Summary
Overview
Work History
Education
Skills
Timeline
Generic

Andy Shaw

Mount Gravatt,QLD

Summary

Professional support leader with experience and readiness for this role. Known for strong team collaboration and adaptability to changing needs. Skilled in problem-solving, communication, and managing support operations. Reliable and results-driven, ensuring optimal team performance and customer satisfaction.

Overview

25
25
years of professional experience

Work History

Workforce Support Lead (Aged Care and QCSS)

Life Without Barriers
02.2024 - Current
  • Led at team (60+) of Front Line Support staff to provide exceptional support and care to clients accessing our programs.
  • Developed training materials to improve staff onboarding and knowledge retention.
  • Streamlined support processes resulting in improved response times and issue resolution efficiency.
  • Coordinated cross-departmental initiatives to align service strategies with organizational goals.
  • Conducted regular performance evaluations and provided constructive feedback for continuous improvement among team members.
  • Monitored and analyzed support metrics to detect trends, identify gaps, and recommend solutions for improvement.
  • Enhanced communication channels within the organization to facilitate information flow between departments related to client needs and concerns.
  • Provided technical expertise to resolve complex staff and client issues and facilitate smooth operations.
  • Delivered training materials to improve the skills and knowledge of the support team, enhancing overall productivity.
  • Collaborated with cross-functional teams to identify areas requiring additional support resources or process improvements.
  • Fostered a culture of ongoing learning within the support department by continually seeking out industry best practices.
  • Supported the development and implementation of quality assurance protocols that led to consistent delivery of high-quality client service experiences.
  • Offered assistance in implementing and developing training programs.
  • Streamlined recruitment processes, enhancing candidate experience and reducing time-to-fill positions.
  • Managed applicant tracking system, ensuring accurate data entry and compliance with hiring regulations.
  • Conducted initial screenings and interviews, evaluating candidates' qualifications and cultural fit for organization.
  • Coordinated onboarding activities, facilitating smooth transitions for new hires into company culture and operations.
  • Maintained open lines of communication throughout the entire recruitment process, fostering positive relationships with both candidates and clients.
  • Maintained candidate records using PageUp and updated information accordingly.
  • Confirmed appointments and interviews with job candidates.
  • Coordinated training programs for new hires leading to increased performance levels within a shorter timeframe.
  • Collaborated with human resources departments in creating effective employee retention strategies resulting in decreased turnover rates.
  • Supported diversity initiatives, ensuring a fair recruitment process for candidates from various backgrounds.

Care Coordinator - QCSS Program

Life Without Barriers
08.2021 - 02.2024
  • Coordinated care plans to enhance client outcomes and streamline communication among healthcare providers.
  • Developed and implemented person-centered strategies to improve service delivery and resource allocation.
  • Lead a team of Home and Community Assistants in best practices for effective client engagement and support services, including rostering support.
  • Analyzed client data to identify trends, ensuring timely interventions for at-risk populations.
  • Collaborated with multidisciplinary teams to ensure continuity of care across various settings.
  • Improved operational workflows by integrating technology solutions into daily procedures.
  • Advocated for client needs, ensuring access to necessary resources and services within the healthcare system.
  • Used company software and databases to maintain records of services performed and patient conditions.
  • Managed client caseloads effectively, ensuring timely follow-up and appropriate interventions.
  • Developed strong relationships with community partners, facilitating referrals and collaboration on behalf of clients.
  • Conducted regular evaluations of care plan effectiveness, making necessary adjustments based on feedback from patients and providers.
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Maintained accurate and up-to-date documentation of patient records in accordance with legislative and contractual requirements.
  • Monitored progress towards client goals, adjusting care plans as needed to achieve desired results.
  • Facilitated appointments and transportation for patients, streamlining access to essential medical services.
  • Contributed to the development of organizational policies and procedures related to care coordination, ensuring alignment with industry standards and best practices.
  • Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.

Support Coordinator

Rainbow Care Home Services
08.2021 - 09.2022
  • My duties include;
  • - Engaging with participants to understand their NDIS plan
  • - Case Management and Psychosocial Recovery Coaching
  • - Non Clinical therapeutic support
  • - Assisting participants to unpack and plan their goals within their NDIS plan
  • - Connecting participants to appropriate supports, both funded and mainstream
  • - Assisting participants to coordinate their funded supports
  • - Networking within the local community
  • - Administration of participant support
  • - Report writing
  • Supporting participants with capacity building support to be independent in their support coordination

Support Coordinator

Plan Partners
01.2020 - 06.2021
  • My duties include;
  • - Engaging with participants to understand their NDIS plan
  • - Assisting participants to unpack and plan their goals within their NDIS plan
  • - Connecting participants to appropriate supports, both funded and mainstream
  • - Assisting participants to coordinate their funded supports
  • - Networking within the local community
  • - Administration of participant support
  • - Report writing
  • - Supporting participants with capacity building support to be independent in their support coordination

Local Area Coordinator Community Development

Carers Queensland
01.2017 - 03.2018
  • My role as the Local Area Coordinator Community Development has included the following duties;
  • Developing and facilitating NDIS participant workshops including, ‘What is the NDIS’, ‘MyGov and accessing your Portal’, ‘Services Agreements and Bookings’ among others, and to a lesser extend support for workshops aimed at Service Providers, such as ‘Support Independent Living and the NDIS’.
  • Assisting participants to understand and fill out Access Request Forms, and/or supporting the participant and their family to access the Verbal Request Process.
  • Linking with participants to support, clarify and support them in the lead up to their Planning Conversation and flagging any concerns, outlining any documentation that is needed and explaining the process.
  • Support Connection during the Implementation phase, giving 1:1 support to participants and families to set up, access and understand their MyGov account, their MyPlace Portal as well as understanding their plan, assist in service bookings, understanding the Price Guide and Service Agreements. Along with workshops aimed to inform and assist people who need some guidance regarding implementation.
  • Attending and facilitating Community Interagencies.
  • Attending and Facilitating Community Capacity Building initiatives, giving support to the community and business to become more inclusive.
  • Attending and facilitating open days, expos and show days to inform participants and the greater public of the NDIS, it’s processes and advantages to the participant, families and the greater community.

Family Carer Support Officer

Carers Queensland
07.2014 - 02.2017
  • My role as Family Carer Support Officer is to support Carers to access respite, information, education, and training services, both from within our own services as well as those present in the wider community. I primarily work with carers and families where is a Mental Health concern/diagnosis or disability present and work closely with families who have children under 18. My role is varied, and split between 1:1 case management work, group education and training workshops as well as systemic networking and interagency collaboration. I have been involved in many collaborative projects, most recently assisting with the PIR Family Carer Forum as a small group facilitator, many Carer Week functions and collaborative workshops. I have worked closely with Better Start RIS officers organizing and presenting at several Moving Forward Workshops. A large part of my role has evolved to being sought after Guest Speaker at workplaces and Carer Support Groups delivering information on a broad range of topics including accessing respite, guilt, grief and loss, self-care and mindfulness and the impact Mental Health can have on carers and families. I have also developed, implemented, and facilitated various workshops including, Navigating Mental Health Services, Mental Health and Me, Surfing the Spectrum, Depression, Anxiety and the Spectrum, as well as the Balanced Carer. I have strong skills in regarding to writing case reports and case notes, as well as various administrative tasks that relative to statistical data collection and database recording.

Intake and Information Coordinator

Commonwealth Respite and Carelink(FSG)
08.2013 - 07.2014
  • As the Intake and Information Coordination within CRCC I was the first contact point to access services, duties included extensive intake assessments for new and existing clients, crisis and telephone counselling, assisting with information requests, completing needs assessments and referring clients to appropriate service providers for access to on- going support. Completing client registrations and functional needs assessment and on- going maintenance and review of client files. A strong knowledge base of the community services is a strength that I bring to this role in relation to information requests and linking and referring to other services. I have an extensive resource and service database which I ensure is always up to date, this enables myself to ensure that the information that I pass on to clients and the greater community is informative and correct, it also means that I can quickly identify and link and/or refer to further services in order to ensure holistic approach to my clients is met.

Senior Support Facilitator/Project Manager (Project/Contract Position)

Interact Australia
07.2012 - 08.2013
  • My duties at Interact included the development, implementation and review of client documents such as Person-Centered Plans, Positive Behavior Management Plan, Care/Medical Plans, as well as the supervision and mentoring of a small team of support workers. The recruitment, induction and training of support staff when required and building a new project from the grass roots to implementation. Other duties included assisting the Program Manager with case file management, mentoring in addition to general administrative support. Budget and funding responsibilities and data collection and submission for Home and Community Care and Disability Services (CSTDA) and the case management of 22 clients. Project work included running community forum for participants and potential participants and their families to attend to discuss what the project would look like, outcomes, group goals among a variety of other data collection information. Sourcing venues, budgeting, assessment of potential participants to match need and ability to the project and eventual implementation and evaluation of the project.

Senior Support Worker/Case Worker

Centacare – Soubirous Place
01.2007 - 07.2012
  • Duties at Soubirous Place included Case Management and Family support for 15 families/participants, registering new clients to the service and liaising with Disability Support and Home and Community Care, budgeting and funding report to both HACC and CSTDA, event day planning, group development and facilitation, Support Plan and Person-Centered plan writing, Behavioral Support Plans working with Complex and Challenging behaviors, as well as personal care.

Lifestyle Support Worker

Brisbane South Lifestyle Support Services
07.2000 - 12.2006
  • During my time at BSLSS I worked in both the in-home Support Program and the Community Support Program. Duties included personal care, domestic assistance, community support, group planning and facilitation, budgeting and home planning. During my time at BSLSS I also did several temporary stints as area coordinator.

Education

Certificate 4 in Disability Services -

Tafe QLD
01.2010

Diploma - Human Resources Management And Leadership

TAFE QLD
QLD
03-2026

Skills

  • Relationship building
  • Client communication
  • Remote support
  • Team management
  • Recordkeeping skills
  • Training and coaching
  • Activity planning
  • Excellent communication
  • Team collaboration
  • Adaptability and flexibility
  • Team building
  • Risk assessment
  • Case management
  • Documentation

Timeline

Workforce Support Lead (Aged Care and QCSS)

Life Without Barriers
02.2024 - Current

Care Coordinator - QCSS Program

Life Without Barriers
08.2021 - 02.2024

Support Coordinator

Rainbow Care Home Services
08.2021 - 09.2022

Support Coordinator

Plan Partners
01.2020 - 06.2021

Local Area Coordinator Community Development

Carers Queensland
01.2017 - 03.2018

Family Carer Support Officer

Carers Queensland
07.2014 - 02.2017

Intake and Information Coordinator

Commonwealth Respite and Carelink(FSG)
08.2013 - 07.2014

Senior Support Facilitator/Project Manager (Project/Contract Position)

Interact Australia
07.2012 - 08.2013

Senior Support Worker/Case Worker

Centacare – Soubirous Place
01.2007 - 07.2012

Lifestyle Support Worker

Brisbane South Lifestyle Support Services
07.2000 - 12.2006

Certificate 4 in Disability Services -

Tafe QLD

Diploma - Human Resources Management And Leadership

TAFE QLD

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