Rebecca Yien
CARNEIGIE,VIC
Summary
Dynamic professional with extensive experience, specialising in financial modeling and stakeholder engagement. Proven ability to enhance participant transitions and achieve successful NDIS submissions. Recognised for strong leadership and analytical skills, promoting inclusive practices while maintaining high standards of support and safety management. Dedicated to continuous improvement and active community engagement.
Overview
10
10
years of professional experience
Work History
Customer Planning Officer / SIL Analyst – Operatio
Aruma Services
Carnegie, 3163, VIC, VIC
07.2023 - Current
- Conduct Reverse Engineering and financial modelling for existing and prospective SIL participants to ensure alignment with NDIS funding allocations.
- Finalise SIL financial models to support participant transitions and enhance site-level financial sustainability.
- Provide expert review and recommendations for a range of NDIS submissions, including:
- Change of Situations (COS)
- S41 Reviews (Review of Reviewable Decisions)
- S47 Internal Reviews
- Administrative Appeals Tribunal (AAT) matters.
- NDIS Plan Reviews.
- Partner with Home & Living Operations to ensure participants are supported safely and in line with approved NDIS funding.
- Collaborate with Roster Excellence, Support Coordinators, and Behaviour Support Practitioners to coordinate and review submission evidence.
- Advise internal stakeholders on participant risks, funding gaps, and appropriate support strategies to strengthen submission outcomes.
Diversity & Inclusion Working Party Member
Aruma Services
Carnegie, 3163, VIC, VIC
06.2022 - Current
- Engaged in Aruma’s Diversity & Inclusion Working Party since 2023 to foster a respectful workplace environment.
Partnered with colleagues to advance initiatives focused on Culturally and Linguistically Diverse (CALD) communities.
Played a key role in amplifying diverse voices, supporting equity initiatives aligned with strategic objectives.
Promoted embedding of inclusive practices within organizational frameworks.
Service Lead, Community
Aruma Services
Carneigie
01.2022 - 07.2023
- Supports on boarding new customers including meet and greets and discussions with possible staff matches for supports in (establishing relationships with MC )
- Attend customer care team meeting with external stakeholders
- Buddy shifts and consultation with families around new supports
- Data collection and coordination - Meetings with clinicians and therapists to discuss care plans and support strategies for customers and proposed training sessions for staff
- Liaising with internal and external key stakeholders
- Structured review/planning meeting with customer prior to NDIS plan review, identifying new goals and costs
- Regular meetings/reports with customers/families to discuss/review supports
- Direct support and intervention with customers as needed.
- Assisting with changes to customer supports
- Maintaining customer ledgers Timesheet approvals
- Rostering
- Recruitment of DSW’s
- Daily customer/staff support
- Formal support and development of allocated staff including casuals
- Monthly team meeting/s
- Observation and practice coaching
- Staff competency assessments
- Site orientations/ inductions
- Mentoring DSW’s in Active Support
- Assisting staff to return to the workplace, with support after an injury
- Performance management of staff in consultation with HR • Action Staff grievances in consultation with MC & HR • Reward and recognition • Emergency Aft
- Maintaining Quality and Safety of Staff
- Discuss SA/SoS with customer before signing
Disability Support Worker
Scope Australia
MELBOURNE, VIC
08.2017 - 01.2022
- Maintained daily living standards by assisting clients with personal hygiene needs.
- Planned and prepared nutritious meals and snacks to meet diabetic, low sodium and high protein diets.
- Recorded patient temperature, pulse and blood pressure to monitor health and well-being.
- Liaised with supervisor to review cases and improve care.
- Coordinated doctor appointments, exercise, recreation and family visits to maintain schedule.
- Administered medication to patients according to strict schedules.
- Prepared all required treatment records and reports.
- Transported patients to social activities and doctors appointments
- Provide emotional support
- Guided clients in development of skills and strategies for dealing with individual problems.
Manager of Business Development and Sales
Oz Hairdressing and Beauty
Dandenong, VIC
02.2015 - 08.2017
- Developed and implemented new sales strategies to update product lines.
- Researched and capitalized on emerging opportunities to build business and expand customer base.
- Oversaw management and implementation of new revenue strategies, sales initiatives and customer engagement tactics to increase market share.
- Tracked monthly sales to generate reports for business development planning.
- Increased repeat customer base by maintaining relationships with high-profile clients and effectively managing service issues.
- Contacted customers via phone and email to explore connections, offer services and cement relationships.
- Cultivated strong professional relationships with suppliers and key clients to drive long-term business development.
Education
Certificate IV - Aged Care
Care Training Institute
Dandenong04.2016
Certificate IV in Disability - Disability
Care Training Institute
Dandenong04.2016
Certificate III in Home and community care -
Care Training Institute
Dandenong01.2014
Current First Aid/ CPR certificate Current Victorian Police check Current working with Children check Manual Handling and Infection Control certificate -
Skills
- Leadership and decision-making
- Conflict resolution and flexibility
- Time management and organization
- Computer proficiency
- Team building and collaboration
- Communication and writing skills
- Relationship building and stakeholder engagement
- Analytical thinking and data analysis
- Safety management and first aid/CPR
- Positive behaviour support (PBS)
- NDIS course completion
- Financial modeling and risk assessment
- Reverse engineering expertise
- Service coordination and quality assurance
- Project management and problem solving
- Critical thinking and environmental planning
- Community engagement and customer service
- Reliability and process improvement
References
Loretta Wood
Customer Planning and Liaison Manager | Operational Performance Unit | Aruma Services
Email: loretta.wood@aruma.com.au
Phone: +61 4 9950 2461
Nyatot Makuach
Founder | Ozafrican Hairdressing and Beauty
Email: ozafricanhairdressing@gmail.com
Mobile: 0423766514
Tibisa James
Personal reference
Email: tibisajames77@gmail.com
Mobile: 0406271462
Timeline
Customer Planning Officer / SIL Analyst – Operatio
Aruma Services
07.2023 - Current
Diversity & Inclusion Working Party Member
Aruma Services
06.2022 - Current
Service Lead, Community
Aruma Services
01.2022 - 07.2023
Disability Support Worker
Scope Australia
08.2017 - 01.2022
Manager of Business Development and Sales
Oz Hairdressing and Beauty
02.2015 - 08.2017
Certificate IV - Aged Care
Care Training Institute
Certificate IV in Disability - Disability
Care Training Institute
Certificate III in Home and community care -
Care Training Institute
Current First Aid/ CPR certificate Current Victorian Police check Current working with Children check Manual Handling and Infection Control certificate -
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