Hayley Anderson

KEY ACHIEVMENTS

• Recognised for Excellence: Received an Excellence Commendation award at the Flinders Professional Staff Awards 2022, acknowledging the embodiment of excellence in representing the institution's values.
• Led Establishment and Renewal of Research Centre: Expertly managed and coordinated the multifaceted process of launching and establishing a new research centre. Oversaw all aspects of operations and administration to ensure successful establishment and ongoing success, resulting in the Centre's re-approval in 2022. Provided all the evidence for the stringent re-approval process, which garnered University Academic Senate approval based on the Deputy Vice-Chancellor Research's recommendation.
• Contributed Significantly to University-Wide Project: Played an integral role and made substantial contributions to a university-wide project focused on enhancing efficiency in resource identification and performance monitoring across research institutes and centres.
• Successfully Orchestrated Diverse Events: Autonomously planned, executed, and analysed the impact of multiple public lectures, international webinars, national round table consultation events, book launches, and course launches, effectively showcasing the centre's presence and influence.
• Revamped Website for Enhanced Positioning: Successfully transformed the centre's website into a robust and engaging platform, positioning the centre as an industry-leading hub.
• Instrumental in Funding and Membership Growth: Directly contributed to a significant increase in funding from $1,205,700 to $5,831,372 and membership expansion from 15 researchers to 40 over a span of 4 years. This demonstrates the positive impact of my skills in advancing the centre's growth and influence.
• Recognised as an Expert and Innovator: Acknowledged by other research institute and centre managers as a go-to resource for advice and insights. Gained recognition for innovative ideas and operational processes introduced to enhance the centre's operations.

RESPONSIBILITIES

• Independently translated the Director's vision and directives for the research centre into actionable strategies and initiatives.
• Efficiently managed and synchronised the multifaceted components of launching and establishing a new research centre, from conception through to final execution overseeing every facet of operations and administration to ensure a successful establishment and ongoing success.
• Established strategic plan and goals for the research centre to achieve the acquisition of competitive category funding, increase membership, drive impact and engagement activities and provide high level support to researchers.
• Monitored and analysed key performance indicators (KPIs) for the centre to gauge success, produce insightful reports and to inform decision making.
• Efficiently managed day-to-day operations of the centre encompassing e-mail management, providing executive support to the Director, scheduling and coordinating meetings, maintaining space and facilities and diary management.
• Led recruitment and seamless onboarding of new team members, fostering a collaborative and effective work environment.
• Provided comprehensive support to staff across the centre, serving as a reliable point of contact and consistently delivering excellent assistance to facilitate their success.
• Led project planning sessions and held accountability for achieving project milestones within designated timelines.
• Set cultural norms for the centre's research community with collaboration and research goals as primary considerations.
• Actively engaged with the university's research community to identify and leverage research training prospects for centre members.
• Established and managed organised electronic file storage on Microsoft Teams, ensuring seamless accessibility and structured document management for streamlined operations.
• Successfully organised and project managed large scale events from initial planning to execution and post-event analysis. Managed various event formats, including in-person, online and hybrid setups, ensuring seamless delivery and assessing their impact.
• Developed a comprehensive calendar of dates of significance to optimise event planning, communications and activities for enhanced impact.
• Updated website with refreshed narrative, blog stories, enhanced resources, compelling copy, and new visuals resulting in improved web navigation, increased traffic and elevated professionalism.
• Crafted compelling content and designed regular electronic direct mailers (EDMs) for effective communication of activities and achievements to internal and external stakeholders.
• Wrote engaging Twitter content and coordinated social media strategies for effective online presence.
• Identified appropriate marketing channels and target customers for campaigns and newsletters and established an efficient mailing list system to streamline communication and outreach efforts.
• Produced professional reports of research findings for provision to external stakeholders.
• Authored comprehensive biannual reports for university leadership teams, showcasing KPIs and accomplishments.
• Provided integral support for grant applications, contributing to successful funding outcomes.
• Determined and managed schedules and budgets for research projects.
• Arranged travel logistics and support for internal staff and external visitors, including flights, accommodation, and workspace arrangements.
• Worked in conjunction with director to plan for and assess centre progress towards research excellence awards, leading to multiple award successes.
• Created customised marketing collateral to effectively represent the centre's identity, research agenda and ongoing projects.
• Collaborated closely with external research partner organisations to support projects and ensure timely delivery of milestones.
• Assembled reports and presentations to share insights and recommendations with stakeholders.
• Worked with with diverse university teams to align efforts and accomplish shared objectives effectively
• Collaborated with centre researchers to comprehend the tangible outcomes of the centre's research, both within academia and beyond (including social, economical, environmental and cultural) with the aim of fostering the centres reputation and visibility.
• Championed a culture of continuous improvement and innovation by refining systems, processes and enhancing methods of delivering services.

KEY ACHIEVMENTS

• Revamped College Newsletter Workflow: Innovated the College newsletter process, resulting in streamlined operations and task reduction. Achieved an impressive 50% improvement in time efficiency.
• Guided Successful Onboarding of Acting Vice-President: Played a pivotal role in the onboarding of the new Acting Vice-President and Executive Dean, leveraging expertise to provide invaluable insights and recommendations for optimal executive support practices.
• Developed Comprehensive Professional Staff Directory: Initiated the creation of a comprehensive Professional Staff directory, proving to be a vital resource for quick identification of inquiry pathways, key contacts, and roles across the College.
• Adapted and Executed Challenging End-of-Year Staff Function: Skillfully coordinated the end-of-year staff function despite the complex and ever-changing circumstances posed by COVID-19 restrictions.

RESPONSIBILITIES

• Assisted the Vice-President and Executive Dean by effectively coordinating a variety of high level administrative and organisational responsibilities.
• Coordinated and managed executive-led projects to promote College priorities, including enhanced student experiences, research advancements, staff development, cultural enhancement, partnerships, and operational efficiency.
• Provided comprehensive executive and administrative support services to the College Leadership Team, encompassing email and calendar management, timely response to intricate queries, and effective communication, addressing inquiries in a confidential and considerate manner.
• Conducted research and analysis, forming insightful briefings and reports to the College Leadership Team, aiding informed decision-making.
• Conducted research and provided guidance and information to steer projects.
• Composed correspondence, background materials, notes, and presentations within designated timelines.
• Oversaw information management and generated precise and timely reports as necessitated.
• Participated in formulating strategic plans aimed at fulfilling operational objectives.
• Directed and collaborated with team members, assigning tasks to align with college objectives while also fostering their well-being and growth.
• Managed the governance calendar, ensuring the timely initiation, accurate documentation, and punctual completion of each activity.
• Arranged diverse conferences, functions, seminars, and noteworthy events on behalf of the College.
• Recognised and actively participated in enhancing systems, processes, and service delivery through innovative approaches and productive collaboration.
• Produced diverse and intricate reports, presentations, and management papers, ensuring clarity and professionalism.
• Arranged logistics and support for external visitors, including travel, accommodation, and workspace arrangements.
• Cultivated and maintained strategic relationships with College leadership, members, research institutions, and various stakeholders, fostering collaboration and partnership.

KEY ACHIEVMENTS

• Established SWIRLS Research Centre from Inception: Pioneered the setup of SWIRLS Research Centre from its inception, including the physical office, meeting spaces, and administrative systems. Aligned all aspects with University policies and procedures, ensuring a successful and smooth-running centre.
• Catalysed Advancements in Social Work Discipline: Played a pivotal role in propelling the Social Work Discipline forward, contributing to its re-design, renewal in teaching programs, accreditation, successful Honours initiatives with industry partners, establishment of an engaged Advisory Board, and effective organisation of structured Discipline meetings. Collaborated closely with the Discipline Head to plan and execute a comprehensive project plan.
• Drove Successful Public Engagement: Orchestrated three highly successful public lectures and workshops, effectively showcasing SWIRLS Research Centre as a distinguished leader in the field.
• Led Operations of Skills and Simulation Lab: Steered operations for the administration of the skills and simulation lab, managing ongoing improvements, the execution of intensive topics, and examinations. Utilised specialised audio-visual equipment to enhance the learning experience.

RESPONSIBILITIES

• Successfully managed a dual role, providing essential administrative support to both the College Leadership Team and spearheading the establishment of administrative and operational processes for the Social Work Innovation Research Living Space (SWIRLS) Research Centre from its inception.
• Played a pivotal role in the successful launch and growth of the SWIRLS Research Centre, contributing to its operational efficiency, and enhancing its integration within the larger organisational framework.
• Delivered a comprehensive range of administrative support services to the SWIRLS leadership team. This included handling confidential and culturally sensitive inquiries, conducting research, providing advice on various matters, drafting correspondence and materials, maintaining records, and generating accurate reports as needed.
• Provided timely and effective executive support services to the SWIRLS Director and leadership team, encompassing email management, calendar maintenance, coordination with College Support Officers for streamlined efforts, preparation and distribution of professional-standard written materials, and organising meetings, events, and functions.
• Made decisions affecting daily operations, overseeing the management of SWIRLS processes, systems and workflows.
• Undertook a variety of high-quality administrative, records management, and organisational support tasks on behalf of the College Leadership team.
• Collaborated with Communications, Marketing, and Event teams to ensure the timely and impactful execution of marketing and promotional activities.
• Cultivated and maintained positive working relationships with key stakeholders pertinent to senior leadership.
• Worked closely with stakeholders to comprehend requirements and expectations in the clinical skills teaching lab, thus facilitating the operational services to support the digital learning system in the training facility.
• Offered administrative support for external visitors, handling travel, accommodations, logistics for functions, and workspace arrangements as required.
• Identified and actively contributed to continuous improvements in systems, processes, and service delivery. Engaged in learning and development activities and effectively collaborated with staff to foster a positive workplace culture.
• Set priorities and problem-solved workflow issues to improve efficiency and customer service.
• Created, prepared, and delivered reports to various departments.
• Employed proven problem-solving techniques to resolve issues quickly and with minimal disruption.
• Monitored communications and interactions with stakeholders to assess quality of service.
• Developed and implemented procedures for responding to inquiries and resolving issues, collaborating with other staff and teams to identify and resolve matters quickly and professionally.
• Prepared agendas and took notes at meetings to support proceedings and maintain records.

KEY ACHIEVEMENTS

• Optimised Administration Procedures: Undertook a thorough review of administration procedures, proposing changes to the leadership team that resulted in enhanced processing efficiency for requests through the SMS database. Implementation of these changes led to a significant 200% reduction in administration time required for processing a referral.
• Navigated Successful Change Management: Led the change process for administration staff, demonstrating a systematic and proactive approach. Employed clear and consistent communication to help staff comprehend the necessity for change. By valuing their input and executing a phased implementation strategy, facilitated a seamless transition to new processes, laying a solid foundation for future success.
• Drove Community Awareness Promotion: Devised and executed a strategic promotional program to elevate community awareness of offered programs, yielding a notable 15% increase in referrals for domestic services.
• Enhanced Client Data Capture Processes: Actively contributed to the planning of processes to capture vital client information pertaining to reablement goals. Enhanced data collection by actively tracking, reviewing, and documenting client achievements and outcomes, thereby improving the accuracy and usefulness of captured data.

RESPONSIBILITIES

• Strategically planned and led the innovative development and implementation of the Council's Commonwealth Home Support Program (CHSP) In-Home Support Services, encompassing a wide array of supports for clients and carers from within a wellness and reablement framework, with a focus on maximising independence.
• Elevated the quality of life and independence of clients through the design, execution, and evaluation of innovative and responsive reablement services, fostering healthy active ageing, improved community engagement, and enhanced overall well-being.
• Ensured the effective and personalised delivery of In-Home Support services and activities, working collaboratively with clients and their carers/advocates to establish holistic reablement goals and interventions.
• Maintained adherence to clients' individual goals, organisational policies, procedures, WHS guidelines, and legislative requirements during the execution of services and activities.
• Conducted thorough assessments, regular consultations, and reviews with clients, their carers/advocates, and other stakeholders to monitor, evaluate, and optimise personalised objectives and wellness interventions, consistently achieving positive outcomes.
• Managed community needs by setting priorities and overseeing workflows for various services and activities, providing clear guidance to volunteers and support staff.
• Ensured meticulous and up-to-date electronic record-keeping and documentation in alignment with legislative requirements, CHSP guidelines, and organisational policies, utilising relevant Council applications and databases.
• Proficiently utilised the Alchemy Service Management System (SMS) database to create client reports, collect data, and generate statistical reports.
• Generated high-quality project plans, service activity information, and written reports as needed.
• Actively participated in quality review processes and facilitated the implementation of identified improvements to enhance service quality.
• Engaged in continuous improvement efforts to elevate programs and processes, ensuring consistently high standards of service and support.
• Provided proactive supervision for direct reports, offering clear expectations, guidance, task oversight, performance monitoring, and professional development opportunities.
• Managed the selection, induction, supervision, and ongoing oversight of agency staff and volunteers.
• Identified, developed, and reviewed policies, procedures, processes, and quality enhancement practices, along with related documentation.
• Cultivated strong relationships with key stakeholders, actively seeking opportunities for collaborative efforts.
• Ensured effective contractor management to ensure compliance and uphold the quality of all outsourced services.
• Effectively managed the program budget, working within resource constraints, and reporting budget expenditure as needed to the Team Leader.

KEY ACHIVEMENTS

• Enhanced Service Request Procedures: Identified opportunities for process enhancement in logging service requests. Presented a proposal to the leadership team and executed a transition from a spreadsheet-based system to a trackable system within the CRM database. This initiative resulted in a 25% boost in processing service requests over a span of 5 months.
• Established Comprehensive Work Instructions: Developed comprehensive and detailed work instructions for both the administration and service access teams, utilising written and electronic formats. These instructions standardised processes and services, effectively addressing broken procedures, minimising data entry errors, and offering a valuable training reference for new staff members.

RESPONSIBILITIES

• Efficiently managed incoming enquiries and handled intake administration across multiple communication platforms, including phone, email, and online channels.
• Actively contributed to process improvement initiatives, utilising analytical skills to identify bottlenecks and implement effective solutions that resulted in enhanced productivity.
• Provided essential high-level administration support to the Service Access Team, contributing to smooth daily operational functions. This included tasks such as word processing, generating general correspondence for both staff and customers, and creating spreadsheets for data collection and tracking.
• Demonstrated proficiency in navigating the National Disability Insurance Scheme (NDIS) and applying its principles to provide informed and knowledgeable support to customers.
• Successfully managed service initiation and activation using the NDIS online portal, ensuring a user-friendly experience and adherence to NDIS regulations.
• Demonstrated adaptive case management skills, meticulously tracking customer requests and actions throughout their lifecycle. This approach ensured consistent and efficient communication, fostering enduring relationships with customers.
• Navigated the customer lifecycle by offering tailored case management, aligning with individual needs and requests.
• Maintained open and empathetic communication with families, community members, internal staff, and external stakeholders, effectively displaying compassion and understanding.
• Employed strong organisational skills to ensure that customer requests were tracked and managed effectively.

KEY ACHIVEMENTS

• Crafted Comprehensive Information Packs: Strategically designed information packs for the customer experience business unit, leading to a notable enhancement in the team's understanding of the full spectrum of services offered. This initiative established a centralised hub for accessing information and significantly bolstered the uptake of services.
• Improved Customer Communications: Innovated by creating and deploying email templates for frequently used customer communications. This transformation led to more consistent and professional interactions with customers. Furthermore, the implementation resulted in a significant surge in team productivity, as it effectively reduced redundant actions and streamlined communication processes.

RESPONSIBILITIES

• Provided dedicated support to staff by offering efficient and accurate administration assistance, ensuring seamless operational processes.
• Extended a warm and professional welcome to customers, staff, and visitors, contributing to a positive and inviting atmosphere across our sites.
• Skillfully coordinated site-based administrative tasks, optimising workflow and ensuring effective operations.
• Functioned as the central point of contact for all incoming inquiries via various channels, including phone, email, and web, providing prompt and helpful responses.
• Expertly managed the professional welcome and onboarding of customers, ensuring a smooth and pleasant experience that reflected our commitment to quality service.
• Demonstrated proficiency in coordinating the development of individual service plans, agreements, and care plans, actively monitoring expiration and review dates to maintain accuracy.
• Acted as a key liaison for external agencies, particularly the National Disability Insurance Scheme (NDIS), facilitating effective communication and seamless service planning.
• Skillfully managed requests through the NDIS online portal, showcasing technical proficiency and a commitment to efficient service delivery.

KEY ACHIEVEMENTS

• Collaborated on Efficient Ticket Management: Partnered closely with the Customer Service Manager to optimise the structure of the ticket management queue. This collaborative effort alleviated pressure on customer service staff and significantly accelerated service delivery to customers.
• Revamped Customer Order Tracking System: Championed the restructure of the customer order tracking system, facilitating a more streamlined flow of information between sales and delivery departments. This initiative directly led to a 2-day enhancement in the order-to-delivery turnaround time.

RESPONSIBILITIES

• Cooperated closely with other departments to support achievement of customer experience outcomes.
• Managed the end-to-end sales to delivery pipeline, ensuring seamless day-to-day workflow and effective stakeholder alignment.
• Expertly handled a high volume of up to 200 customer cases concurrently via phone and an online ticketing system, skillfully managing cases at various stages.
• Provided adept direction and support to a team of four customer service representatives, overseeing task delegation and ensuring a collaborative and efficient working environment.
• Demonstrated effective coordination by liaising with multiple internal and external departments and stakeholders, facilitating smooth product distribution, dispatch, accounts management, and customer service.
• Successfully managed dispute resolution, efficiently addressing customer concerns and collaborating with both customers and management teams for escalated cases.

KEY ACHIVEMENTS

• Essential Participant to Process Improvement: Played a pivotal role in process transformation, including the successful re-implementation of the Salesforce database. This initiative yielded tangible results in fundraising campaigns and substantially improved reporting capabilities.
• Autonomously Orchestrated Successful Fundraising Event: Took on the independent leadership and management of a fundraising event attended by 250 guests. Achieved a remarkable 300% increase in ticket sales and event income compared to the previous year.
• Expertly Managed Office Relocation and Transition: Effectively project managed the temporary relocation of fifteen staff to a new office premises, as well as their seamless transition back to newly renovated premises. Demonstrated adeptness in overseeing all aspects of the process.

RESPONSIBILITIES

• Established and maintained a variety of records systems, including mailing lists, membership databases, and office records, ensuring efficient organisation and accessibility.
• Managed banking activities, conducted account reconciliations, and efficiently processed donations, ensuring accurate financial transactions and records.
• Provided comprehensive executive assistance to the leadership team, managing diary appointments, attending meetings, taking minutes, coordinating catering, reserving meeting rooms, and facilitating distribution of invitations and meeting materials.
• Collaborated closely with the Senior Manager, Fundraising to strategise and execute diverse community fundraising activities and events, including peer-to-peer strategies, beneficiary and community engagement campaigns to engage a wide spectrum of stakeholders, driving revenue growth and participation while enhancing the visibility of Flinders Foundation.
• Proactively identified and forged connections with community groups, organisations, and individual supporters to facilitate fundraising efforts and host events for the benefit of Flinders Foundation.
• Conducted detailed data entry and managed customer cases using a CRM database (Salesforce), ensuring accurate and up-to-date information.
• Played a key role in developing engaging copy for fundraising activities across diverse communication channels, effectively conveying the organisation's message and driving support.
• Successfully planned and executed fundraising events, demonstrating organisational skills and attention to detail to achieve successful outcomes.

KEY ACHIVEMENTS

• Led Project for Medical Room Redevelopment: Successfully project managed the redevelopment of a cutting-edge medical room, meticulously adhering to stringent forensic guidelines. This endeavor resulted in improved patient outcomes and advanced facility standards.
• Orchestrated Multi-Day Conference for Clinical Practitioners: Seamlessly coordinated a comprehensive 2-day conference, hosting sixty-five distinguished clinical practitioners from across South Australia along with an international guest speaker. Demonstrated adeptness in event planning and execution.
• Restructured Client Review Schedule for Enhanced Efficiency: Managed the redesign of the client review schedule, streamlining it into a unified system. This strategic initiative simplified processes and notably improved appointment wait times for clients.

RESPONSIBILITIES

• Delivered exceptional administrative and secretarial support to the Director and a large, diverse multidisciplinary team within a fast-paced and highly sensitive environment.
• Effectively managed the database (FileMaker Pro), handling highly sensitive and critical data with the utmost attention to confidentiality and accuracy.
• Skillfully managed task delegation to the administration team, ensuring timely completion of tasks in a time-sensitive setting. Demonstrated the ability to respond effectively to urgent and immediate crisis situations while meeting critical deadlines.
• Effectively managed the waiting area, skillfully handling clients who were often in a high state of distress. Demonstrated empathy and professionalism in providing support and ensuring a comforting environment.
• Proficiently collated and meticulously formatted highly confidential key documents for executive-level internal and external stakeholders, maintaining a commitment to data privacy and accuracy.
• Successfully carried out comprehensive finance functions, contributing to the smooth financial operations of the service.
• Transcribed lengthy and confidential sensitive evidential interviews, ensuring accuracy and maintaining the highest levels of confidentiality.
• Skillfully managed and maintained a forensic medical room, overseeing supplies, forensic cleaning, and ensuring a well-equipped and organised environment.
• Demonstrated proficiency in handling highly confidential materials, such as evidence kits, and effectively liaised with external agencies like the SA Police, ensuring proper handling and adherence to legal protocols.
• Managed stock ordering, ensuring the availability of necessary supplies while efficiently managing inventory levels.