Mel Manuatu
Sydney,Australia
Summary
Well regarded Quality Advisor highly effective at analyzing data and trends to make timely, useful, and effective recommendations. Well-versed in operating in complex, dynamic environments under tight deadlines. Passion for providing high quality advice and guidance to the organisation and across all levels with excellent problem solving, communication and interpersonal skills.
Overview
9
9
years of professional experience
Work History
Advisor – Quality & Performance
Wesley Mission Queensland
01.2023 - 06.2024
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to Executives and Senior Leadership at all times.
- Investigate and respond to all external governing body complaints
- Support quality and compliance across multiple programs.
- Conduct risk and gap analysis
- Manage staff in complaint handling,
- Internal audits of the division, including spot audits
- Implemented two working groups to strengthen governance: Clinical and Policy and Procedures.
- Data analysis and provide risk matrix to the organisation and ensure Continuous Improvement Plan is current.
- Collaborate with relevant departments within Head Office to support quality and compliance standards are met for the Division.
- Implemented and support actions to minimise any risks to the division and organisation. Ensured relevant senior management were advised and included as required.
- Reviewed systems and provided compliance guidance for relevant programs to the Head Office (Home Services, CHSP, QCSS).
- Created and provided regular reporting (Quality Monthly report) for Senior Management and Executives
Regional Quality Manager
RSL LifeCare (Home Services Division)
08.2021 - 01.2023
- Conducted regular audits to ensure compliance with company policies and industry regulations.
- Collaborated with cross-functional teams to identify areas for improvement in processes (clinical, policies, training and education, WHS)
- Cultivated relationships with external regulatory agencies, ensuring open lines of communication and proactive compliance with industry standards and regulations.
- Administered corrective action plans following non-conformance findings during audits, ensuring rapid resolution of identified issues.
- Streamlined communication between departments to ensure seamless flow of quality information and data.
- Actively participated in risk assessments for new processes, ensuring potential concerns were addressed proactively before implementation.
Quality Compliance Specialist (Contract)
RSL LifeCare (Home Services Division)
05.2020 - 08.2021
- Provide quality and compliance support across 16 sites across NSW.
- Assisted in the preparation of regular reports for senior management, detailing compliance activities and progress towards established goals.
- Prepare sites for assessment contact (audit) from the Aged Care Quality & Safety Commission and Department of Veteran Affairs.
- Served as a point of contact for employees seeking guidance on compliance matters, instilling confidence in the organisation's commitment to regulatory adherence.
- Provided expert guidance to colleagues on matters related to regulatory compliance, solidifying company-wide understanding of requirements.
- Conducted thorough risk assessments to identify potential areas of non-compliance and recommended corrective actions.
- Collaborated with other departments to integrate compliance considerations into daily business operations seamlessly.
- Stayed current on industry regulations by attending seminars, workshops, and other professional development opportunities.
Senior Customer Relations Manager
KINCARE
12.2016 - 04.2020
- Support and manage major complaints nationally
- Work collaboratively with business areas to ensure Continuous Improvement Plan are current and communicated to relevant areas of the business.
- Form robust relationships with governing bodies and ensure outcomes on any risks are communicated in a timely manner to the relevant senior executives.
- Provide monthly reporting to CEO and Executives on complaints data analysis.
- Support Head Office and State Offices for any governing body audits/assessment contacts
- Prepare and support organisation for all accreditations (Aged Care, Disability (NDIS), ISO)
Quality Assurance Officer
KINCARE
08.2015 - 12.2016
- Conduct internal and external audits nationally and provide outcomes with corrective actions. Ensure these are managed effectively to completion.
- Provide regular quality and compliance reporting to Senior Management Team.
- Manage continuous improvement plans across the business (Nationally).
- Ensure regulatory changes are communicated in a timely manner to relevant senior staff.
- Provide quality and compliance support to the CEO, Executives and State Managers.
- Improved processes by identifying areas of inefficiency and recommending corrective actions. Follow up on all corrective actions and ensure these are managed.
- Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
- Facilitated effective communication between Head and State Offices regarding quality matters, fostering a collaborative working environment.
- Monitored activities and supporting systems to meet compliance regulations.
- Enforced compliance with industry regulations, maintaining up-to-date knowledge on relevant guidelines and changes in legislation.
- Liaised with external auditors during certification processes, and supported each every of the business (ISO, Aged Care, Disability)
- Collaborated with cross-functional teams for timely resolution of quality issues and concerns.
Skills
- Quality Internal Auditor
- Complaints Management
- Incident Management
- Specialist in quality and compliance within Aged Care, DVA-Community Nursing, NDIS, Queensland Community Support Scheme (QCSS) and ISO 9001:2005
- Assist and support in accreditation of Aged Care Home Care Services and NDIS nationally
- Business Process Improvement experience
- Relationship Building
- Training and mentoring
- Research abilities
- Data Interpretation
- Client Engagement
- Compliance requirements
- Group facilitation
- Problem-Solving
Accomplishments
- Staff Monthly Award for Level 4 Complaint handling.
- Staff Recognition from National College Australia – Presentation on Aged Care Standards and NDIS.
- Salary increase in recognition of State accreditations outside scope of role.
Developmentcourses
- Internal Audit for Home Care, Lorraine Poulos, 09/23
- Complaint management, AACQA
- Enhancing Consumer Engagement, AACQA / COTA
- Quality Auditing in Home Care Course, 10/20
Educationalcourses
Quality Management System Internal Auditor Certificate, DNV GL, 12/15
Interests
Volunteering for a rescue organisaton for 10 years, I proceeded to gain my Dog Training Certificate to assist rescue dogs.
Timeline
Advisor – Quality & Performance
Wesley Mission Queensland
01.2023 - 06.2024
Regional Quality Manager
RSL LifeCare (Home Services Division)
08.2021 - 01.2023
Quality Compliance Specialist (Contract)
RSL LifeCare (Home Services Division)
05.2020 - 08.2021
Senior Customer Relations Manager
KINCARE
12.2016 - 04.2020
Quality Assurance Officer
KINCARE
08.2015 - 12.2016
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