Danielle Gordon
Paralowie,SA
Summary
Dedicated Aged Care professional with a history of meeting organisational goals. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organisational brand and customer growth. Collaborative leader that consistently demonstrates a dedication to partnering with teams to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
14
14
years of professional experience
Work History
Home Manager, Healthia
ACH Group
07.2023 - Current
- Management and leadership of all operational functions at the site including delivery of care, hospitality services and holistic support to residents
- Ensure Person Directed Care and Living principles are used to guide all decisions about resident care
- Monitor clinical outcomes and ensure all appropriate documentation and actions are undertaken accordingly
- Monitor and evaluate all aspects of compliance and ensure that related accreditation outcomes are documented and any remedial actions are undertaken in a timely manner
- Responsible for the homes financial sustainability and operating within budget
- Monitor income and ANACC classification
- Create and maintain successful relationships with governing bodies and partners of the Healthia site
Head of Home Support
ACH Group
10.2019 - Current
- Provide leadership Commonwealth Home Support Program (CHSP) and Business Support Functions (including the Customer Service Centre & Scheduling Team)
- Successfully transitioned the Community Frontline Workforce to form part of the Head of Home Support portfolio
- Implemented strategies to increase CHSP outputs and financial viability of the program including creating a 'provider-partner' model to increase capacity and accept more customers to services such as cleaning.
- Using feedback from customers, successfully implemented quality customer service principles and service levels for the Customer Service Centre and Scheduling Teams to facilitate excellent relationships with external and internal stakeholders.
- Maintain Aged Care Quality Accreditation by ensuring all aspects of quality and compliance are top of mind for all leaders.
- Successfully implemented SIRS reporting for the CHSP program and related work processes
- Demonstrated leadership skills in managing projects from concept to completion.
Customer Access Manager
ACH Group
01.2016 - 10.2019
- Responsibility for daily operations of the Customer Access Team which includes the following programs and support functions; Veterans Home Care Assessment Agency, Commonwealth Home Support Program, Veterans Home Care Service Provision, Home and Community Care, Home Assist and Customer Service Centre
- Responsibility for management of an $11.6m operational budget
- Providing leadership and direction to 7 direct reports and 60+ indirect reports
- Management of customer critical incidents and escalations
- Lead role in development and implementation of CRM (Salesforce)
- Implemented a ‘New Services Team’ with the skills and technology to have effective conversations with potential customers to Aged Care Services
- Selected as one of four team leaders for the inaugural ACH Group ‘Leadership Challenge’
- Successful EFT response to the existing VHCAA contract, including growth into new regions
CHSP & VHCA Manager
ACH Group
04.2013 - 08.2016
- Provided leadership, guidance and support to staff members
- Development and maintenance of a robust and mutually respectful relationship with contract managers at the Department of Veterans Affairs
- Performed a successful re-structure of the VHCAA to ensure ongoing viability of the program which included the management of a 1.2k operational budget.
- Maintaining current ISO 9001:2008 accreditation by operating Quality Management System
- Monitored program performance and outcomes for successful delivery of services.
Customer Service Centre Team Leader
ACH Group
05.2010 - 07.2013
- This role involved leading a small group of team members to provide excellent Customer Service while acting as central intake point for community clients of ACH Group
- Winner of 2011 ACH Group Organisational Quality Award for work on restructuring of ACHG's Customer Service Centre
- Swiftly gaining knowledge of Health and Community programs and services to ensure Intake Officers had confidence in my ability to lead them.
- Project lead on successful installation of a new telephone system at the Blair Athol site and subsequent relocation to 22 Henley Beach Road
- Key member of the project team managing change of divisional electronic client intake and creation of electronic files
- Successful implementation of workflow improvements to ensure daily management of customer service centre workload is in line with service level agreements.
- Established a cross-training program to ensure staff are equipped with appropriate skill set to suit business needs.
- Familiarisation with ISO 9001 as per the Contact Centre’s accreditation
Education
Certificate IV in Dementia Practice
Dementia Australia
07.2025
Diploma of Nursing -
Tafe SA
Gilles Plains11.2023
Green House Core Education
Green House Project
In House Training05.2023
Certificate IV - Frontline Management
Tafe SA
Adelaide05.2014
Skills
- Passionate People Leader
- Focus on Human (customer) Experience
- Strong Business Acumen
- Adept Problem-Solver
- Analytical and Critical Thinker
- Quality Standards
Additional Information
Enrolled Nurse
Current NCHRC
All relevant vaccinations are up to date
Other Experience
Previous
Executive Member, Northern Collaborative Project
Executive Member, Western Linkages Project
Chair, Site WHSIM, ACHG
Chair, Operational Forum, ACHG
Timeline
Home Manager, Healthia
ACH Group
07.2023 - Current
Head of Home Support
ACH Group
10.2019 - Current
Customer Access Manager
ACH Group
01.2016 - 10.2019
CHSP & VHCA Manager
ACH Group
04.2013 - 08.2016
Customer Service Centre Team Leader
ACH Group
05.2010 - 07.2013
Certificate IV in Dementia Practice
Dementia Australia
Diploma of Nursing -
Tafe SA
Green House Core Education
Green House Project
Certificate IV - Frontline Management
Tafe SA
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