Sharon Waters
Scarborough
Summary
Enthusiastic Disability Case Manager at IndigiCare Connect with a passion for enhancing client outcomes through effective case management and relationship building. Skilled in documentation and client support, I successfully implemented and streamlined processes, empowering clients to advocate for themselves while ensuring compliance with NDIS and industry standards. Committed to fostering collaboration and continuous improvement within the company and community.
Previously employed as a Customer Service professional with extensive experience at the Queensland Government Agency Program and Department of Transport and Main Roads. Proven track record of enhancing customer relationships through effective communication and problem solving skills. Adept at training staff and streamlining processes to improve service delivery and operational efficiency.
I am an organised and dependable candidate successful at managing multiple priorities with a positive attitude.
Overview
16
16
years of professional experience
Work History
Disability Case Manager
IndigiCare Connect
02.2023 - Current
- Successfully duplicated IndigiCare Connect business model, offering Disability Support Services as a satellite operation.
- Recruited qualified staff to address the specific needs of our clients and ensured they gave personalised and effective support.
- Provided leadership, guidance and support to staff members.
- Developed and maintained comprehensive client records, ensuring easy access to relevant information for future case management needs.
- Served as a knowledgeable resource in disability related matters for colleagues.
- Communicated with NDIS and other stakeholders on behalf of clients to secure funding for their individual needs
- Collaborated with medical professionals to ensure timely and accurate assessments of clients' disabilities and needs.
- Actively communicated with clients throughout the application and implementation process providing updates on funding status and answering questions and concerns they may have.
- Provided empathetic support to clients and their families, while providing a positive environment in which to learn independence.
- Evaluated client progress regularly, adjusting case management plans as needed to optimise results.
- Promoted client autonomy by coaching them on self-advocacy skills and empowering them to make informed decisions about their care.
- Assisted clients utilise Supports in Employment/School Leaver Employment Scheme funding, to maximise their potential for integration into the workforce.
- Referred clients to appropriate team members, community agencies and organisations to meet individual needs.
- Developed a day program designed to help clients acquire new skills and achieve greater independence, all within a supportive, home-like environment.
- Maintained strong relationships with community resources, connecting clients with essential services to aid in their independence.
- Participated in Community events to promote services and engage with public.
Government Agency Officer
Department of Transport and Main Roads
01.2018 - 01.2023
- Maintained strict adherence to Government legislation and policy, minimising risk exposure for the organisation.
- Maintained knowledge of relevant Queensland laws through regular policy reviews and updates.
- Fostered culture of continuous improvement, encouraging innovation and adoption of best practise.
- Facilitated collaboration between departments, allowing for efficiency and effectiveness in handling cross-jurisdictional cases.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Reviewed office protocols for handling sensitive information, ensuring confidentiality and compliance.
- Collected, arranged, and input information into database system.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained overall safe work environment with regular inspections and reporting.
Acting/Assistant Clerk of the Court
Department of Transport and Main Roads
01.2018 - 01.2023
- Manage the operation of the Queensland Government Agency Office in the absence designated Assistant Clerk of the Court.
- Liaise with internal and external stakeholders to function as a integrate service.
- Supported Magistrate, Senior Clerks and other departmental officers on demand, handling complex tasks and clientele.
- Fostered operational efficiency and compliance with multiple government agency policies through effective coordination of office activities.
- Provided clerical support through data entry, document management, email correspondence and overseeing operation of office equipment.
- Ensured sensitive documents were handled confidentially maintaining privacy standards.
- Ensured proper documentation was maintained for auditing purposes, using databases, spreadsheets and paper filing systems.
- Reviewed files, records and documents to obtain information to respond to stakeholders and client requests.
- Compiled and analyzed data to produce reports.
- Monitored inventory levels of office supplies and reordered when necessary to maintain optimal stock levels.
- Communicated regularly with team members regarding updates or changes, facilitating a cohesive work environment.
- Provided excellent customer service to clients, resolving enquiries quickly and professionally.
- Refer clients to applicable community organisations.
- Processed incoming and outgoing mail according to established procedures.
Principal Customer Service Officer
Department of Transport and Main Roads
01.2009 - 01.2018
- Participated in regular meetings with supervisors and management to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Responded proactively and positively to rapid change.
- Efficiently handled most customer queries during initial interactions.
- Managed escalated cases with diplomacy, negotiating resolutions that met both the customers expectations and departmental policy.
- Maintained a high level of up to date product knowledge to effectively assist customers with accurate information and recommendations.
- Conducted thorough research to provide detailed solutions to complex customer enquiries, ensuring understanding.
- Exceeded customer expectations by going the extra mile, ensuring an experience that fostered increased confidence in the Department.
- Developed a strong rapport with regular customer base through personalised service.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Mentored staff on policy, procedures and departmental services.
- Cross-trained staff and backed up other Customer Service officers.
- Assisted in training new staff, sharing best practices for delivering outstanding customer experiences consistently.
- Managed high client volumes while maintaining a professional demeanor under pressure.
- Collaborated with staff members to enhance customer service experience and meet team goals through effective client interaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Identified and resolved discrepancies and errors in customer accounts and daily banking.
Acting/Senior Advisor Service Management
Department of Transport and Main Roads
01.2012 - 11.2017
- Monitored day to day running of Customer Service Centre ensuring all departmental service goals are met whilst upholding legislation and policy.
- Established strong partnerships with key stakeholders through consistent communication and collaboration efforts.
- Enhanced client relationships by providing advise and guidance on departmental legislation and policy.
- Mentored and trained staff, which prepared team members for providing exemplary service to clients.
- Participated in performance reviews and provided coaching to address inefficiencies.
- Increased team efficiency with weekly training sessions during staff meetings for up to date knowledge and awareness of best practise
- Optimised customer experience by delivering superior services and effectively troubleshooting issues, giving timely and accurate information.
- Collected, arranged, and input information into multiple database systems.
- Modelled a high standard of workplace behaviour to all members of staff and customers.
Education
Bachelor Human Services/Health & Social Wellbeing
USQ
ToowoombaSkills
- Ethical practices
- Client advocacy
- Teamwork and collaboration
- Effective issue management
- Confidential information safeguarding
- Policy interpretation
- Computer proficiency
- Accurate data entry, organisation and maintenance
- Customer service expertise
- Client-centric approach
- Building rapport
- Staff training
- Continuous improvement
Accomplishments
- Collaborated with IndigiCare Connects Management team (South West, Qld) to successfully develop IndigiCare Connect, Western Downs.
- Established and managed a team of 10+ staff members and coordinated 20+ clients.
- NAIDOC Community Award 2024 for Community Spirit.
- Developed advanced skills to effectively manage/supervise government offices for significant periods.
Timeline
Disability Case Manager
IndigiCare Connect
02.2023 - Current
Government Agency Officer
Department of Transport and Main Roads
01.2018 - 01.2023
Acting/Assistant Clerk of the Court
Department of Transport and Main Roads
01.2018 - 01.2023
Acting/Senior Advisor Service Management
Department of Transport and Main Roads
01.2012 - 11.2017
Principal Customer Service Officer
Department of Transport and Main Roads
01.2009 - 01.2018
Bachelor Human Services/Health & Social Wellbeing
USQ
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