Hayley Fuller
Penrith,NSW
Summary
Client focused professional with a passion for helping others to achieve their goals within their home and community environment.
Encouraging and positive manager with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact participant service outcome success. Dedicated to morale-building abilities to enhance employee engagement and boost performance.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Client Services Manager
Outwest Care
01.2022 - Current
- I am responsible for onboarding new NDIS participants and implementing supports within their homes and communities
- I have successfully assisted individuals in navigating the NDIS system, ensuring that they have access to the supports and services that align with their goals
- Additionally, I have experience in managing individual budgets, helping participants effectively allocate their funding throughout their NDIS plans
- I am skilled in supporting participants with complex needs, ensuring they have access to a range of services that meet their requirements
- This includes providing specialized disability accommodation and support
- Throughout my career, I have developed strong communication and interpersonal skills, which have allowed me to effectively collaborate with participants, their families, and service providers
- I am confident in my ability to build and maintain positive relationships while delivering high-quality services.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitation of proactive work environment.
- Encouraged creative thinking, problem solving and empowerment as part of facility management group to improve morale and teamwork.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Case Manager
Meditech Staffing
07.2021 - 01.2022
- Meeting with NDIS and HCP clients to assist with coordination and management of services
- Implementing support plans to ensure a person-centred approach with all service delivery
- Monitoring individual funding management and developing budgets for all clients
- Promoting relationship management with internal and external providers
- Initiate client meetings for reviews, assessments, and individual goal planning.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Partnered with physicians, social workers, activity therapists, nutritionists, and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems.
- Developed comprehensive discharge plans to transition clients to appropriate service providers in community.
- Collaborated with an interdisciplinary team to determine timely delivery of services.
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations, and procedural costs.
- Utilized trauma-informed approach to promote healing and empowerment for clients.
- Provided evidence-based therapeutic interventions and crisis management to clients to lessen negative on physical, mental and emotional wellbeing.
- Established and maintained relationships with key stakeholders.
- Researched best practices and developed strategies to improve program outcomes.
Support Coordinator
Dementia Australia
08.2019 - 07.2021
- I have extensive experience in the delivery and coordination of supports, particularly in the context of the National Disability Insurance Scheme (NDIS)
- I possess a deep understanding and knowledge of the NDIS process and systems, which allows me to effectively support individuals living with neurological conditions in navigating the NDIS, utilizing NDIS plans, connecting with supports, and maximizing their individual goals
- In my previous role, I regularly engaged with NDIS funded mainstream services to ensure that clients' goals and needs, as identified in their NDIS plans, were met
- I also have experience in preparing reports, monitoring expenditure, and completing all associated administrative work in compliance with NDIA legislation
- In addition, I have developed a high level of verbal, written, and interpersonal communication skills, enabling me to effectively collaborate with clients and stakeholders
- I believe that clear and effective communication is essential in providing the best support and outcomes for individuals within the NDIS framework.
- Maintained and verified accuracy of records and generated miscellaneous reports.
- Coordinated meetings and events for internal and external groups.
- Helped clients manage and reach individual goals, supporting independent progression and social skills.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Kept clients engaged in social networks and communities for personal health and growth.
Support Coordinator
Multiple Sclerosis Ltd
05.2018 - 05.2019
- Research to identify potential providers and other relevant stakeholders to build strong working relationships
- Support participants to navigate the significant complex and sometimes difficult strained NDIS structure
- Prepare reports, monitor expenditure, and complete all associated administrative work
- Regular engagement with NDIS funded mainstream services in line with client goals and needs identified in their NDIS plan
- The ability to clearly communicate, expressing requirements and expectations to a wide range of people living with Multiple Sclerosis
- Prepare reports, monitor expenditure and complete all associated administrative work in line with the NDIA legislation.
Support Worker
Sylvanvale Disability Services
06.2013 - 04.2014
- I have gained valuable skills and knowledge in supporting individuals with profound autism to live independently within their home and community
- I worked in two separate group homes between 2013-2014 and again in 2016-2018
- In 2015, I took a year off work to travel to New Zealand and then returned to Sylvanvale upon my arrival back in Australia
- During my time at Sylvanvale, I was responsible for supporting five young adults with profound autism, each with their own complex support needs
- My duties included providing assistance with activities of daily living, personal care, and individual skills development
- I am well-versed in creating and implementing individualized care plans, as well as ensuring the safety and well-being of the individuals under my care
- I have a genuine passion for helping individuals with disabilities and believe in promoting their independence and inclusion in society
- I am a compassionate and patient individual who provides the highest quality of care to those in need.
- Documented client progress and activities in accordance with agency policies and procedures.
- Assisted clients in developing and setting realistic goals to promote positive change.
- Participated in interdisciplinary team meetings to coordinate care for clients.
- Participated in professional development and training opportunities to enhance clinical skills.
- Administered assessments to identify clients' needs and establish treatment plans.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Helped clients manage and reach individual goals, supporting independent progression and social skills.
Bar Tender
The Hawkesbury Hotel
05.2013 - 04.2014
- Serving customers a range of alcoholic drinks, coffees, and bar snacks in a busy environment
- My experience includes general bar duties, occasional motel administration tasks, and working under pressure during busy sporting events, family bookings and work events
- I am also well-versed in cleaning and general upkeep of motel rooms
- During my previous employment, I had the opportunity to supervise the bar in the manager's absence
- This allowed me to develop strong leadership skills and an ability to handle responsibilities effectively
- I am also experienced in changing barrels and other cellar duties, as well as gaining extensive knowledge of spirits and other beverages sold
- Additionally, I have been entrusted with training and instructing new staff members, ensuring their smooth integration into the team
- Furthermore, I am well-acquainted with the importance of complying with Responsible Service of Alcohol (RSA) regulations to ensure customers are of legal drinking age and not intoxicated.
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Kept bar presentable and well-stocked to meet customer needs.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
- Verified drinking age requirements of customers by carefully reviewing photo identification.
- Maintained impeccably clean, attractive and well-stocked bar area.
- Upheld strict regulations for safe alcohol service and food safety.
Bar Tender
The Narromine Hotel
01.2013 - 05.2013
- Serving customers a range of alcoholic drinks, coffees, and bar snacks in a busy environment
- My experience includes general bar duties, occasional motel administration tasks, and working under pressure during busy sporting events
- I am also well-versed in cleaning and general upkeep of motel rooms
- During my previous employment, I had the opportunity to supervise the bar in the manager's absence
- This allowed me to develop strong leadership skills and an ability to handle responsibilities effectively
- I am also experienced in changing barrels and other cellar duties, as well as gaining extensive knowledge of spirits and other beverages sold
- Additionally, I have been entrusted with training and instructing new staff members, ensuring their smooth integration into the team
- Furthermore, I am well-acquainted with the importance of complying with Responsible Service of Alcohol (RSA) regulations to ensure customers are of legal drinking age and not intoxicated.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Served high customer volumes during special events, nights, and weekends.
- Kept bar presentable and well-stocked to meet customer needs.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
- Regularly cleaned and sanitized bar area, beer lockers, refrigeration and storage areas.
- Verified drinking age requirements of customers by carefully reviewing photo identification.
- Maintained impeccably clean, attractive and well-stocked bar area.
- Upheld strict regulations for safe alcohol service and food safety.
- Created attractive bar displays by strategically arranging bottles and glasses.
Support Worker
Dimensions Care
09.2009 - 04.2012
- I supported a lady and gentleman in their 2-bedroom bungalow, providing extensive care in all aspects of their daily lives
- This included personal care support, general cleaning of their home, and assistance with shopping tasks
- Additionally, I assisted them with paying bills and organizing their finances
- Another important aspect of my role was to ensure that they could enjoy their favourite hobbies and interests, such as swimming, sailing, cycling, and long walks
- I also provided support with all activities of daily living
- I believe that my experience in providing comprehensive care and support, along with my strong organizational and interpersonal skills, make me a suitable candidate for this role
- I am dedicated, compassionate, and committed to ensuring the highest quality of life for the individuals I support.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Helped clients manage and reach individual goals, supporting independent progression and social skills.
Nurse Auxiliary
Rookwood Hospital
05.2002 - 09.2009
- I have extensive experience in providing personal and professional care to patients with spinal cord injuries
- I have supported individuals with general hygiene and wound care, particularly those suffering from bed sores and other spinal-related injuries
- Additionally, I am trained in completing peg feed changes, ensuring that patients receive the necessary fluids throughout the night under the supervision of a registered nurse
- I am also proficient in providing bowel care for both incontinent and continent patients, which includes administering enemas, suppositories, and manual evacuations
- One of my key strengths is my ability to create a private, dignified, and caring environment for patients, while also maintaining a sanitary environment
- I believe that treating patients with compassion and respect is crucial in their healing process.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
Education
Bachelor of Psychological Sciences -
Swinburne University
01.2026
Diploma of Leadership And Management
TAFE
Digital11.2024
Diploma of Community Services (Case Management) -
Castle Hill TAFE
01.2020
Skills
- Throughout my career, I have demonstrated initiative and self-confidence by successfully working both independently and collaboratively within various teams I am adept at working under pressure and have a proven track record of resolving complex and challenging tasks that have a direct impact on individuals with disabilities Moreover, my experience within the community services and disability sector has honed my client service and communication skills, enabling me to effectively cater to the needs of diverse individuals I am a caring and dedicated professional, and I am confident in my ability to transfer my skills and knowledge to a new role I possess the necessary adaptability to work effectively within different environments and with various stakeholders
- Service Initiatives Support
- Client Relationships
- Account Management
- Client Rapport
- Report Generation
- Recruiting and Hiring
- Team Development
- Staff Training
Certification
- Transcript, TAFE NSW, 10/2020, Current
- Diploma of Community Services - Case Management
Additional Information
References available upon request
Timeline
Client Services Manager
Outwest Care
01.2022 - Current
Case Manager
Meditech Staffing
07.2021 - 01.2022
Support Coordinator
Dementia Australia
08.2019 - 07.2021
Support Coordinator
Multiple Sclerosis Ltd
05.2018 - 05.2019
Support Worker
Sylvanvale Disability Services
06.2013 - 04.2014
Bar Tender
The Hawkesbury Hotel
05.2013 - 04.2014
Bar Tender
The Narromine Hotel
01.2013 - 05.2013
Support Worker
Dimensions Care
09.2009 - 04.2012
Nurse Auxiliary
Rookwood Hospital
05.2002 - 09.2009
Bachelor of Psychological Sciences -
Swinburne University
Diploma of Leadership And Management
TAFE
Diploma of Community Services (Case Management) -
Castle Hill TAFE
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