Kimberly McGowan
Coombs,ACT
Summary
Compassionate Operations Manager with over 10 years of experience in community service, focusing on disability and mental health support. Manages services for over 100 participants and employees, demonstrating strong leadership and operational oversight. Successfully stepped in as General Manager for 9 months, ensuring continuity in service delivery while maintaining high standards of care. Recognised for an empathetic approach, exceptional problem-solving skills, and a commitment to person-centered support for vulnerable populations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
People and Operations Manager
Seimosei
Canberra, ACT
09.2022 - Current
- Ensured accurate scheduling based on individual needs and suitability.
- Coordinated daily operations activities and assigned tasks to staff members.
- Liaise with participants, families, agencies and support coordinators.
- Cultivate and sustain positive, professional connections with internal and external stakeholders.
- Managed end-to-end task documentation.
- Developed strategies for streamlining workflow processes.
- Engaged in continuous improvement projects, enhancing daily operations and process development.
- Assisted with the organization and execution of operational processes.
- Coordinate comprehensive employment life cycle practices.
- Identified needs of vulnerable people promptly and efficiently.
- Provided clear and decisive leadership by rapidly assessing and responding to changing field conditions.
Mental Health Worker
Richmond Fellowship
Canberra, ACT
08.2021 - 09.2022
- Created client treatment plans based on assessments and goals.
- Facilitated weekly group sessions focused on various issues to help groups and individuals.
- Referred clients to external resources for additional support.
- Documented service plans, treatment reports and progress notes.
- Helped clients deal with substance abuse, mental illness and other concerns by delivering personalized counseling support.
- Developed and optimized treatment plans to help clients continue to progress.
- Assessed mental and physical conditions of clients by consulting with professionals, conducting interviews and completing assessments.
- Interacted with families and therapists to inform each party of client's progress within treatment program.
- Collected client information through interviews, observations and tests.
- Developed positive working relationships with community resource representatives to improve client service.
Disability Support Worker
Community Connections Australia
Parramatta
01.2018 - 07.2021
- Supported clients in achieving their goals.
- Maintained daily living standards by assisting clients with personal hygiene needs.
- Planned and prepared nutritious meals and snacks to meet diabetic, low sodium and high protein diets.
- Recorded patient temperature, pulse and blood pressure to monitor health and well-being.
- Coordinated doctor appointments, exercise, recreation and family visits to maintain schedule.
- Liaised with supervisor to review cases and improve care.
- Created detailed and individualized plans to best support patients.
- Improved resident and staff engagement through group activities.
- Made beds, swept floors and sanitized surfaces to support activities of daily living.
- Administered medication to patients according to strict schedules.
- Completed administration work and paperwork for over 6 clients.
- Transported patients to social activities and doctors appointments.
Disability Support Worker
Sharing Places
Pearce, ACT
05.2017 - 12.2017
- Administered medication to patients according to strict schedules.
- Completed administration work and paperwork for over 15 clients.
- Collaborated with interdisciplinary team of professionals as well as patients and families to determine appropriate treatment options.
- Prepared all required treatment records and reports.
- Transported patients to outings in the community, activities and all appointments.
- Prepared meals and snacks per dietary guidelines for clients.
- Maintained clean and well-organized environment for client happiness and safety.
- Improved patient outlook and daily living through compassionate care.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Tracked and reported clients' progress based on observations and conversations.
- Followed care plan and directions to administer medications.
- Engaged with patients and families to provide emotional support and daily living instruction.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
Store Assistant and Store Manager
Fast Future Brands
Belconnen, ACT
01.2013 - 04.2017
- Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results.
- Oversaw aspects of maintenance, inventory and daily activity management.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels.
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Handled scheduling for store shifts across 7-day work weeks to achieve adequate staffing.
- Reviewed monthly sales and performance reports to support operational planning and strategic decision-making.
- Supervised cashiers in processing credit, debit, and cash payments to streamline sales.
- Assisted customers, answered questions and resolved problems for stellar customer service.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
- Trained staff on daily duties and supervised and provided feedback, resulting in improved performance and customer satisfaction.
Education
CIT
01-2025
Year 12 Certificate -
Erindale College
Erindale ACT12.2012
Year 10 Certificate -
Calwell High School
Calwell ACT12.2010
Skills
Key Skills:
- Leadership and Team Management: Effectively led a team of over 100 employees, participants, and administrative staff Provided strategic direction and oversight while covering the General managers duties for 7 months
- Operations and Coordination: Managed daily operations across multiple service areas, ensuring seamless service delivery and operational efficiency Managed all scheduling and roster and after hours phone
- Client and participant coordination: Coordinated services for a diverse participant base, developing individualized care plans that align with each participant's needs and goals, while ensuring compliance with all relevant standards
- Crisis Intervention and Conflict Resolution: Skilled in handling crisis situations, de-escalating conflicts, and implementing emergency protocols to protect the safety and well-being of participants and staff
- Strategic Planning and Implementation: Assisted in strategic planning and implementation of organizational goals and contributed to policy development and organizational improvement projects
- Stakeholder Engagement and Communication: Built and maintained positive relationships with participant's, families, external agencies and community partners to promote coordinated care and collaborative service delivery
- Compliance and Quality Assurance: Ensured all services complied with legislation requirements, quality standards;monitored and updated internal policies and procedures
- Data Management and Reporting: Maintained accurate records, analyzed data, service delivery outcomes and organizational compliance
- Staff Development and Training: Facilitated training sessions, supervised staff development, and mentored team members
- Resource Allocation: Managed staff scheduling, resource allocation, and workflow optimizsation to ensure efficient use of resources and uninterrupted service delivery
- Problem Solving and Decision Making: Demonstrated strong problem solving skills , effectively addressing challenges and resolving operational issues
- Adaptability and Multitasking: Strong ability to multi task and balance multiple respsibilities
Certification
- Valid WWVP
- First Aid Certificate
- NDIS worker orientation certificate
- 34 courses completed under the NDS national disability services
Timeline
People and Operations Manager
Seimosei
09.2022 - Current
Mental Health Worker
Richmond Fellowship
08.2021 - 09.2022
Disability Support Worker
Community Connections Australia
01.2018 - 07.2021
Disability Support Worker
Sharing Places
05.2017 - 12.2017
Store Assistant and Store Manager
Fast Future Brands
01.2013 - 04.2017
Year 12 Certificate -
Erindale College
Year 10 Certificate -
Calwell High School
CIT
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