Manisha Prasad
Melbourne,VIC
Summary
Dynamic Client Services Manager with extensive experience at Peoples First Choice Australia, excelling in service delivery oversight and compliance management. Proven track record in leading multidisciplinary teams and enhancing client relationships. Skilled in financial processes and interpersonal communication, driving continuous quality improvement initiatives to promote client independence and satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Client Services Manager
Peoples First Choice Australia
07.2025 - Current
- Delivered high-quality, client-centred disability services aligned with NDIS standards, promoting independence, choice, and rights.
- Oversaw service delivery operations, including care planning, staff rostering, compliance, and individual assessments.
- Led and supported a multidisciplinary team, including Disability Coordinators, through supervision, training, and performance management.
- Ensured organizational compliance with legislative requirements, OHS regulations, and internal policies and procedures.
- Managed stakeholder relationships and collaborated with internal teams (Marketing, Corporate Services) to drive client growth.
- Coordinated strategic planning, program evaluations, incident reporting, and continuous quality improvement initiatives.
- Conducted audits, prepared reports for senior management, and contributed to budget planning and service development.
- Promoted cultural competence and inclusivity, ensuring services were accessible and respectful of client diversity.
- Maintained up-to-date knowledge of NDIS practices and ensured best-practice approaches in service delivery.
- Supported critical incident responses, maintained accurate documentation, and participated in organizational planning and feedback systems.
Client Services Coordinator
Peoples First Choice Australia
01.2023 - 07.2025
- Ensure that rosters are efficiently planned in a cost-effective manner.
- Allocate appropriately qualified Support Workers to PFCA’s customers ensuring that Support Workers match the needs of individual customers.
- Roster Support Workers in accordance with PFCA’s Employment Agreement and Rostering Policy.
- Advise Team Leaders in the update of roster templates in a timely and efficient manner, ensuring that all industrial relation obligations are adhered to.
- Manage shift swaps and changes on a daily basis.
- In conjunction with the Line Managers, manage shifts ensuring that these are filled with minimum disruption to participants.
- Provide roster timetables to staff in a timely manner.
- In collaboration with the HR Officer, ensure planned and unplanned leave requests are processed in efficiently.
- Provide unallocated shift reports to the Managing Director, HR Officer and to Support Workers to provide opportunities for current staff to take up additional shifts/change times to better suit their availability.
- Incorporate any changes to the roster from customers and support staff.
- Communicate any roster changes in a timely manner.
- Enter service booking on the NDIA portal and Brevity software.
- Assist in hiring appropriately qualified support workers to match customer requirements by observing PFCA’s employment policies including preemployment screening.
- Audit timesheets each Monday morning for payroll processing.
- Coordinate the rostering of new employees to ensure that they undertake onsite induction training in a timely, efficient and cost-effective manner.
- Maintain accurate and timely documentation.
- Provide reports to the MD and Line Managers as requested.
- Respond to and appropriately manage employee queries in regard to their rosters.
Bookkeeper/ Payroll Assistant /Administrator Assistant
REALCARE Community Support Services PTY LTD
01.2022 - 12.2022
- Representing Real Care in administration matters.
- Bookkeeping/ payroll activities.
- Processing timesheets on brevity software.
- Petty cash management, filing reports, following debtors.
- Making entries in MYOB.
- Ensuring the office is manned during all the office hours.
- Processing all incoming and outgoing information (emails, mails, calls) in accordance with office guidelines.
- Ensuring safety and wellbeing of all staff and visitors to the office.
- Undertaking effective administrative processes for the processing of registration, responding to queries, banking, invoicing and billing duties.
- Using BREVITY software to roaster staff so clients are covered and ensuring accurate worker/ participant records are maintained.
Disability support worker
REALCARE Community Support Services PTY LTD
01.2022 - 11.2022
- Helping with household tasks.
- Providing personal care support.
- Helping clients learn new skills.
- Supporting clients to start employment.
- Doing grocery shopping and preparing meals.
- Working with doctors and therapists to ensure support.
- Demonstrating and supporting new life skills, such as budgeting.
- Adjusting and adapting communication and body language to suit client need.
- Manual handling and/or the use of equipment to support mobility (wheelchairs or hoists).
- Transporting and accompanying clients to appointment.
Assistant Market Analyst
Fijian Competition and Consumer Commission
08.2017 - 10.2018
- Carrying out pricing review for price control items.
- Drafting analysis and commentary for pricing reviews.
- Carrying out market surveys & sites visits for the regulated items under price control.
- Analysis for market study and reviews.
- Research work including collating data, compile and analyze statistical data, market trends, pricing models etc.
- Stakeholder’s consultations.
- Remain fully informed on market trends.
- Attend formal and informal meetings, liaising with external partners, customer groups and internal working groups as required, identifying and communicating issues and presenting findings as appropriate.
- Updating KPI Summary.
- Filling of Vetted Costing.
- Updating Produce Summary.
- Monitoring team in field inspection as the need arises.
- Update Basic Food and Hardware Price List.
- Send Price Verification and Releases to Stakeholders.
- Assist other department(s) in carrying out reviews and consumer complaints.
- Assist in Stakeholder and Consumer awareness.
Education
Bachelor of Commerce - Accounting & Tourism Management
University of the South Pacific
01.2020
Diploma - Community service (Case Management)
Signet institute
Australia01.2024
Certificate IV - Disability
Nomi Collage
01.2023
Graduate Diploma - Business
Academia International
01.2022
Affiliate Accountant -
Fiji Institute of Accountants
01.2021
Foundation - Social Science
University of the South Pacific
01.2012
Skills
- Business administration
- Person-centered principles
- Interpersonal communication
- Negotiation techniques
- Commercial practices
- Design skills
- Strategic planning
- Cost management
- Financial processes
- Individual funding strategies
- Budget management
- Conceptual thinking
- Analytical abilities
- Office IT proficiency
- Disability qualifications
- Health qualifications
- NDIS orientation training
- NDIS code compliance
- Xero expertise
- Excel reporting skills
- Microsoft 365 proficiency
- Brevity software knowledge for disability services
- Client relationship management
- Care planning expertise
- Compliance oversight
- Service delivery management
- Incident reporting procedures
- Team leadership capabilities
Certification
- COVID19 - Fully Vaccinated Jab1, Jab 2 and Booster
- CPR AND FIRST Aid certificate
- NDIS Worker Screening 5 years valid
- Medication of Administration License
- Victorian Full driving license
Availability
5 Days full time
References
References available upon request.
Timeline
Client Services Manager
Peoples First Choice Australia
07.2025 - Current
Client Services Coordinator
Peoples First Choice Australia
01.2023 - 07.2025
Disability support worker
REALCARE Community Support Services PTY LTD
01.2022 - 11.2022
Bookkeeper/ Payroll Assistant /Administrator Assistant
REALCARE Community Support Services PTY LTD
01.2022 - 12.2022
Assistant Market Analyst
Fijian Competition and Consumer Commission
08.2017 - 10.2018
Bachelor of Commerce - Accounting & Tourism Management
University of the South Pacific
Diploma - Community service (Case Management)
Signet institute
Certificate IV - Disability
Nomi Collage
Graduate Diploma - Business
Academia International
Affiliate Accountant -
Fiji Institute of Accountants
Foundation - Social Science
University of the South Pacific