Nicola Connolly
Maribyrnong,Vic
Summary
- Experienced Program Manager,brings 15 years of valuable expertise to supporting program and teams.
- Attentive to detail with experience in coordinating projects, programs and service improvements.
- Advanced understanding of organizational strategies, financial management, procurement and contracting.
- Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.
- Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
- Resourceful Manager offering history of success coordinating and monitoring operations across various departments.
- Effective leader and problem-solver dedicated to streamlining operations to promote organizational efficiency.
- Highly committed with hardworking mentality to maintain quality of services and produce the best outcomes for clients and staff
- Excellent working knowledge of the Homelessness Service system
- Extremely client focused with a sound understanding of how to work with clients in a trauma informed best practice approach
Overview
14
14
years of professional experience
Work History
Homelessness to a Home Program Manager
Launch Housing
02.2021 - Current
- Establishing H2H Support program at the height of COVID
- Establishing five support teams, including recruitment and induction of coordinator roles and subsequently supporting coordinators with recruitment and induction of case management roles.
- Developing in conjunction with H2H coordinators internal processes and frameworks that both supported and directed case managers in their work
- Managed and coordinated day to day operations along side coordinators in H2H to ensure provision of consistent and high-quality support
- Ensuring consistent, compliant and best-practice approach to case management and assertive outreach.
- Under direction of Group Manager, Permanent Housing, ensure staff comply with all Launch Housing policies, procedures and relevant practice expectations.
- Developed and maintain productive working relationships with internal and external stakeholders including developing and leading H2H Operations meeting with our H2H consortium partners.
Project Manager -COVID Response
Launch Housing
04.2020 - 02.2022
- Coordinated Launch Housing's response to supporting clients placed in EA due to COVID lockdown
- Worked with internal Launch Support teams to identify staffing resources to pivot towards towards providing essential support to these clients
- Development of work instruction for staff working with clients in hotels to ensure consistency in Launch Housing approach
- Worked with local area service networks, networkers and DFFH to establish the HEART (Homelessness Emergency Accommodation Response team)
- Worked with multi disciplinary services including AOD services and mental health services to coordinate these services attending hotels and supporting clients in hotels
- Advocacy to DFFH for extension of funding of hotels - part of this was working closely with Launch's data coordinator to build data dashboards that enabled us to tell the story of clients in hotels and document what was needed to best support these clients
- Provided detailed project status updates to stakeholders and executive management.
- Monitored project progress, identified risks and took corrective action as needed.
- Maintained open communication by presenting regular updates on project status to senior leadership team
- Managed Working for Victoria Project which involved establishing Homelessness Emergency Response Support teams as well as providing staffing resources to teams experiencing surges in demand and work load due to COVID
- Established Homelessness Emergency Response Teams at three hotels in Melbourne in partnership with DFFH and Dept of Health
- Provided advice and guidance org wide on COVID response including updating BCPs and ensuring org was compliant with latest guidelines
ESCG and ISOT Program Manager
Launch Housing
08.2017 - 04.2020
- Provided effective leadership to Elizabeth Street Common Ground and Inner South Outreach Team Coordinators and other staff
- Ensured that all areas of service were able to deliver outcomes in accordance with funding requirements and targets
- Responsible for program implementation, budget monitoring and outcomes reporting
- Managed internal and external stakeholder relationships and collaborated with Human Resources on management of staff
- Worked closely with Unison Housing to deliver CommonGround model
- Participated in on call roster to provide support to all 24 hour sites across Launch
- Responsible for supervision of ISOT and ESCG coordinator as well as providing supervision and support to concierge roles
- Collaborated with Group Manager and General Manager to set priorities based on business needs, resource capacity and risk exposure
- Managed and supervised administrative and daily program operations, complying with policies and regulations
- Developed policies and procedures to support staff and clients
- Developed risk management and mitigation processes and strategies for both ISOT and ESCG
IAP Coordinator
Launch Housing
02.2013 - 08.2017
- Provided supervision and support to Initial Assessment team
- Managed front of house area and day to day operations
- Completed monthly rosters for IAP team including managing gaps in roster and ensuring adequate cover was provided at all times
- Led development of IAP team plan
- Managed complaints and feedback
- Oversight of case note and data recording for program as well as being responsible for internal and external reporting
- Coached employees through day-to-day work and complex problems.
- Gathered and organized materials to support operations
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Evaluated operational practices and identified improvement opportunities
IAP Senior Worker
HomeGround
09.2011 - 02.2013
- Provided support to staff in the absence of IAP coordinators
- Provided support to front of house staff
- Worked on IAP duty roster to see clients in direct service delivery capacity
- Managed interim response waiting list ensuring client received support in a timely manner
- Used problem-solving and issue-resolution skills to promptly and successfully address critical incidents
- Trained and inducted new staff members in IAP team
- Provided initial assessment of housing and support need, information and assistance to clients and to other regional services within Opening Doors Framework
- Provided client-centered services to persons experiencing or at risk of homelessness, including crisis intervention, assessment, prioritization, assistance to secure crisis accommodation, assistance to secure or maintain long term accommodation, distribution of financial assistance and linkages to appropriate support services.
- Utilized assessment tools to a high level of fidelity in identification and prioritization of people in most urgent need of program resources.
- Maintained client files and records in accordance with procedures on computer case management software system
- Advocated on behalf of those experiencing homelessness to ensure that services are relevant, flexible and accessible to people experiencing homelessness.
- Ensured clients are assisted to understand their rights & responsibilities in the provision of accommodation and support assistance
- Complied with all risk, health & safety and compliance policies, frameworks and procedures
- Ensured that all accident, incident, risks and hazards are identified and reported in own work context
- Ensured safety of self and others in work environment taking reasonable care that actions or omissions do not impact on health and safety of others
IAP Worker
HomeGround
01.2011 - 09.2011
- Provided initial assessment of housing and support need, information and assistance to clients and to other regional services within Opening Doors Framework
- Provided client-centered services to persons experiencing or at risk of homelessness, including crisis intervention, assessment, prioritization, assistance to secure crisis accommodation, assistance to secure or maintain long term accommodation, distribution of financial assistance and linkages to appropriate support services.
- Utilized assessment tools to a high level of fidelity in identification and prioritization of people in most urgent need of program resources.
- Maintained client files and records in accordance with procedures on a computer case management software system.
- Advocated on behalf of those experiencing homelessness to ensure that services are relevant, flexible and accessible to people experiencing homelessness.
- Ensured clients are assisted to understand their rights & responsibilities in the provision of accommodation and support assistance
- Complied with all risk, health & safety and compliance policies, frameworks and procedures
- Ensured that all accident, incident, risks and hazards are identified and reported in own work context
- Ensured safety of self and others in work environment taking reasonable care that actions or omissions do not impact on health and safety of others
IAP Worker
Hanover
08.2009 - 01.2011
- Provided initial assessment of housing and support need, information and assistance to clients and to other regional services within Opening Doors Framework
- Provided client-centered services to persons experiencing or at risk of homelessness, including crisis intervention, assessment, prioritization, assistance to secure crisis accommodation, assistance to secure or maintain long term accommodation, distribution of financial assistance and linkages to appropriate support services.
- Utilized assessment tools to a high level of fidelity in identification and prioritization of people in most urgent need of program resources.
- Maintained client files and records in accordance with procedures on computer case management software system.
- Advocated on behalf of those experiencing homelessness to ensure that services are relevant, flexible and accessible to people experiencing homelessness.
- Ensured clients are assisted to understand their rights & responsibilities in the provision of accommodation and support assistance
- Complied with all risk, health & safety and compliance policies, frameworks and procedures
- Ensured that all accident, incident, risks and hazards are identified and reported in own work context
- Ensured safety of self and others in work environment taking reasonable care that actions or omissions do not impact on health and safety of others
Education
Honours Degree - Social Work
Dundalk Institute of Technology
Dundalk Ireland Skills
- Manage Budgets
- Project Management
- Team Leadership
- Critical Thinking
- Stakeholder Relationship Management
- Process Improvement
- Verbal and Written Communication
- Recruitment and Hiring
- Communication
- Staff support
- Strong focus on building supportive and cohesive teams with positive team cultures
Timeline
Homelessness to a Home Program Manager
Launch Housing
02.2021 - Current
Project Manager -COVID Response
Launch Housing
04.2020 - 02.2022
ESCG and ISOT Program Manager
Launch Housing
08.2017 - 04.2020
IAP Coordinator
Launch Housing
02.2013 - 08.2017
IAP Senior Worker
HomeGround
09.2011 - 02.2013
IAP Worker
HomeGround
01.2011 - 09.2011
IAP Worker
Hanover
08.2009 - 01.2011
Honours Degree - Social Work
Dundalk Institute of Technology
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