Kylie Miller

• · Using a strengths based approach to assist participants their families to work towards their identified goals by working together to navigate the NDIS service systems, making informed decisions and obtaining the resources and support they need.
• · Planning, developing and building capacity of individuals to increase their independence and manage their own supports
• · Liaising with providers and services to maximise participant outcomes
• · Monitoring and reviewing plans and goals in consultation with participants and their support networks
• Providing support and assistance as appropriate to relevant others/stakeholders
• · Establishing and developing strong relationships with NDIS, community and mainstream supports
• · Keeping efficient and accurate records of your support for each participant

• Refined service scope to deliver quality Supported Independent Living (SIL) services and planned service expansion as a SIL provider.
• Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
• Supported NDIS Provider compliance by overseeing all internal audits and engaging external auditors to maintain registration.
• Created, managed and executed business plan and communicated company vision and objectives to motivate teams.
• Monitored customer feedback to devise business strategies and determine process improvements for better customer experiences.

• Maintained updated knowledge of regulatory changes to adjust business operations accordingly.
• Enhanced product awareness by taking pictures of new and available product offerings and posting to company's website and media accounts.
• Oversaw business budget planning and administration, accounting functions, purchasing and bi-weekly payroll to handle financial needs.
• Oversaw end-to-end business processes to maintain proficiency and profitability.
• Improved customer satisfaction rates by prioritizing client needs and addressing concerns promptly.
• Established a loyal customer base through targeted marketing campaigns, referral programs, and personalized customer experiences.
• Successfully managed a team of employees, providing guidance, coaching, and performance evaluations to ensure optimal productivity.
• Cultivated strong relationships with suppliers/vendors to secure favorable pricing agreements for materials/services needed for daily operations.
• Managed financial operations effectively by implementing stringent budget controls and regular financial reporting procedures.
• Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
• Evaluated business risks regularly to develop appropriate mitigation strategies aimed at minimizing potential negative impacts on the organization''s success/growth trajectory.
• Optimized inventory management systems to reduce waste, improve stock turnover rate, and minimize out-of-stock occurrences.
• Ensured regulatory compliance by staying informed on industry standards and maintaining accurate documentation for audits.

• Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
• Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
• Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
• Generated new business with marketing initiatives and strategic plans.

• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maintained professional, organized, and safe environment for employees and patrons.
• Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Maximized performance by monitoring daily activities and mentoring team members.
• Cross-trained existing employees to maximize team agility and performance.
• Controlled costs to keep business operating within budget and increase profits.
• Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.

• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Planned, designed, and scheduled phases for large projects.
• Met project deadlines without sacrificing build quality or workplace safety.
• Established effective communication among team members for enhanced collaboration and successful project completion.
• Implemented the "Stronger Together" strategy and managed specific projects in the Hunter Region, focusing on improving disability services.
  community consultations, data analysis, and developing annual reports.
  Organized regional forums and developed an action plan to enhance respite services for carers, people with disabilities, and older individuals.
  Authored a discussion paper on best practices and service improvements.
  
• Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
• Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
• Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.

• Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
• Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
• Maintained detailed documentation of client interactions and progress toward goals, providing a clear record of care provided.
• Ensured compliance with regulatory guidelines by diligently monitoring case documentation and maintaining accurate records for audit purposes.
• Provided personalized services to increase community links and independence for people with disabilities.
  Engaged in community development to foster inclusivity and support.

• Conducted regular staff training sessions to ensure high-quality service delivery across all departments.
• Analyzed market trends to develop targeted promotions that increased revenue streams during peak periods.
• Streamlined reservation processes for increased efficiency and customer satisfaction.
• Collaborated with local vendors to provide unique guest experiences, enhancing overall reputation in the industry.

Sep 1997 - Jun 2004 (6 years 10 months)

• Coordinated up to 17 homes and led a team of residential support workers, managing service delivery and financial budgets.
  Conducted meetings and implemented individual planning processes.
  

• Entered data, generated reports, and produced tracking documents.
• Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
• Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
• Gathered and organized materials to support operations.
• Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
• Streamlined administrative processes, allowing for more efficient use of resources and better support for project teams.
• Developed comprehensive training materials for new staff, leading to quicker onboarding and higher initial productivity levels.

• Administered medications according to prescribed protocols, ensuring proper dosage and adherence to schedules.
• Fostered a positive living environment, promoting independence and encouraging socialization among residents.
• Delivered compassionate personal care, assisting with activities of daily living such as bathing, dressing, grooming, and toileting.
• Facilitated group activities that promoted social interaction, skill-building, and emotional wellness for residents.

• Collaborated with management to develop customized training programs, resulting in improved employee performance.
• Consistently received positive feedback from both trainees and management regarding the quality of instruction provided during job-training sessions.
• Provided one-on-one coaching to employees struggling with specific tasks, ultimately boosting their confidence and efficiency at work.
• Established strong relationships with internal stakeholders to identify organizational needs, shaping highly relevant and targeted training content.
• Supervised and trained new employees to fulfill job requirements.
  Identified training needs and provided necessary training.
  

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Provided work skills training and social skills development for clients. Facilitated community access and travel training through programming.