Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Awards Volunteer Work
References
Timeline
Generic

GEORGIA KELLY

Glen Waverley,VIC

Summary

I am a compassionate support coordinator/psychosocial recovery coach with 5 years’ experience working with individuals living with disabilities in different capacities. More specifically, I worked at ACSO in the ‘Forensic Disability’ space for over three years. During my time at ACSO I was responsible for supporting individuals with disabilities who were considered high risk and complex needs, that were subject to court orders i.e. supervision orders, supervised treatment orders and community corrections orders.

Experience creating effective care plans based on individual needs. Committed to maintaining a positive and safe environment, whilst helping participants build upon their independence, strengths and skills to work towards their NDIS goals. Dedication proven through managing a dual role (team leader of ACSO's NDIS outreach department and SFDA residential site simultaneously). The dual role gave me a unique skillset that I have been able to put into practice in my current role as support coordinator/psychosocial recovery coach. Utilizing the organizational skills developed to effectively coordinate various types of stakeholders in order to ensure best outcomes for each individual participant. Prior to my leadership roles, I was a Forensic Residential Support Worker and Forensic NDIS Worker, working across residential sites and on community access shifts. Relevant qualifications include Bachelor’s Degree in Criminology, Advanced Diploma of Justice and Diploma of Mental Health. I am hoping to be able to combine my experience in forensic disability, support coordination, support work and psychosocial recovery coaching to branch out as an independent support coordinator.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Support Co-Ordinator/Psychosocial Recovery Coach

Victorian Disability Services
09.2022 - Current
  • Provide support to people with psychosocial disabilities to live a full and contributing life
  • Assisting participants to take more control of their lives and better manage complex challenges of day-to-day life
  • Supporting participants to build capacity, including strengths and resilience, through strong, respectful rapport building and skilled coaching
  • Work collaboratively with participants, their families, their carers and supports to design, plan, implement and adjust a recovery plan
  • Coordination of NDIS and other supports to create an effective care team
  • Creating and maintaining service agreements including schedule of supports
  • Working with participants to achieve their goals in line with NDIS plan
  • Appropriate and professional boundary setting
  • Providing information on relevant community resources to participants and making referrals where required
  • Managing caseload and task list in a coordinated, efficient and timely manner
  • All participants are linked with service options corresponding with their NDIS Plan support items and funding
  • A range of options are provided to participants to select from to achieve the outcomes in their NDIS Plan
  • Maintain a working log of all contacts with clients, families/carers and support services within the CRM
  • Documented evidence demonstrates that organisational policies and service procedures are followed
  • Maintaining strong knowledge and relationships in relation to NDIS registered providers capable of delivering a range of services to participants
  • Participant records are updated, reviewed, and kept in order
  • Complying with all relevant legislation and codes of conduct
  • Ensuring Work Health and Safety guidelines are adhered to
  • Maintain an up-to-date knowledge of the NDIS systems and practices
  • Maintain an up-to-date knowledge of local services
  • Provide Crisis support to participants
  • Assess and manage risk in line with organisational policies and procedures
  • Engage in a professional manner with all NDIA staff and LAC’s
  • Reporting all reportable incidents to NDIS and following appropriate procedures.

Team Leader – Dual Role – NDIS Outreach and Accommodation Services and Specialist Forensic Disability Accommodation (SFDA)

Australian Community Support Organisation
07.2019 - 01.2023
  • Provide daily guidance to both teams to ensure effective delivery of services
  • First point of escalation for client care matters and staff queries
  • Monitor and evaluate staff performance, create and monitor performance development plans and assist staff with professional development goals
  • Develop and maintain a cohesive and positive team culture
  • Manage service delivery to ensure residents receive best possible support
  • Monitor the worksite to ensure all WHS checks and processes are completed daily
  • Liaising with care teams regarding resident requirements, outcomes and updates
  • Attending regular care team meetings and providing clear updates to the team
  • Assisting team members to assess and monitor risk daily
  • Conducting supervision and maintaining thorough supervision notes related to all direct reports
  • Lead, supervise and coach team members daily
  • Recruiting, inducting and training new team members
  • Rostering and shift coverage
  • Conducting regular team meetings with both teams
  • Provide regular feedback to Program Managers
  • Monthly reports and auditing on resident files and WHS tasks
  • Quality checking and posting of incident reports using Riskman
  • Use of TechOne for recruitment, supervision and credit card reconciliation
  • Maintaining house budget
  • Building rapport with both direct reports and clients across both teams
  • Assisting and supporting employees to support high risk and complex needs clients in both a residential and community-based setting
  • Working with individuals with disabilities and forensic backgrounds
  • Diary maintenance
  • Modelling pro social behaviours to clients and influencing behavioral change
  • Decision making related to resident’s wellbeing and house policies
  • Forensic NDIS Worker
  • Supporting high risk and complex needs participants in a residential setting with activities of daily living – prompting, reminding, educating and engaging
  • Supporting participants by assisting them to access the community and engage in social activities
  • Encouraging and assisting participants to complete domestic tasks around the home
  • Assisting participants with paperwork and administrative tasks
  • Use of behaviour tracking charts i.e
  • DRAMS, GAS tracking, Weekly updates, Weekly planners and STARR charts
  • Administering and recording of participants medication as required
  • Liaising with stakeholders such as; Corrections Victoria, State Trustees, NDIS, Victoria Police, Support Work agencies
  • Writing detailed case notes and completing incident reports
  • Forensic Residential Support Worker
  • Member of On Call Roster
  • Providing emergency after hours phone support to support staff working at forensic residential sites
  • Assisting with last minute rostering changes and emergency CSRT staff deployment
  • Reporting to Corrections Victoria where required
  • Reporting on calls taken, actions taken, and advice given at weekly on-call meeting to all on-call team leaders
  • Providing feedback on staff calls to team leaders.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
  • Implemented employee recognition programs that boosted morale and increased retention rates within the team.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Built strong relationships with stakeholders through positive attitude and attentive response.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Held weekly team meetings to inform team members on company news and updates.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.

Office Manager

The Gloveman/ one ZOO
03.2017 - 06.2019
  • Streamlined office operations by implementing efficient filing systems and organizational strategies.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
  • Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
  • Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
  • Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
  • Improved employee retention rates by fostering a positive work environment and providing growth opportunities through training programs.
  • Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
  • Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Maintained computer and physical filing systems.
  • Updated reports, managed accounts, and generated reports for company database.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Developed and maintained successful relationships with vendors, suppliers and contractors.
  • Managed office operations while scheduling appointments for department managers.
  • Coordinated special projects and managed schedules.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Customer service and client liaison via phone, email and face-to-face
  • Processing orders via telephone, email and website.
  • Use of xero to monitor accounts, outstanding invoices and current ones.
  • Processing weekly payroll
  • Monitoring outstanding supplier and customer invoices
  • Paying of all supplier invoices
  • Liaising with stakeholders
  • Checking of weekly staff timesheets, rosters and daily driver runs.

Executive Manager

National Direct Finance
10.2015 - 02.2017
  • Increased overall team productivity by implementing innovative management strategies and streamlining communication channels.
  • Developed long-term business plans for sustained company growth.
  • Managed budget planning and financial forecasting, ensuring optimal resource allocation for maximum return on investment.
  • Liaising with stakeholders such as brokers, dealerships, clients, accountants and financiers to build and maintain company portfolio
  • Managing monthly KPA objectives and targets
  • Monitoring commissions payable via excel spreadsheet and creating monthly reports using this data
  • Use of Dealerpoint+, EsandaNet and Microsoft CRM.
  • Training of new employees
  • Recruitment
  • Process improvements – internal, sales and settlements processes
  • Risk assessment and problem solving
  • Ensuring legislative compliance

Business Development Manager/Property Manager

Ray White
07.2013 - 10.2015
  • Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
  • Developed and implemented strategic plans for business growth, resulting in increased market share and profitability.
  • Led cross-functional teams to successfully execute complex projects, ensuring timely delivery and client satisfaction.
  • Conducted comprehensive market research and analysis to identify emerging trends and potential areas of expansion.
  • Educating potential landlords on property management processes
  • Signing up new clients and up-selling to existing clients
  • Contract handling
  • Designing of new marketing strategies to create business opportunities i.e. investment seminars and advertising campaigns
  • Effective management of current and new landlord’s investment properties
  • Managing own portfolio of rental properties: management of rental arrears, regular routine inspections, evictions when necessary, leasing of properties, vetting rental applications, organizing trades to attend for repairs.
  • Reception duties as required– Phone, email, scheduling meetings
  • Client Liaison
  • Office upkeep
  • Attending meetings on behalf of the director
  • Delivered compelling sales presentations to prospective clients, highlighting the unique value proposition of our products and services.
  • Collaborated closely with marketing teams to develop targeted campaigns that generated high-quality leads for the sales pipeline.
  • Leveraged industry events to network with potential clients, generating significant brand exposure and driving new business acquisition efforts.
  • Generated new business with marketing initiatives and strategic plans.
  • Represented company and promoted products at conferences and industry events.

Education

Diploma - Mental Health

Ithea
Online
12.2024

Bachelor’s Degree - Criminology

Deakin University
03.2019

Advanced Diploma - Justice

Holmesglen TAFE
10.2013

Skills

  • Communication
  • Customer Service
  • Teamwork
  • Management
  • Problem Solving
  • Initiative
  • Team Leading
  • Self Motivating
  • Resource Referrals
  • Client Education
  • Goal Setting
  • Conflict Resolution
  • Professional Ethics
  • Emotional Intelligence
  • Crisis Intervention
  • Boundary Setting
  • Trauma-Informed Care
  • Self-Care Techniques
  • Coaching Techniques
  • Referral Networking
  • Stress Management
  • Effective Communication
  • Case Management
  • Community Outreach
  • Active Listening
  • Peer Support
  • Time Management
  • Settlement Negotiation
  • Progress Reporting
  • Clinical Documentation

Accomplishments

  • Successfully volunteered to assist with staff training and trials during the rollout of new purpose built CRM Software - OSCA. Received positive feedback for role in rollout,
  • Successfully supervised two teams of employees at one time, one being a team of about 12 employees, whilst the other was a team of about 30 employees.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Successfully designed and implemented new documents and policies/procedures for participant support plans, emergency management plans and risk assessments.
  • Nominated for and accepted into the 'Emerging Leaders' program during tenure at ACSO. Successfully completed 2 years as part of the emerging leaders program.

Certification

  • Current Working with Children’s Check, Victorian Government, 07/2019
  • Current National Police Check, Fit2Work, 07/2019
  • HLTAID001 – Provide Cardiopulmonary Resuscitation, Australia Wide First Aid, 2021
  • HLTAID002 – Provide Basic Emergency Life Support, Australia Wide First Aid, 2021
  • HLTAID003 – Provide First Aid, Australia Wide First Aid, 2021
  • Participated in ACSO Emerging Leaders Program, ACSO, 2019 - 2022
  • COVID-19 Vaccination Certificate
  • National Disability Insurance Scheme (NDIS) Worker Orientation module, 17/10/2019
  • Aboriginal and Torres Strait Islander Inclusion and cultural safety 2.0 (AU)
  • Child Safe Standards (betrayal of trust) – Child First Information
  • COVID-safe for Community Workers
  • Cybersecurity Incidents – General Awareness 3.0 (AU)
  • Duress Falcon set up guide
  • Effective Documentation
  • Food Handling and Safety
  • Law at Work – Anti-discrimination and Equal Opportunity 5.0 (AU) / Privacy for the Private Sector 6.0 (AU) / Sexual Harassment in the workplace 5.0 (AU) / Work health and safety 5.0 (AU), Workplace bullying 5.0 (AU)
  • Personal Protective Equipment – Correct Use
  • PPE for Community Workers
  • PPE for Residential Services – Recorded Session
  • Practice Framework – 23rd of October 2019 – Residential Services
  • Safe Work Practices – Wearing PPE
  • Supporting people to stay infection free – Disability Services Consulting
  • When and how to wear medical masks to protect against the new COVID-19 - World Health Organization
  • Safety Leadership at ACSO, 23/11/2021
  • Ready2Work Induction, 1/9/2021
  • Substance Use, 13/04/2021
  • Leadership At ACSO, 23/03/2021
  • Supervision for Leaders, 23/03/2021
  • Working safely at ACSO, 25/02/2021

Awards Volunteer Work

  • Work Placement at Corrections Victoria (Box Hill), 09/10/2012, 21/09/2012
  • Work Placement at Australian Council of Trade Unions, 11/09/2011, 23/09/2011
  • Nominated for and Accepted into Emerging Leaders Program at ACSO, 2019, 2023

References

  • Jarrod Mitchell, ACSO, 0408 721 129
  • Brenda Suckling, ACSO, 0438 839 436

Timeline

Senior Support Co-Ordinator/Psychosocial Recovery Coach

Victorian Disability Services
09.2022 - Current

Team Leader – Dual Role – NDIS Outreach and Accommodation Services and Specialist Forensic Disability Accommodation (SFDA)

Australian Community Support Organisation
07.2019 - 01.2023

Office Manager

The Gloveman/ one ZOO
03.2017 - 06.2019

Executive Manager

National Direct Finance
10.2015 - 02.2017

Business Development Manager/Property Manager

Ray White
07.2013 - 10.2015

Diploma - Mental Health

Ithea

Bachelor’s Degree - Criminology

Deakin University

Advanced Diploma - Justice

Holmesglen TAFE

Similar Profiles

CREATE PROFILE
GEORGIA KELLY