KIMBERLY SCHUCH
Melbourne,Australia
Summary
Dedicated aged care professional with experience across complex case management, service coordination, regulatory compliance, and operational improvement within community and Support at Home settings. Skilled in managing high-risk and complex client needs while maintaining a strong focus on client outcomes, continuity of care, and person-centred service delivery.
Experienced in responding to escalations, complaint resolution processes, and quality improvement initiatives, including matters involving the Aged Care Quality and Safety Commission. Recognised for a calm, solutions-focused approach and the ability to identify service gaps, strengthen processes, and build strong relationships with clients, providers, families, and multidisciplinary stakeholders.
Strong understanding of the evolving Support at Home framework, aged care quality standards, and the operational challenges facing the sector. Known for taking initiative, adapting quickly within fast-paced environments, and contributing to practical improvements that enhance both service quality and client experience.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Case Manager - Support at Home
DPV Health
Epping, VIC
01.2026 - Current
- Manage a complex caseload within the Support at Home program, coordinating tailored services to support client wellbeing, independence, and continuity of care.
- Develop strong working relationships with clients, families, providers, and multidisciplinary stakeholders to ensure responsive, person-centred service delivery.
- Proactively identify service gaps, operational inefficiencies, and provider quality concerns, contributing to practical improvements that enhance client care standards and service outcomes.
- Source and engage appropriate vendors and service providers to improve responsiveness, reliability, and overall client experience.
- Contribute to complaint investigation and resolution processes, including matters escalated through the Aged Care Quality and Safety Commission, with a focus on risk mitigation and continuous improvement.
- Adapt internal processes and workflows to reduce recurring issues, strengthen service delivery, and support positive client outcomes.
- Maintain accurate case notes, assessments,, and compliance records within fast-paced operational environments.
- Maintain a strong working knowledge of the evolving Support at Home framework, aged care reform initiatives, and regulatory requirements impacting community care delivery.
Home Care Package Case Manager
Wintringham - Specialised Aged Care
Melbourne, VIC
06.2018 - 12.2020
- Managed a caseload of 34 highly complex Level 3 and 4 Home Care Package clients with behavioural, medical, psychosocial, and housing-related support needs.
- Developed, implemented, and regularly reviewed individualised care plans and ongoing case goals to support client safety, wellbeing, and independence.
- Coordinated multidisciplinary services across nursing, mental health, housing, allied health, and community support providers to ensure continuity of care.
- Conducted risk assessments, monitored changes in client presentation, and proactively escalated concerns to mitigate risk and maintain service quality.
- Provided crisis intervention, de-escalation, and practical problem-solving during periods of heightened client distress or service instability.
Maintained detailed case notes, assessments, and compliance documentation in line with organisational and aged care regulatory standards. - Participated in case reviews, and multidisciplinary meetings, contributing to continuous improvement and positive client outcomes.
- Advocated strongly for client dignity, autonomy, and person-centered care across all stages of service delivery.
Manager
Colour X
VIC
02.2022 - 01.2026
- Coordinated daily operations, workflows, scheduling, and competing business priorities within a fast-paced small business environment.
- Managed client relationships, stakeholder communication, and issue resolution while maintaining a high standard of customer service and professionalism.
- Oversaw administrative processes, documentation, quoting, invoicing, and digital record management across multiple concurrent projects.
- Supported team operations and maintained efficient workflow coordination to ensure projects were completed accurately and within deadlines.
- Resolved complex operational and customer issues using a calm, solutions-focused approach.
- Maintained confidentiality and accurate business records while managing multiple responsibilities independently.
- Contributed to continuous business improvement through initiative, adaptability, and strong organisational skills.
Education Support
Kinglake Primary School
Vic
06.2025 - 01.2026
- Supported students with behavioural and emotional support needs within classroom and small-group settings.
- Worked collaboratively with wellbeing staff and multidisciplinary supports to maintain safe, inclusive learning environments.
Private Nanny
Self Employed
Vic
01.2019 - 01.2022
- Provided safe, consistent care and emotional support in home settings
- Built trusted relationships with families while maintaining clear boundaries
- Supported routines, behaviour guidance and daily living needs
- Prioritised rapport building and compassion
Education
Bachelor of Psychological Science & Criminology -
Australian College of Applied Professions
Melbourne12.2026
Diploma of Community Services -
Kangan Institute
Melbourne, Vic12.2018
Certification III School Based Education -
Australian College of Teachers Aides And Childcare
Melbourne01.2026
Skills
- Complex case management
- Support at Home framework knowledge
- Risk assessment & escalation management
- Complaint investigation & resolution
- Quality improvement & process improvement
- Stakeholder & provider coordination
- Regulatory compliance & documentation
- Crisis response & de-escalation
- Client-centred service delivery
- Care planning & service coordination
- Operational problem-solving
- Strong written communication & case noting
- Behavioural, psychosocial & complex support needs
- Relationship management & stakeholder engagement
Certification
- Working with Children's Check
- First Aid certification
- National police check
- NDIS screening check
Timeline
Case Manager - Support at Home
DPV Health
01.2026 - Current
Education Support
Kinglake Primary School
06.2025 - 01.2026
Manager
Colour X
02.2022 - 01.2026
Private Nanny
Self Employed
01.2019 - 01.2022
Home Care Package Case Manager
Wintringham - Specialised Aged Care
06.2018 - 12.2020
Bachelor of Psychological Science & Criminology -
Australian College of Applied Professions
Diploma of Community Services -
Kangan Institute
Certification III School Based Education -
Australian College of Teachers Aides And Childcare