KAYLAH WHITEHEAD
Eglinton,WA
Summary
I am an experienced and dedicated Service Delivery professional with a strong background in leading high-performing teams, managing stakeholder relationships, and delivering client-focused outcomes within the NDIS and broader community sector. With a proven track record in service delivery management, staff mentoring, and operational improvement, I bring a strategic and hands-on approach to leadership. I’m now seeking to build on this experience by taking on a new challenge where I can continue to drive service excellence, support team development, and contribute to meaningful, client-led results.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Manager- Service Delivery
Avenues Australia
08.2023 - Current
- Oversaw end-to-end service delivery operations, ensuring quality, compliance, and on-time execution.
- Defined and tracked KPIs; implemented improvements to enhance efficiency and client satisfaction.
- Managed key stakeholder relationships, conducted service reviews, and represented the organisation at industry forums.
- Led and mentored client-facing team leaders, supporting performance, collaboration, and accountability.
- Addressed service issues and client escalations, conducting root cause analysis and implementing preventative measures.
- Analysed performance data and prepared reports for senior leadership to inform strategic decisions.
- Spearheaded process improvements, workflow optimisation, and automation to streamline service delivery processes.
- Contributed to business development, including travelling to Melbourne to support regional service expansion.
- Coordinated social media management to enhance brand visibility and client engagement.
- Ensured compliance with relevant legislation and internal policy standards.
Team Leader- Mental Health
Avenues Australia
03.2023 - 08.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Team Leader
Advanced Personnel Management.
01.2021 - 08.2023
- Coordinate teams to prioritise participant reviews and emerging service needs in a responsive and efficient manner.
- Provide specialised support to participants navigating NDIS access pathways.
- Ensure consistent delivery of high-quality services aligned with NDIS standards and participant needs.
- Offer ongoing coaching, supervision, and professional development to team members.
- Demonstrate strong understanding and application of NDIS principles, including Reasonable and Necessary supports.
- Effectively manage multiple, shifting priorities in a fast-paced environment.
- Monitor, track, and meet individual and team KPIs to support overall business outcomes.
- Oversee data accuracy and workflow management to maintain operational efficiency.
- Maintain current knowledge of evolving NDIS policies, guidelines, and service frameworks.
- Support project management initiatives tied to organisational restructuring and evolving service models.
- Assist Service Area Managers with end-to-end recruitment processes.
- Lead the delivery and execution of Supported Improvement Plans to enhance service quality and compliance.
Local Area Co-ordinator
Advanced Personnel Management.
03.2019 - 01.2021
- Facilitate planning meetings with participants and families, considering diverse and complex support needs.
- Develop NDIS support plans in accordance with legislative requirements and best practice guidelines.
- Connect participants with appropriate community, mainstream, and funded supports.
- Assist participants with accessing NDIS services and support the implementation and monitoring of their plans.
- Act as Step-Up Team Leader, mentoring staff across WA and QLD to ensure consistent service delivery.
- Provide support and guidance to staff and leaders, responding promptly to operational queries.
- Assist in coordinating team meetings, including agenda preparation and accurate minute-taking.
- Consistently exceed individual and team KPIs through efficient and client-focused service delivery.
- Initiate and facilitate Art Therapy sessions to support team wellbeing and boost morale.
- Proficient in Microsoft Office Suite, APM systems, and NDIS internal platforms.
Owner/ Principle
Daydream Reflections.
08.2015 - 08.2020
- Customer Design Dreamcatchers with crystals and infused with Reiki on completion.
- Workshops where clients can come and make their own dreamcatchers.
- Sales and marketing at local Market stalls.
- Administration work including bookkeeping, preparation of documents for tax purposes, designs and creation.
Bartender, Restaurant & Barista Manager
Mullaloo Beach Hotel.
09.2017 - 01.2018
Practical Placement
Cyrenian House.
02.2017 - 05.2017
- 1:1 Art Therapy/ Counselling sessions.
- Set up and completion of a 10-week group Art Therapy Program.
- Therapeutic group facilitation.
- Education sessions.
- Peer support work.
- Working effectively and efficiently with a multidisciplinary team.
- Involvement in case management meetings.
- Conducting assessments.
- Mental Health outcome measures.
- Data collection.
- Analysis of therapy sessions.
- Planning of therapy sessions and groups.
Education
Certificate IV -
Leadership And Management
04-2024
Advanced Diploma -
Transpersonal Art Therapy
12.2017
Reiki Practitioner -
Lever 1 & 2
12.2017
Responsible Service -
of Alcohol
12.2008
Skills
- Excellent work ethic
- Ability to work under pressure
- Expert in multi-tasking and time-management
- Excellent verbal and written communication skills
- Management and motivation of others
- Competent with MS Office
- Excellent organisation skills
- Policy and Procedure development
- Project and performance management oversight
- Marketing and social media management
- Recruitment, training and development of staff
Personal Development
- National NDIS worker screening check, 2021
- Western Australia Police: National Police Clearance, 2020
- Government of Western Australia: Working with Children Check, 2020
- Anglicare WA: Mum’s and Dad’s Forever Program, 2013
- Women’s Health and Family Services WA: Circle of Security, 2012
- Women’s Health and Family Services WA: Positive Parenting, 2012
Qualifications And Education
- Certificate IV in Leadership and Management, 2021
- Advanced Diploma of Transpersonal Art Therapy, 2017
- Reiki Practitioner Level 1 & 2, 2017
- Australian Hypnotherapy Training, 2017
- Responsible Service of Alcohol, 2008
- Certificate II in Hospitality, 2007
- Year 12 Graduate – Wanneroo Senior High School, 1998
Certification
2024: Certificate in Effective Business writing
2024: Certificate in Operational Planning
2021: National NDIS worker screening check
2020: Western Australia Police: National Police Clearance
2020: Government of Western Australia: Working with Children Check
2013: Anglicare WA: Mum’s and Dad’s Forever Program
2012: Women’s Health and Family Services WA: Circle of Security
2012: Women’s Health and Family Services WA: Positive Parenting
Timeline
Manager- Service Delivery
Avenues Australia
08.2023 - Current
Team Leader- Mental Health
Avenues Australia
03.2023 - 08.2023
Team Leader
Advanced Personnel Management.
01.2021 - 08.2023
Local Area Co-ordinator
Advanced Personnel Management.
03.2019 - 01.2021
Bartender, Restaurant & Barista Manager
Mullaloo Beach Hotel.
09.2017 - 01.2018
Practical Placement
Cyrenian House.
02.2017 - 05.2017
Owner/ Principle
Daydream Reflections.
08.2015 - 08.2020
Advanced Diploma -
Transpersonal Art Therapy
Reiki Practitioner -
Lever 1 & 2
Responsible Service -
of Alcohol
Certificate IV -
Leadership And Management
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