Lisa Owen
Frankston South,Victoria
Summary
Having worked in the industry all of my working life I have over 30 years of experience in the disability sector including working in and managing various models of shared supported accommodation.
I pride myself on having a contemporary attitude to disability, being approachable, adaptable and I am experienced in building relationships both with internal and external stakeholders. This includes the ability to negotiate and influence external stakeholders and providers.
Overview
37
37
years of professional experience
Work History
Intensive Support Coordinator
Transport Accident Commission
11.2018 - Current
- Act as a model litigant and represent the TAC at various forums (e.gCourt proceedings, conferences, and seminars) to provide information, community education and specialist knowledge
- Provide information, guidance and support to clients, their representatives and providers
- Develop and implement individualised client communication (e.gTimely face to face client meetings, etc.) to facilitate a positive and effective TAC/client relationship
- Display and promote the TAC shared Values in all interactions with clients and stakeholders
- Ensure high quality record keeping including competency with IT systems
- Make appropriate transitions to other TAC specialty roles in the Division to ensure client needs are met and appropriate, tailored supports are provided at different life stages
- Make timely and accurate liability decisions in line with the relevant claims management delegation and authority levels as outlined in TAC policies, work practices, the Transport Accident Act 1986 and Accident Compensation Act 1985
- Identify and understand claim cost drivers and carry out risk management processes.
- Improved client satisfaction by efficiently addressing and resolving support issues.
- Managed high-volume caseloads, ensuring timely completion of tasks and effective communication with clients.
- Developed tailored support plans for diverse clientele, identifying unique needs and goals.
Coordinator Disability Residential Services Southern Region
Wesley Uniting
01.2017 - 11.2018
- Lead, mentor and support Team Leaders and their team to manage the provision of 10 residential support services to clients, to ensure clients successfully achieve their support plan goals whilst providing person cantered individualised services
- Deliver high quality services through team leaders that meet all the relevant team performance and outcome indicators, relevant internal and external standards, are aligned to Wesley policies and procedures and result in excellent client outcomes
- Monitor Team Leaders and their team's progress against work plans and required outcomes and take appropriate corrective action
- Provide advice and support to higher level service managers and project staff
- Manage inter–team dynamics, supports productive working relationships and work-life balance
- Work with the Program Manager and other Coordinators to implement innovation and continuous improvement in service delivery
- Understand quality principles, and application of quality improvement methods
- Resolve problems and foresees consequences.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Assisted in recruitment efforts, coordinating interviews and managing onboarding activities for new hires effectively.
- Resolved conflicts swiftly among team members through effective mediation techniques, fostering an amicable working environment conducive to collaboration.
- Coached employees through day-to-day work and complex problems.
Local Engagement Officer
Department of Health and Human Services
03.2016 - 01.2017
- Ensure strategic, positive and sustainable connections that promote efficient practices, processes and quality client services and outcomes
- Assist in the management of service agreements and targets for funded activities, inform budget variations and develop and update service agreements on the department's service management system
- Communicate service agreement requirements with CSOs and ensure compliance
- Have input into monitoring requirements including conducting desktop reviews, leading service reviews, and other interventions for failing CSOs
- Utilise effective consultation mechanisms to identify, monitor and mitigate potential risks, and identify and implement service improvement initiatives
- Assist in the management of service agreement performance, governance and service delivery issues including CSO closure and/or mergers and develop service improvement plans to address risks and improve service system outcomes
- Participate in the response to client issues such as complaints and incident reports and be involved in Quality of Care and Quality of Support processes as required
- Support the local implementation of innovative service delivery models and new program and policy directions, initiatives and projects
- Facilitate the involvement of CSOs in community-based and place-based initiatives
- Build an in-depth understanding of the local client and community service organisation environment and identify service-related issues
- Have input into draft responses for a variety of correspondence and briefings, ensuring relevant information and policies are accurately reflected
- Keep accurate and complete records of your work activities in accordance with legislative requirements and the department's records, information security and privacy policies and requirements.
Individual Support Services Manager
Focus Individualised Support Services
10.2011 - 02.2016
- Responsible for 4 Day Services and the Outreach Service
- Case load of 140 clients
- Managed a Team of 50 staff
- Provide consultative support to the HR Manager during the recruitment and selection of new staff
- Conduct annual appraisals provide formal and informal professional support sessions to the team as required, including facilitating induction, and site orientation
- Continuously promote an environment of cooperation and continual improvement of team performance
- Regularly liaise with the Workplace Health and Safety Advisor to ensure all required OH&S protocols are met at all times to ensure a safe work environment for staff, clients, visitors and the community
- Oversee fire drills as required
- Assist with the development and implementation of the Strategic Plan, Quality Improvement Plan and the Annual Training Plan
- Apply ‘focus' policy and procedures in relation to any complaints or grievances received
- Input into the development of the financial budget and ensure the service works within the allocated budget
- Maintain data from PCP's to continually assess the quality of the services and supports provided
- Ensure that all clients have Individualised Support Plans
- Ensure Behaviour Support Plans are developed and followed
- Liaise with external parties prior to the commencement of new clients to gather information about their support needs
- Provide on call support for the whole organisation
- Facilitate staff development including Team Building activities.
Aged Care Manager
Self Employed
03.2008 - 01.2011
- Supervise and provide support and leadership to all staff
- Responsible for house stock and ordering
- Develop and identify care needs of client
- Supervise all financial requirements of client
- Conducted training and advised personal care staff
- Support and direct staff with open communication regarding job requirements and expectations
- Supervision of client's medication
- Provide on-call support
- Banking and budget planning
- Personal care and grooming
- Interview and recruit suitable staff
- Bowel and bladder care
- Conducted Individual Physiotherapy exercises programs
- Rosters and selection of suitable care workers.
House Supervisor
Healthscope Community Programs
09.2004 - 01.2008
- Responsible for the day to day running of the Community house which provided accommodation and support to 9 individuals with acquired brain injuries
- Provide personal care assistance and/or supervision to all clients as required, maintaining maximum independence of clients
- Supervise and provide support and leadership to all staff
- Supervise and coordinate attendant care programs with clients, liaise with attendant care agencies and therapists
- Conduct assessments on the support needs of prospective clients
- Responsible for house stock and ordering
- Develop and identify care needs of clients
- Organised and conducted worker meetings to determine care needs of clients
- Phone screen and interview prospective workers
- Reference checks for prospective workers
- Professional documentation including incident reports, updates and review of service plans, and complete history notations
- Supervise all financial requirements of clients and Community House
- Conducted training and advised attendant care workers and personal care staff
- Provided specialised individual training to care program staff
- Liaise with Managers on regular basis
- Support and direct staff with open communication regarding job requirements and expectations
- Establish and maintain file system for specific programs
- Establish and maintain project budget
- Working collaboratively with internal and external key stakeholders
- Establish feedback loops throughout life of projects
- Liaise with family, friends, funding bodies' therapists and health professionals
- Supervision of client's medication and financials
- Provide on-call support to residential facilities.
Residential Site Manager
Australian Homecare Services
05.2004 - 09.2004
- Coordinate programs for each resident
- Ensure that each resident has a comprehensive goal based care plan and IPP
- Ensure staff provide appropriate levels of support maximizing independence
- Maintain and review client's records/ care plans ensure all records are appropriately managed and stored
- Rosters and selection of suitable care workers
- Identify staff training and recruitment needs
- Facilitate staff supervision appraisals, teach and mentor all staff
- Assist regional manager to update policies, procedures and other documents required
- Site budgeting and resident money budgeting
- Maintain client dignity and confidentiality at all times
- Maintain standards of communication and reporting to residents, families' community providers and AHCS staff
- Supervision of client's medication and financials
- Liaise with Managers on regular basis
- Working collaboratively with internal and external key stakeholders
- Responsible for house stock and ordering.
House Supervisor
Healthscope Community Programs
07.2000 - 05.2004
- Provide personal care assistance and/or supervision to all clients as required, maintaining maximum independence of clients
- Supervise and provide support and leadership to all staff
- Supervise and coordinate attendant care programs with clients, liaise with attendant care agencies and therapists
- Conduct assessments on the support needs of prospective client
- Organize house stock and ordering
- Develop and identify care needs of clients
- Organised and conducted worker meetings to determine care needs of clients
- Phone screen and interview prospective workers
- Reference checks for prospective workers
- Professional documentation including incident reports, updates and review of service plans, and complete history notations
- Supervise all financial requirements of clients and Community House
- Conducted training and advised attendant care workers and personal care staff
- Provided specialised individual training to care program staff
- Liaise with Managers on regular basis
- Support and direct staff with open communication regarding job requirements and expectations
- Establish and maintain file system for specific programs
- Establish and maintain project budget
- Working collaboratively with internal and external key stakeholders
- Establish feedback loops throughout life of projects
- Liaise with family, friends, funding body's therapists and health professionals
- Supervision of client's medication and financials
- Provide on-call support to residential facilities.
Attendant Care Worker / Recreation Officer
Communitique
01.1997 - 01.2000
- Assist with the development of attendant care program & work to achieve program goals & objectives, maximizing the independence of clients
- Assist with daily activities, recreation & community access
- Practice as informed by OHS standards
- Experienced in reporting and briefing of senior management where relevant
- Strong awareness of client's rights and confidentiality
- Assist with rosters
- Phone screen prospective workers
- Reference checks for prospective workers
- Supervised maintenance of rosters and roster change
- Document all relevant information associated with the provision of care
- Assisted in general office duties
- Identified and accessed resources within community
- Compiled, collated, and identified relevant information as part of the Market research conduct
- Undertook progress reports of program status
- Assisted in development and planning of recreation activities for clients with ABI and other disabilities
- Maintained appropriate records and files
- Participated in evaluation, reviews and planning of client based activities.
Attendant care worker (key worker for Male with quadriplegia)
Transport Accident Commission Victoria
01.1992 - 01.1997
- Supervised and managed client residential Accommodation House management
- Banking and budget planning
- Management of rosters
- Advertising & interviewing prospective staff
- Training of new staff
- Wages, Tax and work cover payments
- Document all relevant information associated with the provision of care
- Shopping, cooking and menu planning
- Supervised and assisted in the administration of client Medication
- Coordinated the attendance of client's medical appointments
- Personal care and grooming
- Bowel and bladder care
- Conduct Individual Physiotherapy exercises programs.
Nursing assistant
Aycliffe Hospital UK (Institution)
01.1987 - 01.1991
- Carry out aims of Mental Disability Unit
- Maintain health & safety guidelines
- Developed, Implementing and monitoring of care plans and individual client programs
- Assisted with Community access
- Maintaining files &client histories and progress notes.
Education
Northern Counties Certificate in Community Care -
Darlington College of Technology
356 Practical Caring Skills -
City & Guilds
Woodham Comprehensive School
Skills
- Multitasking
- Process Improvement
- Adaptability
- Project Coordination
- Results orientated
- Confident to work both collaboratively and autonomously
Coursework
- Introduction to Occupational Health & Safety
- QBE Workers compensation & Managing Claims
- Difficult Conversations that Must Be Had
- Non-Violent Crisis Intervention
- Positive Behaviour Support for Disability Professionals
- Setting Priorities, Goals and Perfecting Work-Life Balance
- Bullying Prevention
- Autism/Behaviour/Communication
- Key Word Sign
- First Aid level 2
- Resolving Conflict
- WAVE- Workplace aggression and violence education
- CPR
- Fire and Emergency Warden
- Sexuality and disabilities
- Supporting Women with Disabilities to attend Pap/Breast Screen
- Gastrostomy Support
- Diabetes Management
- Duty of Care
- Discovering the Brain (function and effect of brain injury)
- The journey (Acquired brain injury-effect on patient and family)
- Practical issues and key approaches to working with someone with an ABI
- Epilepsy
- Boundaries and Self care
- Cross Cultural Awareness
- Drug and alcohol issues
Hobbies and Interests
- Family Time
- Gym
- Bush Walking
- Camping
- Fishing
References
Can be provided upon request
Timeline
Intensive Support Coordinator
Transport Accident Commission
11.2018 - Current
Coordinator Disability Residential Services Southern Region
Wesley Uniting
01.2017 - 11.2018
Local Engagement Officer
Department of Health and Human Services
03.2016 - 01.2017
Individual Support Services Manager
Focus Individualised Support Services
10.2011 - 02.2016
Aged Care Manager
Self Employed
03.2008 - 01.2011
House Supervisor
Healthscope Community Programs
09.2004 - 01.2008
Residential Site Manager
Australian Homecare Services
05.2004 - 09.2004
House Supervisor
Healthscope Community Programs
07.2000 - 05.2004
Attendant Care Worker / Recreation Officer
Communitique
01.1997 - 01.2000
Attendant care worker (key worker for Male with quadriplegia)
Transport Accident Commission Victoria
01.1992 - 01.1997
Nursing assistant
Aycliffe Hospital UK (Institution)
01.1987 - 01.1991
Northern Counties Certificate in Community Care -
Darlington College of Technology
356 Practical Caring Skills -
City & Guilds
Woodham Comprehensive School
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