Summary
Overview
Work History
Education
Skills
Certification
Personal Information
References
Timeline
Generic

Lucinda O'Keeffe

Perth,WA

Summary

Experienced Engagement Manager with proven skills in data analysis and modeling, report writing and NDIS knowledge. Talented team member, team leader and NDIS coordinator. Prepared to offer 3+ years of experience to a dynamic team.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Participant Engagement Coordinator

Nulsen Disbaility
Perth, 6155
08.2022 - Current
  • Advocating for residents NDIS funds.
  • Great understanding the NDIS.
  • Great communication Skills.
  • Excel, word, and other programing skills.
  • Working in a team.
  • Building relationships with families and other providers.
  • Provided advice to clients regarding their options for resolving disputes or legal issues.
  • Assisted clients in understanding their legal rights and responsibilities.
  • Performed data input to document care and services plans, needs assessments and progress notes.
  • Completed reports, paperwork and documentation accurately and on time.
  • Identified appropriate community resources and provided referrals for services.
  • Collaborated with others to discuss new opportunities.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Met deadlines with reliable, in-depth news coverage.
  • Provided support for report writing processes and procedures.
  • Revised work to meet editorial approval or fit time or space requirements.
  • Identified needs of customers promptly and efficiently.
  • Maintained open communication with team members and stakeholders, resulting in successful project outcomes.

Support Worker

Nulsen Disability
Perth, WA
01.2021 - 08.2021
  • Taking clients into the community
  • Wide range of personal care
  • PEG, manual handling and medication trained
  • Working alongside a team
  • Working autonomously within a residential care environment.
  • Drove and accompanied clients to appointments, shopping and special events for safety and companionship.
  • Implemented and formulated tailored treatment plans with needs evaluation and patient psychosocial functioning.
  • Monitored client wellbeing and reported any changes or concerns to relevant staff members.
  • Used knowledge of successful crisis intervention techniques and supportive problem-solving to achieve treatment goals.
  • Assisted clients with personal care, such as showering and dressing.
  • Supported clients' social, physical and emotional needs to help integrate into local community.
  • Evaluated and addressed individual client needs and concerns.
  • Coordinated care with interdisciplinary teams and community contacts to promote continuity of care.
  • Liaised effectively between other professionals involved in a client's care, such as doctors, nurses, social workers and family members.
  • Provided emotional and practical support to vulnerable adults.
  • Maintained accurate records of client progress using computer systems or paper files in line with data protection regulations.
  • Organised leisure activities for clients in the community.
  • Accompanied clients to medical appointments and assisted them with their daily needs.
  • Lifted, moved and adjusted clients to ambulate individuals for diverse needs.
  • Delivered one-to-one sessions focused on developing communication skills, problem solving techniques, self-confidence building.
  • Monitored clients' activity levels and helped prevent sedentary behavior.
  • Encouraged clients to participate in recreational activities that promoted physical fitness and overall wellbeing.
  • Assisted patients with mobility issues by helping them transfer from bed to wheelchair or other equipment.
  • Helped clients get in and out of beds and wheelchairs.
  • Ensured that all equipment used was stored safely when not in use following manufacturer's guidelines.
  • Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
  • Assisted clients in maintaining an active lifestyle by accompanying them on walks outdoors.
  • Helped clients communicate with loved ones by typing written messages and relaying verbal messages.
  • Monitored health and well-being of clients and reported significant health changes.
  • Improved patient outlook and daily living through compassionate care.

Customer Care Manager

Afford
09.2021 - 08.2022
  • Communicating with a wide range of people.
  • Worked with cross-functional team members to manage entire sales process.
  • Being punctual to meetings.
  • Technology skills.
  • Working autonomously at home, on the road and at the office.
  • Time management.
  • Understanding of the NDIS.
  • Reaching KPI.
  • Attending Expositions.
  • Selling Services.
  • Recognized by management for providing exceptional customer service.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Writing/formatting Service agreements.
  • Working weekends as required for expos
  • Working both alone and as part of a small team
  • Traveling interstate to assist other customer care managers within AFFORD
  • Building good relationships with families and other providers.
  • Negotiated with vendors to obtain most cost-effective pricing for product distribution.
  • Assessed customer feedback on performance metrics to identify areas of improvement.

Lifestyle Assistant

Australian Foundation For Disability (AFFORD)
06.2017 - 12.2020
  • Taking clients into the community
  • Wide range of personal care
  • PEG, manual handling and medication trained
  • Working alongside a team
  • Working autonomously within a residential care environment.
  • Drove and accompanied clients to appointments, shopping and special events for safety and companionship.
  • Implemented and formulated tailored treatment plans with needs evaluation and patient psychosocial functioning.
  • Monitored client wellbeing and reported any changes or concerns to relevant staff members.
  • Used knowledge of successful crisis intervention techniques and supportive problem-solving to achieve treatment goals.
  • Assisted clients with personal care, such as showering and dressing.
  • Supported clients' social, physical and emotional needs to help integrate into local community.
  • Evaluated and addressed individual client needs and concerns.
  • Coordinated care with interdisciplinary teams and community contacts to promote continuity of care.
  • Liaised effectively between other professionals involved in a client's care, such as doctors, nurses, social workers and family members.
  • Provided emotional and practical support to vulnerable adults.
  • Maintained accurate records of client progress using computer systems or paper files in line with data protection regulations.
  • Organised leisure activities for clients in the community.
  • Accompanied clients to medical appointments and assisted them with their daily needs.
  • Lifted, moved and adjusted clients to ambulate individuals for diverse needs.
  • Delivered one-to-one sessions focused on developing communication skills, problem solving techniques, self-confidence building.
  • Monitored clients' activity levels and helped prevent sedentary behavior.
  • Encouraged clients to participate in recreational activities that promoted physical fitness and overall wellbeing.
  • Assisted patients with mobility issues by helping them transfer from bed to wheelchair or other equipment.
  • Helped clients get in and out of beds and wheelchairs.
  • Ensured that all equipment used was stored safely when not in use following manufacturer's guidelines.
  • Maintained cleanliness of clients' environment by cleaning surfaces and washing clothes or dishes.
  • Assisted clients in maintaining an active lifestyle by accompanying them on walks outdoors.
  • Helped clients communicate with loved ones by typing written messages and relaying verbal messages.
  • Monitored health and well-being of clients and reported significant health changes.
  • Improved patient outlook and daily living through compassionate care.

Manager

Lickits Frozen Custard Cafe
01.2014 - 12.2018
  • Organized special events such as conferences or training sessions for employees.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Maintained adequate staffing to meet objectives within budget.
  • Exercised good judgment and decision-making in escalating concerns and resolving issues.
  • Delegated work to staff, setting priorities and goals.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Monitored staff performance and addressed issues.
  • Identified needs of customers promptly and efficiently.
  • Counted and balanced cashier drawers.
  • Greeted customers promptly and responded to questions.
  • Analyzed and reconciled discrepancies in cash balances.

Education

Cert 4 - Disability Services

Set2Learn
Online
07-2021

Completed High School Education

Clancy Catholic College
11.2016

Skills

  • Implementation Management
  • Database Administration
  • Planning and Coordination
  • Decision-Making
  • Advertising and Marketing
  • Strategy Implementation
  • Customer Service
  • Problem-Solving
  • Understanding Customer Needs
  • Endurance
  • Stamina
  • Stress Tolerance
  • Reasoning
  • Good Judgement
  • Sharp-Eyed
  • Time Management
  • Emergency Response
  • Activity-Based Learning
  • Confidence Building
  • Verbal and Written Communication
  • Compliance

Certification

  • Current Full Drivers License
  • Current First Aid Certificate
  • Current WWCC
  • Current national Police check
  • Completed Cert 4 in disability services
  • Diploma of beauty Therapy
  • NDIS Check

Personal Information

Date of Birth: 07/10/98

References

Upon Request

Timeline

Participant Engagement Coordinator

Nulsen Disbaility
08.2022 - Current

Customer Care Manager

Afford
09.2021 - 08.2022

Support Worker

Nulsen Disability
01.2021 - 08.2021

Lifestyle Assistant

Australian Foundation For Disability (AFFORD)
06.2017 - 12.2020

Manager

Lickits Frozen Custard Cafe
01.2014 - 12.2018

Cert 4 - Disability Services

Set2Learn

Completed High School Education

Clancy Catholic College

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Lucinda O'Keeffe