MELISSA SULLIVAN

I am responsible for managing the assessment and care planning, for Home Care Package (level 2-4) and Commonwealth Home Support Programme clients. I collaborate with clinical teams to ensure clients’ care needs are met in a timely and efficient manner, I mentor a Client Services Officer, guiding them in case management tasks and supporting the team during high-demand periods.

My role involves developing individualized care plans, monitoring the implementation of support services and mentoring support workers to deliver supports required, and maintaining accurate client records for accountability to funding bodies and regulatory authorities. Additionally, I build strong relationships with clients, families, and service providers to ensure the best possible outcomes and continuous service improvement.

Key Achievements:

• Successfully managed over 70 care plans, ensuring that all clients received tailored, goal-oriented support in line with their needs and preferences
• Implemented process improvements that streamlined workflows of care plan development and client assessments
• Ensured compliance with all relevant funding, legislative, and service standards, achieving consistent positive audits and client satisfaction
• Built and maintained strong relationships with community stakeholders and representatives, facilitating smoother client referrals and improved service coordination.
• Championed initiatives aimed at increasing employee engagement levels across the business unit, in partnership with Alzheimer's WA.
• Served as a trusted advisor for both internal and external stakeholders, providing guidance on best practices for delivering outstanding client service.

This role had dual responsibilities of both care coordination and compliance assurance. I played a key role in ensuring that our policies and procedures were compliant, whilst also maintaining my case management responsibilities. This role came in a time of significant organizational growth, including renovations introducing overnight respite facilities, and implementing new software system for our administrative operations.

Key Achievements:

• Led the successful completion of the Aged Care Quality and Safety Commission audit, preparing a report that demonstrated full compliance with their criteria
• Managed the implementation of a new software program, improving operational efficiency and data management
• Developed and implemented an online training platform for support staff, ensuring compliance with mandatory and complementary training requirements
• Identified and facilitated continuous quality improvement initiatives, advising management on areas of improvement and solidifying best practices aligned with Aged Care Quality Standards
• Completed a Cert 4 in Dementia Leadership & Change with Alzheimer's WA, strengthening my expertise in dementia care and leadership during a period of significant organizational change.

In this role, I was responsible for responding to enquiries and referrals from individuals and external agencies, allocating accepted referrals for assessments based on established policies and criteria. I conducted assessments for CHSP clients, and collaborating with clinical staff to ensure all aspects of care were addressed. I provided ongoing support and motivation to ensure support staff followed care plans and service standards were met

Key Achievements:

• Successfully completed annual assessments and reviews for CHSP clients, ensuring timely and accurate documentation in line with service requirements
• Developed and maintained individualized care plans for clients, ensuring they were goal-directed, time-limited, and service-specific, with appropriate review dates
• Supported clients and families throughout the respite admission process, ensuring dietary requirements and medication management were communicated effectively
• Fostered strong relationships with service providers, community stakeholders, and funding bodies, ensuring consistent, high-quality service delivery for clients.

New to the field of community aged care, I began my career as a Support Worker while completing my Certificate III in Individual Support (Ageing). During this time, I developed a strong foundation in providing personal care, assistance with daily living activities, and ensuring the comfort and well-being of clients in their homes. My role involved establishing meaningful relationships with clients, supporting their individual needs, and promoting their independence and dignity.

Key Achievements:

• Gained hands-on experience in providing personal care, assisting with mobility, grooming, and medication reminders for aged clients
• Built strong, trusting relationships with clients and families, offering personalized care to meet individual needs and preferences
• Contributed to the development and implementation of individualized care plans that aligned with each client’s health and wellness goals
• Delivered high-quality, compassionate care while adhering to organizational policies and maintaining strict confidentiality and professionalism.