Raelene Edwards

Participants and Families

• Promote independence, self-determination and decision-making skills, whilst supporting individuals with disabilities in integration into generic services in the community.
• Promote involvement of participants and carers in the direction and the coordination of activities.
• Ensure standardised Induction process is implemented for all participants, staff, volunteers and students to ensure it meets legislative requirements and aligns with organisational mission and values.
• Monitored participant intake to ensure there is clear communication and timely commencement. Ensuring equitable access for service users from NESB, ATSI and disadvantaged groups in the community.
• Maintained positive participant and carer engagement by addressing problems head-on and implementing successful corrective actions. Maintained professional manner by staying calm when addressing unhappy or angry participants or carers. Resolved complaints in professional and timely manner.
• Developed and maintained positive relationships with participants, their carers, and staff to build rapport and trust.

Staff

• Assisted in recruitment efforts in conjunction with HR, CEO, and Board Members, identifying top candidates with relevant skills and experience needed to support organizational growth initiatives.
• Developed and implemented training programs to enhance staff skills, leading to improved service quality and higher staff retention rates.
• Ensure staff are provided with adequate supervision and support opportunities and feel empowered to raise concerns.
• Ensuring staff KPI and levels of competency are reviewed and updated as changes occur.
• Monitoring of service delivery staff performance and provided feedback for improvement. Development, documentation and issuing of Corrective Actions where required.
• Conducted Performance Appraisals for staff and established performance goals and provided constructive feedback on methods for reaching those milestones.
• Conducted staff training and assessment on and individual or group basis to enhance their work skills and quality outcomes for participants.

Compliance

• Investigation of legislative changes, consultation with Participants, Coordinators and Staff, developed and implemented service delivery policies and procedures. Guiding it through the approvals process to completion.
• Implemented and monitored quality programs to ensure due diligence with compliance activities.
• Managed the implementation of quality standards across the whole organisation. Australian Community Industry Standards and NDIS Quality Indicators and Practice Standards.
• Developed Safe Work Practices and documented work flow processes to ensure standardisation across whole organisations service delivery.
• Involvement and guidance in ensuring meeting all WHS requirements including incident management and WHS Committee.
• Development and involvement in the implementation of standardised Participant and Staff files across all participants and staff. With ongoing updates to reflect changing participant need or staff information updates.
• Implemented and ongoing supervision of the Internal Auditing Program.
• Ensuring Restrictive Practices and Reportable incidents are identified and addressed and managed in accordance with Legislation. Full awareness of legislation and use of the DCJ Restrictive Practices Portal and the NDIS Commission Portal.
• Promoting best practice in the implementation, documentation and fading out of Behaviour Support Plans.
• Ensuring that all critical incidents are managed and resolved in a comprehensive way with full debriefing and application of preventative strategies to prevent reoccurrence.
• Implemented strategies to increase participant and staff satisfaction ratings. In response to Quality Assurance and Continuous Improvement initiatives.
• Maintenance of knowledge of NDIS and DSOA guidelines to ensure full compliance with requirements including quality standards, claiming and use of portals.

Service Delivery Management

• Managed implementation of projects with Coordinators to ensure it was streamlined, consistent and productive outcomes.
• Developed detailed implementation plans based on broad guidance and direction of CEO. Consultation with Coordinators and staff throughout the implementation to ensure timely modifications are made to optimise the project outcome.
• Defined clear tasks, objectives and communicated to Coordinators and other staff members involved in implementation.
• Maintained Coordinator productivity and quality of service by establishing and maintaining clear strategies and expectations.

Business Relationships

• Maintained strong relationships with Management of Shiftcare with ongoing communication about improvements.
• Developed strong relationships with key stakeholders, ensuring long-term partnerships and mutual support (Community Hub and Western Sydney University).
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• Supervised team members to confirm compliance with set procedures and quality requirements.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Built strong relationships with participants through positive attitude and attentive response.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Worked with team to identify areas of improvement and devised solutions based on findings.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Promoted high standards through personal example to help each member understand expected behaviours and standards.
• Collaborated with other team leaders to establish shared goals and ensure alignment across teams.
• Mentored and guided employees to foster proper completion of assigned duties.
• Ensured highest standards of participant personal care and nutrition.

• Liaison with patient and family conducting extensive information sharing about Traumatic Brain Injury and what to expect in the rehabilitation process.
• Fostered a positive and supportive atmosphere, encouraging patients to ask questions and express concerns about their rehabilitation process.
• Supported therapists in conducting group therapy sessions, fostering social interaction among patients as part of their recovery process.
• Collaborated with multidisciplinary teams to optimize treatment strategies for each patient.
• Maintained a safe and clean therapy environment by adhering to infection control protocols and equipment maintenance standards.
• Assisted with the administration of therapeutic interventions, contributing to improved patient wellbeing.
• Ensured continuity of care by maintaining clear communication channels with therapists, physicians, and other healthcare providers.
• Provided support to patients during physical therapy sessions, enabling increased mobility and functionality.
• Enhanced patient satisfaction with personalized care and compassionate communication.
• Facilitated effective transitions between different stages of rehabilitation by coordinating services with external agencies and discharge planning teams.
• Promoted patient independence by teaching self-care techniques and providing adaptive equipment recommendations.
• Supported patients'' emotional well-being, providing compassionate listening during difficult times in their healing journey.
• Enhanced the quality of patient care through effective communication with interdisciplinary team members.
• Facilitated smooth transitions between acute care settings and home environments, coordinating necessary resources for continued progress in recovery.
• Worked in home with patients during their transition to family home, assisted them with self regulation and planning strategies.
• Improved patient outcomes by developing and implementing personalized rehabilitation care plans.
• Coordinated community outreach events increasing awareness on importance of rehabilitation services and available resources.

• Worked in Hospital Accident and Emergency settings (mostly) in Royal North Shore, Ryde, Hornsby, Westmead, Mount Druitt and Blacktown Hospitals.
• Worked in Westmead and Ryde Hospital Traumatic Brain Injury Units.