Dulcinea Hernandez
Helensvale,QLD
Summary
With over 20 years of experience, I’ve led high-performing teams to deliver meaningful, evidence-based outcomes for individuals, families, and young people. My leadership is driven by purpose, strategic collaboration, and a commitment to quality, improving engagement and success through inclusive, outcome-focused initiatives.
Overview
21
21
years of professional experience
Work History
Manager – NDIS Partners in the Community LAC Program
Carers QLD
Brisbane
08.2018 - Current
- I lead a large multidisciplinary team to deliver high-quality case management, community engagement, and capacity-building services across the Brisbane region.
- Led the coordination, delegation, and strategic direction of service delivery and community engagement initiatives, ensuring accountability for high-quality outcomes.
- Developed and implemented robust workforce planning strategies aligned with key deliverables and long-term service sustainability.
- Served as the escalation point for complex case management, including comprehensive risk assessment and mitigation.
- Improved quality outcome measures by 30% within six months through the implementation of targeted service delivery enhancements and performance monitoring tools.
- Embedded a person-centred planning approach into operational workflows enhancing client engagement, autonomy, and tailored support outcomes.
- Established strategic referral pathways with key stakeholders, significantly enhancing support networks and access to services for clients.
Head of Children & Families Services
FSG
Gold Coast, Northern NSW
03.2015 - 07.2018
- Led a large team of professionals from diverse backgrounds across the Gold Coast and Northern NSW to deliver intensive case management across multiple service areas, including residential care, foster care, support for young people with complex disabilities, and assistance for victims of domestic violence and their families.
- Provided strategic oversight of all programs and projects supporting children and young people, ensuring alignment with budgetary requirements and compliance with funding guidelines.
- Lead and supported a diverse team of case managers and allied professionals.
- Championed person-centred, trauma-informed and culturally responsive approaches.
- Designed and implemented an escalation protocol and critical incident response framework, strengthening risk management and safeguarding practices across service areas.
- Secured multi-year funding by demonstrating measurable impact and aligning program delivery with strategic government priorities.
- Increased staff retention by 25% through targeted professional development, mentoring, and wellbeing initiatives.
Head of Volunteering, 2014 G20 Brisbane Summit
Volunteering Queensland
01.2014 - 01.2015
- Lead the strategic design and delivery of the volunteer program for the 2014 G20 Brisbane Summit, ensuring effective recruitment, training, and deployment of volunteers across key event functions.
- Developed and implemented a strategic volunteer engagement framework, aligning with summit protocols and enhancing volunteer readiness and professionalism.
- Collaborated with government agencies, summit organisers and community partners to ensure volunteer roles were integrated into broader event.
- Delivered high-impact volunteer training programs, resulting in a 95% satisfaction rate and strong post-event retention for future volunteering initiatives.
- Implemented real-time communication and rostering systems.
Director, Community Participation
Volunteering Queensland
05.2012 - 10.2014
- Provided executive leadership to multiple teams across Queensland, overseeing the delivery of human services projects and programs funded by government bodies and philanthropic initiatives.
- Oversaw programs that empowered individuals to engage meaningfully in their communities, with a focus on inclusion, accessibility, and person-centred practice.
- Built and maintained partnerships with government agencies, service providers and community organisations to strengthen engagement.
Senior Change Management Consultant
QLD Government
02.2009 - 01.2012
Manager Organisational Services
MultiLink Community Services
06.2006 - 01.2008
Service Manager- Humanitarian Settlement Services
MultiLink Community Services
05.2004 - 01.2006
Education
Graduate Certificate - Trauma Responsive Practice
Flinders University
12.2026
Master of Human Resource Management -
Griffith University
01.2016
Bachelor of Behavioural Science -
Griffith University
01.2002
Skills
- Community engagement
- Case management
- Team leadership
- Strategic planning
- Stakeholder collaboration
- Staff training and development
References
- Rebecca Binyon, current direct line manager, Rebecca.Binyon@ndis.gov.au
- Peter Forday, previous direct line manager, Peter@PeterForday.com
Timeline
Manager – NDIS Partners in the Community LAC Program
Carers QLD
08.2018 - Current
Head of Children & Families Services
FSG
03.2015 - 07.2018
Head of Volunteering, 2014 G20 Brisbane Summit
Volunteering Queensland
01.2014 - 01.2015
Director, Community Participation
Volunteering Queensland
05.2012 - 10.2014
Senior Change Management Consultant
QLD Government
02.2009 - 01.2012
Manager Organisational Services
MultiLink Community Services
06.2006 - 01.2008
Service Manager- Humanitarian Settlement Services
MultiLink Community Services
05.2004 - 01.2006
Graduate Certificate - Trauma Responsive Practice
Flinders University
Master of Human Resource Management -
Griffith University
Bachelor of Behavioural Science -
Griffith University
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