Leilanie Leonard
Port Lincoln,SA
Summary
- Accomplished Client Service Manager, proficient in relationship building and team leadership.
- I have exceptional communication and compliance skills to lead a high-performing team, ensuring adherence to NDIS Code of Conduct and Policy Framework. I am skilled in budgeting and reporting to ensure service standards are highly achieved.
- My approach builds lasting relationships and drives positive outcomes, reflecting my commitment to excellence and continuous improvement.
Overview
24
24
years of professional experience
Work History
Client Service Manager
Cara
02.2021 - 08.2024
- Coordinate services and supports that ensures client choice and control communicating ideas and information and using problem solving skills.
- Provide practical support and information for individuals and their families through a collaborative approach with clients, carers and service providers.
- Providing individualised support, advocacy and referrals that are strength based and capacity building for the individual participant.
- Community engagement and building relationships with internal and external stakeholders
- Leading a team of 30+ Support Workers across various services (Respite, HCS, Support Independent Living SIL and Day Options).
- Managing, Coaching and Mentoring a high performing team.
- Ensuring NDIS/NDIA Compliance - Auditing and Reporting.
- Goal and Progress Reporting for Allied Health, Medical Practitioners and Support Coordinators.
- Ensuring my staff adhere to the NDIS Code of Conduct and NDIS Safeguarding Framework to ensure high quality supports.
- Managing Customer and Service Finances.
- Conduct Comprehensive Risk Assessments for each individual to ensure the highest quality of support is received.
- Ensure service staff are up to date with WHS and other mandatory training requirements and gaps are addressed.
- Extensive experience liaising with the Office of Public Administration OPA, SACAT and the Public Trustee.
- Monitors rosters daily to ensure staffing meets customer service agreements, collaborating with other departments to develop solutions.
- Ensuring each individual is funded for the supports that they receive.
- Investigate incidents and provide and extensive report to the Safeguarding Team. Reportable Incidents to be reported to the NDIS Safeguarding Commission.
- Ensure WHS policies and procedures are adhered to and reported.
- Ensure complaints are managed as per the Complaints Management and Resolution System. Being professional by following the Four A's and ensuring all my staff are trained to acknowledge a complaint, report and refer to the correct line of management.
Team Leader
Cara
02.2018 - 02.2021
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Support clients over a 24/7 basis working over a 7 day, 24 hour roster period including mornings, evenings, weekends and sleepovers.
- Provide one-on-one support to our with their daily activities, such as meal preparation, hygiene routines, personal care and medication management, promoting a sense of stability and routine.
- Foster independence and empower clients to achieve their goals through encouragement and guidance. Do with and not for no matter how big or small the task is.
- Respond promptly and effectively to any challenges or issues that may arise, ensuring a positive, safe and nurturing environment for everyone.
- Assist clients with community access and social activities to enhance social skills and build relationships.
- Maintain accurate and up-to-date records of individual progress and activities.
- Attend medical and allied health appointments with clients assisting with advocacy for the individuals health and wellness, ensuring a holistic approach and wonderful quality of life.
Disability Support Worker
Cara
03.2017 - 02.2018
- Developed strong interpersonal relationships with clients, earning their trust and respect through consistent empathy and understanding.
- Enhanced quality of life for clients with physical and intellectual disabilities through compassionate care and assistance.
Post Placement Support Officer/Claims Management Specialist
SYC
03.2006 - 10.2009
- Provided ongoing support to the job seekers to ensure that they are retained in employment
- Work closely with the job seeker and employer to identify any barriers that may impact their employment and address promptly.
- Submit contractual automated claims to the Department in line with contractual requirements.
- Monitor and schedule all Wage Subsidy payments in a timely manner.
- Onboarding: Attending and assisting with orientation and training to help them understand their role, the business’s culture, policies, and procedures.
- Mentoring: Being there to provide guidance, support, and feedback.
- Performance management: Working with the employer to ensure strong performance and providing feedback and coaching to help improve.
- Career development: Working directly with the employer to seek opportunities for learning and development to help the employee grow and advance in their career.
- Employee assistance: Offering resources and support to the employee to help deal with personal or work-related issues that may affect job performance.
- Managed high call volumes while maintaining exceptional quality of service and professionalism at all times.
- Reduced fraudulent claims by conducting thorough investigations with Employers and Centrelink.
Employment Case Manager
Maxima
08.2003 - 04.2006
- Advocated on behalf of clients facing discrimination or other challenges during the hiring process, supporting equal access to employment opportunities.
- Facilitated workshops on job readiness skills, empowering clients to confidently enter the workforce.
- Led mock interview sessions with clients to practice effective communication strategies for successful interviews.
- Conducted regular follow-up with employed clients, providing ongoing support and troubleshooting any issues that arose during their transition into the workforce.
- Identify and secure employment opportunities for participants with local employers
- Supporting our participants to identify skills to become job ready
- Deliver quality service whilst adhering to all contractual and compliance requirements
- Enhance participants employability through training and support service referrals
- Develop personalised job plans for clear employment pathways
- Build and maintain positive relationships with local employers and community groups
Employment Consultant
ARA Jobs
02.2001 - 03.2003
- dvocated on behalf of clients facing discrimination or other challenges during the hiring process, supporting equal access to employment opportunities.
- Facilitated workshops on job readiness skills, empowering clients to confidently enter the workforce.
- Led mock interview sessions with clients to practice effective communication strategies for successful interviews.
- Conducted regular follow-up with employed clients, providing ongoing support and troubleshooting any issues that arose during their transition into the workforce.
- Identify and secure employment opportunities for participants with local employers
- Supporting our participants to identify skills to become job ready
- Deliver quality service whilst adhering to all contractual and compliance requirements
- Enhance participants employability through training and support service referrals
- Develop personalised job plans for clear employment pathways
- Build and maintain positive relationships with local employers and community groups
Education
Certificate III - Individual Support/Disability
Madec
Port Lincoln07.2018
Certificate II - Administration
TAFE
Port Augusta11.1998
Skills
- Exceptional communication
- Customer Relations
- Customer Service
- Excellent time management skills
- Adherence to high customer service standards
- Relationship Building
- Team Building and Leadership
- Decision-Making
Referees
Michelle Courts
Health Practice Leader/RN
Cara
Jo Walters
Executive Manager
Formally Cara
Colleen Sheedy
Safeguarding Manager
Cara
Timeline
Client Service Manager
Cara
02.2021 - 08.2024
Team Leader
Cara
02.2018 - 02.2021
Disability Support Worker
Cara
03.2017 - 02.2018
Post Placement Support Officer/Claims Management Specialist
SYC
03.2006 - 10.2009
Employment Case Manager
Maxima
08.2003 - 04.2006
Employment Consultant
ARA Jobs
02.2001 - 03.2003
Certificate III - Individual Support/Disability
Madec
Certificate II - Administration
TAFE
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