Dynamic leader with extensive experience in Aged Care, specializing in quality management and operational excellence. Proven track record in enhancing customer experience and driving staff development. Adept at regulatory compliance and risk management, fostering a culture of continuous improvement and collaboration to achieve strategic goals. Committed to delivering impactful, person-centered care.
Hi, I’m
Chad Couper
Sydney,NSW
Summary
Overview
22
Years of professional healthcare experience
1
Certification
Work History
St Luke's CareSydney, NSW
Director of Home and Community Services Contract
11.2024 - 05.2025
Job overview
UnitingSydney, NSW
Operational Support Lead Senior Services
11.2022 - 11.2024
Job overview
- This is a senior management role leading quality and governance across 24 Residential Aged Care Services and is responsible for collaboration with the Practice and Quality stream to lead implementation of quality management systems, frameworks, and practice from Senior Leadership into impactful grass roots practice.
- This role is focused on the provision of coaching, advice, and support to build capability and capacity within the local operational team, specializing in auditing, accreditation, complaints, and incident management and linking the insights to coach enhanced clinical practice.
- Generated reports to track performance and analyze trends.
- Monitored system performance to identify potential issues.
UnitingSydney, NSW
Quality Lead Residential
05.2021 - 11.2022
Job overview
- In collaboration with the wider Residential Aged and Health Care team I lead and facilitate local implementation of stream wide quality management strategies, initiatives, and plans.
- Work to enable Service Managers to implement effective quality improvement activities including auditing, complaints, and incident management.
- Lead the provision of specialist advice at the local level in clinical governance and quality.
- Work in support of other Uniting functions and teams fostering coordination across the organisation, avoiding duplication, standardising on efficient processes, and delivering continuous improvement.
- Remained compliant with federal, state and municipal regulations related to safety of company and personnel.
- Performed audits and inspections to conform to established standards.
- Reviewed processes and identified potential quality issues.
- Collected and analyzed data to measure effectiveness of quality control processes.
- Revised and drafted policies and procedures to address deficiencies comprehensively.
- Conducted data review and followed standard practices to find solutions.
- Advised and led process improvement team with deliberation, leadership and strategic planning.
UnitingSydney, NSW
Area Manager Northern Sydney Home and Community Care
07.2019 - 04.2021
Job overview
- This role is responsible for contributing to the development of the strategy of the Directorate, in addition to organizing the planning, budgeting, and reporting of activities within the Home & Community Care team, coordinating key processes within the team and preparing regular management reports.
- To provide effective operational management of community services, consistent with operational and service delivery objectives.
- Lead and implement operational models working effectively with business partners incorporation legislative and other reforms.
- Lead and develop staff to drive business performance, informed by the strategic and business objectives and values of the organization.
- Develop and grow viable community care services and optimise systems and quality processes.
- Manage risk and regulatory requirements to ensure a safe and compliant environment for staff and clients.
- Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
- Conducted training sessions to educate employees on best practices and procedures to increase profitability.
- Resolved conflicts promptly to promote positive environment for customers.
- Transformed underperforming teams into productive, profitable teams.
- Supervised various locations, enforcing high-quality standards of operation.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Organized promotional events and interacted with community to increase sales volume.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Built relationships with customers and community to establish long-term business growth.
- Collaborated cross-functionally with headquarters, regional and other teams to maintain consistent message and experience.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
- Managed revenue models, process flows, operations support, and customer engagement strategies.
UnitingSydney, NSW
Manager, Community Care Direct, Business Support and Development
05.2018 - 06.2019
Job overview
- The main purpose of the Business Support & Development role is to lead, manage, develop, and support operations of the Community Care Direct Team in delivering best practice models of Community Care Service in line with the current operating system.
- To achieve seamless, quality operations within a designated team whose purpose is to provide all training, quality assurance and compliance requirements for the Customer Service Business Centre operation.
- To support and develop the Business Support staff, Continuous Quality, Training and Team Leader staff at Community Care Direct by developing systems and procedures that support all work carried out in the Customer Business Centre of CCD.
- To maintain and grow capabilities of all Community Care staff to align with Community Care Operating Model and systems.
- To maintain and grow capabilities of all Community Care Direct staff.
- To develop learning solutions that capitalise on the skills and experience of all Community Care Direct staff for capability development.
- To ensure capability development advice and solutions are provided and coordinated efficiently and effectively.
- Ensure that all education and training is contemporary, related to workforce structures and compliant with industry legislation, standards, and guidelines.
- Developed and maintained relationships with customers and suppliers through account development.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Managed and motivated employees to be productive and engaged in work.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Developed detailed plans based on broad guidance and direction.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
UnitingSydney, NSW
Service Excellence Specialist
09.2016 - 05.2018
Job overview
- This role is responsible for the provision of coaching and change management expertise in the delivery and adoption of the Inspired Care methodology and person-centred principles, challenging existing structures and supporting process and system improvement for the overall effective delivery of person-centred care.
- This role is focused on the development of consistent standards, processes, and systems, reflecting an Inspired Care and person centred approach, whilst ensuring that statutory obligations and professional ethics are met as a minimum standard and exceeded as per our desire to shape the industry.
- Followed all company policies and procedures to deliver quality work.
- Generated reports detailing findings and recommendations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into database system.
- Educated staff on organizational mission and goals to help employees achieve success.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Devised and implemented processes and procedures to streamline operations.
- Developed effective improvement plans in alignment with goals and specifications.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Frequently inspected production area to verify proper equipment operation.
- Created and managed project plans, timelines and budgets.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Gathered, organized and input information into digital database.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained database systems to track and analyze operational data.
Continuous Quality Improvement Consultant/Community Operations Manager
10.2014 - 09.2016
Job overview
- This role is responsible for the provision of coaching and change management expertise in the delivery and adoption of the Inspired Care methodology and person-centred principles, challenging existing structures and supporting process and system improvement for the overall effective delivery of person-centred care.
- This role is focused on the development of consistent standards, processes, and systems, reflecting an Inspired Care and person centred approach, whilst ensuring that statutory obligations and professional ethics are met as a minimum standard and exceeded as per our desire to shape the industry.
Australian Department of HealthSydney , NSW
Commonwealth Nursing Officer, Regulatory Specialist
08.2009 - 10.2014
Job overview
- Lead functions across the Complaints Commission, Standards 'Accreditation' Assessment Team, Aged Care Allocations Rounds, Aged Care Funding Instrument (ACFI) portfolios.
- Conduct clinical investigations, root cause analysis and guide conciliations to support services to compliance and improved performance.
- Lead service centre quality reviews against the 'accreditation' standards.
- Submission of highly developed reports incorporating data analytics and empirical research for delegated decisions and their reconsiderations on behalf of the federal minister of the day.
- Develop risk management plans when issues of concern were identified.
- Followed all policies and procedures to deliver quality work.
- Observed packing operations to verify conformance to specifications.
- Collected, arranged, and input information into database system.
- Developed effective improvement plans in alignment with goals and specifications.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Generated reports detailing findings and recommendations.
- Gathered, organized and input information into digital database.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Created and managed project plans, timelines and budgets.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated customer needs and feedback to drive product and service improvements.
Ramsay Health CareNewcastle, NSW
NURSE GENERALIST
07.2005 - 10.2009
Job overview
- Administered medications via oral, IV, and intramuscular injections and monitored responses.
- Remained calm during high-stress, critical situations, demonstrating sustained focus and problem-solving in real-time.
- Performed routine wound care and dressing changes on schedule.
- Advised patients and caregivers of proper wound management, discharge plan objectives, safe medication use, and disease management.
- Implemented care plans for patient treatment after assessing physician medical regimens.
- Collaborated with leadership to devise initiatives for improving nursing satisfaction, retention and morale.
- Facilitated therapeutic communication, conflict resolution and crisis intervention by redirecting negative behaviors and helping patients regain or improve coping abilities.
- Evaluated patient histories, complaints, and current symptoms.
- Leveraged feedback and process improvement opportunities to create safer and healthier environment and increase patient satisfaction.
- Managed patients recovering from medical or surgical procedures.
- Led teams in driving successful patient outcomes by prioritizing standard of care and best practices.
McKenzie Aged Care Group Pty LtdMelbourne, Vic
Quality Improvement Coordinator
01.2003 - 02.2005
Job overview
- Documented and reported issues with compliance, standards of care, and quality assurance requirements.
- Developed quality improvement plans, policies and operational guidelines.
- Compiled review data and produced detailed reports for use by McKenzies Aged Care
- Checked patient conditions and records to evaluate care.
Education
Charles Sturt University
Master's degree from Business/Commerce, General Management
01.2014
University Overview
University of South AustraliaAdelaide
Bachelor of Nursing from Registered Nurse
06.2008
University Overview
Skills
- Customer Experience
- Customer Service Operations
- Strategic Human Resource Planning
- Government relations
- Conflict resolution
- Actor guidance
- Non-profit management
- Staff development
- Business administration
- Performance management
- Human resources management
- Problem-solving
- Project management
- Regulatory compliance
- Contract and vendor management
- Risk management
- Budget control
- Financial reporting
- Sales management
- Financial management
- Cross-functional team leadership
- Facilities management
- Stakeholder engagement
- Coaching and mentoring
- Decision-making
- Strategies and goals
- Team management
- Operations management
- Goal setting
- Creativity and innovation
Certification
Registered nurse
Timeline
Director of Home and Community Services Contract
St Luke's Care
11.2024 - 05.2025
Operational Support Lead Senior Services
Uniting
11.2022 - 11.2024
Quality Lead Residential
Uniting
05.2021 - 11.2022
Area Manager Northern Sydney Home and Community Care
Uniting
07.2019 - 04.2021
Manager, Community Care Direct, Business Support and Development
Uniting
05.2018 - 06.2019
Service Excellence Specialist
Uniting
09.2016 - 05.2018
Continuous Quality Improvement Consultant/Community Operations Manager
10.2014 - 09.2016
Commonwealth Nursing Officer, Regulatory Specialist
Australian Department of Health
08.2009 - 10.2014
NURSE GENERALIST
Ramsay Health Care
07.2005 - 10.2009
Quality Improvement Coordinator
McKenzie Aged Care Group Pty Ltd
01.2003 - 02.2005
Charles Sturt University
Master's degree from Business/Commerce, General Management
University of South Australia
Bachelor of Nursing from Registered Nurse
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