Angelica Cortes
Canterbury,Australia
Summary
Compassionate, multilingual, and accomplished leader with over 15 years of comprehensive experience working with diverse disability communities in home care, community services, and respite environments. I possess a profound understanding of NDIS Quality & Safety standards, Customer Service, Client Services, Staff Management, Human Resources, Community Participation, STA, SDA, DCJ, and Restrictive Practices. With a proven ability to effectively supervise complex and multicultural teams, I am a skilled leader dedicated to driving excellence in disability services.
Overview
11
11
years of professional experience
Work History
Regional Manager
Sunnyfield Disability Services
06.2022 - 03.2024
- Leading and managing the effective and efficient operation of a portfolio that includes Community Access, Day Programs, Short-Term Accommodation, Social Groups, and Transport services for clients with disabilities in the Southern Sydney Region, adhering to NDIS Quality and Safety Standards
- Demonstrating proactive leadership and management, I oversaw a team of 300 support workers divided into 10 teams, with each team led by Service Managers who reported directly to me
- Emphasizing team development, fostering a positive work environment, and leading by example, elivered high quality services with empathy and compassion to over 200 families with members facing various disabilities
- Extensive experience in developing, implementing, and continuously improving policies, procedures, risk assessments, training programs, and services to align with the strategies established by the NDIS, I have a proven track record of ensuring compliance and excellence in disability service delivery.
- Substantial increase in profits from AU$8.000.000 to AU$12.000.000 in gross annual revenue, through the generation of new programs and services for adults and children.
Acting Regional Manager
Sunnyfield Disability Services
01.2020 - 06.2022
- Since the beginning of the pandemic I have led and supported my team to prevent and control the spreading of COVID-19
- I have worked closely with the NSW health department following advice and guidelines as well as supporting the COVID Team in implementing all preventative measures as government advised also implementing all safety measures such as appropriate PPE and other infectious control regulations
- I have worked with my team introducing strategies to continue providing services at home and offering virtual programs such as 'Skills for Life', SMs kept in close contact with the families in order to look after every need that families had as well as looking after our Staff's wellbeing
- I have had the opportunity to improve my leadership skills by supporting the managers in my team to help grow and expand their communication, leadership, and commercial skills
- As well as improving their communication with families and stakeholders, managing their own teams, and improving the quality of their services and ensuring all staffing skills are adequate to meet client needs through providing the trainings necessary
- I have worked closely with New Business and the Community Services GM, in the creation of new services in the Southern Sydney region
- And the expansion of Hub's and as school leavers from Saturday and school holiday program families were looking to continue their path with Sunnyfield.
Service Manager
Sunnyfield Disability Services
01.2018 - 01.2020
- Leading a team of Community Support Workers, I was responsible for the implementation and delivery of care at home and community support in the Inner West area
- This included the management of person-centred support programs, service budgets, internal and external stakeholder relationships, and community engagement
- During this time I have created two programs, 'HotShots' (School Holiday Program) and the 'The Adventure Club' (Saturday program for kids)
- These programs offered families the opportunity to move onto day programs once their children had finished high school
- Thanks to these programs it has helped bring many new clients to the Hub's and as an outcome it has expanded in 2022 due to seven new clients who were originally part of the children's programs chose to attend our Day Programs.
Team Leader
Sunnyfield Disability Services
01.2015 - 01.2018
- Ensure that support workers understand and demonstrate good practice based on Disability Standards & Principles
- Support workers to identify, assess and manage workplace safety risks for participants, themselves and others in line with organizational policy
- Ensure that support workers know whom to contact and what to do in the event of an incident, crisis or emergency
- Assist Service Manager elaborating and maintaining update client documents and support plans in CRM and Manage petty cash as well as Grocery Card Reconciliation.
Community Support Worker
Sunnyfield Disability Services
01.2013 - 01.2015
- Uphold the rights and responsibilities of clients in line with all the NSW Disability Service Standards and organization policies and procedures
- Assist clients to be involved in activities through active support at home and the community
- Involve clients in decision making in every aspect of the service they receive.
Education
Bachelor of Arts - International Relations Finance and Government
Universidad Jorge Tadeo Lozano
Bogota, DC11.2003
Certificate IV - Disability & Community Services
TAFE
Sydney, NSW07.2014
Diploma of Education - High Management
Universidad Jorge Tadeo Lozano
Bogota, DC09.1998
Advanced Diploma - Business Management
Central College
Sydney, NSW11.2010
Advanced Diploma - Accounting
TAFE
Sydney, NSW12.2013
Diploma - Financial Service
TAFE
Sydney, NSW11.2012
Skills
- Budget Management
- Cross-functional Team Leadership
- People Management
- Staff Training and Development
- Strategic Planning
- Staff Management
- Policies and Procedures
- Decision-Making
- Recruiting and Hiring
- Budget Administration
- Operations Oversight
- Business Planning
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Portuguese
Elementary
Timeline
Regional Manager
Sunnyfield Disability Services
06.2022 - 03.2024
Acting Regional Manager
Sunnyfield Disability Services
01.2020 - 06.2022
Service Manager
Sunnyfield Disability Services
01.2018 - 01.2020
Team Leader
Sunnyfield Disability Services
01.2015 - 01.2018
Community Support Worker
Sunnyfield Disability Services
01.2013 - 01.2015
Bachelor of Arts - International Relations Finance and Government
Universidad Jorge Tadeo Lozano
Certificate IV - Disability & Community Services
TAFE
Diploma of Education - High Management
Universidad Jorge Tadeo Lozano
Advanced Diploma - Business Management
Central College
Advanced Diploma - Accounting
TAFE
Diploma - Financial Service
TAFE
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