Jordan Elliott
Toowoomba,QLD
Summary
Dynamic community services professional with a proven track record of success leading, managing and motivating diverse teams.
8+ years experience in fostering a culture of excellence and achievement in community programs across multiple sectors.
Confident in liaising seamlessly and professionally with internal teams and external stakeholders ensuring rigorous adherence to compliance frameworks and demonstrating success in achieving organisational strategic goals.
Highly skilled in staff management, professional development, formal supervision, return-to-work processes, and performance improvement.
Fiscally responsible and expert in managing programs with clear service agreements, funding guidelines, and designated outcomes.
Passionate about creating a culture of Zero-Harm ensuring safety is a priority and staff return home safe every day.
Overview
9
9
years of professional experience
Work History
Site Manager
Cancer Council Queensland
12.2023 - Current
- Manage daily operations of on-site accommodation including reservations, associated paperwork and ensuring appropriate levels of consumables, food, stores, stationary items, and the replacement of small appliances are maintained.
- Manage incoming visitor processes ensuring client and community needs are being met in a timely and professional manner and to ensure that services are being
delivered in line with CCQs mission and values. - Lead the planning and implementation of regionally specific health network engagement to increase awareness and referrals to Cancer Council Queensland’s services, understand gaps in service and identifying opportunities for collaborations and partnerships to drive
service expansion and growth. - Implement and monitor daily security protocols and ensure security systems are operational, acting as the first point of contact for after-hours security breaches.
- Manage site maintenance, cleaning, and servicing requirements in accordance with approved processes and work instructions including the bookings and cleaning of site vehicles that are used by visitors and clients.
- Manage and maintain accounting records and ensure banking processes are coordinated appropriately including accommodation invoices, administrative requisitions, petty cash and incoming donations.
- Manage recruitment, onboarding, and performance, with assistance from Community Service Specialists to support staff professional development.
- Maintain adequate resourcing to deliver quality services, considering current and emerging needs.
- Manage agreed targets and performance by clearly articulating contribution to priorities and Key Performance Indicators through enhanced communication and providing regular reports to Senior Management noting trends and the effectiveness of marketing and engagement strategies.
- Working with the Senior Manager Hub Operations accurately forecast and develop budgets and implement strategies to manage and monitor budgets to report on income and expenditure.
- Manage operations to comply with Human Services Quality Standards, relevant legislation and CCQ Policies, and implement quality improvement processes across all services.
- In collaboration with CCQs Health Safety and Wellbeing Lead implement audit and risk assessments to ensure Health, Safety and Wellbeing standards are being met to
provide a safe environment for all clients, visitors, volunteers, and employees. - Ensure Complaints compliments and feedback are actioned and resolved as per CCQs Compliments Complaints and Feedback processes.
- Build and maintain effective networks with Patient Travel Offices and other regular referring health professionals to promote service and implement growth strategies.
- Ensure processes are implemented and adhered to across all sites to identify hazards, mitigate risks and report appropriately.
- Model CCQ values and exceptional client experience behaviours to develop a high performing, values driven and collaborative workforce.
- Support the training and recruitment of Cancer Council Queensland volunteers and provide support to volunteers in the delivery of programs and services.
Retirement Living Manager
Churches Of Christ in Queensland
04.2022 - 12.2023
- Oversee retirement village operations in compliance with the Retirement Villages Act and internal policies while adhering to budgetary constraints
- Plan, coordinate, evaluate, and report on village services to meet resident needs and service standards, implementing strategies to address identified requirements
- Foster engagement with residents and stakeholders, establishing and maintaining positive relationships within the local community
- Ensure adherence to accreditation standards and the CRM system, proactively recommending and implementing improvements and maintaining robust policies and procedures
- Prioritise the safety, security, and well-being of residents, safeguarding their rights throughout the operation
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Collaborate with key stakeholders to identify sales opportunities, actively promoting the village and staying informed about market trends
- Offer knowledgeable advice on the organisation's services, converting enquiries into sales, and efficiently resolving minor issues
- Drive marketing efforts through communication and promotional activities at events, service clubs, and various groups
- Facilitate unit turnover and reinstatement processes for seamless transitions.
- Verified completed unit reinstatements met approved time, quality, and cost estimates.
- Maintained strong lines of communication with all stakeholders involved in unit reinstatements, ensuring transparency and collaboration towards shared goals.
- Achieved cost savings through negotiating service contracts, leveraging long-term relationships with trusted suppliers.
- Evaluated subcontractor performance for quality assurance purposes, maintaining strong partnerships while holding service providers accountable for their work.
- Developed and implemented safety protocols, resulting in reduced workplace accidents and increased employee satisfaction.
- Maintained an up-to-date understanding of current market trends and fluctuations, allowing for accurate pricing strategies.
- Provided exceptional customer service throughout the entire sales process from initial consultation to post-closing followups.
- Assisted clients in navigating complex paperwork associated with property transactions while ensuring compliance with regulatory requirements.
Service Manager
Churches Of Christ in Queensland
01.2020 - 04.2022
- Directed resource allocation, ensuring optimal utilisation of personnel, equipment, and facilities in alignment with business goals.
- Addressed all client needs, ensuring services aligned with organisational and legislative requirements, while promptly handling client grievances and seeking feedback
- Championed a continuous improvement culture by encouraging innovation and proactive problem-solving among team members.
- Maintained high standards of client service, contributed to service review and assessment, and achieved key performance indicators for service level agreements, risk management, budgets, and savings targets
- Provided reports and recommendations to the Regional Manager to manage serious client incidents
- Exhibited effective leadership by influencing and supporting my team to exceed organisational goals
- Cultivated a positive workforce culture consistent with the organisation's mission and values
- Managed all aspects of workforce management, including paid employees, volunteers, and workplace experience students
- Developed business cases, change management plans, proposals, and funding applications
- Mitigated risks through meticulous planning and proactive identification of potential issues in operations.
- Participated in negotiations for contracts, funding arrangements, and service agreements
- Oversaw process control plans, work instructions, and procedures, maintaining records as required
- Collaborated with the quality management team to ensure compliance with legislative and regulatory requirements
- Prepared budgets, monitored financial performance, and created relevant financial reports
- Demonstrated cultural sensitivity and inclusivity while working with diverse communities
- Enhanced the organisation's reputation in the community and support service integration for client-focused care and services.
Residential Team Leader
Churches Of Christ in Queensland
02.2019 - 01.2020
- Actioned referrals and coordinate placements for young individuals into appropriate programs, ensuring their needs are matched with the program's objectives
- Managed the assessment, planning, and review of strategies addressing the care and developmental needs of clients across various life domains
- Participated in meetings with clients, delivered direct services, and addressed grievances in collaboration with the Service Manager
- Identified client needs and strategically planned services within available resources and organisational guidelines while actively seeking feedback from clients and stakeholders
- Cultivate culturally inclusive services for Aboriginal and Torres Strait Islander staff, clients, families, and communities, ensuring a culturally safe environment and sustainable outcomes
- Maintain rosters in compliance with EBA requirements and fulfil Local On-Call duties.
- Achieved designated financial targets, adhered to funding agreement requirements, and implemented corrective actions when necessary
- Held regular team meetings to inform team members on organisational updates and ensure consistency of service.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Represented clients at the Child Safety Complex Case Panel (CCP) and Suspected Child Abuse and Neglect (SCAN) meetings, overseeing the implementation of resulting recommendations.
- Devised and implemented processes and procedures to streamline operations.
- Maintained database systems to track and analyse operational data.
Residential Case Manager
Churches Of Christ in Queensland
03.2018 - 02.2019
- Facilitated referral process and assessed suitability of clients for program enrollment
- Provided crisis intervention services to ensure the safety and security of all clients within the service
- Maintained detailed records of client progress, documentation of services, and case notes
- Enhanced client well-being by developing and implementing individualised case management plans
- Ensured a culturally inclusive and safe environment for Aboriginal and Torres Strait Islander clients
- Cultivated strong client relationships through regular informal engagement to build rapport and trust.
- Managed caseloads efficiently while prioritising urgent matters, ensuring timely assistance for all clients in need.
- Advocated for client needs within the agency and broader community, securing necessary resources and accommodations.
- Coordinated mental health care for residents, collaborating with therapists and psychiatrists on treatment plans.
- Participated in professional development opportunities to stay current on best practices within residential case management field.
- Participated in clinical supervision to maintain professional development.
- Completed psychosocial evaluations and needs assessments.
Residential Team Leader
Churches Of Christ in Queensland
09.2016 - 05.2017
- As per previous role description.
Residential Youth Worker
Churches Of Christ in Queensland
08.2015 - 09.2016
- Provided daily care and planned activities for young people in line with care plan requirements.
- Maintained a safe, clean, and tidy household by carrying out domestic duties.
- Administered program records and maintained legally defendable documentation as per service policy.
- Engaged with Aboriginal and Torres Strait Islander staff, children, young people, families, and communities to ensure culturally inclusive services.
- Actively contributed as a team member in alignment with organisational strategies.
- Demonstrated commitment to quality standards and continuous improvement, identifying and communicating improvement opportunities.
- Delivered exceptional customer service to all stakeholders and participated in service delivery improvement initiatives.
- Adhered to service level agreements, provided required information for reports, and supported financial targets as needed.
- Assisted clients with daily living activities, promoting self-sufficiency and independence.
- Managed medication administration according to prescribed schedules while maintaining accurate records of all medications dispensed.
- Provided crisis intervention when necessary, deescalating volatile situations while ensuring the safety of all involved parties.
- Enhanced youth development by implementing individualised care plans and engaging in therapeutic activities.
- Supported families through consistent communication about youth progress, offering guidance on additional resources available.
- Facilitated group sessions for skill-building, socialisation, and conflict resolution among residents.
Education
Master of Business Administration -
Southern Cross University
12.2025
Diploma of Leadership and Management -
TAFE Queensland
12.2023
Master of Criminology and Criminal Justice -
Griffith University
12.2014
Bachelor of Social Science - Criminology And History
James Cook University
12.2013
Skills
- Operations Management
- Strategy Development
- Excellent Financial Management and Reporting
- Staff Management and Development
- Negotiation and Conflict Resolution
- Business Development
- Facility Safety Management
- Expert Report Writing and Record Keeping
- Internal and External Stakeholder Communication
- Continuous Improvement
- Risk Management
Certifications and Licences
- Recognise and Respond Appropriately to Domestic and Family Violence - Central Queensland University
- Youth Mental Health First Aid Certificate
- Adventures in Leadership Graduate - Churches of Christ in QLD's Internal Leadership Development Program
- Media Training - Cancer Council QLD
- Open C-Class Licence
- QLD Blue Card
References
Melissa Richardson
Bolton Clarke
Village Operations Manager
Mob: 0404 106 679
Email: mrichardson3@boltonclarke.com.au
Deanna Romain
Senior Manager - Client Operations
Mob: 0417 791 317
Email: deannaromain@cancerqld.org.au
Timeline
Site Manager
Cancer Council Queensland
12.2023 - Current
Retirement Living Manager
Churches Of Christ in Queensland
04.2022 - 12.2023
Service Manager
Churches Of Christ in Queensland
01.2020 - 04.2022
Residential Team Leader
Churches Of Christ in Queensland
02.2019 - 01.2020
Residential Case Manager
Churches Of Christ in Queensland
03.2018 - 02.2019
Residential Team Leader
Churches Of Christ in Queensland
09.2016 - 05.2017
Residential Youth Worker
Churches Of Christ in Queensland
08.2015 - 09.2016
Master of Business Administration -
Southern Cross University
Diploma of Leadership and Management -
TAFE Queensland
Master of Criminology and Criminal Justice -
Griffith University
Bachelor of Social Science - Criminology And History
James Cook University
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