Leah Granil

• Behavioural and dynamics management of clients, including proactive risk assessment, intervention planning, and ongoing monitoring of high-risk behaviours to maintain safety and stability within the accommodation.
• Providing one-on-one supervision, leadership, and performance support to the after-hours support team, ensuring staff are equipped to manage complex situations with professionalism and empathy.
• Conducting regular debriefings with team members, offering emotional support, reflection, and guidance following critical incidents or challenging interactions.
• Taking the lead in de-escalating and diffusing crisis situations involving clients, using trauma-informed and strengths-based approaches to reduce harm and prevent escalation.
• Offering real-time guidance, decision-making support, and advice to after-hours team members to maintain service consistency and uphold client care standards.
• Managing and reporting on incidents, including thorough documentation, communication with relevant internal stakeholders, and implementing follow-up actions as required.
• Overseeing rostering and shift coverage, ensuring appropriate staffing levels and managing any emergent workforce issues during after-hours operations.
• Liaising with external services (e.g., emergency services, hospitals, outreach teams) as needed to ensure timely and appropriate client support.
• Supporting the implementation of service policies, procedures, and best practices, and promoting a culture of continuous improvement and learning.
• Collaborating with day-shift leadership to ensure continuity of care, handover accuracy, and follow-through on client support plans and operational needs.

• Deliver one-on-one supervision to direct reports to provide accountability, management of workload and identify opportunities to improve the quality of service to our clients by ongoing review of direct reports performance and provide support as needed.
• Engage and partner with other community service organisations to identify and analyse both current and emerging trends, ensuring a strength based response to trauma and client needs.
• Ensure stakeholder enquiries are effectively resolved in a timely and respectful manner.
• Build positive and collaborative working relationships with other programs in ASRC and external agencies to effectively enhance client experience and service delivery methods.
• Supervise workflow, prioritise task, optimise efficiency and oversee daily operations of the Social Services Team.
• Management of recruitment, on-boarding, and provide support for direct reports, volunteers and students.
• Actively assist in responding to client incidents within the organisation in a calm and trauma informed manner.
• Proactively engaged and collaborated with several internal departments, including Program Quality and Impact team, to identify and highlight key areas for development within the social services space.
• Encouraged open and honest communication, which helped improve understanding and alignment between departments on key priorities.
• Successfully identified areas to streamline and improve the current referral process, ensuring greater efficiency and clarity for all stakeholders involved.
• This positive shift in communication has led to a more cohesive and collaborative partnership, enabling us to work towards common goals and enhance the overall effectiveness of our services.
• Actively assist in responding to client incidents within the organisation in a calm and trauma informed manner.

Achievements

• Proactively engaged and collaborated with several internal departments, including Program Quality and Impact team, to identify and highlight key areas for development within the social services space. I encouraged open and honest communication, which helped improve understanding and alignment between departments on key priorities.
• As a result, we have successfully identified areas to streamline and improve the current referral process, ensuring greater efficiency and clarity for all stakeholders involved. This positive shift in communication has led to a more cohesive and collaborative partnership, enabling us to work towards common goals and enhance the overall effectiveness of our services.

• Implement and evaluate the integrated family violence services work plan in relation to Client and Residency Management (CARM) after-hours program.
• Identify hazards that could result in work-related injury or illness and mitigate risks.
• Ensure that all first aid and emergency equipment are stocked and ready for use.
• Provide first aid response to injured clients and staff as well as maintain and update medical information for both staff and service users.
• Delivery of therapeutic case management services face to face in a refuge setting.
• Recruitment and induction of staff in the CARM Family Violence After Hours Support Worker team.
• Work collaboratively with both government and non-government services and other community agencies in order to achieve positive outcomes for women and children.
• Build partnerships with specialist support services (substance abuse, mental health conditions, disability organisations) to enhance outcomes for women with complex needs.
• Conduct risk assessment and safety planning in accordance with protocols, procedures and clinical governance frameworks.

Achievements

Developed and implemented a comprehensive safety checklist to enhance onsite risk management protocols, ensuring all emergency procedures were clearly documented, regularly reviewed, and effectively communicated with local emergency services (e.g., police, fire, ambulance) to support coordinated crisis response and improve overall service safety.

• Lead a team of experienced Initial Assessment and Planning Workers to undertake assessments and where suitable and available refer to Housing Support Agencies to address complex needs.
• Lead, support and supervise program staff servicing clients within and exiting custodial facilities in Victoria.
• Monitor the prioritisation wait list to allocate resources appropriately.
• Coordinate and manage the access point list in line with the TSA policies and procedures.
• Stakeholder relationship management in each facility, promoting services and implementing change.
• Supervise team members working across the metropolitan Melbourne prisons, along with the Enhanced Housing Pathways worker and CISP worker.
• Monitor the allocation of the Housing Establishment Fund and PRAP Brokerage in accordance the DFFH Guidelines.
• Contribute to process improvements, identifying and providing tools to deliver consistent, quality service.
• Identify service gaps and provide recommendations for service delivery improvements.
• Develop coaching plans for new staff and create effective employee learning experiences.
• Manage and support staff to achieve optimal performance; providing a safe work environment, and the opportunity for reflective practice and debriefing where required.

Achievements

• Established new referral pathways for the program, increasing service delivery KPI’s by 45% in 3 months
• Created a successful process and procedure for Covid response for the housing pathways program which has been used and applied to other programs within the Western Metro homelessness programs
• Development of housing prison staff resource book, proving to be a successful guide for new staff

• Provide support, advice and guidance to clients who are experiencing crisis and homelessness.
• Provide guidance and direction to teams and individuals requiring assistance with difficult cases.
• Implement process improvement initiatives, adding value to current practices.
• Coaching and mentoring team members Participate and/or initiate care plan meetings with other NFPO to encourage a collaborative and holistic approach to effectively manage and achieve client goals.
• Apply a comprehensive assessment process to presenting persons, identifying individual circumstances and goals in a client-led, strengths-based process.
• Contribute to OH&S management and implement risk assessment tools Contribute to implementation of WHS practices for the Western Metro Homelessness Services.

Achievement

Consistently recognised for stakeholder engagement and client satisfaction.

• Effectively maintain a caseload of up to 70 active and high-risk cases from start to finish.
• Assess liability of claims, daily living and arrangement of medical appointments.
• Coordinate visits to work sites to conduct reviews.
• Effectively liaise with corporate clients, medical professionals, and legal representatives.
• Maintain regular communication with clients and key stakeholders and conduct welfare checks.

Achievement

• Consistently achieved Key Performance Indicators.
• Consistently received positive client and key stakeholder feedback.

• Investigate and determine claims for liability under the Veterans' Entitlements Act 1986 in accordance with national standards and objectives.
• Liaise with veterans and external stakeholders to reach timely and correct determinations on claims.
• Prepare management plan for claims and record actions as they occur.
• Provide advice and interpretation of legislation to colleagues, senior management and clients.
• Proactively assist less experienced delegates with on-the-job training to meet performance metrics.

Achievement

• Received numerous commendations from veterans, advocates and colleagues for exceeding service expectations.

• Manage initial and ongoing assessment and investigation of more complex new and existing Disability Income, TPD and within agreed service standards.
• Prepare management plan for all claims and record actions as they occur Apply medical, legal, claims and superannuation knowledge to assess the merits of a member’s claim.
• Provide training to other assessors, trainee assessors and administration support staff.

Achievement

Received commendation for living the Superpartners values - For Service, Unity, Partnership, Energy and Reliability, November 2013.

• Proactively identify issues within the CSS5 (contractual) audits and any other audits, and implement strategies with management to mitigate risk .
• Regular monitoring of claims management by case management teams to ensure that compliance is achieved/performed as required.
• Monitoring of claims management practice for conformity of legislation, regulations and Employers Mutual policies and procedures to allocated Treasury Managed Funds Department as required.
• Completion of other auditing and related activities as directed.
• Ongoing monitoring of procedures/work practices for areas of improvement.
• Work collaboratively with the Senior Compliance Officer, Risk Management and Senior Management in the development and implementation of strategies to improve departmental performance.

Achievement

100% completion of audits, meeting strict time requirements.