Lisa Heinze
Gold Coast,QLD
Summary
My roles have required a high level of customer service delivering programs, involving stakeholder engagement, administration, compliance, and relationship management across local government, community services, and federally funded programs. I have been responsible for managing budgets, maintaining accurate records, meeting compliance requirements, and utilising a range of digital systems and databases. I am a collaborative team member and proactive leader who values strong communication skills, relationship building and practical problem-solving. I enjoy working with people committed to delivering outstanding service that support organisational goals and customer needs.
Overview
14
14
years of professional experience
Work History
First 5 Forever Supervisor
City of Gold Coast Libraries
06.2024 - Current
- Lead the strategic and operational delivery of the First 5 Forever program across 12 libraries.
- Manage program budgets, financial reporting, grant acquittals, and funding compliance requirements.
- Provide frontline customer service and support within community and library environments.
- Build and maintain strong relationships with staff, community groups, and key stakeholders.
- Recruit, train, mentor, and support staff to ensure quality service delivery.
- Resolve customer enquiries and support service improvements through collaboration and problem-solving.
- Monitor program outcomes and prepare reports to support accountability and decision-making.
- Work collaboratively across teams to deliver community events and engagement initiatives.
Child Development Specialist / NDIS Planner
The Benevolent Society
01.2022 - 06.2024
- Support customers and families to navigate complex service systems and funding pathways.
- Assess individual needs and provide information, advice, and practical solutions.
- Maintain accurate records and documentation in accordance with compliance frameworks.
- Interpret reports and prepare funding submissions requiring attention to detail and accuracy.
- Manage customer information confidentially while meeting organisational policies and procedures.
- Utilise multiple digital platforms including Salesforce and government databases.
Child Development Specialist
The Benevolent Society
07.2021 - 12.2021
- Delivered customer-focused support and services to families.
- Conducted assessments, monitored outcomes, and maintained detailed documentation.
- Worked collaboratively with community organisations and stakeholders to achieve positive outcomes.
- Supported volunteers and coordinated service delivery activities.
Early Childhood Program Coordinator
Musgrave Hill State School
02.2021 - 12.2021
- Developed strong relationships with families, educators, and community partners.
- Coordinated programs and maintained reporting requirements for government stakeholders.
- Managed enquiries and provided guidance to families accessing support services.
- Maintained accurate attendance and reporting records.
Supported Playgroups Program Coordinator
Eurobodalla Council
06.2015 - 01.2021
- Coordinated multiple community programs and managed service delivery requirements.
- Supervised staff, coordinated resources, and maintained compliance with funding agreements.
- Prepared reports, monitored outcomes, and managed stakeholder relationships.
- Delivered workshops, presentations, and community engagement activities.
Family Referral Caseworker
MacKillop Family Services
04.2012 - 06.2015
- Served as a first point of contact via telephone and face-to-face enquiries.
- Conducted complex intake assessments and coordinated referrals to appropriate services.
- Managed sensitive customer information with a high degree of confidentiality.
- Resolved challenging situations through effective communication and conflict management.
- Maintained accurate records and met strict reporting and compliance requirements.
Education
Bachelor of Social Science - Psychology Major
Charles Sturt University
Certificate IV - Training & Assessment
Certificate III - Business Administration
Certificate III - Forest School Leadership
Skills
- Microsoft Office Suite
- Excel
- Outlook
- Teams
- Salesforce
- PACE
- Government Reporting Systems
- Customer Databases
- Electronic Records Management Systems
Timeline
First 5 Forever Supervisor
City of Gold Coast Libraries
06.2024 - Current
Child Development Specialist / NDIS Planner
The Benevolent Society
01.2022 - 06.2024
Child Development Specialist
The Benevolent Society
07.2021 - 12.2021
Early Childhood Program Coordinator
Musgrave Hill State School
02.2021 - 12.2021
Supported Playgroups Program Coordinator
Eurobodalla Council
06.2015 - 01.2021
Family Referral Caseworker
MacKillop Family Services
04.2012 - 06.2015
Certificate III - Forest School Leadership
Certificate III - Business Administration
Certificate IV - Training & Assessment
Bachelor of Social Science - Psychology Major
Charles Sturt University
CORE COMPETENCIES
- Customer Service Excellence
- Relationship Management
- Stakeholder Engagement
- Customer Enquiries & Problem Resolution
- Administrative Support
- Compliance & Record Keeping
- Digital Systems & Databases
- Financial Administration & Budget Management
- Team Collaboration
- Communication & Conflict Resolution
- Training & Mentoring
- Community Engagement
- Reporting & Data Management
- Leadership & Staff Development
PROFESSIONAL DEVELOPMENT
- Courageous Conversations
- Authentic Communication
- Personal Productivity
- Mental Health Awareness for Leaders
- Customer Service & Occupational Violence Awareness
- First Aid & CPR