Karen McKenna
Operations Manager
Helena Valley,WA
Summary
With 15+ years of experience in disability employment, I have a strong background in the National Disability Insurance Scheme (NDIS) and Disability Employment Services (DES). Working on various contracts in the Perth Metro area and the Pilbara, I have gained valuable insight into the unique challenges and opportunities in these regions. My expertise includes leadership, strategic thinking, and managing the constant change that the sector demands. I have a proven ability to lead teams, drive innovation, and enhance service delivery. My diverse background in hospitality and retail management has equipped me with a unique skill set to effectively manage operations and ensure a client-centered approach.
Overview
14
14
years of professional experience
1
1
Certification
Work History
NDIS Operations Manager
Edge Employment Solutions
Subiaco, WA
10.2024 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- 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.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Increased profit by streamlining operations.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Trained and guided team members to maintain high productivity and performance metrics.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
Service Delivery Manager
Edge Employment Solutions
Subiaco, WA
11.2022 - 10.2024
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Enhanced service delivery by developing and implementing efficient processes.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
- Developed training programs to enhance employee skills and boost overall productivity levels.
- Attended staff and client meetings and served as liaison to manage operations for account.
LOCAL AREA COORDINATOR
MISSON AUSTRALIA
03.2022 - 11.2022
- Meeting with participants both on and offsite
- Building NDIS plans
- Working within the legislation for the NDIS
- Community engagement educating people on disabilities
- Monitoring and checking to endure people are engaging with services and utilizing their plans
- Assisting people to understand their plan and how it can be used
Site Manager & PPS/OS Lead for WA
MATCHWORKS
04.2021 - 02.2022
- Manage the daily operations between 4 sites
- Managing up to 20 staff daily
- Mentoring and training staff in all aspects of service delivery
- Led cross-functional teams to achieve project milestones and deliver results on time and within budget.
- Desktop auditing
- Interview and onboarding staff
- Prepare and deliver KPI documents
- Prepare and deliver Probation reviews
- Caseload Analysis with staff
- Provide support to staff to achieve KPI’s, placements and outcomes
- Provide technical support to staff
- Work with the senior management team to enhance and implement strategies to increase revenue and to improve retention
- Deal with complaints and find resolutions
- Working with customers to ensure they are happy with the service they are being provided
- Drive performance
- Provide support to the PPS team to ensure claims are taken in a timely manner
- Fortnightly meeting to find strategies to increase OS conversion rates
Assistant Site Manager Central West Metro & Assistant PPS/OS Lead for WA
MATCHWORKS
12.2019 - 04.2021
- Assist with the daily operations between 4 sites
- Prepare and deliver KPI documents
- Caseload Analysis with staff
- Provide support to staff to achieve KPI’s, placements and outcomes
- Provide technical support to staff
- Work with the whole management team to enhance and implement strategies to increase revenue and to improve retention
- Assist and support the PPS portfolio team
- Deal with complaints and find resolutions
- Drive performance
- Assist with PPS and claim where needed
Employment Coordinator
ABILITY CENTRE (Create Employment)
03.2017 - 12.2019
- General administration duties
- Responsible for entering placements/activities in ESS
- Providing post placement support
- Case management
- Updating\Negotiating Job Plans, addressing barriers, reverse marketing, referrals, providing and managing work experience activities\courses
- Actively pursue employer vacancies and liaise with stakeholders to match appropriate job seekers to vacancy
- Working with Job Seekers to overcome Barriers both vocational and non-vocational
- Making referral to appropriate support services
- Assisting Job Seeker to compile the correct medical documentation before new ESAt/JCA is booked
- Assisting Job seekers with compiling evidence for DSP Applications
- Use of ESS IT system
- Case management between 3 sites
DES Employment Consultant
FORREST PERSONNEL
02.2015 - 03.2017
- General administration duties
- Responsible for entering placements/activities in ESS
- Providing post placement support
- Case management
- Updating\Negotiating Job Plans, addressing barriers, reverse marketing, referrals
- Actively pursue employer vacancies and liaise with stakeholders to match appropriate job seekers to vacancy
- Working with Job Seekers to overcome Barriers both vocational and non-vocational
- Assisting Job Seeker to compile the correct medical documentation before new ESAt/JCA is booked
- Use of ESS IT system
- Support of new/inexperienced staff
Team Leader
ITEC EMPLOYMENT-South Hedland
12.2012 - 07.2013
- General administration duties
- Support state manager with operational duties
- Provide back up support in relation to other roles as per site requirements
- Liaise and communicate effectively with a diverse range of people from a variety of backgrounds
- Provide advice and support to all site staff when needed
- Ensure that staff KPI’s are on track and put measures in place to ensure shortfalls are overcome
- Recruit, train, coach, and mentor new employees
- Managing job seekers with extreme barriers and provide these job seekers with appropriate counseling
- Delivering weekly updates to both staff and management
Employment Pathway Manager
ITEC EMPLOYMENT-Karratha
04.2012 - 12.2012
- Managing and assisting job seekers
- (up to 150 caseload S2-S4)
- Create and update Resumes
- Updating\Negotiating Employment Pathway Plans (EPP), addressing barriers, reverse marketing, referral\vacancy management, providing and organizing training opportunities, providing, and managing work experience activities\courses and post placement support
- Assisting Job seekers obtaining licenses, tickets, and qualifications
- Assisting with PPE, transport, and identification
- Actively pursue employer vacancies and liaise with stakeholders to match appropriate job seekers to vacancy
- Develop job seekers job search skills and provide instruction and advice on affective resume preparation, completion of application forms, letters, interview techniques and presentation
- Develop and maintain relationships with employers and training organizations
- Maintain accurate and relevant information in job seekers and employers’ files and DEEWR information systems; compile documentary evidence to support lodgment of claims
Skills
- Proficient in verbal and written communication
- Strong organisational abilities
- Advanced customer service skills
- Leadership and oversight
- Good understanding of Guidelines and Frameworks both DES and NDIS
- In-depth knowledge of evidence evaluation
- Proactive and motivated
- Adaptable in team settings
- Combined marketing and networking skills
- Experienced in managing cross-cultural relationships
- Analytical problem-solving
- Operations management
- Customer service
Certification
- Employment Pathway Managers Certificate
- Completion of JSA, RJCP and DES Modules (Employment services)
- Completion of Effective Employer Engagement Program
- Completion of Targeted Compliance Framework
- NDIS Workers Screen Check
- NDIS worker’s orientation Module
- Managing challenging and aggressive clients
- WA C Class Driver’s License
- Mental Health First Aid Training
- Fully Covid Vaccinated
- Police Clearance
- WWC
- White Card
Timeline
NDIS Operations Manager
Edge Employment Solutions
10.2024 - Current
Service Delivery Manager
Edge Employment Solutions
11.2022 - 10.2024
LOCAL AREA COORDINATOR
MISSON AUSTRALIA
03.2022 - 11.2022
Site Manager & PPS/OS Lead for WA
MATCHWORKS
04.2021 - 02.2022
Assistant Site Manager Central West Metro & Assistant PPS/OS Lead for WA
MATCHWORKS
12.2019 - 04.2021
Employment Coordinator
ABILITY CENTRE (Create Employment)
03.2017 - 12.2019
DES Employment Consultant
FORREST PERSONNEL
02.2015 - 03.2017
Team Leader
ITEC EMPLOYMENT-South Hedland
12.2012 - 07.2013
Employment Pathway Manager
ITEC EMPLOYMENT-Karratha
04.2012 - 12.2012