Belinda Reeves

• Areas / Programs of direct responsibility

- Support Independently Living

- Support Coordination

- Community Programs including Day Program / SLES and Inclusive Play

- Marketing and Communication

- Quality and Safeguarding

- Information Technology

- Shared Services Rostering and Intake

- Allied Health

• Development and implementation of the key growth Strategies of the Strategic Plan of the Organisation
• Provision of advice to the CEO and the Board of Directors in relation to matters that effect the organisation and the Sector
• Manage and convene the Quality, Risk and Compliance Sub Committee of the Board
• Financial Monitoring and Oversight of the Operations of the organisation over 18 million revenue
• Implement effective Information Technology principle across the organisation
• Lead the Operations team comprising of 160 staff, from the frontline team through to managers to ensure Teams understand the role they play in meeting the Vision Mission and Values of the organisation
• Established strong partnerships with external stakeholders to enhance corporate reputation.
• Led cross-functional teams to execute high-impact projects on time and within budget constraints.
• Streamlined operations by implementing process improvements and optimising resource allocation and development of the Capital Works and Operational Budgets.
• Supported business growth through strategic planning to meet the expected KPI's of each area of the business
• Met customer service standards and expectations consistently by effectively communicating.
• Prioritised the customer experience with improved service standards, streamlined complaint resolution procedures, and enhanced internal communication for operational teams.
• Development of Quality Management Systems, ensuring consistent service delivery
• Formulated analysis assessments to make informed decisions on proposed projects.
• Mitigated risks by establishing robust risk management processes and investing in cybersecurity measures for organisation.
• Fostered a collaborative work environment that encouraged creative problem solving.

• Accountable for the operations of the Supported Independently Living and Day Programs
• Provides Supervision and leadership to Team Leaders
• Overseeing rosters development ensuring service maintain budget
• Develop business plans for the development of new services and expansion of current services
• Development of internal processes to stream line and ensure the organisation is compliant to the business requirements
• Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Developed and maintained relationships with external stakeholders.
• Handled staff training initiatives aimed at upskilling the workforce to meet the NDIS Legislation and Registration Requirements.
• Implemented quality control systems to boost overall product consistency and reliability.
• Assisted in recruiting, hiring and training of team members.
• Trained and guided team members to maintain high Quality Supports.

• Manage a team of Assessors, 2 Allied Health Professionals, Maintenance team and builders - providing professional supervision.
• Budget development and continued monitoring and provide accurate information for budget planning.
• Clear understanding of Building Codes and legislative requires under the Home Modification program.
• Adhere to existing internal and industry policies to deliver quality services whilst identifying opportunities for improvement
• Developing marketing strategies and developing new business initiatives – to meet the changing market
• Complex communication with clients and managed the complaint management process
• Accomplished multiple tasks within established timeframes.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Managing the intake process and ensuring the Quality Assurance Practices are met of all 1700 participants
• Supervise staff to ensure they are developing / reviewing care plans for the client and ensuring that the service is meeting needs and encouraging independence
• Liaising with Stakeholder internally and externally – developing systems to meet the changing funding arrangements
• Lead / Provide direction for the team in developing strategies in a changing environment NDIS and Aged Care Sector

• Coordinate service delivery for people with disability, dementia, frail aged and the carers
• Knowledge of the funding requirements across the services
• Review and maintain Care plans
• Supervise 5 Support Staff that work on the program – ensure that WH&S are met and support their professional development
• Liaise with stake holders
• Completing the position whilst maintaining current workload of Working Carers and Customer Support Officer
• Acted as a liaison between clients, families, and service providers to resolve conflicts and address concerns in a timely manner.
• Established clear expectations for client outcomes by setting measurable goals based on individual needs assessments.
• Monitored budget expenditures to ensure cost-effective distribution of resources while maintaining high-quality service standards.

• Assessed and interview potential Volunteers for the HACC Services
• Monitor volunteers performance
• Provide induction for all new volunteers
• Maintain Database records
• Provide training on WH&S, Confidentiality, Professional boundaries
• Assess new Working Carers that are referred to the respite program
• Develop Care plans appropriate to the person and family’s needs
• Review and maintain outputs and as well as client goals are met
• Networking with stakeholders in the community

• Managed Sydney Day Programs and Flexible Respite Services
• Reported to the Community Service Manager and CEO
• Supervised 6 Service Managers and provided professional development supervision
• Reviewed and approved budgets for service managers to maintain
• Monitor service outputs and ensure that targets were met throughout the year.
• Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
• Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.

• Managed 5 Day Service Managers, ensured all targets where met
• Mentored and developed managers to increase knowledge and skills
• Managed all complaints by families and stakeholders.
• Developed financial budgets for the services
• Managed Complex cases – high behavioural unit. Assisted with Behaviour Invention Supports – ensuring staff were trained and monitored as per legal requirements.
• Developed policy and trained staff in person centred approaches
• Assisted with the tender writing process.

• Day to Day management of 4 Day Programs within Sydney metro area
• Supervised Community Support Workers to ensure the goals of the clients were met developing their Individual Support Plans.
• Supervised Community Support Workers and Team Leaders.
• Promotions and developing relationship with stakeholders to ensure service expansion as services
• Development of brokerage contracts and agreements with stakeholders
• Developed policy for new service types
• Being part of working parties, working with other services to organised events like expo’s, information session

• Initial Set up of the Ageing Carer Respite in all Areas of Sydney. Involved networking with service providers and stakeholders (funding body) for referrals and ongoing intake management.
• Developed Central intake process with ADHC for all families
• Day to day management of Respite services for caseload of 60 families. Involved allocation process, intake and assessment and case planning for a 12 month period.
• Financial management of the carers respite package and ensuring output hours were met within budget.
• Managing direct support staff – performance and ensuring they are meeting the review and ISP processes.
• On call support on roster basis for Day Program, Respite and Accommodation Services

• Ongoing respite for families for children with a disability, included budgeting for their package, maintain accurate records, file management, reporting to funding body.
• Ensure WH&S is maintain and also inspecting people homes where staff would be working
• Staff management and ensuring they were working within child protection framework
• Networking with other services in the area
• Case management support, referring and developing care plans for both child and the family
• Provided training to families in relation to parenting support. 123 Magic Family Trainer / Family Support

• Aged Care, Disability and Palliative Care
• All services above were brokerage services and case management.
• Ensured that WH&S was maintained through the assessment process
• Accurate reporting on the funding out puts
• Referral and advice to families on other services in the community

• Managed the day to day running of a day service for people with a disability
• Promotion of the service to increase the clients attending the program
• Ensure service met all WH&S requirements
• Developed relationship with all relevant stakeholders
• Developed programs as per the Program guidelines

• Managed 2 Day Services ensuring the budgets were maintain and the staff ratios were correct as per funding
• Increasing service clients numbers through promotion and resulted in increases revenue
• Manage staff performance and effectively managed under performance
• Maintaining WH&S and reporting requirements
• Report writing for internal and external stakeholders to support changes in funding levels
• Networking and forming relationships with services in the area
• Resolved customer complaints in professional and timely manner.
• Met with customers to discuss service needs and offer available solutions.
• Analyzed service reports to identify areas of improvement.

• Implemented Respite recreational groups for people with disabilities
• Assessed eligibility for the group and developed their individual plan
• Organised and planned events / programs
• Reported to Service manager all out puts
• Supervised the day to day performance of staff

• Direct support for Children and adult with disabilities
• Planning and reviewing planned programs