Suzanne Kelly
TAREE,Australia
Summary
Driven by a commitment to excellence, I leveraged my communication and complex problem-solving skills at Uniting Local Area Coordination to exceed KPIs and mentor teams towards quality improvement. My expertise in coaching and community service significantly enhanced service delivery, showcasing a results-oriented approach with a positive impact on client outcomes.
Overview
13
13
years of professional experience
Work History
Volunteer
Orange Sky Laundry
09.2023 - Current
- Maintained clean, neat, and operational facilities to serve program needs..
- Used strong interpersonal communication skills to convey information to others.
- Helped clients navigate social services system and access needed resources.
- Tracked service activities and outcomes against outlined plans and goals.
Acting Team Leader/ Local Area Coordinator
Uniting Local Area Coordination, Partners in the Community
01.2023 - Current
- Supervise, mentor and coordination of office staff
- Self-initiated additional learning and information sharing of PACE system
- Initiate and coordinate community engagement activities
- Compliance with community connections, access request, check ins, enquiries and implementation processes and knowledge updates
- Linkages to community and mainstream services and supports
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empower team members by delegating responsibilities according to individual strengths and areas of expertise.
- Collaborate with other department leaders to establish shared goals and ensure alignment across teams.
- Evaluate team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Specialist Services Internal Auditor
Uniting Local Area Coordination, Partners in the Community
01.2022 - 01.2023
- Completed partner quality audits
- Used required software and reporting tools to capture outcomes
- Facilitated service area closing meetings
- Development of training on legislative requirements for Reasonable and Necessary supports
- Worked collaboratively to support the framework of continuous improvement and development
- Developed training materials to enhance staff proficiency and productivity.
- Followed all company policies and procedures to deliver quality work.
Local Area Coordinator
Uniting Local Area Coordination, Partners in the Community
06.2020 - 01.2022
- Provided support for people with disability and their families to access the National Disability Insurance Scheme (the Scheme)
- Assisted people with disability, their families and carers to articulate and pursue their goals for a good life whilst exercising choice and control and engaging with the Scheme
- Ensured that people with disability can be supported outside the Scheme by working with communities and mainstream services to build awareness and to become more inclusive of the range of needs and aspirations of people with disability
- Completed pre-plan, plan build and submission to the NDIA for delegate approval, with continued support for implementation and monitoring
- Established positive working relationships with families, carers, and other support networks to ensure holistic care provision.
- Initiated referrals to external agencies when necessary, ensuring seamless service transitions.
- Managed caseloads effectively, ensuring timely follow-ups and accurate documentation of progress.
- Meeting and exceeding all KPI's
- Mentored new staff members on best practices in Local Area Coordination while fostering a supportive work environment.
Local Area Coordinator
St. Vincent de Paul Society, Partners in the Community
08.2016 - 06.2020
- Provided support for people with disability and their families to access the National Disability Insurance Scheme (the Scheme)
- Assisted people with disability, their families and carers to articulate and pursue their goals for a good life whilst exercising choice and control and engaging with the Scheme
- Ensured that people with disability can be supported outside the Scheme by working with communities and mainstream services to build awareness and to become more inclusive of the range of needs and aspirations of people with disability
- Completed pre-plan, plan build and submission to the NDIA for delegate approval, with continued support for implementation and monitoring
- Met and exceeded all KPI's
- Mentored new staff members on best practices in Local Area Coordination while fostering a supportive work environment.
- Development and facilitation of self-management workshops
- Resolved conflicts professionally by mediating discussions between parties involved while maintaining confidentiality guidelines.
OOHC Support Worker
Samaritans
01.2016 - 08.2016
- Provide effective and supportive direct service work with children and young people, and where applicable their families
- Understanding the impact of trauma on behaviours of children and adolescents
- Documentation and legislative compliance
- Mandatory reporting
- Daily living support
- Mentoring and encouraging growth
Team Leader Supported Accommodation Villa Model
New Horizons
02.2014 - 12.2015
- Provided support and development to residential support staff
- Liaised with client stakeholders
- Supported person centred practice
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Worked collaboratively with service providers to ensure holistic care
- Managed villa budgets and complete reimbursement process
- Secured funding for property modifications and client equipment
- Staff Rostering
- Maintained asset register
- Facilitated staff recruitment and induction
- Maintained statistical data and compile monthly and quarterly reports
- Developed and supported implementation of best practice procedures
- Conducted team meetings
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Case Worker NCAP
New Horizons
05.2011 - 02.2014
- Developed project procedures and best work practices
- Maintained caseload, referral waiting list, referrer updates
- Supported clients to attain and maintain accommodation in the private rental sector
- Attended interagency and network meetings
- Provided support to project staff
- Acquired knowledge of available products and services that fit client requirements
- Performed negotiation and advocacy tasks
- Completed collaborative case coordination
- Monthly and quarterly statistical reports
- Developed and implementation of tenancy training packages
- Provided pre and post tenancy training and support
- Ensured compliance with electronic record keeping using SHIP database
- Worked fast to complete tasks and meet daily deadlines.
- Followed instructions and procedures to complete assigned tasks.
Education
Management Fundamental -
Uniting
01.2024
Diploma of Community Service -
Wesley Mission
01.2013
Certificate iv - Mental Health
MHCC
01.2012
Diploma of Counselling -
AIPC
01.2011
Certificate IV - Financial Services
TAFE
01.2005
Skills
- Communication
- Organisation
- Work Planning
- Complex Problem-Solving
- Documentation And Reporting
- Goal Setting
- Quality Improvement
- Conflict Resolution
- Time Management
- Positive Attitude
- Teamwork and Collaboration
- Attention to Detail
- Cross-cultural understanding
- Community Service
- Coaching and Mentoring
References
- Kelly Golledge, Uniting HNEC Service, Area Manager, Kelly.golledge@ndis.gov.au, 0429 163 585
- Graham Ryan, Uniting HNEC Taree, Team Leader, Graham.ryan@ndis.gov.au, 0429108188
- Jason McLoughlin, St. Vincent de Paul, Team Leader, Intothebluff@gmail.com, 0481773710
Timeline
Volunteer
Orange Sky Laundry
09.2023 - Current
Acting Team Leader/ Local Area Coordinator
Uniting Local Area Coordination, Partners in the Community
01.2023 - Current
Specialist Services Internal Auditor
Uniting Local Area Coordination, Partners in the Community
01.2022 - 01.2023
Local Area Coordinator
Uniting Local Area Coordination, Partners in the Community
06.2020 - 01.2022
Local Area Coordinator
St. Vincent de Paul Society, Partners in the Community
08.2016 - 06.2020
OOHC Support Worker
Samaritans
01.2016 - 08.2016
Team Leader Supported Accommodation Villa Model
New Horizons
02.2014 - 12.2015
Case Worker NCAP
New Horizons
05.2011 - 02.2014
Certificate iv - Mental Health
MHCC
Diploma of Counselling -
AIPC
Certificate IV - Financial Services
TAFE
Management Fundamental -
Uniting
Diploma of Community Service -
Wesley Mission
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