Donna Chapman
Deception Bay,QLD
Summary
Tireless Service Delivery Manager talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess.
Overview
37
37
years of professional experience
Work History
Service Delivery Manager
Centacare
07.2021 - Current
- Overseeing X4 SIL sites Complex medical needs -Behaviours of concern Promoting staff to be ‘SAFE HANDS’ for clients
- Overseeing day-to-day operation of SIL
- Support staff with doctor and Specialist appointments
- Liaise with Support Coordinators / and stakeholders for positive change
- Involvement in NDIS plan meeting Support staff / supervision of staff / training Team building Change management
- Promoting choice and control Development of Person-Centered Plans Roster development / Staff recruitment Quality Assurance /Auditing SIL budget management Meet KPI’s
- Support and Mentor other Service Leaders
Service Manager
Yooralla
10.2020 - 06.2021
- Overseeing x2 complex SIL sites, Manage day to day operations of (SIL)
- Supervision of staff / training Development of Person-CenteredCustomer Support Plans Involvement with NDIS planning meetings
- Meeting KPI’s Manage SIL budgets
- Liaise with stakeholders for positive outcomes
- Roster development/ Staff recruitment Change management
- Team building Quality Assurance / Auditing Performance Management
Operations Manager
Department of Human Services and Home@Scope
02.2018 - 08.2020
- Overseeing day to day operations of 6 complex Support Independent Living Sites Mentoring and support of House Supervisors Mentoring and support of new Operation Managers Training of Kronos – (rostering system) to House supervisors and staff Manage Group home budgets
- Management of stationary / maintenance budgets Liaise with stakeholders for positive outcomes
- Roster development / staff recruitment training
- Successfully supporting staff and other managers with change management form Government to Non Government Funding
- Quality Assurance / Auditing (Internal across regions) Report writing and recommendations from audit
- Performance Management Reporting to NDIS commission / incident reporting Development of ROC (roster of Care) SIL ROC submissions
House Supervisor
Disability Accommodation Services - Southern Metropolitan Area
01.1993 - 08.2018
- Manage day to day operations of (SIL) Supported Independent Living Accommodation
- Supervision of staff / training Mentoring of other Managers Development of Personal plans Involvement with NDIS planning meetings
- Meeting KPI’s Roster development / shift filling Change management
- Staff recruitment Quality Assurance / Auditing (Acting Operation manager through this time for holiday replacement)
Direct Care Worker
Kew Cottages
01.1987 - 01.1993
- Student Nurse Acting Unit Manager Client Personal care and Development Oversee running of unit/ supervision of staff / PCP development / Doctors’ appointments
Education
Mental Retardation Nursing (MRN) Certificate -
Kew Cottages
Victoria 12.1993
Diploma of Community Services (childcare) -
Tafe - Victoria
02.2002
First Aid -
St John
12.2025
CPR -
St John
12.2024
Working with Children (Blue Card) -
06.2024
NDIS Worker Screening Card -
NDIS Worker Orientation Module Quality, Safety and You -
Diploma of Community Sector Management -
Spectrum
Skills
- Team work
- Excellent communication
- Ensure compliance with Government regulations
- Problem solving
- Commitment to excellence
Awards
Victorian Service Excellence Award, 10/2018, for dedication to client focussed practice
Timeline
Service Delivery Manager
Centacare
07.2021 - Current
Service Manager
Yooralla
10.2020 - 06.2021
Operations Manager
Department of Human Services and Home@Scope
02.2018 - 08.2020
House Supervisor
Disability Accommodation Services - Southern Metropolitan Area
01.1993 - 08.2018
Direct Care Worker
Kew Cottages
01.1987 - 01.1993
Mental Retardation Nursing (MRN) Certificate -
Kew Cottages
Diploma of Community Services (childcare) -
Tafe - Victoria
First Aid -
St John
CPR -
St John
Working with Children (Blue Card) -
NDIS Worker Screening Card -
NDIS Worker Orientation Module Quality, Safety and You -
Diploma of Community Sector Management -
Spectrum
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