LAVINIA TUKUAFU
Melbourne,VIC
Summary
Inspired Leader and Operations Specialist, bringing 15 years of expertise in change leadership within the Human Rights sector.
Experience in transitioning Disability Services to adapt to the roll out of the NDIS Act 2013 and developing educational streams to improve accessibility of services for People with Disability.
Proven track record of building motivated and resilient teams.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Assistant Director Complaint Operations
NDIS Quality and Safeguards Commission
01.2023
- Ensure People with Disabilities have access to quality and safe services, by enforcing NDIS Commission's regulatory functions are understood and implemented by NDIS service providers.
- Manage and supervise complaint resolution operations within a small team to align NDIS Act 2013 and NDIS Commission Complaint Management Rules 2018.
- Educate staff on NDIS services ensuring contemporary knowledge is informing effective handling of complaints.
- Participated in continuous improvement by providing insight into changes of complaint handling processes.
- Facilitated focus sessions, empowering staff to incorporate strategic principles in operational tasks.
- Implemented vicarious trauma strategies to support staff manage stressful situations.
- Collaborate with external stakeholders to address high risk trends that impact PWD
Senior Complaints Handling Officer
NDIS Quality And Safeguards Commission
04.2021 - 07.2022
- Ability to manage a caseload of complex complaints about the provision of supports and services by NDIS providers
- Perform data research and analysis tasks autonomously on complex matters, ensuring decisions are governed by applying the regulatory rules.
- Effectively collaborate, cooperate and work well with internal and external stakeholders, regulatory bodies and agencies, to achieve quality services and safeguarding outcomes for People with a Disability.
- Provide mentoring support to new staff within the Complaints Team.
- High level written correspondence to external and internal stakeholders.
NDIS Senior Engagement Officer
Mambourin Enterprises Ltd.
05.2018 - 03.2021
- Data collection of 350 customers and analysing their impacts on living with a disability
- Develop evidence based customer profiles, to support individual NDIS annual reviews
- Successfully increased individuals funded supports
- Assessed and improved work processes to align with the NDIS Practise Standards
- Built and strengthened NDIS provider partnerships to improve customer service access.
- Increased customer satisfaction by resolving NDIS knowledge base issues.
- Facilitate intake processes and organise service provision according to NDIS practice standards and Quality indicators.
NDIS Transition Manager
Mambourin Enterprises Ltd.
11.2017 - 05.2018
- Developed a project scope to transition 350 customers onto the National Disability Insurance Scheme
- Worked collaboratively with the Senior Management Team, to implement business key strategies to maintain existing funding and services to our customers
- Networked and connected collaboratively with NDIS, NDS and Local Area Coordinators within our Community Location Areas
- Implemented Community Information Sessions to the wider community, providing information on the NDIS roll out
Site Manager
Mambourin Enterprises Ltd.
09.2015 - 09.2017
- Manage operations of disability day services with over 100 participants, according to organisational procedures, policies and strategic plan
- Managed and maintained service delivery outcomes, under legislative regulations of Department of Human Services, 2016 Disability Act, WorkSafe, National Disability Standards and Human Services Standard
- Managed financial budgets and staffing budgets
- Managed Quality assurance program and the successful recertification audit within two business functions
- Manage the operational requirements of a packaging warehouse and staffing Supported Employees under the Australian Disability Enterprise business function
- Provided leadership in, "Change" workshops for staff for preparation of transitioning into NDIS
- Researched, developed new Communication Methods, specific to people with intellectual disabilities. This promoted positive engagement and reduced risks associated with physical harm
Community Pathways Team Leader NDIS Trial Site /Team Leader
Mambourin Enterprises Ltd.
10.2013 - 09.2015
- Developed and maintained Community pathway streams, connecting local businesses and schools with our internal community within our Australian Disability Enterprise (ADE) and our Disability Day Services facility
- Increased Employee engagement and productivity by modelling Creative Leaderships approach
- Maintained daily operations of services according Work Safe procedures
- Assisted the Manager to meet the organisational Day Service objectives, in accordance with the requirements of the organisational Strategic Plan
- Maintained community relationships for effective positioning into the NDIS roll out
Education
Vicarious Trauma Training
Blue Knot Foundation
Mediation Training
Resolution Institute
GED - Graduate Certificate in Management
Australian Institute of Business
Adelaide, S.AAdvanced Diploma - Management
Bacchus Marsh, VICCertificate IV - Disability
Victoria University
Footscray, VICSkills
- Excellent Communication - Collaborating to develop strategic stakeholder relationships
- Analytical and Critical Thinking - aligning with NDIS rules and legislation
- Leadership Management - Empowering teams to achieve high level outcomes
- Credibility - Maintaining APS and NDIS Commission leadership conduct and values at all times
- Empathetic - Understanding signs of Vicarious Trauma
- Resilience - Ability to adapt and support teams through Change
- Solution Focused - Focused on positive outcomes for PWD
- Complaint Handling -Being contemporary in dispute resolution
Certification
- Graduate Certificate in Management
- Management Systems Auditing Certificate
- Certificate in Disability
Timeline
Assistant Director Complaint Operations
NDIS Quality and Safeguards Commission
01.2023
Senior Complaints Handling Officer
NDIS Quality And Safeguards Commission
04.2021 - 07.2022
NDIS Senior Engagement Officer
Mambourin Enterprises Ltd.
05.2018 - 03.2021
NDIS Transition Manager
Mambourin Enterprises Ltd.
11.2017 - 05.2018
Site Manager
Mambourin Enterprises Ltd.
09.2015 - 09.2017
Community Pathways Team Leader NDIS Trial Site /Team Leader
Mambourin Enterprises Ltd.
10.2013 - 09.2015
Vicarious Trauma Training
Blue Knot Foundation
Mediation Training
Resolution Institute
GED - Graduate Certificate in Management
Australian Institute of Business
Advanced Diploma - Management
Certificate IV - Disability
Victoria University