Sarah Malone
Carindale,Queensland
Summary
A conscientious professional with extensive experience advocating for social and economic well-being within community services sectors. A strong background in service delivery within NDIS, mental health, disability, My AgeCare and homelessness. A focus in developing and maintaining positive relationships and networks, collaborating with government, NGO, Allied health, QLD Education, ADO, DCS, QPS and housing providers.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. A strong working ethic that is empathetic, and participant orientated.
Overview
22
22
years of professional experience
Work History
Client Service Manager
Hope And Care Community Services
02.2024 - Current
- Provide strategic and operational leadership and management for SIL, STA, In-home and CAS services, achieving inclusive outcomes for individuals and families.
- Identifying core advocation for advanced support work.
- Implement end to end therapeutic care model.
- Provide direction and leadership to employees, ensuring they understand strategic and operational objectives and how they translate into service delivery plans.
- Oversee, develop and maintain the policy and processes.
- Identify and mitigate risks through training.
- Build and maintain strong relationships with key stakeholders, NDIS participants, families that is person-centred and focused on high performance, collaboration, care and continuous improvement.
- Collaborate with internal departments to streamline processes and enhance service delivery.
- Monitor reporting to ensure that contractual requirements are being met within defined timelines.
- Implementing necessary reporting for RP.
- Ensure long term sustainability of funding for core services and programs through innovation and outstanding service delivery,
- Lead, manage and develop care team staff in group homes to achieve operational and organisational outcomes under Client service managers guidance.
- Provide formal and informal support and supervision, with formal supervision occurring on a monthly basis supporting professional development and performance.
- Successful and sustainable profile matching inline with funding.
- Continually consulting/communication with participants, their families, guardians and stakeholders to ensure that they have choice and control regarding the supports they receive.
- On-call.
Service Manager NDIS
Cocoon SDA Care
06.2023 - 02.2024
- Managing up to 16 SDA, STA, SIL homes, single and multi tenanted homes for participants with mental health and disability
- Developing and maintaining community partnerships and relationships - community, government, peer organisations and corporate organisations
- Recruitment, mentorship and leadership across multiple teams ensuring person-centred support is provided
- Ongoing development of support / care plans inline with individual goal development and diagnoses
- Management of restrictive practices and incident reporting, necessary projected data recording for ongoing support
- Facilitate intake and assessment of new participants, liaising with all stakeholders
- Identifying training gaps, improving service delivery and participant retention
- Supporting internal growth and development motivating and leading a team that supports
- Profile tenant matching
- Managing change management
- Roster management
- Management of service agreements and ROC's
- On-call
SLES Disability Employment - Program Manager
Uniting Care
06.2022 - 06.2023
- Designed and managed Uniting Care Employment program, supporting school to work transition into open or supported employment
- Team Management and development
- Management of service agreements & ROC
- Working within a client centered framework, developing soft employment skills through individualized goal setting and correct support worker management
- Strong focus on relation management, collaboration and networking within public and private education sectors, support coordinators, health providers, training institutions and employment providers
- Managing, reviewing, and assisting participants individual NDIS plan
- Reporting and KPI management in accordance to the program and funding streams
- Rostering
- Management/Implementation Co-Design program
Homeless Outreach Team Leader
Footprints
04.2021 - 06.2022
- Developing and implementing a homeless outreach program, collocating and collaborating with Bayside HSC. Supporting clients to make informed choices regarding their current crisis and recovery
- Managing a team of peer and support workers offering crisis outreach supports
- Undertake effective case coordination in collaboration with external stakeholders
- Implement and review goal care plans collaboratively with clients
- Developing, collaborating and sustaining positive relationships with clients and their supports, primary health networks, housing providers, DCS, QPS and AOD services.
- Supporting clients to stabilize all aspects of their housing needs, health, mental health, and physical needs
- Utilizing SHIP and QHIP to maintain accurate documentation
- Managing a team of: Case managers, Case workers, and peer supports
- Conducting weekly team meetings, monthly supervisions.
Mental Health - Housing and Recovery Case Manager
Footprints
01.2018 - 04.2021
- Providing individualized 12 months case management support to clients with a mental health diagnosis, who are also at risk of homelessness.
- Providing psychosocial interventions and support to encourage greater stability in their recovery and accommodation, enhancing personal responsibility, increasing self-determination and improve life choices
- Introduce and encourage focus on health and wellbeing concepts and strategies to enable clients to self manage their condition
- Collaborate with both government and NGO's maintaining and building on working relationships
- Working with HSC, PHN, DCS, Myage Care, DV agencies
Owner/Operator
Socks And Undies
04.2015 - 08.2019
- Managing e-commerce business
- Creating annual buying calendar
- Creative marketing on social medial platforms
- Supplier contracts, exclusive lines
- Website management and development
Owner/Operator
Label Power
01.2007 - 03.2014
- Accounts payable
- Management of 32 staff
- Employment processes
- Trade shows
- Creative marketing
- Website management
Franchise Coordinator Marketing Assistant
Beds R Us
09.2002 - 12.2006
- Managing franchise group of 48 stores
- Creating national advertising campaigns
- Creating content scripts and visuals for TVC and radio
- Creating advertising templates
- Managing all administrative duties
- Creating exclusive products for the group
- Mapping territories for future license agreements
- Managing national functions, product launches and AGM's
Education
Diploma of Community Services
Kirana College
Brisbane, QLD2018
B-Tech National Diploma Performing Arts
Salisbury College
Salisbury UK07.1996
GSCE's
Kingdown School
Warminister UK07.1994
Skills
- Team Leadership and Management
- Service Delivery NDIS
- Tenancy: Management, Advocacy
- Relationship Management
- Project Management
- NDIS Compliance
- Communication
- Team Building
- Complex Problem-Solving
- Psychosocial Assessment
- Trauma-informed Practice
- Motivational Interviewing
- Disaster Recovery
- Case Documentation
Volunteer
Cancer Council - Wig fitting
Reference
Nickola Zeeuwen - Uniting Care
Ph: 0449 038 573
Jayne Morris - Cocoon SDA Care
Ph: 0428 977 187
Timeline
Client Service Manager
Hope And Care Community Services
02.2024 - Current
Service Manager NDIS
Cocoon SDA Care
06.2023 - 02.2024
SLES Disability Employment - Program Manager
Uniting Care
06.2022 - 06.2023
Homeless Outreach Team Leader
Footprints
04.2021 - 06.2022
Mental Health - Housing and Recovery Case Manager
Footprints
01.2018 - 04.2021
Owner/Operator
Socks And Undies
04.2015 - 08.2019
Owner/Operator
Label Power
01.2007 - 03.2014
Franchise Coordinator Marketing Assistant
Beds R Us
09.2002 - 12.2006
Diploma of Community Services
Kirana College
B-Tech National Diploma Performing Arts
Salisbury College
GSCE's
Kingdown School
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