Kristin Russell
Tahmoor,NSW
Summary
Seasoned Services Manager with a track record of managing high-performing teams and implementing service improvement initiatives. Strengths include strategic planning, team leadership, process optimisation, and customer relationship management. Notable impact in previous role includes driving efficiency improvements and enhancing client satisfaction through the delivery of superior service standards.
Overview
24
24
years of professional experience
1
1
Certification
Work History
CARE SERVICES MANAGER (Disability, Community Services and Rostering)
FOCUS Connect
Campbelltown, NSW
08.2023 - Current
- Leadership and managerial support for division coordinators.
- Executive meeting management, agendas, and minutes.
- Development and implementation of innovative projects.
- Legislation compliance.
- Networking, research, and marketing to assist clients in utilizing local services.
- Develop and implement strategic and operational plans.
- Liaise with funding bodies (DSS, DCJ and department of education)
- Marketing programs and expansion.
- Coordinate new referrals to staff.
- Prepare data acquisitions and program reports.
- Services quoting.
- Group-based weekly activity planning. For adults and youth.
- Monitoring and training support coordinators and support staff.
- Participant support, goal setting, and servicing.
- Liaise with service providers, carers, participants, and their families.
- Establishing and maintaining rapport with clients/carers.
- Report/Service Agreement writing and reviews.
- Risk assessments for both clients and venues.
- One-page profiles for staff and clients.
- Oversee rostering and claiming issues.
- NDIS.
- Developed and implemented customer service policies and procedures.
- Provided guidance to team members on handling complex customer service issues.
- Coordinated with other departments to ensure timely resolution of customer inquiries.
- Conducted regular meetings with staff to review customer feedback and discuss strategies for improving service levels.
- Identified opportunities for process automation and cost reduction initiatives related to the services department operations.
- Collaborated with senior management on developing a long-term vision for the services department.
- Ensured compliance with applicable laws, regulations, policies and procedures related to the services department operations.
- Assisted in recruiting new staff members for the services department.
- Developed innovative solutions for streamlining processes within the services department.
- Maintained an up-to-date knowledge of industry trends related to customer service delivery.
- Monitored customer feedback surveys, identified areas for improvement, and developed action plans to address gaps in customer service.
- Established effective working relationships with customers to promote satisfaction and loyalty.
- Developed training programs for employees on best practices in customer service delivery.
- Created reports detailing key performance indicators such as call volume, first contact resolution rate, average handle time.
- Created employee work schedules to keep shifts properly staffed.
- Prioritised and delegated daily work tasks to meet anticipated project goals.
- Monitored employee performance through key metrics analysis.
ASSISTANT EXECUTIVE BUSINESS MANAGER
Alive4Life Disability Services
Campbelltown, NSW
02.2022 - 08.2023
- Leadership and managerial support for division coordinators.
- Executive meeting management, agendas, and minutes.
- Development and implementation of innovative projects.
- Legislation compliance.
- Networking, research, and marketing to assist clients in utilizing local services.
- All rostering for clients and staff on ShiftCare and Deputy.
- Develop and implement strategic and operational plans.
- Policy and procedures, and keeping updated.
- HR - Contracts and interviewing processes.
- Services quoting.
- Managing SIL and STA homes and programs.
- Roster of care for NDIS submission.
- Group-based weekly activity planning.
- Monitoring and training support coordinators and support staff.
- Participant support, goal setting, and servicing.
- Liaise with service providers, carers, participants, and their families.
- Establishing and maintaining rapport with clients/carers.
- Report/Service Agreement writing and reviews.
- NDIS.
- Developed and implemented strategies to improve operational efficiency and performance.
- Managed staff recruitment, hiring, training, development and retention processes.
- Established policies and procedures to optimize workflow processes.
- Resolved conflicts among employees and maintained positive working relationships.
- Identified areas of improvement in current systems and developed solutions accordingly.
NDIS Manager
Action Support Coordination
Camden, NSW
07.2021 - 02.2022
- Oversee all NDIS activity within the company.
- Liaise with service providers, NDIS participants, and their families.
- Invoicing, funding, and accounting for NDIS.
- NDIS service agreements.
- Marketing and networking.
- Use of PRODA.
- SDA properties. (Finding SIL providers to partnership with to fill home.
- Completed assessments of client needs and preferences.
- Maintained accurate records of client interactions and services provided.
- Conducted home visits to ensure safety of clients in their environment.
- Collaborated with multidisciplinary teams to coordinate care plans for clients.
- Coordinated transportation services for clients to access necessary medical appointments or other activities outside the home setting.
- Participated in staff meetings, trainings, and conferences. Related to job duties and expectations.
- Acted as an advocate on behalf of clients when appropriate and necessary.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Assisted clients in accessing and utilizing community resources to meet their needs.
- Developed and maintained relationships with external service providers.
- Served as a liaison between families, caregivers and internal, external service providers.
- Provided ongoing support to families and caregivers throughout the process of obtaining or maintaining services for loved ones.
- Updated case notes on a daily basis using an electronic database system.
- Answered phone calls, provided information and connected callers to appropriate personnel.
- Gathered, entered and updated data to maintain departmental records and databases.
GENERAL MANAGER
Alive4Life Disability Services
Campbelltown , NSW
12.2020 - 07.2021
- Leadership and managerial support for division coordinators.
- Executive meeting management, agendas, and minutes.
- Development and implementation of innovative projects.
- Legislation compliance.
- Networking, research, and marketing to assist clients in utilizing local services.
- Develop and implement strategic and operational plans.
- Participant support, goal setting, and servicing.
- Liaise with service providers, carers, participants, and their families.
- Establishing and maintaining rapport with clients/carers.
- Report/Service Agreement writing and reviews.
- NDIS.
- Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
- Coordinated training activities for employees to ensure compliance with company policies and procedures.
- Created a positive work environment by developing team building activities that encouraged collaboration among departments.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Conducted regular meetings with senior management team to review progress against established objectives.
- Identified areas of improvement in current business practices and collaborated with other departments to develop action plans for implementation.
SENIOR SUPPORT CO-ORDINATOR
Alive4Life Disability Services
Campbelltown, NSW
05.2020 - 12.2020
- Provider support coordination, support connections, and life-stage transition planning when applicable in NDIA plan.
- Liaise, support, and service NDIS plan clients.
- Ensure participants and their support network are aware of NDIS principles and determinations of the reasonable and necessary.
- Legislation compliance.
- Assisted clients in accessing and utilizing community resources to meet their needs.
- Developed and maintained relationships with external service providers.
- Provided crisis intervention services, as needed.
- Completed assessments of client needs and preferences.
- Monitored progress of clients' goals and objectives.
- Maintained accurate records of client interactions and services provided.
- Conducted home visits to ensure safety of clients in their environment.
- Coordinated transportation services for clients to access necessary medical appointments or other activities outside the home setting.
- Collaborated with multidisciplinary teams to coordinate care plans for clients.
- Acted as an advocate on behalf of clients when appropriate and necessary.
- Participated in staff meetings, trainings, and conferences. Related to job duties and expectations.
- Managed caseloads consisting of up to 20-25 individuals at any given time.
- Assessed risk factors associated with a variety of mental health issues and developed strategies for managing them effectively.
- Served as a liaison between families, caregivers and internal, external service providers.
- Provided ongoing support to families and caregivers throughout the process of obtaining or maintaining services for loved ones.
- Gathered, entered and updated data to maintain departmental records and databases.
- Prepared agendas and took notes at meetings to archive proceedings.
- Worked with finance department to file receipts and reimbursements.
AREA MANAGER
Pilot Childcare
Taree, NSW
09.2018 - 06.2019
- Management of 10 childcare services with 50+ staff
- Driving team engagement.
- Fostering a culture of diversity.
- Identify and develop internal talent.
- Recruitment
- Point of escalation for issues that arise.
- Policy and procedure development and implementation.
- Quality area audits.
- Center presentation and compliance.
- Support team managers.
- Provided guidance on the implementation of new policies and procedures.
- Reviewed staffing needs to ensure adequate coverage at all times.
- Oversaw the recruitment process for new staff members including interviewing and training.
- Inspected center's facilities regularly to ensure compliance with safety regulations and standards.
- Resolved conflicts between employees or customers in a professional manner.
- Organized promotional activities, such as special events or discount campaigns, in stores.
- Assisted center managers in preparing annual budget estimates for their respective locations.
- Maintained an up-to-date knowledge of industry trends, legal requirements and competition activities.
- Monitored and evaluated district performance to ensure goals were met.
Administrative Manager and Lead Educator
Old Bar Early Learning Centre
Old Bar, NSW
04.2016 - 04.2020
Educator
Old Bar Community Preschool
Old Bar, NSW
06.2018 - 09.2018
Children's Services Trainer
ETC Employment and Training
Taree, NSW
10.2017 - 06.2018
Director
SunKids Chidcare centre
Merrimac, QLD
07.2009 - 06.2015
Children Services Trainer
Lifetime international training collage
Southport QLD, QLD
03.2012 - 02.2014
Director
Robina Town Child Care
Robina, QLD
05.2008 - 07.2009
Group Leader
Runaway Bay Kindlyland Kids
Runaway Bay, QLD
09.2000 - 05.2008
Education
Certificate 4 - Training And Assessment
Fortress Learning
Brisbane, QLD08-2012
Advanced Diploma - Children's Services
CMC Training At Work
Robina, QLD03-2009
Diploma - Community Services
TAFE Queensland
Ashmore, QLD12-2000
Certificate 3 - Childcare And Education
TAFE Queensland
Ashmore, Qld12-1999
Skills
- Service Delivery
- Operations Management
- Staff Development
- Relationship Building
- Service Documentation
- Policy and Procedure Enforcement
- Staff Supervision
- Work Planning and Prioritization
- New Employee Hiring
- Employee Training and Development
- Shift Scheduling
- Customer Service
- Performance Evaluations
- Service Quality Management
- Team Leadership
- Continuous Improvement
Certification
- Full open drivers license
- Fully Vaccinated
- Working with children's check
- Police Check
- NDIS worker screening check
- NDIs work orientation check
References
References available upon request.
Timeline
CARE SERVICES MANAGER (Disability, Community Services and Rostering)
FOCUS Connect
08.2023 - Current
ASSISTANT EXECUTIVE BUSINESS MANAGER
Alive4Life Disability Services
02.2022 - 08.2023
NDIS Manager
Action Support Coordination
07.2021 - 02.2022
GENERAL MANAGER
Alive4Life Disability Services
12.2020 - 07.2021
SENIOR SUPPORT CO-ORDINATOR
Alive4Life Disability Services
05.2020 - 12.2020
AREA MANAGER
Pilot Childcare
09.2018 - 06.2019
Educator
Old Bar Community Preschool
06.2018 - 09.2018
Children's Services Trainer
ETC Employment and Training
10.2017 - 06.2018
Administrative Manager and Lead Educator
Old Bar Early Learning Centre
04.2016 - 04.2020
Children Services Trainer
Lifetime international training collage
03.2012 - 02.2014
Director
SunKids Chidcare centre
07.2009 - 06.2015
Director
Robina Town Child Care
05.2008 - 07.2009
Group Leader
Runaway Bay Kindlyland Kids
09.2000 - 05.2008
Certificate 4 - Training And Assessment
Fortress Learning
Advanced Diploma - Children's Services
CMC Training At Work
Diploma - Community Services
TAFE Queensland
Certificate 3 - Childcare And Education
TAFE Queensland
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