ROCHELLE MACDONALD
Victoria Point,QLD
Summary
Experienced Support Coordinator with proven ability to manage and optimize client support services. Adept at coordinating resources and resolving complex client issues and leading teams to enhanced client satisfaction. Demonstrated strong communication and management skills in ensuring seamless service delivery and cross-functional team collaboration.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Disability Support Coordinator
Silverheartcare - Service Contractor
08.2021 - Current
- Lead teams efficiency through facilitating regular meetings and identifying strategies for improved service delivery to clients.
- Manage multiple caseloads efficiently, ensuring timely completion of tasks and effective communication with clients, support teams and stakeholders.
- Streamline client onboarding processes by implementing efficient data collection methods and reducing paperwork for innovation and continuous improvement of processes.
- Foster partnerships with local service providers to enhance resource networks available to clients in need of specialized assistance or referrals.
- Provide ongoing training to team members on best practices of support services, promoting professional development for continuous improvement within the scope of their role.
- Facilitate meetings and support collaboration with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
- Develop tailored support plans for diverse clientele, identifying unique needs, goals and their right to choice and control.
- Identify and monitor approaches to business, case and risk management with optimized office operations and compliance adherence processes.
Disability Support Worker
Silverheartcare - Service Contractor
11.2020 - 08.2021
- Managed caseload to satisfy multiple clients with diverse needs.
- Coordinated access to healthcare providers to drive continuity of care, including multidisciplinary meetings.
- Participated in ongoing professional development opportunities to stay current on best practices within the disability support field.
- Conducted regular assessments of client needs to identify potential areas of growth or improvement within their care plan structure.
- Developed partnerships and facilitated community integration for clients by engagement across multiple platforms.
- Maintained detailed daily logs with care actions, patient behaviours, and incidents.
- Assessed risks and provided crisis intervention services to individuals facing medical, emotional and mental health challenges.
Certified Nursing Assistant
McKenzie Aged Care Group
07.2018 - 11.2020
- Oversaw and maintained functions of resident rooms, group living areas and nurse stations.
- As shift leader, monitored team with allocated care schedule while supporting and following direction from Registered nurse.
- Managed communication between nursing staff, residents and families for continuous improvement of care outcomes.
- Actively participated in team meetings to support effective care strategies for positive core outcomes.
- Adhered to company charter and accreditation requirements through consistent training of internal changes, policies, procedures and national Aged Care Standards.
Certified Nursing Assistant
Vacenti Aged Care (Marebello)
06.2014 - 07.2018
- As Certified Medication Carer, delivered direct medication administration to residents, ensuring accurate dispensing and completion of electronic and paper documentation protocols.
- Maintained regular team meetings with Registered nurse, to implement team leader tasks allocated to Medication Carers and manage changes, risks or concerns regarding residents, care staff or procedures.
- Adapted care practices to meet needs of diverse residents while advocating for their rights and needs, ensuring respectful and ethical care.
Kitchen Designer
Rochelle Interior Design - Service Contractor
04.2010 - 12.2014
- Representing Freedom Kitchens, provided professional kitchen design services.
- Attend in home/onsite consultation, producing 3D digital kitchen plans and price presentation.
- Upsell and cross sell products at every opportunity.
- Complete business administration functions including book keeping, client files and invoicing.
Insurance Consultant-Branch Officer
AAMI Insurance
05.2006 - 03.2010
- Claim Manager - lead end to end sales and claim processes for clients of Home and Motor insurance policies.
- Proficient in use of Mars, Protect and CMS software systems.
- Coordinate with management to address complex policy issues or disputes, providing expert guidance in the resolution process.
- Lead team building to collaboratively reach targets and consistently meeting or exceeding personal quotas.
Manager (Sole Trader)
Rochelle Design
05.2000 - 09.2007
- Designed and developed a niche framing product, supplying retail stores in Melbourne, Geelong and regional Victoria.
- Increased business portfolio and income by 300% within a 12-month period.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Fostered partnerships with industry suppliers enhancing company's reputation and creating new business opportunities.
Personal Carer (Alzheimer's Unit)
Eventide Homes (Aged Care)
11.1992 - 10.1998
- As a team member of the initial management team of 'Personal Carers', whom managed the first Australian Dementia Care Unit, trialled with nil onsite qualified nurses or supervisors (prior to changes of Australian Aged Care Standards).
- Produced detailed case studies and implemented personal care programs and record keeping for residents with moderate to severe stage of Alzheimer's disease.
- Independently managed 14 residents and provided high level of care whilst as a team continually sought opportunities to improve processes to support this innovative approach of care.
Intellectually Disabled Skills Officer
Community Services Victoria
01.1990 - 11.1992
- Managed a portfolio of clients with intellectual disabilities who lived in their community or shared home who required significant support.
- Managed and undertook rare cases of people who had violent nature or been neglected and isolated from society, building rapport to gain trust with government agencies, to enable support in their specific situation as they required specialist care.
- Managed and compiled care plans, connecting clients to community and government agencies for best outcomes.
Training Intellectually Disabled Skills Officer
Pleasant Creek Training Centre
01.1989 - 01.1990
- Provided care to clients living with severe intellectual and physical disabilities in an institutional environment.
- Monitored, supervised and managed challenging behaviours ensuring all clients have freedom of mobility whilst remaining in a safe environment.
- Delivered high level of care including safe use of equipment, maintaining adherence to facility WHS, policy and procedures and aligning with industry regulations.
Education
Certificate IV in Mental Health - Healthcare And Community Services
Kelly Colleges International
Newmarket, QLDCertificate III in Aged Care - Healthcare And Community Services
College Australia
Southport, QLDStawell Technical College
Stawell, VictoriaBroadmeadows West Technical School
Broadmeadows West, VictoriaSkills
- Team leadership and management
- Business management
- Collaborative stakeholder engagement
- Case management
- Deliver personalised support
- Financial management
- Strategic goal setting
- Contract administration
Certification
- Certified CPR Australia Wide First Aid - 2021
- Certified First Aid+CPR Australia Wide First Aid - 2020
- Certified Understanding Dementia, University of Tasmania - 2020
- Certified Preventing Dementia, University of Tasmania - 2020
- Certified - Medication Competency, National Care Solutions - 2016, 2017
- Certified Dementia Care Training Program, TAFE South Australia - 1998
Professional Development
Understanding NDIS individualised living options (ILO) seminar - 2024
Supporting NDIS participants to leave hospital - 2023
Disability workshop on NDIS individualised living options, supported independent living and specialised disability accommodation - 2022
Clearances
NDIS worker screening clearance, Dept child safety, seniors and disability services - 2024
Police check report, National crime check - 2023
Timeline
Disability Support Coordinator
Silverheartcare - Service Contractor
08.2021 - Current
Disability Support Worker
Silverheartcare - Service Contractor
11.2020 - 08.2021
Certified Nursing Assistant
McKenzie Aged Care Group
07.2018 - 11.2020
Certified Nursing Assistant
Vacenti Aged Care (Marebello)
06.2014 - 07.2018
Kitchen Designer
Rochelle Interior Design - Service Contractor
04.2010 - 12.2014
Insurance Consultant-Branch Officer
AAMI Insurance
05.2006 - 03.2010
Manager (Sole Trader)
Rochelle Design
05.2000 - 09.2007
Personal Carer (Alzheimer's Unit)
Eventide Homes (Aged Care)
11.1992 - 10.1998
Intellectually Disabled Skills Officer
Community Services Victoria
01.1990 - 11.1992
Training Intellectually Disabled Skills Officer
Pleasant Creek Training Centre
01.1989 - 01.1990
Broadmeadows West Technical School
Certificate IV in Mental Health - Healthcare And Community Services
Kelly Colleges International
Certificate III in Aged Care - Healthcare And Community Services
College Australia
Stawell Technical College
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