Janine Howard
Melbourne,VIC
Summary
Dynamic Onboarding and Induction Coordinator at Accent Home Care, skilled in training development and performance evaluation. Successfully designed and delivered quarterly training sessions for 100 support workers, enhancing competency and service quality. Adept at relationship management and process improvement, ensuring compliance with Aged Care Quality Standards while fostering a collaborative work environment.
Overview
15
15
years of professional experience
Work History
Onboarding and Induction Coordinator
Accent Home Care
Bayswater, VIC
03.2024 - Current
- Attract, recruit, onboard, and induct new Support Workers.
- Manage relationships and obtain service targets.
- Comprehensive, ensuring all onboarding and Aged Care Quality Standards are adhered to.
- Ensure rosters are optimised
- Ensure Support Workers are competent in their duties
- Training and development for Support Workers
- Design, implement, and deliver training sessions to approximately 100 support workers quarterly.
- Complete 2 and 5 month performance reviews for Support Workers
- Investigate complaints and report to the senior manager in line with the Aged Care Quality Commission.
Veteran's Home Care Assessor
Latrobe Community Health Services
Ringwood
02.2023 - 03.2024
- · Determine eligibility and assess the needs of individual veterans for home care services in a timely way based on Veterans’ s Home care services and allocate services to VHC contracted services providers
- · Arrange follow- up referrals from allied health care professionals
- · Maintain knowledge of community based health and support providers and participation in quality activities
- · Conduct telephone assessments in accordance with the VCH operational guidelines’
- · Develop appropriate coordinated package of care for veterans assessed as needing home care services
- · Maintain correct progress notes
- · Facilitate review sessions that address the needs of veterans
Office Manager
Christian Home Care
Ringwood, VIC
01.2021 - 02.2023
- Developed and implemented office policies and procedures.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Created spreadsheets in Excel to track data such as vacation requests, sick days .
- Prepared agendas for board meetings along with taking minutes during sessions.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Provided training to new hires on office policies and procedures.
- Responded to customer inquiries via phone or email in a professional manner.
- Processed payroll accurately ensuring all employees were paid on time.
- Maintained confidential records relating to personnel matters.
- Provided administrative support to management team including preparing reports and presentations.
- Supervised staff members, organized schedules and delegated tasks.
- Assisted in recruiting, onboarding and training new employees.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Used judgment and initiative in handling confidential matters and requests.
- Interpreted and communicated work procedures and company policies to staff.
- Trained and mentored administrative staff members in company policies, daily task execution, and industry best practices.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Workforce Coordinator
Annecto
Ringwood, VIC
01.2021 - 01.2022
- Scheduled shifts for employees based on workloads and customer demand.
- Analyzed data from surveys conducted among staff members regarding their satisfaction levels at work.
- Monitored employee productivity and performance, identified areas for improvement and took corrective action as needed.
- Assisted in recruitment efforts by scheduling interviews, conducting background checks and preparing offer letters.
- Collaborated with Human Resources Department on various initiatives related to hiring practices or compensation plans.
- Developed and implemented staff training programs to improve employee performance.
- Provided coaching to employees who were having difficulty meeting expectations or goals.
- Organized meetings with supervisors regarding personnel issues, such as disciplinary action or job performance reviews.
- Maintained accurate records of employee attendance, vacation days, sick leaves and overtime hours.
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
- Handled all schedule-related requests, including PTO, shift swaps and overtime.
- Scheduled meetings with employees to address concerns and grievances.
- Developed employee orientation and training programs for new hires.
- Attended conferences, workshops and special events to recruit qualified candidates for company.
Operations Coordinator and Resolution Specialist
Telstra
Chirnside Park, VIC
09.2010 - 09.2019
- Evaluated and improved existing operational systems and procedures.
- Monitored inventory levels to ensure adequate stock availability.
- Maintained accurate records of all operational activities.
- Created documentation outlining operating instructions for staff members.
- Managed communications between departments to ensure efficient operations.
- Assisted with the organization and execution of operational processes.
- Provided technical support for internal software applications.
- Conducted training sessions for new employees on operational procedures.
- Developed strategies for streamlining workflow processes.
- Communicated organization's missions, goals and vision while aligning each with operational initiatives and delivery of professional services.
- Liaised between customers and management to ensure smooth operations delivery.
- Developed relationships and partnerships with business leaders.
- Managed administrative staff and trained new hires on office procedures and policies.
- Conducted regular performance evaluations, providing feedback and development opportunities to staff.
- Implemented customer service standards that increased client satisfaction.
- Facilitated team meetings to discuss operational challenges and brainstorm solutions.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Delegated work to staff, setting priorities and goals.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
Education
Real Estate - Real Estate
Swinburne University of Technology
Melbourne, VIC01-1996
Some College (No Degree) - Mortgage Broker
Swinburne University of Technology
Melbourne, VICSome College (No Degree) - Certificate IV in Aged Care
Intercare
VICSkills
- Onboarding procedures
- Performance evaluation
- Training development
- Customer service
- Conflict resolution
- Relationship management
- Process improvement
- Communication skills
- Schedule coordination
- Professional networking
- Report writing
- Negotiation
- Clear communication
- Verbal and written communication
- Problem-solving
- Adaptability and flexibility
- Medical terminology
Timeline
Onboarding and Induction Coordinator
Accent Home Care
03.2024 - Current
Veteran's Home Care Assessor
Latrobe Community Health Services
02.2023 - 03.2024
Office Manager
Christian Home Care
01.2021 - 02.2023
Workforce Coordinator
Annecto
01.2021 - 01.2022
Operations Coordinator and Resolution Specialist
Telstra
09.2010 - 09.2019
Real Estate - Real Estate
Swinburne University of Technology
Some College (No Degree) - Mortgage Broker
Swinburne University of Technology
Some College (No Degree) - Certificate IV in Aged Care
Intercare
Similar Profiles
Lyrna RichemondLyrna Richemond
RN Case Manager at Ascend Hospice & Palliative CareRN Case Manager at Ascend Hospice & Palliative Care
Carlota GrantCarlota Grant
PCA at Accent Care Home CarePCA at Accent Care Home Care
Priscilla VasquezPriscilla Vasquez
Certified Nursing Assistant at Accent Care Home HealthCertified Nursing Assistant at Accent Care Home Health