Lachlan Roy

Since becoming part of the team at Yarra Valley Support Coordination, I've played a pivotal role in advancing the company's development. I've spearheaded a transformation in the scheduling department by implementing automation and addressing operational bottlenecks within our support services. Recognizing these areas for improvement, I've introduced innovative strategies that streamline processes, resulting in significant savings of both time and resources.

At YVSC I was achieved the following:

• Enhanced scheduling efficiency by implementing automated systems and optimising coordination processes.
• Streamlined communication between departments for improved schedule adherence and reduced conflicts.
• Increased client satisfaction through timely appointment scheduling and proactive management of wait times.
• Optimised workflow by prioritizing tasks based on urgency and aligning staff assignments accordingly.
• Supported company growth by effectively managing an increasing volume of scheduling requests without compromising service quality.
• Managed daily scheduling conflicts to reduce operational backlogs and support full coverage.
• Improved customer and employee satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Scheduled individual duties after careful evaluation of each employee's skill level and knowledge.
• Delegated tasks to administrative support staff to organise and improve overall efficiency.

After under 8 months at BWS, I had risen to a management position due to my skills, knowledge, natural leadership qualities, and my hardworking nature.

This role included:

• Completing weekly ordering screens and promotion planning, on top of daily team member tasks.
• Improving safety procedures and passing on monthly safety packs to the team to create a professional, organized, and safe environment for employees and customers.
• Maintaining positive customer relations by addressing problems head-on and implementing successful corrective actions to limit future reoccurrence.
• Defining clear targets and objectives and communicating these to team members, and regularly celebrating achievements.
• Assisting with rostering, managing team availabilities and leave. Resolving team member conflicts, actively listening to concerns and finding appropriate middle ground when necessary.
• Matching, monitoring and signing off weekly timesheets.
• Attending weekly Google meetings with the area manager to discuss budget successes, future developments, and to look at individual store KPI's and expectations.
• Onboarding new employees with training and documentation.

• Upholding human rights and respect at all times.
• Reading support information to provide the best support possible.
• Building and growing strong, working relationships with frequent liaising amongst participants, families, support workers and coordinators.
• Planning and running weekly network groups that are flexible and appropriate to all participant needs, whilst operating within a budget.
• Regularly thinking of new, interesting activities that can help to develop or further life skills, aligning with each individual's NDIS goals.
• Participating in network team meetings, and following up with meeting minutes.
• Being on-call for last minute shifts, and taking part in overnight work and STA weekends.
• Working with a diverse range of people, including cultural backgrounds, religious beliefs and varying levels of disability.