Jacob Howland
Summary
Dedicated to providing high-quality work and being part of a team revolutionising their sector. Looking to be challenged in an involved leadership role within a fast-paced and evolving work environment, and to make an impact through change that thinks beyond current industry practice and standards.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Team Leader
Aspire Hub
05.2023 - Current
- Manage the daily operations across various locations of South-East QLD encompassing several small teams.
- Supervise, mentor and manage staff to maintain organisational quality standards.
- Maintain operational sustainability through budget and cost analysis against services provided.
- Ensure compliance through regular internal audits of services and billing against clients' funding and service agreements.
- Complete intake and onboarding process for prospective clients.
- Participate as part of the interview panel for external and internal talent looking to gain professional and career growth with Aspire Hub.
- Work autonomously and as part of a team to achieve the the company's vision and uphold their values.
- Meet robust and thorough reporting requirements that align with stakeholder needs and auditing expectations.
NDIS Coordinator of Supports
Community Care Options Ltd
05.2022 - 05.2023
- Managed a caseload of clients and provide quality control, fund maintenance, and oversight of over $3 million worth of NDIS packages
- Connected clients to appropriate services by utilising their NDIS funds aligning with the guidelines of the NDIA.
- Performed technical analysis on client funding and provided timely feedback about budget forecasting and current expenditure, all while working with them to maintain their quality of life.
- Liaised with internal and external stakeholders of clients; holding focus meetings, completing reports, and justifying utilisation of client funds to the governing funding body (NDIA).
- Perform quality control on invoicing, customer and provider data to ensure it aligns with NDIS pricing guides and standards of practice.
- Complete comprehensive risk assessments and management plans to ensure best practice is implemented on a local scale.
- Use professional discretion and decision-making regarding the appropriate use of resources.
Customer Service
Services Australia
02.2019 - 05.2022
- Performed general operational roles including telephony duties, processing of welfare claims and non-claim work items
- Undertook quality control measures and completed quality checking and performance management on both agency and customer data to ensure policy and standards were met to achieve customer satisfaction as well as optimal business outcomes
- Managed staff expectations with team engagement, as well as providing structured and timely feedback on work practices, staff performance, and operational processes to improve agency efficiency to relevant stakeholders
- Built a wealth of knowledge surrounding federal government policy and practices relating to welfare programs, focusing mostly on the age pension, aged care recipients, disability customers and carers.
Aged and Disability Support Worker
Community Care Options Ltd
10.2016 - 02.2019
- Skills gained through this field involved personal care; client communications/relations, and adaptability to work well with a varying array of people in different stages and states of life
- Developed skills as a worker, and strive to meet client and business KPIs, some of which involved: client rehabilitation stages/progress; business’ client satisfaction reports, and client referrals to the business through positive feedback and rapport with workers
- Built strong rapport with clients and stakeholders that positively affected service delivery and outcomes
- Gained a strong understanding of vulnerable clients, and how to identify effective and timely steps to reach an outcome that will best benefit them.
Education
Diploma - Business - Compliance
Global Training Institute
11.2024
Skills
- Strong interpersonal skills
- Proficiency in Microsoft 365, and can adapt quickly to new systems, programs and pieces of software
- Quality assurance and quality control work in a high-volume, fast-paced work environment
- Manage competing priorities within small timeframes
- Ability to work well alone or as part of a team
- Leadership and team-building capabilities for staff
- Strong understanding of federal government legislation and policy (Centrelink, Medicare, MyAgedCare, NDIA), as well as NGO practice and procedures
- Reporting and data analysis, including data projections, forecasting and planning
- Team-building; facilitating an environment where colleagues are driven to exceed expectations
Certification
Accreditations within the following National Disability Services courses:
- Business Writing Skills
- Documenting Records
- Managing Stress and Building Resilience
- Coaching the Coach
- Bullying Awareness for Senior Managers
- Leading Work Health and Safety in the Disability Sector
Timeline
Team Leader
Aspire Hub
05.2023 - Current
NDIS Coordinator of Supports
Community Care Options Ltd
05.2022 - 05.2023
Customer Service
Services Australia
02.2019 - 05.2022
Aged and Disability Support Worker
Community Care Options Ltd
10.2016 - 02.2019
Diploma - Business - Compliance
Global Training Institute
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