Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kellie McAlinden

Lysterfield,VIC

Summary

Proven track record of successfully managing complex cases and executing plans within business expectations. Strong attention to detail and problem-solving skills lead to timely resolution of plan change requests and positive participant experiences. Expertise in case management, communication, and collaborating with cross-functional teams to maintain positive outcomes for participants and the Agency. Passion for continuous improvement and commitment to delivering high-quality results that consistently exceed expectations.

Overview

24
24
years of professional experience

Work History

Planner (APS5), Service Delivery

NDIA
03.2024 - Current
  • Processing of unscheduled plan reassessments and plan change requests for intensive and super-intensive participants.
  • Key Responsibilities:
  • - Build participant plans in consideration of community, informal and mainstream supports.
  • - Independent decision making by applying policy and operational guideline knowledge.
  • - Implementation of adaptable strategies to manage workflow and business changes. Identify and set priorities ensuring timely completion of plans with consideration for sustainability and safeguarding measures.
  • - Completion of escalated plans, resulting in maintaining business reputation and participant confidence.
  • - Maintenance of effective stakeholder management by delivering unfavourable outcomes using strong communication, established conflict resolution in a sensitive, professional manner.
  • - Preparation of clear and informative written communication and outcomes using highly developed written skills.
  • - Contributing to a collaborative team environment, including supporting team members and skill sharing.

National Reassessment Officer

NDIA
01.2023 - 02.2024
  • Efficiently processing participant requests for plan reassessments and plan changes. Applying newly learned procedures and legislation to my decision making while providing efficient outcomes both written and verbal, to participants and their families.
  • Key Responsibilities:
  • - Competency to learn, understand and apply legislation
  • - Competent decision making
  • - Prioritising workflow and flexibility
  • - Completing work tasks in a timely manner
  • - Initiate and participate in training and support of other team members, with mentoring and coaching as required
  • - Participate in professional development, by keeping up to date with NDIA legislation and policy changes
  • - Attention to detail
  • - Meeting deadlines and expected KPI’s
  • - Participate in professional development, by keeping up to date with NDIA legislation and policy changes

ER Project

NDIA
03.2023 - 07.2023
  • Completion of outstanding Eligibility Reassessment requests.

Access Assessor

NDIA
01.2021 - 01.2023
  • Assessing access requests and making access decisions, in line with NDIA legislation and timeframes. Delivering both written and verbal access decisions in a timely manner.
  • Key Responsibilities:
  • - Competent decision making
  • - Consistency in completing daily tasks
  • - Achievement of KPI’s and deadlines
  • - Prioritising workflow and flexibility
  • - Initiate and participate in training and support of other team members, with mentoring and coaching as required
  • - Participate in professional development, by keeping up to date with NDIA legislation and policy changes
  • - Attention to detail

Access Officer

NDIA
01.2019 - 01.2021
  • Effectively processing NDIA applications, learn new systems, procedures and legislation. While providing a positive experience for applicants and their families, by embracing diversity, inclusiveness and choice.
  • Key Responsibilities:
  • - Consistency in completing allocated daily tasks
  • - Achievement of KPI’s and deadlines
  • - Prioritising workflow and flexibility when required
  • - Identifying vital information to assist in completing valid applications
  • - Initiate and participate in training of other team members, with continued mentoring and coaching
  • - Participate in professional development, by keeping up to date with NDIA legislation and policy changes
  • - Attention to detail

Business Support Officer

Princess Care Pty Ltd
02.2019 - 05.2019
  • I gained exposure and experience within the disability sector during this short-term role. I quickly learned new processes and systems, while expanding on my personal knowledge of NDIS. I enjoyed this role immensely, as it provided me with an opportunity to work within the Not For Profit sector and make a difference to the community.
  • Key Responsibilities:
  • - Effective management of all client billing and invoicing
  • - Updating and review of client services as required
  • - Regular reviewing of client service agreements and contracts

Liability Claims Officer

Wesfarmers
04.2018 - 12.2018
  • Effectively managing allocated portfolio of Public Liability Claims, to bring about optimum outcomes for all stakeholders, while learning new systems and procedures.
  • Key Responsibilities:
  • - Reviewing of claims management processes and analyzing of incidents to reduce the number or consequence of incidents
  • - Regular monitoring and analyzing of claims, to identify initiative opportunities, to reduce the number of, or consequence of incidents.
  • - Co-ordinate and manage external service providers (Loss Adjusters, Solicitors, Medico-legal, customers of group companies)
  • - Sharing of relevant information (i.e., developments of legislation, insurance and precedents) to reduce impact on claims management

Expenses Coordinator

Coles Group Limited
01.2016 - 01.2017

Customer Care lead to Coles Managing Director

Coles Group Limited
01.2008 - 01.2016

Senior Customer Care Consultant, Quality

Coles Group Limited
01.2007 - 01.2007

Senior Customer Care Consultant

Coles Group Limited
01.2007 - 01.2007

Customer Contact Centre Operator, Facilities Maintenance

Coles Group Limited
01.2004 - 01.2007

Customer Care Consultant, Coles Group

Coles Group Limited
01.2002 - 01.2004

Education

Maribyrnong High School
Maribyrnong, VIC

Skills

  • - Ability to deliver on results and achieve KPI’s
  • - Participant and outcome focused
  • - Analytical
  • - Highly developed stakeholder management skills
  • - Negotiation and conflict resolution
  • - Strong written and verbal communication
  • - Cross functional relationship builder
  • - Embraces and fosters company culture
  • - MS Packages experienced
  • - Developed knowledge and understanding of law, legislation, and their applications
  • - Sound knowledge of NDIA business systems, relevant procedures and legislation

Timeline

Planner (APS5), Service Delivery

NDIA
03.2024 - Current

ER Project

NDIA
03.2023 - 07.2023

National Reassessment Officer

NDIA
01.2023 - 02.2024

Access Assessor

NDIA
01.2021 - 01.2023

Business Support Officer

Princess Care Pty Ltd
02.2019 - 05.2019

Access Officer

NDIA
01.2019 - 01.2021

Liability Claims Officer

Wesfarmers
04.2018 - 12.2018

Expenses Coordinator

Coles Group Limited
01.2016 - 01.2017

Customer Care lead to Coles Managing Director

Coles Group Limited
01.2008 - 01.2016

Senior Customer Care Consultant, Quality

Coles Group Limited
01.2007 - 01.2007

Senior Customer Care Consultant

Coles Group Limited
01.2007 - 01.2007

Customer Contact Centre Operator, Facilities Maintenance

Coles Group Limited
01.2004 - 01.2007

Customer Care Consultant, Coles Group

Coles Group Limited
01.2002 - 01.2004

Maribyrnong High School

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Kellie McAlinden