Melissa Duncombe
Iluka,NSW
Summary
Knowledgeable Support Coordinator focused on improving participant's experience in navigating the NDIS and other community services. Proficient in life, financial and social skills, helping participants integrate into community and live more robust lives. Professional, ethical and reliable coordinator with 27 years of experience. Building participants capacity, through allowing them the knowledge to connect with service that can provide them with the skills to reach their goals and participate in their community. Ultimately seeing participants reach greater independence.
Overview
23
23
years of professional experience
Work History
Support Coordinator
Registered NDIS Provider
03.2014 - Current
- Improved client satisfaction by efficiently addressing and resolving support issues.
- Manage caseloads, ensuring timely completion of tasks and effective communication with clients.
- Developed tailored support plans for participants, identifying unique needs and goals.
- Enhanced coordination through facilitating regular stakeholder meetings, sharing updates, and discussing strategies for improved service delivery.
- Collaborated with interdisciplinary teams to provide comprehensive support services for participant's, improving outcomes across multiple domains.
- Maintained detailed documentation of participant interactions and progress toward goals, providing a clear record of care provided.
- Ensured compliance with regulatory guidelines by diligently monitoring documentation and maintaining accurate records for audit purposes.
- Elevated participant engagement through personalised outreach efforts, resulting in stronger rapport-building and more successful collaboration on goal achievement.
- Collaborate with local service providers to enhance resource networks available to participants in need of specialised assistance or referrals.
- Instrumental in achieving positive outcomes for participants by consistently developing realistic action plans aligned with their identified goals.
- Facilitated seamless transitions between service providers by coordinating all aspects of the hand-off process, ensuring continuity of care for participants throughout their journey towards independence.
- Monitored emerging trends in support coordination, actively adapting best practices to stay current with industry standards and improve overall service quality.
- Worked with other government and community service staff to answer questions and resolve problems.
Senior Coordinator
Catholic Community Services
09.2009 - 02.2014
- Streamlined project management processes by implementing new organisational tools and techniques.
- Enhanced team productivity by conducting regular performance reviews and providing constructive feedback.
- Managed cross-functional teams for successful project execution, ensuring timely completion of tasks within budget constraints.
- Built strong relationships with stakeholders through effective communication, leading to increased trust and collaboration.
- Implemented cost-saving measures within the department, contributing to significant annual savings without compromising quality or efficiency.
- Collaborated closely with executive leadership to develop strategic plans that aligned with the organisations goals and objectives.
- Entered data, generated reports, and produced tracking documents.
- Mentored junior team members, providing guidance on career development opportunities and fostering a supportive learning environment.
- Tracked records, filed documents and maintained communication between clients to manage office activities.
- Gathered and organized materials to support operations.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
- Prepared agendas and took notes at meetings to archive proceedings.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Participated in workshops and in-service meetings to enhance personal growth and professional development.
- Coached employees through day-to-day work and complex problems.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Monitored front areas so that questions could be promptly addressed.
Case Worker
Mission Australia
11.2005 - 09.2009
- Enhanced client well-being by developing comprehensive case plans addressing individual needs.
- Reduced recidivism rates through effective case management and personalised support services.
- Collaborated with multidisciplinary teams for improved client outcomes and coordinated care.
- Streamlined documentation processes, increasing efficiency in caseload management.
- Facilitated client access to community resources, promoting self-sufficiency and independence.
- Provided crisis intervention services, ensuring the safety and stability of clients during challenging situations.
- Established trusting relationships with clients, fostering open communication and rapport building.
- Conducted thorough assessments to determine client eligibility for various programs and services.
- Implemented evidence-based practices in casework interventions, enhancing overall effectiveness of service delivery.
- Ensured adherence to state regulations by maintaining timely documentation and meeting reporting deadlines.
- Advocated on behalf of clients in legal proceedings, securing favourable outcomes in numerous cases.
- Developed strong partnerships with local organisations, expanding available resources for clientele.
- Delivered ongoing support for families navigating the child welfare system, contributing to successful reunifications in multiple cases.
- Mentored new caseworkers as they transitioned into their roles, providing guidance on best practices and procedures.
- Managed high-risk cases involving substance abuse or domestic violence concerns with specialised interventions tailored to each situation.
- Participated in continuous professional development opportunities to stay current on industry trends and enhance skills as a practitioner.
- Assisted individuals with disabilities in accessing necessary accommodations within the community, promoting increased independence and quality of life.
- Maintained high level of client confidentiality, following strict guidelines, and recommendations.
- Conducted home visits to assess living environment and provided appropriate referrals.
- Assessed needs of each client and recommended appropriate services and resources.
- Offered support and direction to families and coordinated with court system and other community agencies for treatment.
- Assisted clients in preparing applications for social security benefits, housing and assistance programs.
- Advocated for client rights and represented client interests at administrative hearings.
- Performed discharge planning, placement monitoring, and crisis intervention.
- Assisted clients in identifying community resources and connecting with appropriate services.
- Assisted clients in developing and setting realistic goals to promote positive change.
- Collaborated with other professionals to plan and coordinate care for clients.
- Participated in interdisciplinary team meetings to coordinate care for clients.
Case Manager
New Horizons
07.2001 - 12.2004
- Achieved positive client outcomes by developing and implementing comprehensive case management plans.
- Enhanced communication between clients and providers through consistent follow-ups and progress updates.
- Coordinated essential services for clients, resulting in improved overall well-being and selfsufficiency.
- Collaborated with multidisciplinary teams to address client needs and formulate tailored support strategies.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Facilitated successful transitions between levels of care by developing detailed discharge plans and coordinating resources.
- Improved client satisfaction by efficiently addressing concerns or grievances in a timely manner.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Strengthened relationships with community organisations to increase access to supportive resources for clients in need.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Participated in regular professional development opportunities to stay current on best practices within the field of case management.
- Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect as mandated by law.
- Assisted clients in setting achievable goals while providing ongoing encouragement and support throughout the process of reaching those objectives.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Evaluated program effectiveness continually through data analysis and outcome measurement metrics.
- Fostered open lines of communication with clients'' families and support networks, involving them in the case management process as appropriate.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimise client support strategies.
- Coordinated services with other agencies, community-based organisations, and healthcare professionals to provide useful benefits to clients.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Developed comprehensive discharge plans to transition clients to appropriate service providers in community.
- Developed and implemented safety plans for clients at risk of harm to provide protection.
- Provided evidence-based therapeutic interventions and crisis management to clients to lessen negative on physical, mental and emotional wellbeing.
- Provided leadership, guidance and support to staff members.
- Assessed community needs and identified resources for social and community service programs.
- Established and maintained relationships with key stakeholders.
Education
Bachelor of Science - Social Sciences (Social Welfare)
Charles Sturt University
Bathurst, NSW05.2018
No Degree - Certifficate IV Community Services (Mental Health
Hunter Institute
Newcastle, NSW12.2002
No Degree - Diploma of Community Services (Welfare)
Hunter Institute
Newcastle, NSW12.2000
Skills
- Emotional Support
- Transcription and dictation
- Life Skills Development
- Daily living support
- Behavioral support
- Skill Development
- Troubleshooting
- Cultural Sensitivity
- Budgeting and financial management
- Mobility support
- Documentation abilities
- Scheduling
- Data Entry
- Staff Management
- Financial Reporting
- Administrative Management
- Employee Supervision
- Performance Management
- Handling Complaints
- Report Writing
- Account Reconciliation
- Relationship Building
- Problem-solving abilities
Timeline
Support Coordinator
Registered NDIS Provider
03.2014 - Current
Senior Coordinator
Catholic Community Services
09.2009 - 02.2014
Case Worker
Mission Australia
11.2005 - 09.2009
Case Manager
New Horizons
07.2001 - 12.2004
Bachelor of Science - Social Sciences (Social Welfare)
Charles Sturt University
No Degree - Certifficate IV Community Services (Mental Health
Hunter Institute
No Degree - Diploma of Community Services (Welfare)
Hunter Institute
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