Dragana Jagnjic

My current role as an A/ Planner Supervisor is also paired with undertaking the role of the Subject Matter Expert and Lead Super User for the New Business System that is replacing SAP CRM called PACE.

I am responsible for delivering the new business system across the Aged Care/ Hospital Interface Branch. My day to day roles and responsibilities include but are not limited to:

• Apply strong leadership support and problem-solving skills to maintain team efficiency and organise workflow.
• Handle participant complaints, resolve issues, and adjust processes.
• Support a team of planners with complex planning questions and circumstances.
• Employ strong program management skills to successfully define and manage ongoing initiatives designed to control risks related to PACE rollout.
• Train and mentor planners, supervisors and directors on PACE programming.
• Produce reports to inform senior management of current activities and progress with PACE.
• Monitor workflow to improve planner time management and increase productivity.
• Maintain compliance with agency legislation, objectives, and Participant Service Guarantees.
• Establish and maintain quality planning standards.
• Proven ability to learn quickly and adapt to new situations.
• Work well in a team setting, providing support and guidance.
• Work effectively in fast-paced environments.
• Provide coaching and mentoring to employees.
• Demonstrate respect, friendliness and willingness to help wherever needed.
• Excellent communication skills, both verbal and written.
• Passionate about learning and committed to continual improvement.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Use critical thinking to break down problems, evaluate solutions and make decisions.
• Develop and maintain courteous and effective working relationships.
• Participate in team projects, demonstrating an ability to work collaboratively and effectively.

One of the most significant parts of the Team Leader & Senior LAC role is taking on Leadership duties as a second in charge and conducting quality checks of all plans submitted by a Local Area Coordinator. The role involves providing constructive feedback and suggestions to LACs based on their work. And ensuring all plans are submitted to adhere to Latrobe Community Health Service (LCHS) KPIs. Further to this, tasks within my role as a Senior Local Area Coordinator include but are not limited to:

• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
• Delegated tasks to administrative support staff to organize and improve office efficiency.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Undertake daily team leader duties as required.
• Provide senior overview of the day-to-day activities of Local Area Coordinators and provide them with guidance and mentoring.
• Assist with allocation of work/rostering to ensure variable service demands are met effectively and efficiently.
• Assist the management team to ensure new staff are effectively orientated and inducted into the organisation and the program.
• Provide and collate reports, relevant data and statistics as requested by the Team Leader and Area Manager.

The roles and responsibilities undertaken as a Local Area Coordinator include but are not limited to:

• Assisting Individuals eligible for access to the NDIS.
• Develop NDIS plans that support the attainment of personal objectives through discussion and assessment as they transition through each stage of the NDIS pathway/
• Assisting participants to develop a plan that includes their goals, strengths, needs and future aspirations.
• Meet service delivery key performance outcomes within productivity requirements.
• Ensure that the contractual and organizational Key Performance Indicators for planning with individuals eligible for NDIS are met.

A four year education degree focusing on the following key points:

• The development of young children and their connection to family, community, and culture
• Improving education and developmental outcomes for children
• Establishing relationships with children and families
• Cultural and social diversity
• Early intervention and transition to school
• Leadership and advocacy
• Creating physical and social learning environments.