Summary
Overview
Work History
Skills
Timeline
Generic

Lisa Maria Psaila

Bundaberg,QLD

Summary

Dynamic Senior Local Area Coordinator at Indigenous Wellbeing Centre, adept at community engagement and creative solutions. Successfully mentored teams, enhanced participant pathways, and maintained key performance indicators. Proven lead super user in PACE, leveraging strong organizational skills to drive efficiency and foster collaboration. Committed to delivering exceptional participant-focused outcomes.

Overview

21
21
years of professional experience

Work History

Senior Local Area Coordinator

Indigenous Wellbeing Centre
02.2022 - Current
  • As the Lead Super User for the PACE system, I played a pivotal role in supporting the team’s adoption of new processes, providing expert guidance and training that directly contributed to improved efficiency and team growth
  • Providing day to day support and mentoring to LAC team members supporting professional growth and consistency in the participant pathway
  • Oversee quality assurance activities, contribute to governance frameworks, monitor program KPIs, and ensure compliance with NDIA standards
  • Analyze reports and data using Analytics
  • Serve as a subject-matter expert on complex cases, complete and submission of escalation support, and maintain specialist knowledge of NDIA legislative changes
  • Manage and liaise participant critical incidents, participant complex referrals and hospital referrals
  • Maintain accurate and timely record keeping and reporting in line with NDIA policies
  • Strong organizational, time management and the ability to problem solve
  • Person centered approach and participant focused
  • Facilitated the completion of Community Connection Plans and guided participants through the transition to the Access stage
  • Participation in community engagements, outreach programs and capacity building programs
  • Liaise with internal and external stakeholders to facilitate and support participant pathways.
  • Promote workplace culture and safety: guide WHS adherence, mentor staff through change, and model organizational values
  • Streamlined internal processes by implementing efficient case management systems that improved staff productivity.
  • Resolved conflicts professionally by mediating discussions between parties involved while maintaining confidentiality guidelines.
  • Complete check ins to determine eligibility for services or additional supports as required by each individual's circumstances.
  • Initiated referrals to external agencies when necessary, ensuring seamless service transitions.
  • Promoted a person-centered approach to service provision, empowering individuals to make informed decisions about their lives.

Local Area Coordinator

Indigenous Wellbeing Centre
11.2020 - 02.2022
  • Supporting participants, providing linkage and referrals to community and Mainstream services and services funded by the NDIA
  • Implementation of participant plans, ongoing monitoring of budget utilization, administration updates to participants profiles
  • Planning using SAP CRM for Delegate approval
  • Submission of Plan changes and Internal reviews
  • Provision of advice referencing NDIA material
  • Managed caseloads effectively, ensuring timely follow-ups and accurate documentation of progress.
  • Developed strong partnerships with community organizations for improved linkage support and collaboration.

Senior Administration Officer

TriCare
09.2019 - 11.2020
  • Assisted in the recruitment process by reviewing resumes, conducting interviews, and providing recommendations for hiring decisions.
  • Maintained accurate records for all staff members including performance evaluations, leave requests, and timesheets.
  • Served as the primary point of contact for internal staff and external clients, resolving inquiries in a timely manner.
  • Rostering allocation approximately 160 employees
  • Completed bi-weekly payroll for approximately 160 employees.

Senior Administration Officer

PresCare
03.2017 - 09.2019
  • Streamlined administrative processes to enhance operational efficiency across departments.
  • Roster allocation approximately 120 employee
  • Payroll approximately 120 employees
  • Onboarding of Staff
  • Fire Safety Officer
  • Managed procurement of office supplies and services
  • Resident billing 120 +
  • Admissions of new residents

Administrative Officer

Queensland Fire And Emergency Services
03.2016 - 03.2017
  • Administrative and advisory support services to the Regional Manager
  • Preparation and collation of meeting materials
  • Control and track executive ministerial correspondence
  • Arranged business travel details for company executives on moment's notice.
  • Created documents in company-directed formats and fonts, maintaining exceptional style consistency.
  • Ensured compliance with company policies and government regulations through rigorous monitoring of processes and procedures.
  • Managed complex travel arrangements for personnel ensuring smooth logistics and cost-effective bookings.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Managed sensitive data securely by establishing strict access controls and implementing proper storage protocols.

Administrative Officer

Queensland Corrective Services
07.2015 - 12.2015
  • Access correctional data base and inmates records to release information to relevant stakeholders
  • Maintenance of registers and logbooks
  • Managed sensitive data securely by establishing strict access controls and implementing proper storage protocols.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Updated reports, managed accounts, and generated reports for company database.
  • Performed wide-ranging administrative, financial and service-related functions.

Customer Support Specialist

Auswide Bank
01.2005 - 05.2015
    • Assisted customers with inquiries, providing accurate information and ensuring customer satisfaction.
    • Resolved issues through effective communication, enhancing customer experience.
    • Collaborated with team members to streamline support processes, improving response times.
    • Developed strong relationships with clients, resulting in repeat business and positive feedback.
    • Participated in training sessions to develop skills in conflict resolution and problem-solving.
    • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.

Skills

  • Community engagement
  • Creative solutions
  • Collaborative approach
  • Lead Super User PACE

Timeline

Senior Local Area Coordinator

Indigenous Wellbeing Centre
02.2022 - Current

Local Area Coordinator

Indigenous Wellbeing Centre
11.2020 - 02.2022

Senior Administration Officer

TriCare
09.2019 - 11.2020

Senior Administration Officer

PresCare
03.2017 - 09.2019

Administrative Officer

Queensland Fire And Emergency Services
03.2016 - 03.2017

Administrative Officer

Queensland Corrective Services
07.2015 - 12.2015

Customer Support Specialist

Auswide Bank
01.2005 - 05.2015
Lisa Maria Psaila