Jo-Anne Rolph
Bellmere
Summary
Dynamic leader with a proven track record at UnitingCare Queensland, excelling in partnership building and service management. Spearheaded initiatives that enhanced team productivity and client satisfaction, leveraging skills in community engagement and problem-solving. Mentored staff for professional growth, ensuring compliance and fostering stakeholder relationships. Achieved significant improvements in service delivery and efficiency.
Overview
11
11
years of professional experience
Work History
Community Service Coordinator
UnitingCare Queensland
12.2017 - Current
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Assessed customer needs and developed solutions to meet needs.
- Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
- Enhanced customer satisfaction by efficiently addressing and resolving service issues.
- Coordinated and monitored service activities to confirm work met all requirements.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Communicated with clients and service providers to provide updates on work progress.
- Developed comprehensive service plans tailored to individual client needs, resulting in high levels of satisfaction.
- Streamlined service coordination processes for improved team productivity and response times.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Collaborated with cross-functional teams to optimize service operations and improve client experiences.
- Played a key role in the successful onboarding of new hires within the Service Coordinator role, offering mentorship and guidance as needed.
- Managed and coordinated service teams to achieve successful completion of service projects.
- Improved service delivery timelines by monitoring performance and adjusting workflows accordingly.
- Organized training sessions for staff, raising quality of customer service provided.
- Facilitated team meetings to discuss performance metrics, leading to unified approach towards service goals.
- Liaised with finance department to ensure accurate billing and resolve any discrepancies, enhancing customer trust and satisfaction.
- Increased client trust with consistent follow-ups to gather feedback and address concerns.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Evaluated customer needs and feedback to drive product and service improvements.
- Gathered, organized and input information into digital database.
- Developed comprehensive service plans for clients, leading to improved satisfaction and retention.
- Ensured compliance with industry standards and regulations, maintaining company's reputation and avoiding penalties.
- Addressed and resolved service-related issues, restoring client confidence and preventing potential loss of business.
Lead Practitioner
UnitingCare Queensland
12.2013 - 12.2017
- Evaluated industry trends and competitor activities to identify new business opportunities or areas requiring adaptation of existing strategies.
- Built long-lasting partnerships with external agencies and stakeholders through transparent communication, trust-building activities, and mutually beneficial collaborations.
- Enhanced team productivity by implementing efficient project management strategies and clear communication channels.
- Negotiated quality service delivery, achieving cost savings without compromising on quality or service levels.
- Ensured compliance with industry regulations while maintaining best practices by conducting thorough audits on current procedures.
- Collaborated with healthcare teams to support continuity of care and coordination of services.
- Created a culture of continuous learning by promoting knowledge sharing among team members through regular workshops and training sessions.
- Mentored junior practitioners, resulting in their accelerated professional growth and increased confidence in their abilities.
- Established strong relationships with key stakeholders through effective communication and collaboration efforts.
- Led cross-functional teams with diverse skill sets, fostering collaboration and ensuring timely project delivery.
- Oversaw staff recruitment, hiring, and retention efforts to maintain a high-performing team of practitioners.
- Championed change management initiatives within the organization, enabling smoother transitions during periods of growth or restructuring.
- Managed budgets and resources efficiently, to ensure client needs and goals were accurately met.
Education
Diploma of Community Services (Case Management) - Community Services
Australian College of Applied Psychology
Brisbane, QLD05-2014
Skills
- Partnership building
- Needs assessment
- Community engagement
- Community relations
- Service management
- Teamwork and collaboration
- Problem-solving
- Time management
- Staff oversight
- Case management
- Relationship building
- Stakeholder engagement
- Service planning
- Staff supervision
Timeline
Community Service Coordinator
UnitingCare Queensland
12.2017 - Current
Lead Practitioner
UnitingCare Queensland
12.2013 - 12.2017
Diploma of Community Services (Case Management) - Community Services
Australian College of Applied Psychology
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