Care Coordinator Resume Examples and How to Write
Are you struggling to secure interviews for Care Coordinator positions in Australia? You’re not alone. The healthcare and community services sector demands compassionate professionals who can navigate complex care systems, coordinate multidisciplinary teams, and advocate for clients whilst managing demanding caseloads and regulatory requirements. Whether you’re advancing from support worker roles, transitioning from nursing or allied health positions, or seeking to leverage your care coordination experience in a new setting, crafting an exceptional Care Coordinator resume is crucial to demonstrating your clinical knowledge and case management expertise.
This comprehensive guide will walk you through everything you need to know about creating an effective Care Coordinator resume tailored for the Australian healthcare market. From showcasing your experience managing care plans and coordinating services to demonstrating your ability to work with vulnerable populations and deliver person-centred outcomes, we’ll help you build a resume that captures the attention of hiring managers at hospitals, community health services, aged care providers, and disability support organisations across Australia.
Care Coordinator Resume (Text Version)
Lisa Mitchell
Care Coordinator | Person-Centred Care Planning & Case Management
📧 [email protected] | 📱 0434 789 456
🔗 linkedin.com/in/lisamitchell-carecoordinator | 📍 Brisbane, QLD
🏥 First Aid Certified | NDIS Worker Check | Working with Children Check
PROFESSIONAL SUMMARY
Compassionate Care Coordinator with 8+ years of experience managing complex care plans and coordinating multidisciplinary services for clients across aged care, disability, and community health settings. Proven track record of managing caseloads of 45+ clients whilst maintaining 96% client satisfaction and achieving 23% reduction in hospital readmissions through proactive care planning. Expert in NDIS framework, aged care standards, and person-centred care approaches with demonstrated success collaborating with healthcare professionals, families, and service providers to deliver holistic support solutions. Skilled in documentation, care plan development, and crisis intervention with strong advocacy and communication abilities.
PROFESSIONAL EXPERIENCE
Senior Care Coordinator | Blue Care Queensland, Brisbane | Mar 2021 – Present
– Manage comprehensive care coordination for 52 clients across aged care and disability services with complex medical, social, and psychological needs
– Develop person-centred care plans in collaboration with clients, families, GPs, and allied health professionals, achieving 94% goal attainment rates
– Coordinate multidisciplinary team meetings and case conferences involving up to 12 service providers per client, ensuring seamless care delivery
– Reduced emergency hospital presentations by 31% through proactive health monitoring, medication management, and early intervention strategies
– Lead NDIS plan reviews and reassessments, securing average 18% increase in funding allocations for clients requiring enhanced support
– Mentor team of 6 junior care coordinators, providing clinical guidance and professional development support whilst maintaining quality standards
Care Coordinator | Wesley Mission Queensland, Brisbane | Jun 2018 – Feb 2021
– Provided care coordination services for 38 clients with mental health conditions, intellectual disabilities, and complex social circumstances
– Implemented strengths-based care planning approach resulting in 28% improvement in client independence measures and quality of life scores
– Collaborated with psychiatric services, housing providers, and employment agencies to address holistic client needs and social determinants of health
– Managed crisis situations and after-hours support, maintaining 24/7 on-call availability for high-risk clients requiring intensive case management
– Developed and delivered family education programs improving carer confidence and reducing family stress by 35% as measured by standard assessment tools
Community Support Worker | Carers Queensland, Brisbane | Jan 2016 – May 2018
– Provided direct support services to 25+ clients with disabilities and chronic conditions, focusing on independent living skills and community participation
– Assisted clients with personal care, medication management, household tasks, and community access whilst promoting dignity and choice
– Documented client progress and incidents using electronic care management systems, maintaining accurate records for funding compliance
– Participated in care plan reviews and contributed observations to multidisciplinary team discussions regarding client needs and goals
– Completed specialized training in manual handling, infection control, and behaviour support, achieving 100% competency in all required areas
Residential Support Officer | Endeavour Foundation, Gold Coast | Sep 2014 – Dec 2015
– Supported adults with intellectual disabilities in group home settings, promoting community integration and skill development
– Implemented behaviour support plans under supervision of clinical staff, contributing to 42% reduction in challenging behaviours
– Coordinated daily living activities, medical appointments, and recreational programs for residents with varying support needs
– Maintained detailed shift reports and incident documentation ensuring compliance with disability service standards
EDUCATION & CERTIFICATIONS
Bachelor of Social Work | Griffith University, Brisbane | 2012 – 2015
– Relevant coursework: Case Management, Human Services, Community Development, Mental Health, Disability Studies
– Field placements: Queensland Health Mental Health Services (240 hours), Multicultural Development Australia (240 hours)
– Final year research project: “Effectiveness of Peer Support in Mental Health Recovery” (Distinction)
Diploma of Community Services | TAFE Queensland | 2013 – 2014
– Specialisation: Case Management and Client Support
– Practical training in assessment, care planning, and service coordination
Professional Registrations & Certifications:
– Australian Association of Social Workers (AASW) – Eligible Member
– NDIS Worker Screening Check – Current
– Working with Children Check (Blue Card) – Current
– Senior First Aid & CPR Certification – Current
CORE COMPETENCIES
Care Management: Person-centred planning, care plan development, case conferencing, service coordination
Clinical Knowledge: NDIS framework, aged care standards, mental health, disability support, chronic disease management
Assessment & Planning: Comprehensive assessments, risk management, goal setting, outcome measurement
Communication: Multidisciplinary collaboration, family engagement, advocacy, crisis intervention
PROFESSIONAL ACHIEVEMENTS
• Achieved 96% client satisfaction rating consistently over 5+ years of care coordination practice
– Reduced hospital readmissions by 31% through proactive care planning and health monitoring
– Successfully managed complex cases resulting in 89% of clients achieving their primary care goals
– ‘Excellence in Care Coordination’ – Blue Care Queensland Staff Awards (2023)
– ‘Outstanding Graduate’ – Griffith University School of Human Services (2015)
What is The Best Format for a Care Coordinator Resume?
For Care Coordinator positions in Australia, the reverse chronological format is ideal as it clearly demonstrates your career progression in healthcare and community services whilst showcasing your increasing responsibilities in care management and client advocacy. This format allows employers to easily track your development from direct support roles to complex care coordination positions.
Key formatting guidelines:
Font and Size: Use professional, compassionate fonts like Calibri, Arial, or Helvetica. Keep your name and contact information in 16-18pt font, section headings in 14pt, and body text in 11-12pt for excellent readability across healthcare settings and recruitment systems.
Margins and White Space: Maintain 2.5cm margins with adequate white space between sections. This creates a clean, professional appearance that reflects the organised approach required in care coordination roles.
File Type: Always submit as PDF unless specifically requested otherwise. This preserves your formatting integrity when viewed by different hiring managers, clinical directors, and human resources teams using various systems.
Essential Resume Sections:
Header: Include your full name, professional title (Care Coordinator, Case Manager, etc.), phone number, email address, LinkedIn profile, location, and current certifications/clearances.
Professional Summary: A compelling 3-4 line overview highlighting your years of care experience, caseload management capabilities, key achievements, and specialisation areas.
Professional Experience: Your career history emphasising care coordination responsibilities, client outcomes, multidisciplinary collaboration, and measurable improvements in care quality.
Education & Certifications: Relevant qualifications in social work, nursing, psychology, or community services, plus professional registrations and mandatory certifications.
Other Sections: Core competencies, professional achievements, and additional qualifications that demonstrate your comprehensive care coordination capabilities.
What Experience Should Be on Your Care Coordinator Resume?
Your experience section must demonstrate your capability to manage complex client needs, coordinate multidisciplinary services, and deliver person-centred care outcomes. Focus on roles that showcase your clinical knowledge, case management skills, and ability to work effectively with vulnerable populations whilst navigating healthcare systems and regulatory requirements.
What to include:
• Care plan development and management for diverse client populations
– Caseload management with specific numbers and complexity levels
– Multidisciplinary team coordination and collaboration experience
– Client outcome achievements and quality improvements
– Crisis intervention and risk management capabilities
– Family and carer engagement and education activities
– Compliance with regulatory frameworks (NDIS, aged care standards, etc.)
Correct Example:
Care Coordinator | Uniting Care Queensland, Brisbane | Apr 2020 – Present
– Manage care coordination for 48 clients with complex needs including dementia, mental illness, and multiple chronic conditions across community and residential settings
– Develop comprehensive person-centred care plans in consultation with clients, families, and 15+ healthcare providers, achieving 92% client goal attainment
– Lead multidisciplinary case conferences and care reviews involving GPs, specialists, allied health professionals, and community service providers
– Implemented falls prevention program reducing client falls by 34% through environmental modifications, equipment provision, and staff education
– Coordinate NDIS plan implementation and reviews, successfully advocating for increased funding for 78% of clients requiring service expansion
– Provide 24/7 on-call support for crisis situations, managing average 12 emergency responses monthly with 100% successful crisis resolution rate
Wrong Example:
Care Coordinator | Healthcare Organisation, Brisbane | 2020 – Present
– Worked with clients who needed various types of care
– Helped coordinate different services and appointments
– Attended meetings with healthcare teams
– Wrote care plans and reports for clients
– Dealt with families and handled difficult situations
Entry-Level Care Coordinator Resume Samples [Experience]
For candidates transitioning into Care Coordinator roles from support worker or allied health positions, emphasise your direct care experience, client relationship skills, and understanding of care systems and processes.
Entry-Level Correct Example:
Senior Support Worker | Multicap Queensland, Brisbane | Feb 2021 – Present
– Provide comprehensive support services to 15 clients with intellectual and physical disabilities, promoting independence and community participation
– Assist with care plan implementation and documentation, contributing detailed observations to monthly multidisciplinary team reviews
– Coordinate client appointments with healthcare providers, allied health professionals, and community services, ensuring seamless care delivery
– Developed expertise in person-centred planning approaches, achieving 85% client satisfaction scores and positive behaviour change outcomes
– Completed advanced training in behaviour support, medication management, and emergency response protocols
Community Health Worker | Queensland Health, Brisbane | Jun 2019 – Jan 2021
– Supported chronic disease management programs for 25+ clients with diabetes, cardiovascular disease, and respiratory conditions
– Conducted home visits and health assessments, providing education and connecting clients with appropriate healthcare services
– Maintained detailed client records and progress reports using electronic health management systems
– Collaborated with practice nurses, GPs, and allied health professionals on integrated care approaches
– Participated in case reviews and contributed to quality improvement initiatives within community health team
Entry-Level Wrong Example:
Support Worker | Care Organisation, Brisbane | 2021 – Present
– Helped clients with daily activities and personal care
– Want to become a care coordinator
– Good at working with people and families
– Have experience in healthcare settings
– Ready to take on more responsibility
How to Write the Education Section for Your Care Coordinator Resume
The education section is crucial for Care Coordinator roles as it demonstrates your foundation in human services, healthcare knowledge, and professional competency standards. Australian employers require relevant qualifications and ongoing professional development to ensure compliance with industry standards and best practice care delivery.
Include your relevant degrees, professional registrations, and continuing education that supports your care coordination expertise. Highlight any specialised training in areas such as mental health, disability support, or aged care.
Care Coordinator Resume Example [Education]
Bachelor of Social Work (Honours) | University of Queensland, Brisbane | 2016 – 2019
– First Class Honours | Major: Community and Family Studies
– Honours thesis: “Care Coordination Models in Community Mental Health: An Australian Perspective” (High Distinction)
– Relevant coursework: Case Management, Human Development, Mental Health, Disability Studies, Social Policy
– Field placements: Queensland Health Community Mental Health (300 hours), Multicultural Family Support (300 hours)
Diploma of Community Services | TAFE Queensland | 2014 – 2015
– Specialisation: Case Management and Coordination
– Practical training: Assessment, care planning, crisis intervention, service coordination
– Work placement: 200 hours with local disability service provider
Professional Registrations:
– Australian Association of Social Workers (AASW) – Accredited Mental Health Social Worker
– NDIS Worker Screening Check – Current
– Working with Children Check (Blue Card) – Current
– Queensland Health Employee Suitability Check – Current
Professional Development:
– Advanced Mental Health First Aid Certification (2023)
– Trauma-Informed Care Training – Blue Knot Foundation (2022)
– NDIS Practice Standards Workshop – National Disability Services (2022)
– Suicide Prevention and Crisis Intervention – ASIST Training (2021)
How to Write the Skills Section for Your Care Coordinator Resume
The skills section is essential for Care Coordinator resumes as it demonstrates your comprehensive capabilities across clinical knowledge, case management, communication, and regulatory compliance. Include 15-25 skills that showcase your ability to provide holistic, person-centred care whilst managing complex caseloads and coordinating multidisciplinary services.
Balance clinical and administrative skills with interpersonal competencies and regulatory knowledge. Australian employers seek care coordinators who combine strong clinical understanding with excellent communication and advocacy abilities.
Care Coordinator Resume Skills (Hard Skills)
• Care Planning: Person-centred planning, care plan development, goal setting, outcome measurement, risk assessment
– Case Management: Caseload management, service coordination, referral processes, care transitions
– Regulatory Knowledge: NDIS framework, aged care standards, disability service standards, quality indicators
– Clinical Assessment: Comprehensive assessments, functional capacity evaluation, mental state assessment, risk screening
– Documentation: Electronic health records, progress notes, incident reporting, care plan reviews
– Health Systems: Medicare, PBS, healthcare navigation, discharge planning, service pathways
– Crisis Management: Risk assessment, safety planning, emergency response, de-escalation techniques
– Quality Improvement: Audit processes, outcome measurement, continuous improvement, data collection
Care Coordinator Resume Skills (Soft Skills)
• Communication: Active listening, therapeutic communication, family engagement, multidisciplinary collaboration
– Empathy & Compassion: Person-centred approach, cultural sensitivity, trauma-informed care, dignity of risk
– Advocacy: Client rights advocacy, system navigation, resource identification, service access
– Problem Solving: Creative solutions, barrier identification, resource coordination, conflict resolution
– Time Management: Caseload prioritisation, appointment scheduling, deadline management, efficiency optimisation
– Emotional Resilience: Stress management, self-care practices, boundary setting, professional supervision
– Cultural Competence: Diversity awareness, inclusive practices, Aboriginal and Torres Strait Islander cultural awareness
– Teamwork: Multidisciplinary collaboration, professional relationships, information sharing, joint planning
How to pick the best Care Coordinator skills:
1. Match client population needs – Tailor skills to the specific populations served (aged care, disability, mental health, etc.)
2. Include regulatory requirements – Show knowledge of relevant frameworks like NDIS, aged care standards, or healthcare regulations
3. Emphasise person-centred care – Highlight skills that demonstrate commitment to client choice, dignity, and empowerment
4. Balance clinical and administrative – Show both hands-on care knowledge and coordination capabilities
5. Highlight communication abilities – Include skills that demonstrate ability to work with clients, families, and professionals
6. Show crisis management capabilities – Include skills related to risk assessment, safety planning, and emergency response
Care Coordinator Resume Examples [Skills]
Core Competencies:
– Person-Centred Care Planning: 8+ years developing comprehensive care plans for 200+ clients across aged care, disability, and mental health settings
– Multidisciplinary Coordination: Expert in facilitating case conferences and coordinating services among GPs, specialists, allied health professionals, and community service providers
– NDIS Framework Expertise: Advanced knowledge of NDIS planning, funding categories, and service delivery models with 92% success rate in plan reviews and appeals
– Crisis Intervention: Certified in advanced crisis response with proven ability to de-escalate emergency situations and implement safety plans for high-risk clients
– Caseload Management: Successfully managed complex caseloads of 45+ clients whilst maintaining 96% satisfaction rates and achieving measurable outcome improvements
Should I Add Bonus Sections to My Care Coordinator Resume?
Additional sections can significantly enhance your Care Coordinator resume, particularly in the Australian healthcare and community services sector where employers value specialised training, cultural competence, and ongoing professional development. These sections help demonstrate your commitment to quality care and continuous learning.
Valuable bonus sections include:
Professional Registrations & Clearances: AASW membership, NDIS worker checks, state-specific clearances, and professional credentials that validate your eligibility to practice.
Specialised Training: Mental health first aid, trauma-informed care, cultural competency, disability support, or specific therapeutic approaches that enhance your care capabilities.
Professional Recognition: Industry awards, peer nominations, or client feedback that demonstrates excellence in care delivery and professional practice.
Professional Associations: Membership in organisations like the Australian Association of Social Workers, Australian Institute of Health and Welfare, or specialised professional bodies.
Volunteer Work: Community service, pro bono care coordination, or charity involvement that showcases your commitment to helping vulnerable populations.
Languages: Particularly valuable in Australia’s multicultural society for serving clients from diverse cultural and linguistic backgrounds.
Care Coordinator Resume Examples [Other Sections]
Professional Registrations & Clearances:
– Australian Association of Social Workers (AASW) – Accredited Mental Health Social Worker
– NDIS Worker Screening Check – Current
– Working with Children Check (Blue Card) – Current
– Queensland Health Employee Suitability Check – Current
– Aged Care Worker Screening Check – Current
Specialised Training & Certifications:
– Advanced Mental Health First Aid Instructor – Mental Health First Aid Australia (2023)
– Trauma-Informed Care Practitioner – Blue Knot Foundation (2022)
– Applied Suicide Intervention Skills Training (ASIST) – LivingWorks (2021)
– Cultural Competency in Healthcare – Aboriginal Health Worker Training (2020)
Professional Recognition:
– ‘Excellence in Client Advocacy’ – AASW Queensland Branch Awards (2023)
– ‘Outstanding Graduate Achievement’ – UQ School of Social Work (2019)
– Client Nomination – ‘Care Professional of the Year’ Blue Care Awards (2022)
Community Involvement:
– Volunteer Crisis Counsellor – Lifeline Australia (2020-Present)
– Pro Bono Care Coordinator – Refugee Health Network QLD (2019-2021)
– Board Member – Local Mental Health Consumer Advisory Group (2021-Present)
Languages:
– English (Native)
– Mandarin (Conversational)
– Spanish (Basic – healthcare terminology)
Wrong Example:
Additional Information:
– Have all the required clearances and checks
– Completed various training courses
– Member of professional organisations
– Help out in the community sometimes
– Good at working with people from different backgrounds
Additional sections to consider: Research or publication activities in healthcare or social work, teaching or mentoring experience, international healthcare experience, and relevant hobbies that demonstrate caring or community engagement.
How to write a Care Coordinator Resume Objective or Resume Summary
Your professional summary is your care philosophy statement – a compassionate yet professional 3-4 line overview that immediately communicates your dedication to client-centred care, clinical expertise, and measurable outcomes. Focus on your years of experience, caseload management capabilities, key achievements, and the populations you serve.
Key elements to include:
• Years of care coordination and case management experience
– Caseload size and complexity levels you’ve managed
– Key client outcomes and quality improvements achieved
– Specialisation areas (aged care, disability, mental health, etc.)
– Professional qualifications and regulatory compliance
Care Coordinator Resume Summary Examples
Correct Example:
Professional Summary:
Dedicated Care Coordinator with 9+ years of experience managing complex care plans and coordinating multidisciplinary services for clients with disabilities, mental health conditions, and chronic diseases. Proven track record of managing caseloads of 50+ clients whilst achieving 94% satisfaction rates and 27% reduction in crisis presentations through proactive intervention strategies. Expert in NDIS framework, person-centred planning, and trauma-informed care with demonstrated success advocating for clients and coordinating seamless service delivery. Seeking to leverage comprehensive case management expertise and compassionate approach to improve care outcomes in challenging healthcare environment.
Wrong Example:
Professional Summary:
Caring professional with experience in healthcare looking for care coordinator position. Good at helping people and working with families. Have worked in different care settings and understand client needs. Looking for opportunity to make a difference in people’s lives.
For candidates transitioning into Care Coordinator roles from direct support or allied health positions, emphasise your client-facing experience, understanding of care systems, and readiness to take on broader coordination responsibilities.
Entry-Level Care Coordinator Resume Summary Examples
Entry-Level Correct Example:
Professional Summary:
Compassionate Social Work graduate with 3+ years of direct support experience and comprehensive foundation in case management principles. Successfully supported 20+ clients with diverse needs whilst contributing to care planning processes and multidisciplinary team collaboration. Strong knowledge of NDIS framework, disability services, and person-centred care approaches with proven ability to build therapeutic relationships and advocate effectively for client needs. Ready to apply clinical training and hands-on experience to excel in care coordination role supporting vulnerable populations.
Entry-Level Wrong Example:
Professional Summary:
Recent graduate with social work degree ready to start career as care coordinator. Have done some volunteer work and placements in healthcare. Good people skills and want to help clients achieve their goals. Looking for entry-level position to gain experience.
How to Update Your LinkedIn Profile When Updating Your Care Coordinator Resume
Your LinkedIn profile is increasingly important for Care Coordinator career advancement in Australia, where 58% of healthcare recruiters and service managers use LinkedIn to source care management talent. When updating your resume, simultaneously optimise your LinkedIn profile to showcase your compassionate expertise and attract opportunities from hospitals, community health services, and disability organisations across Australia.
LinkedIn provides unique opportunities to demonstrate your commitment to person-centred care, share insights about care coordination best practices, and build relationships within Australia’s healthcare and community services community. Use this platform to showcase your professional values and expertise whilst maintaining client confidentiality.
LinkedIn Headline Optimisation for Care Coordinators
Your LinkedIn headline should capture your care expertise, client populations served, and professional values within the 220-character limit. Include keywords that Australian healthcare recruiters commonly search for when sourcing care coordination candidates.
Effective LinkedIn Headlines:
• “Care Coordinator | NDIS & Aged Care Specialist | Person-Centred Planning | 45+ Client Caseload | Social Work Qualified”
– “Senior Care Coordinator | Mental Health & Disability Support | Multidisciplinary Team Leadership | Brisbane Metro”
– “Care Manager | Complex Case Management | Crisis Intervention | AASW Member | Trauma-Informed Care Practitioner”
Ineffective LinkedIn Headlines:
• “Care Coordinator”
– “Healthcare Worker seeking opportunities”
– “Caring professional with experience”
LinkedIn Summary vs Resume Summary: Key Differences
Your LinkedIn summary can be 3-5 paragraphs, allowing you to share your passion for care coordination, philosophy of person-centred practice, and commitment to improving client outcomes in greater depth. Include your approach to building therapeutic relationships, coordinating complex services, and advocating for vulnerable populations.
Australian healthcare professionals value authenticity and compassion, so share what drives your commitment to care coordination whilst maintaining professional boundaries and confidentiality. Include a call-to-action encouraging connections with other healthcare professionals.
Showcasing Care Coordinator Experience on LinkedIn
Transform your resume bullet points into meaningful narratives that provide context about your care philosophy, client success stories (maintaining confidentiality), and innovative approaches you’ve developed. LinkedIn’s expanded format allows you to share specific examples of complex cases you’ve managed or improvements you’ve implemented.
Be mindful of client confidentiality and professional boundaries when sharing experiences. Focus on systems improvements, professional development, and general outcomes rather than specific client details.
LinkedIn Skills and Endorsements for Care Coordinators
Add up to 50 skills focusing on care coordination, case management, client populations, and regulatory frameworks. Pin your top 3 skills (such as “Care Coordination,” “Person-Centred Planning,” and “Case Management”) to appear prominently on your profile.
Actively seek endorsements from supervisors, colleagues, multidisciplinary team members, and other professionals who can validate your care coordination capabilities and professional approach. Quality endorsements from credible healthcare professionals enhance your profile significantly.
LinkedIn Profile Tips for Australian Care Coordinators
Network strategically with Australian healthcare professionals, social workers, disability service providers, and aged care leaders. Join care-focused groups like “Australian Association of Social Workers,” “NDIS Professionals Australia,” and “Healthcare Leaders Network.”
Share professional insights by posting about care coordination best practices, regulatory updates, professional development experiences, or advocacy issues (whilst maintaining confidentiality). Thoughtful posting demonstrates your professional engagement and commitment to excellence.
Engage with healthcare content by commenting meaningfully on posts from Australian health organisations, professional bodies, and healthcare publications. Professional engagement shows your active participation in the healthcare community.
Highlight Australian expertise by mentioning your knowledge of local healthcare systems, NDIS framework, state-specific regulations, and cultural competency with Australian populations including Aboriginal and Torres Strait Islander communities.
Ready to advance your career as a Care Coordinator in Australia? A compelling resume is your foundation for accessing opportunities in this essential profession that directly impacts vulnerable community members. Complement your resume with our targeted cover letter resources that demonstrates your passion for person-centred care and understanding of the critical role care coordination plays in improving client outcomes.
For additional career development resources, explore care coordination opportunities on SEEK and connect with Australia’s healthcare and community services sector through professional associations and local health networks. Success in care coordination requires clinical knowledge, compassionate communication, and unwavering advocacy – with the right resume and professional approach, you’ll be well-positioned to secure your next Care Coordinator role and continue making a meaningful difference in people’s lives.
