Debra Sinclair
Helensvale,QLD
Summary
I am a fast learner, adaptable, motivated, and able to work as a friendly and supportive team member. I have excellent communication and interpersonal skills, as I can relate to people on varying levels. I have well-developed organisation and time management skills, as I can prioritise multiple tasks. I work well under pressure to meet demanding deadlines without compromising quality. I am proficient using various software systems including: Microsoft Office Suite: Word, Excel, Outlook, PowerPoint, Works & Access.
Overview
13
13
years of professional experience
Work History
Home and Living Connection Specialist
Disability Housing Australia
09.2023 - Current
- Followed all company policies and procedures to deliver quality work.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Interpreted clients' needs and introduced services to fit specific requirements.
- Maintained current understanding of market conditions, compliance standards and best practices.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
- Developed and managed relationships with key clients and partners to drive growth.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Developed strong client relationships through consistent communication and attentive service.
- Collected, arranged, and input information into database system.
- Generated reports detailing findings and recommendations.
Area Manager
United Disability Care
01.2022 - 05.2023
- Conducted training sessions to educate employees on best practices and procedures to increase profitability.
- Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
- Transformed underperforming teams into productive, profitable teams.
- Resolved conflicts promptly to promote positive environment for customers.
- Brought in exceptional candidates to boost team productivity and operational efficiency.
- Directed workforce planning, customer retention and customer service management for multiple locations.
- Oversaw budget planning, strategy development, community outreach for organization.
- Increased team productivity by streamlining processes and implementing more efficient systems.
- Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
- Improved overall efficiency by identifying areas in need of improvement and implementing necessary changes.
- Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
- Coordinated with various departments to facilitate smooth communication, enhancing operational effectiveness.
- Implemented cost-saving measures that resulted in significant financial savings for the company without sacrificing quality or service.
- Conducted regular performance evaluations to identify areas for improvement and develop action plans for growth.
- Ensured compliance with all relevant regulations, maintaining detailed records and documentation as required.
- Facilitated conflict resolution among team members, promoting open communication and fostering a positive workplace culture.
- Established clear objectives for each project, setting expectations and assigning appropriate resources as needed.
- Continuously improved operational procedures through ongoing evaluation of existing practices, incorporating feedback from team members and adopting industry best practices.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Generated financial and operational reports to assist management with business strategy.
- Built relationships with customers and community to establish long-term business growth.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Managed revenue models, process flows, operations support and customer engagement strategies.
Senior Intake Officer / Support Coordinator
iConnect Life
09.2020 - 01.2022
- Streamlined client intake process by implementing an efficient case management system.
- Improved customer satisfaction with timely and professional responses to inquiries.
- Managed a high volume of cases, prioritizing workload for optimal efficiency.
- Coordinated with multiple departments to ensure seamless client onboarding experience.
- Conducted thorough assessments of client needs and made appropriate service recommendations.
- Maintained detailed records of all client interactions in a secure database system.
- Served as a liaison between clients and service providers, ensuring clear communication and understanding of expectations.
- Assisted clients with completing required paperwork, simplifying the application process for them.
- Ensured compliance with relevant regulations by meticulously reviewing documentation for accuracy and completeness before submission.
- Utilized strong listening skills when interacting with clients, allowing them to feel heard and understood during the intake process.
- Developed rapport with clients through empathetic communication, fostering trust in the organization''s services.
- Demonstrated adaptability when faced with changing policies or procedures, adjusting approach accordingly without compromising effectiveness.
- Mentored new hires, sharing insights gained from years of experience and contributing to their successful integration into the team.
- Prepared reports to document incidents.
Support Coordinator
The Benevolent Society
09.2019 - 04.2020
- Redundancy
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
- Improved client satisfaction by efficiently addressing and resolving support issues.
- Developed tailored support plans for diverse clientele, identifying unique needs and goals.
- Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
- Maintained detailed documentation of client interactions and progress toward goals, providing a clear record of care provided.
- Conducted thorough assessments to identify client needs and develop appropriate support interventions, resulting in improved client outcomes.
- Served as an advocate for clients within the community, working closely with external partners to facilitate access to resources and supports.
- Reduced case management timeframes by implementing efficient tracking systems and streamlining workflows, leading to increased capacity for additional clients.
- Instrumental in achieving positive outcomes for clients by consistently developing realistic action plans aligned with specific goals and objectives.
- Monitored emerging trends in support coordination, actively adapting best practices to stay current with industry standards and improve overall service quality.
- Coordinated meetings and events for internal and external groups.
- Created, prepared, and delivered reports to various departments.
- Prepared agendas and took notes at meetings to archive proceedings.
- Helped clients manage and reach individual goals, supporting independent progression and social skills.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Local Area Coordinator
Social Futures
09.2018 - 08.2019
- Enhanced community engagement by organizing and facilitating local events and programs.
- Developed strong partnerships with community organizations for improved service delivery and collaboration.
- Implemented tailored support plans for individuals, addressing their specific needs and goals.
- Managed caseloads effectively, ensuring timely follow-ups and accurate documentation of progress.
- Promoted a person-centered approach to service provision, empowering individuals to make informed decisions about their lives.
- Provided training and guidance to team members, contributing to their professional growth and skill development.
- Coordinated multidisciplinary teams, optimizing communication and collaboration among various stakeholders.
- Evaluated program effectiveness through regular monitoring and reporting on key performance indicators.
- Maintained up-to-date knowledge of relevant legislation, policies, and best practices in the field of disability services.
- Resolved conflicts professionally by mediating discussions between parties involved while maintaining confidentiality guidelines.
- Conducted thorough assessments to determine eligibility for services or additional supports as required by each individual''s circumstances.
- Streamlined internal processes by implementing efficient case management systems that improved staff productivity.
- Maintained accurate records of client interactions and service provision, ensuring compliance with audit requirements.
- Monitored front areas so that questions could be promptly addressed.
Program Coordinator
ACCnet21
03.2016 - 08.2018
- Redundancy
Program Coordinator / Administrator
Child Protection FSG
01.2015 - 01.2016
- End of contract
Client Advisor Intake
CareConnect
04.2013 - 10.2014
- Redundancy
Consultant – Case Management
The Salvation Army EP
08.2010 - 04.2013
Education
Bachelor of Social Science - Social Welfare
Southern Cross University
Lismore, NSW10.2010
Skills
- Ability to liaise with community groups and/or external service providers
- Ability to plan, organise, supervise, and support a group of individuals
- Analyse data to identify key issues, trends, and observations Provide feedback to enhance services
- Conducting regular and accurate internal audits around compliancy
- Conduct team meetings to rollout and review protocols, behaviour support strategies, IP progress, programs and to discuss other relevant issues
- Database reporting and report writing
- Effective analytical and problem-solving abilities
- Experience and understanding of case management in a human services field
- Good conflict-resolution and Risk Management
- Highly self-motivated and able to work in a team environment or unsupervised
- Knowledge, interpretation and application of legislation, policies, and procedures
- Prepare compliance audit data by compiling and analysing internal and external information
- Provided guidance, support and coaching to staff to assist them to understand the delivery services and programs to individuals
- Provide client centre approach to support clients to locate suitable housing/accommodation options and matching the options to the clients’ specific needs
- Supervise, guide and mentor teams of up to 30 employees
- Quality Assurance
- Documentation management
- Policy and Procedure Modification
- Scheduling and Calendar Management
Education Training Certificates
- Suicide prevention
- The Power of Positive Psychology: Practical Strategies for maximising Clients’ Resilience and strength.
- Diploma of Management.
- Person Centred Training.
- Brue Perry - Trauma Training: Therapeutic care understanding and responding to complex trauma.
- Current First Aid & CPR.
- Current Working with Children’s Check NSW.
- Current Blue Card.
- Current NDIS Screening Card.
References
- Lauren Ivanyi, CEO – Disability Housing Australia, 0406 331 303
- Nicole Staff, Intake Manager – United Disability Care, 0438 767 107
Timeline
Home and Living Connection Specialist
Disability Housing Australia
09.2023 - Current
Area Manager
United Disability Care
01.2022 - 05.2023
Senior Intake Officer / Support Coordinator
iConnect Life
09.2020 - 01.2022
Support Coordinator
The Benevolent Society
09.2019 - 04.2020
Local Area Coordinator
Social Futures
09.2018 - 08.2019
Program Coordinator
ACCnet21
03.2016 - 08.2018
Program Coordinator / Administrator
Child Protection FSG
01.2015 - 01.2016
Client Advisor Intake
CareConnect
04.2013 - 10.2014
Consultant – Case Management
The Salvation Army EP
08.2010 - 04.2013
Bachelor of Social Science - Social Welfare
Southern Cross University
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