Summary
Overview
Work History
Skills
Timeline
Generic

Karen Whalan

Bundaberg,Australia

Summary

Dedicated and empathetic professional with a strong background in customer service and administration, committed to delivering high-quality, participant-centred support. I have a passion for helping individuals navigate complex systems, ensuring their needs are met through clear communication and effective management of documentation. With a collaborative approach, I work closely with clients and colleagues to provide tailored support while adhering to compliance standards. Thriving in dynamic environments, I apply attention to detail, problem-solving skills, and a calm demeanour to foster positive outcomes for participants and their families.

Overview

14
14
years of professional experience

Work History

Local Area Coordinator

NDIS/IWC
05.2021 - Current
  • Assist individuals, families, carers, and communities in accessing accurate and relevant information about the National Disability Insurance Scheme (NDIS).
  • Support individuals through the transition to the NDIS, helping them complete the necessary documentation to assess and meet their specific needs.
  • Work with participants and families to identify personal goals, strengths, and needs, creating a plan that promotes long-term capacity building.
  • Encourage the identification of local community networks and resources that will help participants meet their goals and strengthen their support systems.
  • Conduct regular check-ins with participants, families, and carers to ensure their NDIS plans and supports remain effective and aligned with their needs.
  • Assist participants in applying for changes to their NDIS plans, including plan reassessments or variations, as required.
  • Manage daily scheduling of appointments, ensuring a smooth workflow and effective follow-up with participants.
  • Ensure all appointments and interactions are thoroughly documented and comply with x guidelines.
  • Maintain up-to-date file notes, completed documentation, and progress reports in accordance with NDIS documentary evidence guidelines.
  • Ensure that all documentation is securely stored, protecting participant privacy and confidentiality.
  • Ensure proper records are maintained using the endorsed NDIS PACE system, ensuring all participant data and documentation are correctly entered and managed.
  • Produce professional written documentation within the NDIS Business System, ensuring clear, accurate, and timely reporting on participant progress and outcomes.
  • Provide individualized, person-centered support that respects the diverse values, cultures, and backgrounds of participants.
  • Uphold participant privacy and confidentiality, empowering them to take control of their plans and goals while promoting independence.
  • Contribute to a workplace culture that is respectful, non-judgmental, culturally responsive, and inclusive, ensuring all participants and staff feel valued and supported.
  • Foster an environment where diversity is celebrated, and all individuals are treated with dignity and respect.
  • Adhere to Work Health and Safety (WHS) policies to ensure a safe, compliant environment for participants and staff.

Case Manager/ Employment Services Advisor

Impact Community Services
02.2012 - 01.2021
  • Conducted detailed client assessments to identify skills, employment history, and personal barriers; developed individualized Employment Pathway Plans (EPPs).
  • Provided holistic case management, coordinating referrals to support services (e.g. housing, health, childcare, transport) to address non-vocational barriers.
  • Delivered tailored employment coaching, including resume building, interview preparation, and job search strategies.
  • Facilitated group workshops on employability skills, job readiness, and local labour market trends.
  • Actively sourced job vacancies, training opportunities, and work placements aligned with clients’ goals and capabilities.
  • Maintained accurate client records and progress notes using case management software, ensuring compliance with privacy, audit, and contractual standards.
  • Monitored client participation, conducted follow-ups, and provided ongoing motivation and support throughout their employment journey.
  • Processed purchase orders, supported claims submissions, and provided administrative support in line with organizational procedures.
  • Collaborated with internal teams and external stakeholders to maximize employment outcomes and meet program performance targets.
  • Delivered crisis intervention and emotional support to clients facing urgent or complex challenges impacting job readiness.
  • Ensured compliance with government regulations, employment services frameworks, and Work Health & Safety (WHS) standards.

Skills

  • Positive Attitude to Disability, Diversity & Inclusion
  • Person-Centred & Culturally Responsive Support
  • NDIS Knowledge & Plan Implementation
  • Holistic Case Management
  • Employment Services & Workforce Readiness
  • Client Engagement & Communication
  • Documentation & Record Keeping
  • Crisis Response & Emotional Support
  • Workshop Facilitation & Community Engagement
  • Compliance, Risk & WHS Awareness
  • Teamwork & Professional Collaboration

Timeline

Local Area Coordinator

NDIS/IWC
05.2021 - Current

Case Manager/ Employment Services Advisor

Impact Community Services
02.2012 - 01.2021

Similar Profiles

CREATE PROFILE
Karen Whalan