Kendra Jones
Melbourne,VIC
Overview
8
8
years of professional experience
Work History
Quality, Practice and Risk Manager
Kind and Care Supports
Cranbourne , Vic
01.2024 - Current
- Created and implemented policies and procedures to manage identified risks effectively.
- Investigated any incidents that are reportable to the commission.
- Coordinated and led Re-Certification Audit.
- Performed periodic reviews of existing systems, processes, and procedures in order to minimize potential risks.
- Identified, assessed, and reported on risk management issues.
- Monitored changes in laws and regulations that could impact the organization's operations.
- Conducted regular reviews of internal controls to ensure compliance with relevant regulations.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Conducted performance reviews for team members.
- Ensured compliance with regulatory requirements and industry standards.
Community Services Team Leader
Afford
Noble Park, Hoppers Crossing, Cheltenham And Dandenong, Vic
11.2022 - 12.2023
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Work as part of multiple care teams.
- Client debriefing.
- Positive Behaviour Support training.
- Developed strategies for problem solving and conflict resolution among team members.
- Established clear expectations for employees, providing guidance when needed.
- Maintained a positive working relationship with fellow staff and management.
- Audited the company's legal documents to verify compliant policies and procedures.
- Analyzed key performance indicators to identify effective strategies.
- Fostered positive employee relationships through communication, training, and development coaching.
- Solutions focused and Strengths based approach.
- Completed daily quality assurance duties to provide feedback for improvements.
- Incident management and investigations.
- Complaints resolution.
- Incident debriefing.
- Liaising with the EAP.
- Assistance with Return to Work Planning.
- Motivated and empowered team members to build customer satisfaction and loyalty, to support retention and growth.
- Determined client needs.
- Oversaw quality control to identify inconsistencies.
Team Leader, Disability Client Services
Afford
3030, Vic
12.2020 - 11.2022
- Reviewed completed work to verify consistency, quality and conformance.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Fostered positive employee relationships through communication, training and development coaching.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Conferred with other supervisors to coordinate operations and activities within or between departments.
- Delegated daily tasks to team members to optimize group productivity.
- Created and distributed monthly, quarterly and annual reports to management regarding performance.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Collaborated with various healthcare professionals to plan rehabilitation programs.
- Documented and filed patient health reports and charts.
- Managed load of multiple cases on consistent basis.
- Maintained positive working relationship with fellow staff and management.
- Worked closely with human resources to support employee management and organizational planning.
- Connected individuals with relevant community resources and coordinated referrals.
- Organized client meetings to provide project updates.
- Monitored and assisted both occupational and physical therapists during treatments.
- Completed daily quality assurance duties to provide feedback for improvements.
- Identified needs of customers promptly and efficiently.
- Set specific goals for projects to measure progress and evaluate end results.
Senior Disability Support Worker
Bedford Group
3081, Vic
09.2019 - 12.2020
- Created detailed and individualized plans to best support patients.
- Utilized strong assessment skills to determine necessary client care and daily function assistance.
- Maintained organized filing system for client records, providing complete documentation of all interactions.
- Facilitated communication between caregivers and clients regarding current issues or concerns related to client's health status or well-being.
- Guided clients in development of skills and strategies for dealing with individual problems.
- Provided information to access financial assistance, legal aid or housing.
- Counseled clients or patients individually and in group sessions to assist recovery from illness and to adjust to life.
- Monitored and evaluated client progress compared to measurable treatment and care plan goals.
- Advocated for clients to resolve medical or personal crises.
Transition Manager
Bedford Group
3081, Vic
09.2019 - 12.2020
- Maintained effective communication among various stakeholders throughout the transition process.
- Coordinated with internal teams for the successful execution of the transition plan.
- Needs assessments.
- Facilitated meetings between care teams.
- Emotional support and regular reflective practice.
- Ongoing support and check-ins with clients.
Disability Support Worker
Bedford Group
3081, VIC
09.2017 - 09.2019
- Created detailed and individualized plans to best support patients.
- Coordinated doctor appointments, exercise, recreation and family visits to maintain schedule.
- Utilized strong assessment skills to determine necessary client care and daily function assistance.
- Lifted, moved and adjusted clients to ambulate individuals for diverse needs.
- Planned and prepared nutritious meals and snacks to meet diabetic, low sodium and high protein diets.
- Reported concerns to nurse supervisor to promote optimal care.
- Maintained daily living standards by assisting clients with personal hygiene needs.
- Facilitated communication between caregivers and clients regarding current issues or concerns related to client's health status or well-being.
- Assisted individuals in performing wide range of housekeeping functions to develop levels of ability.
Education
Bachelor of Arts - Social Work
RMIT
Melbourne 01.2020
Skills
- Evidence-based practice
- Work Planning and Prioritization
- Goal Setting
- Teamwork and collaboration
- Problem-Solving
- Flexible Schedule
- Staff Training
- Strengths based approach
- Issue Resolution
- Attention to Detail
- Coaching and Mentoring
- Documentation and Reporting
- Shift Scheduling
- Incident debriefing
- Quality Improvement
- Experience in Leadership
- Client assessment
- Crisis intervention
- Interpersonal communication
- Mental health support
Timeline
Quality, Practice and Risk Manager
Kind and Care Supports
01.2024 - Current
Community Services Team Leader
Afford
11.2022 - 12.2023
Team Leader, Disability Client Services
Afford
12.2020 - 11.2022
Senior Disability Support Worker
Bedford Group
09.2019 - 12.2020
Transition Manager
Bedford Group
09.2019 - 12.2020
Disability Support Worker
Bedford Group
09.2017 - 09.2019
Bachelor of Arts - Social Work
RMIT