Secretary of the Greenbank State School P&C 2 years running
Sarah Robinson
New Beith,QLD
Summary
Experienced NRAS Coordinator with 9+ years of experience in supporting my organization to maintain compliance with government regulations and policies.
Expertise in coordinating compliance initiatives, conducting staff training on regulatory standards, and preparing compliance reports. Skilled at interpreting and applying complex laws to day-to-day operations, ensuring the company remains in full compliance with Federal and State authorities.
Proven track record in rapport building, leading my team to the deadline for 9 years and counting.
Overview
9
9
years of professional experience
1
1
Certification
Work History
NDIS Plan Management Support
IN CHOICE PLAN MANAGEMENT
07.2024 - Current
- Delivered exceptional customer service to new and existing plan management clients, suppliers, and stakeholders, ensuring satisfaction and engagement
- Supported clients with seamless NDIS plan renewal, rollover, and extension processes, optimizing their experience
- Effectively liaised with clients, Support Coordinators, and Local Area Coordinators to facilitate communication and service delivery
- Managed NDIS Plan Management's inbox, promptly addressing email inquiries and verifying invoices for accuracy
- Executed comprehensive accounting functions within NDIS Plan Management, including data entry in Careview, service booking creation, database maintenance, and budget reviews
- Ensured timely and accurate processing of claims and payments in accordance with the Plan Management service agreement
- Conducted general administration duties for projects, maintaining efficiency and organization
- Provided courteous and efficient responses to inquiries from both internal and external customers
Mental Health Support Worker
Self Employed
03.2024 - Current
- Deliver person-centered care to individuals with complex mental health needs, addressing behaviors such as self-harm, substance use, and impulsive decision-making
- Implement effective crisis intervention and de-escalation techniques to ensure client safety and well-being
- Maintain meticulous documentation to monitor and track client progress with accuracy and timeliness
- Cultivate a safe and supportive environment to encourage positive behaviors and healthy relationships
- Provide essential emotional support and guidance to empower clients in their recovery journey
- Stay informed on best practices in mental health support, actively contributing to continuous improvement initiatives
Compliance Administrator and Coordinator
NRAS AMC
10.2015 - Current
- Led a high-performing team of 9 to efficiently submit 2,750 claims, driving $30.25 million annually for Affordable Housing Investors
- Ensured Quality Assurance for all NRAS dwellings within our portfolio, enhancing compliance and operational excellence
- Conducted performance analysis by delivering weekly staff reports to the Director and General Manager to inform strategic decision-making
- Executed forward planning by analyzing data and trends to guide business direction and growth
- Resourced, interviewed, and trained new staff to fortify team capabilities and operational efficiency
- Provided expert advice on staffing needs and employment contract allocations, aligning resources with business goals
- Fostered effective communication among all stakeholders, including Investors, the Department of Social Services, Australian Catholic University, Property Managers, and tenants
- Interpreted and implemented changes in legislation based on directives from the DSS, ensuring the team remained compliant
- Trained team members on software updates, legislative changes, and revised procedures to maintain operational agility
- Developed and maintained comprehensive document and database controls to streamline business operations
- Coordinated teamwork and adhered to deadlines through effective communication in a remote setting, sustaining high motivation levels
- Managed and documented all complaints and issues within the business, enhancing service quality and stakeholder satisfaction
- Stayed current on emerging regulatory changes, ensuring timely updates to internal policies and procedures.
- Provided training to employees on essential compliance topics, increasing overall awareness and understanding.
- Served as liaison between management and staff on matters related to ethics, integrity, and compliance concerns or inquiries.
- Streamlined processes for increased efficiency in monitoring and reporting compliance activities.
- Reduced risk exposure by conducting regular risk assessments and implementing mitigation strategies.
- Collaborated with cross-functional teams to address any identified compliance issues promptly.
- Educated employees by conducting compliance training programs and issuing periodic communications to refresh knowledge of compliant work practices.
- Provided company information and policies to customers upon inquiry and answered questions via phone and email.
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
- Described product and service details to customers to provide information on benefits and advantages.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Enhanced customer satisfaction by providing timely and accurate information on applications and risk assessments.
- Balanced competing priorities effectively while consistently meeting deadlines in a fast-paced work environment.
- Collaborated with team members to achieve monthly KPI targets through upselling strategies.
- Managed high call volumes during a rental crisis while maintaining a calm and pleasant demeanour and professional attitude.
- Offered additional resources or referrals to customers as needed, demonstrating commitment to their satisfaction beyond the initial interaction.
- Handled escalated customer concerns with diplomacy and tact, finding agreeable solutions that satisfied both parties.
Education
Diploma of Human Resources -
SWINBOURNE UNIVERSITY
01.2019
Diploma of Counselling -
AUSTRALIAN COLLEGE OF APPLIED PSYCHOLOGY
01.2015
Skills
- Analytical mindset
- Training delivery and Policy Writing
- Regulatory examinations
- Document analysis and review
- Compliance and Legislation Interpretation
- Quality control and reporting
- Administrative writing
- Developing compliance programs
- Cross-functional coordination
- Conducting audits and overseeing
- Building rapport
Certification
- Blue Card
- NDIS Worker Screening
- Open Licence
- First Aid Certificate
Interests
Timeline
NDIS Plan Management Support
IN CHOICE PLAN MANAGEMENT
07.2024 - Current
Mental Health Support Worker
Self Employed
03.2024 - Current
Compliance Administrator and Coordinator
NRAS AMC
10.2015 - Current
Diploma of Counselling -
AUSTRALIAN COLLEGE OF APPLIED PSYCHOLOGY
- Blue Card
- NDIS Worker Screening
- Open Licence
- First Aid Certificate
Diploma of Human Resources -
SWINBOURNE UNIVERSITY
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