Tilisa Taufa
Brisbane,QLD
Summary
Dedicated professional with a versatile background in service delivery and case management. Expertise in stakeholder communications and performance improvements, focused on enhancing participant experiences and achieving organizational goals.
Overview
7
7
years of professional experience
Work History
Service Delivery Project Manager
Home C
Camp Hill, QLD
07.2025 - Current
- Led project planning sessions to define scope and requirements.
- Coordinated cross-functional teams to ensure timely project execution.
- Managed project schedules using industry-standard software tools.
- Implemented process improvements to enhance workflow efficiency.
- Analyzed risks and developed mitigation strategies for ongoing projects.
- Trained junior team members on project management best practices.
- Managed multiple projects with competing deadlines simultaneously.
- Work with service managers to ensure staffing levels, training, and rostering meet project needs.
- Oversee service delivery workflows to ensure smooth participant experiences.
- Monitor service utilisation rates and ensure participant
- Lead projects to improve or expand frontline services (e.g., support coordination, therapy, community access, accommodation services).
- Develop and manage project plans, timelines, and budgets for service delivery initiatives.
- Ensure participant services are delivered in line with NDIS Pricing Arrangements and Practice Standards.
- Monitor project progress and adjust strategies to meet participant needs and organisational goals.
- Build strong working relationships with participants, families, support coordinators, and external service providers.
- Liaise with government agencies, community organisations, and funding bodies for project alignment.
- Act as the point of contact for service delivery project updates.
- Use service delivery data to identify gaps, trends, and opportunities for improvement.
- Prepare regular progress reports for executives and boards.
- Ensure participant services are delivered in line with NDIS Pricing Arrangements and Practice Standards.
- Monitor project progress and adjust strategies to meet participant needs and organisational goals.
- Implement changes based on feedback, performance indicators, and NDIS regulatory updates.
Quality & Compliance Project Manager
Home Caring Loganlea
Camp Hill, QLD
02.2023 - 07.2024
- Developed compliance policies to align with regulatory standards and organizational goals.
- Conducted risk assessments to identify potential compliance issues within operations.
- Trained staff on compliance procedures and best practices for adherence.
- Monitored regulatory changes to ensure ongoing compliance across departments.
- Provided support in developing strategies for mitigating risks associated with non-compliance.
- Ensured effective communication of changes in regulations or policies throughout the organization.
- Provided guidance on complex regulatory issues to senior management and other departments.
- Identified bank's risk profile by directing risk and assessment control team in performing bank-wide audits.
- Created reports outlining compliance activities for executive leadership review.
- Performed research on current industry trends and developments in order to remain up-to-date on best practices.
- Monitored changes in relevant legislation and adjusted operations accordingly.
- Kept close eye on key performance indicators for food safety and reported on metrics to identify concerns.
- Served as a primary contact with regulators during external audit reviews.
- Facilitated meetings between stakeholders, including executive leadership, legal counsel, and department heads, to discuss compliance matters.
- Reviewed contracts for accuracy and ensured they meet corporate objectives while adhering to applicable law and regulation.
- Devised and deployed strategies for promoting critical health and safety standards to employees.
- Assisted clients to resolve deficiency in risk prevention, business controls and productivity.
- Maintained project compliance by reviewing contractor scope, materials and pricing take-offs to achieve competitive bidding with zero lost time accidents.
- Led project planning sessions to define scope and requirements.
- Coordinated cross-functional teams to ensure timely project execution.
- Managed project schedules using industry-standard software tools.
- Analyzed risks and developed mitigation strategies for ongoing projects.
- Ensure all services meet NDIS Practice Standards and Code of Conduct.
- Develop and update policies, procedures, and workflows to align with legislation and NDIS guidelines.
- Monitor compliance through regular internal audits and spot checks.
- Prepare and submit compliance reports to senior management and regulator
- Lead preparation for NDIS Certification or Verification Audits.
- Conduct gap analyses to identify risks or non-compliance issues.
- Manage incident investigations, root cause analysis, and risk mitigation strategies.
- Maintain accurate and up-to-date compliance records.
- Develop and deliver compliance and quality training for staff.
- Keep the team updated on changes to NDIS rules, price guides, and legislation.
- Mentor managers and team leaders on embedding compliance into everyday practice.
- Lead quality improvement projects, such as new record-keeping systems or risk management tools.
- Coordinate with IT, HR, and service delivery teams to implement compliance-related changes.
- Track project timelines, budgets, and outcomes, and report progress to executives.
- Liaise with NDIS Quality and Safeguards Commission during audits or investigations.
- Work with external auditors, consultants, and government agencies.
- Foster a culture of transparency and accountability across the organization.
- Trained junior team members on project management best practices.
NDIS Case Manager
centacare
Stones Corner, QLD
04.2021 - 01.2023
- Coordinated client assessments and developed individualized care plans.
- Managed case files and documented client interactions accurately.
- Communicated with healthcare providers to ensure comprehensive care delivery.
- Conducted regular follow-ups to monitor client progress and needs.
- Facilitated resource referrals for clients to access additional support services.
- Collaborated with multidisciplinary teams to enhance service delivery options.
- Assisted clients in navigating social services and community resources effectively.
- Provided crisis intervention support during critical client situations.
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
- Monitored client progress through regular follow-up contacts.
- Maintained accurate case records and documentation according to agency guidelines.
- Assessed clients' needs, developed service plans and monitored progress towards goals.
- Counseled clients on available resources within the community that could help meet their needs.
- Compiled reports on cases and submitted them to supervisors as required.
- Assisted individuals with eligibility for available benefits.
- Advised clients on how best to manage their finances while living independently or receiving government assistance.
- Help allocate plan funds across services.
- Track budget utilization so participants don’t overspend or underspend their NDIS funding.
- Assist with service agreements – confirming costs align with NDIS price limits.
- Monitor provider invoices to ensure correct rates and no overcharging.
- Help with plan reassessments – providing evidence for more or different funding.
- Identify funding shortfalls and recommend adjustments for the next plan period.
- Assessed client needs and developed individualized care plans.
Mental Health Support Worker
Centacare
Brisbane City , QLD
10.2020 - 02.2021
- Provided emotional support to clients facing mental health challenges.
- Facilitated group therapy sessions to promote peer support and engagement.
- Documented client progress and reported changes to the care team.
- Educated clients on coping strategies and self-care techniques.
- Maintained a safe and supportive environment for all clients in care.
- Provided emotional and psychological support to clients in crisis situations.
- Assisted clients with daily living activities such as meal planning, medication management, budgeting.
- Assisted clients in developing individualized treatment plans and goals.
- Developed educational materials for use during group therapy sessions or individual counseling sessions.
- Monitored client progress toward meeting goals outlined in their treatment plan.
- Educated clients about mental health issues and available community resources.
- Provided mental health support services to members and families.
- Encouraged positive behaviors through rewards systems or incentives programs.
- Responded promptly to crisis calls from clients or family members.
- Used meditation, play therapy and visualization to support clients in meeting therapeutic goals.
- Helped clients deal with substance abuse, mental illness and other concerns by delivering personalized counseling support.
- Presented social programs to educate community and improve participation in counseling services.
- Provided leadership and coordination of various programs using techniques in behavior management and prevention strategies.
- Assessed patients in active drug and alcohol withdrawal and provided interventions to manage physical and psychological withdrawal symptoms.
- Developed and maintained a therapeutic rapport with patients to facilitate recovery.
- Utilized evidence-based practices to guide treatment interventions.
Care Coordinator - Agedcare
Envigor
Waterfood West, QLD
02.2019 - 10.2020
- Coordinated patient care plans with healthcare providers and families.
- Assisted patients in navigating healthcare services and resources.
- Monitored patient progress and adjusted care plans as needed.
- Maintained accurate client records in accordance with agency policies and procedures.
- Collaborated with physicians, social workers, and other healthcare providers to provide comprehensive care for patients.
- Provided emotional support to patients dealing with difficult health issues.
- Developed individualized service plans based on assessment findings.
- Supported clients during hospital admissions and discharges.
- Developed medical programs that promoted community health and research.
- Recruited, hired and trained new medical and facility staff.
- Kept informed of advances in medicine and computerized diagnostic and treatment equipment.
- Reviewed non-contracted instrumentation for spine surgeries and initiated vendor contract evaluations in conjunction with operations staff and orthopedic spine and neurological spine specialists.
- Managed changes in integrated health care delivery systems and technological innovations while keeping focus on quality of care.
- Planned and implemented programs for health care or medical facilities supporting personnel administration and training.
- Updated procedures necessary for compounding, mixing, packaging, and labeling medications.
Education
BBA - Psychology And Social Science
Western Sydney University
Sydney, NSW08-2025
Diploma of Nursing And Patient Care -
Alison University
01-2024
Diploma of Community Services - Community Services
Skills Certified
01-2020
Skills
- Stakeholder communications
- Staff management
- Systems implementation
- Schedule management
- Performance improvements
- Conflict management
- Strategic planning
- Project management
- Care planning
- Risk analysis
- Compliance monitoring
- Case management
- Service coordination
- Interpersonal communication
Timeline
Service Delivery Project Manager
Home C
07.2025 - Current
Quality & Compliance Project Manager
Home Caring Loganlea
02.2023 - 07.2024
NDIS Case Manager
centacare
04.2021 - 01.2023
Mental Health Support Worker
Centacare
10.2020 - 02.2021
Care Coordinator - Agedcare
Envigor
02.2019 - 10.2020
BBA - Psychology And Social Science
Western Sydney University
Diploma of Nursing And Patient Care -
Alison University
Diploma of Community Services - Community Services
Skills Certified
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