Kirsten Ohlsen
Bundaberg ,QLD
Summary
I'm currently working as a Participant Liaison Officer for a disability organisation under the NDIS framework. I have strong skills in organising, communicating, and solving problems which are essential for managing participant needs effectively.
As a mum of three, two of whom have additional needs, I have a personal connection to the disability field. This is one of the reasons why I'm passionate about helping clients achieve their dreams.
Thanks for taking the time to consider my application,
Overview
4
4
years of professional experience
Work History
Participant Liaison Officer
Integrated Disability Support Services
Bundaberg , Qld
2024.02 - Current
- Responded promptly to customer inquiries or complaints in a polite manner.
- Provided guidance to team members on how to effectively complete tasks within established timelines.
- Enforced compliance to standards and company policies
- Managed team of professionals to ensure operational efficiency and effectiveness.
- Ensured the security and confidentiality of sensitive information.
- Negotiated contracts and agreements with clients and stakeholders.
- Monitoring overtime hours worked by employees and ensuring that they are compensated correctly.
- Responded promptly to all customer inquiries regarding availability or schedule changes.
- Rostering a case load of 70+ clients and keeping inline with NDIS pricing guide and standards, as well as adhere to the shchads award.
- Communicated effectively with team members to ensure they are aware of their shifts and any changes that may occur.
- Created and maintained employee schedules to ensure adequate staffing levels.
- Prepared detailed reports outlining current risk levels as well as recommended actions for risk minimization.
- Collaborated with medical professionals to coordinate treatment plans for clients.
- Monitored client progress through regular follow-up contact And reports.
- Identified needs of customers promptly and efficiently.
- held after hours phone ensuring any emergencies or changes were attended to promptly.
Service Coordinator
Access Recreation
Bundaberg , Qld
2020.06 - Current
- Coordinated service schedules and appointments with clients.
- Provided customer service to ensure client satisfaction.
- Maintained accurate records of services provided for each client.
- Handled incoming calls and inquiries from customers regarding services offered.
- Maintained responsiveness for all staff in high risk or high stress situations.
- Maintained relationships with clients, families and all relevant Stake holders.
- Assisted in the development of training materials related to Service Coordination and Administration.
- Monitored staff performance and provided feedback on areas of improvement needed.
- Conducted regular meetings with departmental staff to discuss current initiatives and projects.
- Held after hours Emergency phone for staff to contact and provide fast and safe solutions as needed.
- Ensure safe provision of services.
- Assisted in developing promotional materials for marketing campaigns related to services offered.
- Understand clients individual NDIS Budgets and create Quotes and service agreements based on care needs within limits of NDIS framework.
- Understanding and explaining breakdown of services and charges in line with current NDIS pricing Guide.
- Prepared monthly reports summarising current service activities.
- Ensured compliance with all relevant regulations pertaining to service operations.
- Monitored email and phone communication to provide prompt responses and solutions.
- Confirmed completed or closed work orders by reviewing notes and following up on pending items.
- Conducted staff interviews and reference checks.
- Scheduled services for participants in line with client needs.
- Completed and updated all client files over multiple platforms to ensure all information is relevant.
- Conducted Inductions for all new staff, ensuring that training in completed in line with polices and procedures.
- Ensured all new staff are inducted appropriately in relevant spaces For individual clients.
- Mentored staff on the ground when required or requested.
- Maintained client budgets when extra supports are needed and adjusted service agreements to reflect current needs.
- Managed conflict and ensured appropriate outcome for all parties.
- Maintained positive working relationship with fellow staff and management.
- Linked clients with services in the community that may be best suited and provide support to Link with services.
- General Human resource tasks.
Disability Support Worker
Access Recreation
Rockhampton , QLD
2019 - 2020.06
- Assisted clients with activities of daily living such as eating, dressing, and grooming.
- Provided emotional support to individuals with physical or intellectual disabilities.
- Monitored client progress and reported any changes in behavior or health conditions to supervisor.
- Organised recreational and educational activities for clients according to individual needs.
- Encouraged independence by teaching skills needed for everyday life.
- Transported clients to appointments, social events, and other activities as needed.
- Instructed clients on proper use of adaptive equipment such as wheelchairs and walkers.
- Maintained daily living standards by assisting clients with personal hygiene needs.
- Planned and prepared nutritious meals and snacks to meet diabetic, low sodium and high protein diets.
- Coordinated doctor appointments, exercise, recreation and family visits to maintain schedule.
- Developed and ran group activities.
Education
Capella state High school
Skills
- Maintaining Professional relationships and providing personalised support.
- Effective Communication.
- Goal Setting.
- Client Advocacy and upholding confidentiality.
- Maintaining a positive attitude and contributing to a team.
- Ability to work in high stress or pressure situations.
- Training Coordination.
- Dependable and Responsible.
References
- Cirsty Murphy: Previous manager,Access Recreation - PH:0422177407
- Jasmine Rolls - Communications Coordinator Access Recreation - PH: 0417986777
Timeline
Participant Liaison Officer
Integrated Disability Support Services
2024.02 - Current
Service Coordinator
Access Recreation
2020.06 - Current
Disability Support Worker
Access Recreation
2019 - 2020.06
Capella state High school
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