Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ngatuakana Faatauvaa

Summary

Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.

Overview

4
4
years of professional experience

Work History

Senior Team Leader

LINKUP AUSTRALIA
02.2020 - Current

Line Manager: Service Delivery Manager

Direct reporting Line: Team Leaders x 4 and Disability Support Staff

Duties and Responsibilities: Address weekly team leader reports and report to Manager and CEO of critical matters, like incidents, performance issues, rosters.

Ensure rosters are completed according to participants roster of care and as per their Agreements with the company. Working alongside our Compliance Officers, Service Delivery Manager, Senior Administrative Officer (for Intake), Rostering Officer. Attends Stakeholder meetings where necessary, and be in charge of the Services team when the manager is on leave.

Conducts supervision monthly for team leaders and having weekly catch ups (welfare checks) with the team leaders.

Attends performance management meetings with support staff and send recommendations to HR. Part of the recruitment team (where I am one of the panelist for interviews)

Conducts the company's Service Induction and Orientations, at times i can attend shifts fro last minute cancellation

Address issues arising from daily audits of documentation on Caremaster system and reporting back to Manager

Service Delivery Manager

LINKUP AUSTRALIA
02.2022 - 11.2023
  • Involved in improving service quality, addressing client concerns promptly and professionally.
  • Served as primary interface for onboarding new personnel, providing educational resources on Policies and Procedures to disability support workers
  • Evaluated personnel workloads to support capacity planning, and adjusting scheduling according to available staff but keeping in mind the funded support allocations as per the NDIS funding for each participant.
  • Enhanced service delivery by developing and implementing efficient processes.
  • Attended staff and client meetings
  • Negotiated Service Agreement's with external providers for exhausted funding of participants to minimize costs to company.
  • As part of the Executive Management we were responsible for creating and enforcing detailed organization processes to increase quality and service standards.
  • Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
  • Trained new staff on job duties, company policies, and safety procedures.
  • Maintained proper staffing levels to guarantee timely and accurate deliveries.
  • Assisted with sourcing out a comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
  • Coordinated new hire recruitment, training and development.
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
  • Developed strong organizational and communication skills through the completion of a Diploma in Leadership and Management
  • Self-motivated, with a strong sense of personal responsibility.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Organized and detail-oriented with a strong work ethic.
  • Proven ability to learn quickly and adapt to new situations.
  • Resolved problems, improved operations and provided exceptional service.
  • Adaptable and proficient in learning new concepts quickly and efficiently.

Executive Manager (Secondment)

LINKUP AUSTRALIA
07.2021 - 02.2022
  • Implemented data-driven decision-making processes with the Executive Management team to drive continuous improvement in overall company performance.
  • Implemented with E.M.T business strategies, increasing revenue, and effectively targeting new markets.
  • Trained and guided team members to maintain high productivity and performance.
  • Enhanced operations and implemented systems and innovations in collaboration with senior leadership.
  • Built and deepened relationships with internal and external personnel to enhance participant retention.
  • Fostered a collaborative work environment through regular team-building activities designed to enhance interpersonal relationships.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Investigated, updated and resolved incidents accordingly.
  • Discovered areas of improvement by generating monthly reports.
  • Coordinated team schedules to keep shifts properly staffed during busy periods.
  • Supported regulatory compliance by overseeing audits to verify protocol adherence.
  • Handled problematic customers and clients to maintain excellent customer service.
  • Chaired monthly meetings with executive leadership to identify opportunities for improvement, establish milestones.
  • Created with E.M.T, managed, and executed business plan and communicated company vision and objectives to motivate teams.
  • Established a culture of continuous improvement by promoting best practices providing care and risk mitigation.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Assisted in recruiting, hiring and training of team members.
  • Provided professional services and support in a dynamic work environment.
  • Worked well in a team setting, providing support and guidance.

Education

No Degree - Leadership And Management

Response Training
Darwin, NT
06.2023

Skills

  • Shift Scheduling
  • Performance Improvement
  • Team motivation
  • Complaint resolution
  • Team Check-Ins
  • Team Development
  • Client Support
  • Employee Evaluation
  • Delegation
  • Leading Team Meetings
  • Staff Training
  • Team Supervision

Timeline

Service Delivery Manager

LINKUP AUSTRALIA
02.2022 - 11.2023

Executive Manager (Secondment)

LINKUP AUSTRALIA
07.2021 - 02.2022

Senior Team Leader

LINKUP AUSTRALIA
02.2020 - Current

No Degree - Leadership And Management

Response Training
Ngatuakana Faatauvaa