Michelle Parker

• Deliver participant services in alignment with the Participant Service Guarantee and NDIA KPIs.
• Actively managing key internal and external stakeholder relationships and where required will represent and negotiate on behalf of the NDIA to advance the NDIA’s interests across a range of forums
• Managing work projects to ensure timely delivery of high quality planning outcomes
• Coaching and mentoring
• Manage complex planning cases – End to End Planning
• Mentor APS4–6 planners, enhancing capability and consistency across the team.
• Portfolio’s – Legislation, Learning and Development and Census
• Coaching of staff on processes while managing a complex workload

Key Achievements

Census Engagement Working Group: As a member of the Unacceptable Behaviour Group, I contributed to developing the Quick Links resource to support consistent national practice.

Learning and Development Portfolio: Identified a gap in Planners’ knowledge around Hospital Discharge processes and initiated targeted L&D training with ACHI Branch. I also gathered questions from Planners to ensure training content addressed their practical challenges, improving capability and consistency.

Legislation Portfolio:Delivered information sessions across multiple teams on new legislative changes, proactively sharing resources, VODs, and updates. I continue to maintain current legislative knowledge to provide accurate advice and 1:1 support to staff and EL1s.

I have also led initiatives that strengthened communication and professional development. I took the lead in developing several articles on Motivational Interviewing (MI), distributed in EL1 end-of-week emails, which guided staff on effective stakeholder communication and managing difficult conversations. These initiatives improved confidence, consistency, and participant engagement across teams. I also delivered MI training via TEAMs to new starters at the Branch.

I successfully led the Innovative Pool Program (IPP) Project, demonstrating strong program management and stakeholder coordination. I ensured timely responsiveness to internal and external stakeholders, including DoHAC, while upholding NDIA values and promoting scheme sustainability. Through education and guidance, I supported participants and their networks to utilise existing budgets effectively, significantly reducing unnecessary early plan reviews.

• Managed multiple portfolios including Community Capacity Building (CCB), Fraud, and Complaints.
• Designed and facilitated stakeholder training sessions on NDIS access requirements.
• Delivered internal staff training and led implementation of the new PACE system as a Lead Super User.
• Maintained a caseload of 140+ participants, ensuring evidence-based and person-centred planning.

Key Achievements:

• Established Bundaberg’s first Recovery Coach Network in collaboration with Community Mental Health. This seen successful outcomes for Participants transitioning back into the Community and provided valuable disability specific training to the Recovery Coaches.
• Developed and delivered the ‘EmployME’ employability event, leading to participant employment outcomes.

• PACE Lead Super User - Data Management System

• Led multidisciplinary teams across multiple regions to achieve NDIS business KPIs.
• Managed workforce planning, staff performance, and quality systems integration.
• Oversaw participant complaints and service delivery governance.
• Supported new staff onboarding, professional development, and compliance with NDIS standards.
• Generation of new documents within the Quality Management System

Key Achievements:

• NDIS Quality Audit – Nil non-compliance

• Delivered employment services and achieved contractual KPI targets.
• Built employer relationships and promoted workforce participation for job seekers.

• Dispute Resolution
• Held leadership and management roles in retail, finance, and field operations.
• Developed transferable skills in supervision, compliance, budgeting, and training.