April McKinlay

• Supporting parents and caregivers by offering quality and empathetic care and education services to children with all abilities
• Provide a range of support services including centre-based care and extending into the child's home and their community
• Passionately applying my experience in disability and early childhood support with a combined level of care that is unique to our service, encouraging meaningful and intentional learning and skill building that is child centered
• Provided 1:1 support accompanying children to many various places of interest within the community
• Emphasizing on the importance of building capacity and skills, in a natural and fun way such as: Money handling, Communication, Social Interactions, Road Safety, Self Care, Relationship Building
• As a valued team member, I have professionally approached my caregiving of the children in our care, by providing them with utmost care, empathy, respect, patience and have applied my trained awareness of sensory challenges and behavoural support needs
• Met the requirements of The National Quality Framework and Learning Framework for School Age Convention on the Rights of the Child to guide our practices in ensuring quality activities and experiences for the children
• Fulfilling the individual goals and interests of the child, by ensuring the support I provide is purposeful, in line with the families overarching goals and wishes for their child/ren and ensuring the health and wellbeing of the child is honoured at all times
• Supporting child/ren in our Early Years program with a child-centered strength-based program that is heavily driven by individual goals where we aim to collaborate with families and care services to provide a safe and inclusive environment and a quality capacity building program that has been developed to encourage meaningful and intentional learning and is child centered, delivered in a small group environment
• Provided opportunities for a multidisciplinary approach by engaging with the child's individual allied health services to collaborate with our team to directly improve the child's quality of care and progression of their goals
• Actively working with our team of supports endeavouring to deliver a well-rounded program using effective strategies coupled with evidence-based concepts such as peer-based learning (PBL)
• Supporting the delivery of our program that is tailored to each child individually
• As a team we encourage children to actively participate in social focused activities and work toward independence, self confidence, executive function, and engagement within the community
• Striving to deliver evidence based practices that align with the families' unique wants and needs and aim to assist with limitations and barriers that the child faces in their day-to-day life
• Supporting the holistic approach which is effective in many areas for the families as part of a team we actively supported and promoted successful transition into school environments
• Actively provided: High-intensity care needs including PEG and seizure, Developmental delays, Complex physical and postural needs, Sensory Processing Disorders, Communication difficulties, Social and emotional regulation needs, Intellectual impairments, Neurological and Neurodivergent
• Key capacity-building outcomes: Social Skills, Self-Care and Independence, Executive Function, Emotional Regulation, Receptive and Expressive Language, Communication Strategies, Gross Motor and Fine Motor Skills, Play Based Learning
• Improved team morale and productivity through effective communication and active listening skills.
• Kept work areas clean, organized, and safe to promote efficiency and team safety.
• Worked scheduled shifts and remained available to work during coworker absences, holidays, and busy periods.
• Developed strong cooperative relationships with coworkers and managers.

• Company Overview: Self Employed
• Provide support to participants of the NDIS and Aged Care community supporting with physical assistance and emotional support
• Domestic cleaning in private homes and new build cleans for commercial properties
• Provide Laundry services to salons as well as laundry and decluttering services to NDIS participants and private clients

• As a Complex Needs ASD/ADHD/ODD/SPD carer of my 13yo son. I have a wide range of knowledge & extensive experience working with my child & all Care Focused Stakeholders.
• As a single mum of 5 kids, I have supported the emotional health of my Neurotypical children & have a clear understanding of how Neurodiverse individuals have an impact on the overall dynamics of a family. I have compassion, empathy & understanding of how each individual in the family is affected & have learnt & implemented supportive strategies for the whole family network through their journey in a family of this dynamic.
• Collaborated with healthcare professionals to develop comprehensive care strategies for optimal outcomes.
• Improved child's well-being by providing compassionate and attentive care.
• Implemented safety measures within the home environment.
• Delivered personal hygiene assistance including bathing, personal grooming, dental care and toileting all while maintaining child's respect for privacy.
• Developed recreational activities tailored to child's interests, enhancing overall quality of life for my child.
• Provided emotional support to my child and our family, fostering strong relationships built on trust and empathy.
• Transported my child to appointments and social activities, ensuring punctual arrival and a comfortable experience.
• Remained alert to problems or health issues of my child and competently responded.
• Enhanced quality of life for my child through personalised care plans tailored to his individual needs.
• Responded to my child's emergencies promptly, initiating appropriate action and notifying relevant professionals when necessary.
• Administered medications accurately, ensuring proper dosage and timely intake.
• Facilitated communication between my child and his healthcare providers, advocating for the best possible care solutions.
• Monitored and maintained cleanliness, sanitation, and organisation of our home/care environment.
• Managed nutritional needs of my child by preparing meals, monitoring food intake, and adjusting diets as necessary.
• Conducted regular assessments of my child's physical and mental status, communicating findings to medical staff as needed.
• Assisted my child with daily living needs to maintain self-esteem and general wellness.
• Engaged my child in meaningful conversation, socialisation, and activities while providing personal care assistance.
• Provided compassionate and child-focused care to cultivate well-being.
• Handled confidential and sensitive situations in a professional manner.
• Monitored my child's overall health and well-being and noted significant changes.
• Maintained strong connections within caregiver community to gain continuous knowledge.
• Scheduled daily and weekly care hours for my child's caseload.
• Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
• Implemented physical therapy to support my child's improvement in muscle tone and range of motion.
• Handled incoming mail, bills and invoices and completed appropriate actions.

• Company Overview: Full-Time Temporary Contract for Royal Automobile Club of QLD - RACQ
• ANZIIF GICOP 2021
• Proficient in Microsoft Office
• Supported members on their claims journey in the Property and Niche claims and Motor Claims Department
• Placed Hire Vehicle bookings for Members suitable to their specific needs
• Provide quality service and advice to members and customers (including third parties) regarding the application of relevant policy conditions in a loss situation, and the claims management process
• Negotiate liability, settlements and/or recoveries with insureds, third parties and third-party representatives
• Effectively manage and resolve customer complaints
• Ensure all information required to process a claim is gathered by initiating requests from various sources
• Correctly apply relevant legislation and industry guidelines in the determination of liability
• Interacted well with customers to build connections and nurture relationships.

Passionately Making Lives Better by:

• Always putting clients first.
• Consistently warm and friendly.
• Thinking of creative solutions and always finding a better way.
• Following through with commitments and building great relationships.
• Going above and beyond (even when no one is looking!)
• Creating Happier Ageing experiences and client focused care in home and community settings.
• Delivering on our Brand Promise by owning the client's experience, ensuring that I do whatever it takes to bring peace of mind to my clients and their families.
• Assisting clients with activities of daily living: healthy meal preparation, personal care, light housekeeping, errands, companionship, transportation, etc.
• Meeting all safety standards, using equipment safely and accurately.
• Providing a premium care approach to clients and their family members.
• Responding to Care Services Centre Team regarding scheduling inquiries and updates within the agreed timelines.
• Reviewing the care plan prior to all client visits, completing records accurately and completing all tasks as requested.
• Engaging in open communication with my Care Designer (whom I report to) when opportunities to elevate my client's experience and care are identified.
• Updating unavailability and leave requests with HR to ensure continuity of care for my clients.
• Knowledge and understanding of basic infection control principles.
• Available to provide care 24/7 to meet my clients' needs.
• Completion of Nurse Next Door E-Learning.

• First contact for customers
• Liaise with customers and inspectors with scheduling construction workers
• Provide information to customers about the services being provided
• Liaise with tradesmen to organise site attendance
• Proficient in Microsoft 365 Word, Excel, PowerPoint & Outlook, Microsoft Teams, Dynamics CRM
• Provided exceptional customer service, addressing inquiries and resolving issues promptly.
• Collaborated with team members on projects, promoting a positive work environment and increasing productivity.
• Assisted with various administrative tasks, contributing to the overall smooth operation of the office.
• Maintained detailed records and filing systems, ensuring easy access to vital information.
• Streamlined appointment scheduling for increased accuracy and improved customer satisfaction.
• Kept reception area clean and neat to give visitors positive first impression.
• Confirmed appointments, communicated with clients, and updated client records.
• Answered phone promptly and directed incoming calls to correct offices.
• Resolved customer problems and complaints.

• Promote sales and item offers available
• Studied Professional Development Modules and obtained a clear understanding of Products
• Provided information to customers about products
• Phone enquiries
• Used POS system to process sales, returns, online orders, and gift card activations.
• Replenished stock and organised shelves, racks, and bins to maintain appealing store layout
• Maintained tidy and organised store environment to comply with cleanliness standards.
• Supported team members during peak times to ensure smooth store operations.
• Improved customer satisfaction by promptly addressing and resolving complaints.
• Finalising the cash register at the end of the day

• Efficient and friendly customer service
• Ordering and receiving of stock
• Cash register
• Assist with customers phone enquiries

• Food preparation
• Adhere to WH&S practices
• Stock control
• Great time management
• Fast, friendly & professional approach

• Correspondence with QCCI, Workplace health and safety and industrial relations regarding various staff requests
• Processing of all line of business and data capture for various insurance companies' confidentiality
• Key internal liaison and communication
• Establishment of client relationships
• Maintain retailers Public Liability Insurances and manage database and filing system
• Proficient in Microsoft Word, Excel, PowerPoint & Outlook
• Insurance and financial administration
• Human Resources and payroll relief
• Creation of new employment contracts
• Establish corporate health insurance cover
• Establish staff superannuation memberships
• Assist with seminar preparations
• Draft reports, ethical letters and financial institution letters

• First point of contact
• Assist with client/visitor queries
• Maintain professional and organised front desk
• Client information updates
• Assist with marketing activities as required
• Hand out public liability notices and ensure clients have completed payment
• Organisation of couriers
• Welcoming clients/visitors in a pleasant and warm manner

• Data entry
• Assist with client/visitor queries
• Draft reports, ethical letters and financial institution letters
• Screen calls & take comprehensive phone messages

• Connected callers with appropriate professional, department, or business.
• Streamlined administrative tasks such as message-taking and appointment scheduling for increased productivity across multiple departments.
• Assisted in reducing hold times with swift call handling and efficient use of switchboard system features.
• Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
• Responded to customer inquiries with patience and positivity to establish excellent first impression.
• Operated switchboard and routed incoming calls to appropriate departments.
• Trained and mentored new PBX operations employees.
• Documented messages and forwarded to correct individual.
• Improved call efficiency by effectively routing and managing incoming calls for a busy office environment.
• Collaborated with team members to identify process improvements, resulting in more efficient call handling procedures.
• Contributed to a professional atmosphere by courteously greeting callers and providing helpful assistance.
• Created and maintained company phone directory with current extensions and staff information.
• Supported company initiatives by participating in cross-training opportunities, expanding skill set beyond switchboard operation duties.
• Directed incoming calls to internal personnel and departments, routing to best-qualified department.
• Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
• Scanning Operator - Organisation of our paperless office
• Scan, File, Securely Save and Archive and Send documents to an external storage facility