Sara Marmo
Wallan, Victoria ,VIC
Summary
Highly-motivated and experienced professional with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
23
23
years of professional experience
Work History
Portfolio Manager- Retirement Living/ Affordable Housing
Uniting Vic Tas
01.2023 - Current
- This role provides oversight of Uniting retirement village portfolio of 205 units across twelve villages
- Responsibilities provide oversight of village operations including but not limited to managing sales, complaints, and facilitation of the annual resident meetings
- Changes within the organisation and flow on impact from previous mergers required my role to expand and include oversight of the responsive and cyclical maintenance, along with completion of inspections, audits and scopes for capital works planning
- Key achievements have included improvement of overall service delivery and resident by reducing occupancy, increased sales and improved maintenance response times, including a cyclical maintenance plan
- Due to the front-line involvement required, I have been able to provide the organisation with an asset plan and business case for the FY24/25 FY to aid their wider lifecycle plan for the housing and property team, given our villages are late 70s-90s builds
- The inspections and quality audits completed has led to a review of the scope of works for gardening and cleaning across our villages by Senior Managers and the procurement team.
Manager- Home Care Packages
Omni Care
05.2022 - 01.2024
- This position is responsible for the effective promotion, implementation and operation of home care packages which are responsive to client centred and compliant with all relevant governance and administrative requirements
- Key achievements include providing support and education to the team around best practice, implementing regular team meetings and individual supervision, reducing complaints, improving responsiveness and management of feedback, complaints and incident reporting, increasing staff capacity through recruitment and training, and reviewing and implementing policy and process improvements.
Area Manager -Victoria / Area Manager-South East Victoria
Care Connect
07.2021 - 05.2022
- Increased growth, reduction in defections and staff retention in the South East region
- Maintained compliance in line with the Aged Care Quality and Safety Standards
- Successful integration of new model following restructure, including promotion to Area Manager and introduction of Team Leaders
- Responsible for leadership and management of front line staff, financial control and reporting, business development and marketing, customer service excellence, and provider partnerships.
Locum Case Manager-Home Care Packages
McArthur
12.2020 - 05.2021
- Admission of new clients onto program, case management for older persons with complex needs, and roving coverage during pandemic and holiday leave period.
Area Manager-North East, Victoria
Care Connect
10.2019 - 10.2020
- Reversed unmet standard to 'met' after secondary contact visit, successful integration of local area teams, reduction of client complaints, and lowest exit defection percentage nationally
- Responsible for leadership and management of front line staff, financial control and reporting, business development and marketing, customer service excellence, and provider partnerships.
Community Liaison Coordinator- Victoria (20 Homes)
JAPARA
01.2014 - 07.2019
- Maximized occupancy across portfolio in Victoria and Tasmania, focused on business development, building relationships, and raising the profile of homes locally
- Key achievements include bringing elderly people from culturally diverse backgrounds together for social activities and events, implementing a private flexible respite program, and achieving maximum occupancy for new developments.
Locum Senior Case Manager
McArthur
09.2013 - 01.2014
- Case management for older persons with complex needs, assessment, planning, ongoing service coordination, and management of individual budgets.
Program Manager
annecto- the people network
05.2011 - 07.2013
- Managed daily operations of the program, focused on leading the team through change, building networks, and growth within the Western region
- Key achievements include transforming a poor functioning team to a highly functioning and valued team environment, undergoing accreditation, and implementing process improvements.
Locum Case Manager
McArthur
10.2010 - 01.2011
- Case management for people with ABI and older persons with complex needs, assessment, planning, ongoing service coordination, and management of individual budgets.
Case Manager, Community Aged Care Programs
Royal Freemasons
01.2008 - 01.2010
- Case management for older persons with complex needs, assessment, planning, ongoing service coordination, and supervision of support staff.
Team leader, Resident Support Services (Aged & Disability)
Wyndham City Council
01.2005 - 01.2008
- Recruitment and supervision of home care workers, coordination of RTW program.
Care Coordinator, Williamstown and Port Melbourne Hostel
Wintringham
01.2002 - 01.2005
- Recruitment and supervision of staff, care planning, admission and discharge of residents, and managing respite vacancies.
Education
Ability to Execute (A2E) Leadership program -
McKinsey Academy
01.2023
Ad Diploma Management -
Customised Training
01-2012
Ad Diploma Disability -
Customised Training
01-2012
Certificate IV Workplace Training and Assessment -
Victorian Association of Aged Care and Health
01.2004
Certificate III Aged Care -
Brite Institute
01.2003
Skills
- Strong customer service skills
- Excellent interpersonal, communication (listening, written and verbal), facilitation and liaison skills
- Ability to manage deadlines and prioritize work
- Leadership skills and experience
- Manages teams to KPIs; drives accountability and performance
- Ability to drive and improve systems and processes
- Strong financial acumen; experience in managing a cost center / operational budget
- Demonstrated understanding of Aged Care sector: Aged Care Act and aged care standards
- Ability to handle client objections and complaints and manage stakeholder expectations
- Demonstrated strong relationship building skills with internal and external parties; able to build rapport, credibility & trust
- Ability to oversee and ensure delivery of responsive and cyclical maintenance programs, along with capital works within village settings
References
References available upon request.
Timeline
Portfolio Manager- Retirement Living/ Affordable Housing
Uniting Vic Tas
01.2023 - Current
Manager- Home Care Packages
Omni Care
05.2022 - 01.2024
Area Manager -Victoria / Area Manager-South East Victoria
Care Connect
07.2021 - 05.2022
Locum Case Manager-Home Care Packages
McArthur
12.2020 - 05.2021
Area Manager-North East, Victoria
Care Connect
10.2019 - 10.2020
Community Liaison Coordinator- Victoria (20 Homes)
JAPARA
01.2014 - 07.2019
Locum Senior Case Manager
McArthur
09.2013 - 01.2014
Program Manager
annecto- the people network
05.2011 - 07.2013
Locum Case Manager
McArthur
10.2010 - 01.2011
Case Manager, Community Aged Care Programs
Royal Freemasons
01.2008 - 01.2010
Team leader, Resident Support Services (Aged & Disability)
Wyndham City Council
01.2005 - 01.2008
Care Coordinator, Williamstown and Port Melbourne Hostel
Wintringham
01.2002 - 01.2005
Ability to Execute (A2E) Leadership program -
McKinsey Academy
Ad Diploma Management -
Customised Training
Ad Diploma Disability -
Customised Training
Certificate IV Workplace Training and Assessment -
Victorian Association of Aged Care and Health
Certificate III Aged Care -
Brite Institute
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