Sharyn Allen

• Aged Care, Disability, Family Support Services
• Emergency Housing and Practice Governance Departments, recruitment, and advertising for job boards, career pages, and social networks.
• Answer phone calls during the day from applicants, current staff, management, and external partners regarding business matters.
• Complete reference checks, criminal history screening, and pre-employment assessments.
• Effectively use the recruitment system and other software solutions to optimize the recruitment process.
• Triage the HR inboxes for queries and escalations, distributed to the appropriate business function for follow-up.
• Provide advice to queries, e.g., SIRs, pay rates, performance, attendance, long service leave, etc.
• Compliance using Power BI.
• Managing key personnel meeting the aged care and NDIS standards for both Centacare and the Archdiocese.
• Completing the upload of the employee documentation into the employee system, Aurion.
• Execute offboarding processes, including exit surveys.
• Provide administrative support, employment variation forms, and letters (including flexible working arrangements).
• Maintain a compliance matrix that shows Centacare, industry body compliance, and Key Personnel requirements.
• Created a pathway document on how to access and use GPMS.
• Created a pathway document on how to process documents at Centacare, adding email addresses of main contacts.
• Created a pathway document on how to use compliance portals, such as Police Checks, Blue Card, and NDIS cards.
• Updated some policy documents that were out of date.
• Created template letters for internal staff changing locations and/or management teams.
• Trained the HR team on processes and actions for transactional tasks in the Aging and Disability space.
• Created a pathway document on how to use the My Aged Care website, seeking resources that can assist with supporting aged care staff.
• Assisted with guiding during SIRs inquiries.
• Collect and keep the required compliance information for Centacare employees, meeting the expectations of the relevant commissions.
• Ensure that personal information collected and stored is protected per the Privacy Act of 1988.
• Australian Privacy Principles and the relevant legislation (Aged Care, NDIS, and Human Services)
• Consult with the Aged Care Quality and Safety Commission, and the NDIS Quality and Safeguards Commission regarding any queries.
• Manage ongoing compliance activities such as renewals, linking licenses, registrations, and/or qualifications while documenting them in required systems and portals.
• Process all staff movement, promotional, and contracted documentation.
• Process all resignation documentation alongside the finance department.
• Provide quick and simple advisory information.
• Support and guide management on how to use Centacare systems and portals effectively.
• Building relationships with business partners and supporting or guiding them to gain outcomes.
• Excellent organizational and time management skills, with the ability to manage multiple priorities in a demanding environment that may need to meet deadlines.
• Excellent verbal and written communication skills.
• Participated in an NDIS audit; follow-up was required to the department by March 2025.
• Manage NDIS, Blue Card, Police Check portals, spreadsheets, Job Adder, Hiring Manager Systems, GPMS, Teams, 3CX, Referoo, Organisational Filing System (electronic), Adobe Sign, HR Onboard (onboarding system for new employees), Archdiocese Intranet, Archilearn (internal learning systems), and I-Induct (learning system), aged care business emails, and Power BI.

• Claim assessments for both hard books and online assessments
• Student queries
• Result student assessment and handbook completions for both hard books and online assessments
• Result First Aid and CPR completions
• Result Manual Handling completions
• Receive and process payments for course fees
• Finalise assessments and send out completion certificates, Statement of Attainment for both assessments and First Aid/CPR
• Supported students applying for Blue and Yellow Cards
• Manage all compliance at the time of enrolling and the completion of the course before graduation
• All compliance to meet
• Created brochures to hand out with First Aid and CPR available
• Created handouts for students for guidance to prepare applying for jobs
• Assisted and support students after completion of course to create resumes
• Manage both Queensland and South Australia Students
• Manage emails for QLD and SA with any queries
• Clean up error report in Vet Track at least on a weekly basis so organisation can make claims to the department
• Create assessment folders for new students
• Ensure students are ready for placements by having all resources ready for the student in a timely manner
• Provided suggestions and input on engaging students back into the classroom
• This could placing student with a more engaging trainer or changing their days that may be more suitable
• Ensure students completions tasks are marked and resulted quickly and efficiently
• Actively working in systems Vet track and Det Connect
• Administration tasks- withdrawal letters, confirmation of enrolments, confirmation of completions (prior to certificate being sent)
• Systems used VetTrak, Seek, Det Connect, Cloud Assess, Emails, Teams
• 3Cx, photocopiers, Word, Exel documents, power point, Power BI.

• Home Care Services under review)
• Aged Care Audit
• (Entered into the job opportunity in the middle of the home care audit)
• Assist and Support with new app – Work Zone for employee sign in and ECase for consumer notes, roster and documentation
• New consumer sign ups with draft/final Service Agreements
• Consumer centred care plans based on consumer needs/wants, and medical information
• Arranging education training to ensure staff are equipped with up-to-date information, resources and skills
• Auditing consumer and employees’ documents as well as compliance documents
• Rostering shifts for Home Care Workers and consumers
• Managing annual, sick leave and/or other leave requested
• Creating budget plans for consumer needs and wants eg Social Support, Domestic Assistance, Respite Activities and any adhoc consumables or adhoc requests
• Attending to any consumer concerns or queries
• Referrals to external providers eg: speech therapists due to swallowing difficulties, physiotherapist for mobility challenges, maintenance providers for outdoor or indoor requests
• Risk assessments completed for consumer if there have been in changes from their care plan eg hospital discharge, moved homes, reassessment recommendation request, or to be completed at a minimum of 6 or 12 monthly (could be more regular dependant on consumer)
• WHS representative for Home Care Services
• Currently have 3 Home Care Workers under me
• Working alongside external providers that support our consumers eg Chemist Warehouse suppliers of incontinent aids, Gourmet Meals, Quality Allied Health, External Contractors who supply services for home alterations (such as ramps), lawn mowing services, gardening, laundry services on site of facility etc
• Complete newsletters and activity calendar for the following month for Friday Respite attendees
• Friday Respite Activities sessions from 10am to 2pm
• Arrange the session for the day which is outlined in the monthly newsletter provided at the end of the month prior
• Managing Home Care Finance for items that may need to be purchased for that month
• Approval of all invoices that are sent to finance
• These can be Gourmet Meals, Quality Health Care and others that may appear as a one of payment for services
• Manage the Home Care Vehicle to ensure it is roadworthy and has petrol for staff who travel long distance for consumer requirements
• Manage the transport assistant service that Home Care provide to Jeta Gardens Facility residents
• This requires the roster of a Home Care Worker, charging the costs to the clients for the service
• Approve monthly consumer services in ECASE so invoices can be printed for consumers and staff hours/km approved prior to the next pay run
• All need to be checked against the roster prior to the approval
• Ensure staff are up to date with changes within the facility and in the Aged Care space
• Ensure staff have all of the appropriate resources to ensure a health work environment eg Covid testing equipment, PPE gear, masks
• One on One weekly meetings with CEO to discuss growth and the needs of the Home Care Space
• Building relationships with consumers and completing surveys to ensure high standard of service delivery is carried out
• Welfare checks on all 20 consumers via Jeta Gardens Home Care Services
• Self-searching information for resources consumer may need or becoming familiar with items they use
• Ensure self-learning to keep up to date with changes and/or understanding of Ageing/Disability
• Primarily carried out by webinars
• Building strong relationships with employees and consumers to build trust between us all
• Follow up on phone calls, requests and make visits to the homes if need be
• Ensure all staff are up to date with all training needs especially the yearly compliance requirements
• If not, arrange with the educator time slots for this to happen
• Ensure policies and procedures are up to date
• Alongside all phone numbers are up to date with consumers and employees
• Ensure all documents are readily available to Home Care employees eg SIRS, Aged Care Standards, updated C
• Continual reminders to Home Care Employees around Code of Conduct, Privacy and Confidentiality, Boundaries, Trust, and Person-Centred Care
• Marketing services to new consumers and existing consumers who are not using their funding
• All administration tasks in relation to Home Care eg daily progress notes, incident reports, uploading documents etc
• Answer any of the Home Care employees’ questions or concerns
• Monthly training sessions with home care workers
• Providing service delivery content.

• Certificate 2 Health Support and Certificate 3 in Individual Support Ageing and Disability (Contract Holders of the program, Bluestone Medical LTD, RTO deliver the program)
• Promote, interview, recruit and enrol suitable candidates for each intake into the program
• Managed over 200 students (90% of the students spoke English as a second language) and RTO organisation, Blue Stone Medical LTD
• (Approximately 9 trainers as well as RTO management)
• Building and retaining partnerships with RTO and community
• Building and maintaining relationships with Aged Care facilities prior and during Covid19
• Attend contract meetings and implement changes
• Contract writer for new programs and funding
• Regular one on one review sessions with staff and students
• Manage student placements and building strong relationships with facilities
• Auditing all enrolments and program funding
• Facilitated, supported, and organised workshops e.g., Cultural Diversity workshop, Dementia, Age Care Packaging and Palliative Care Workshops to Health Providers and Community Organisations
• KPI driven for successful program outcomes
• Build relationships with Health organisations for student placement hours
• Successful with placements during Covid- 19 and employment gained afterwards
• Created educational support documents for ESoL learners
• Wrap around support during placement and 6 months after program ending
• Knowledge around Visa status to ensure eligibility
• Deliver seminars and programs for Cultural Diversity with external providers and new group intakes
• Delivering and supporting all new participants to complete Queensland Covid-19, NDIS and Palliative online assessments
• Arrange and organise official graduations invitations to the Department of Education and Local Government
• Reports delivered in a timely manner to the Board of Trustees of MCCGC and Queensland Education
• Management participants and connect to other organisations if required i.e., budgeting, DV, difficulty in the workplace, financial difficulties, family difficulties
• Assist and guide internal staff learning i.e., medication skill set
• Building relationships within community to provide employment opportunities upon placement completion
• Promoting programs by attending community expos, high school expos, career expos, talking with community centre and employment organisations
• Support colleague with community meetings Meet, Greet and Eat, Waves Forward, Harmony Week, International Café and Walk together Gold Coast
• Support Colleague with Women’s group Upper Coomera and promoting the new program
• Delivered Cultural Advantage content to PCYC Ashmore, Harbour Quays Aged Care Facility and all students who participated in the SQW program
• Created engaging and interactive activities at womens space Labrador promoting multiculturalism and ageing
• Confident public speaker promoting SQW programs at International Café, Meet Eat and Greet, Student Graduations
• Confident building relationships with stakeholders and opportunist at building new relationships and retaining these
• Contextualised content or learning to adjust to the language difference or support ESL students who may have learning barriers eg attention, understanding of English content
• Created glossary for students who needed support with terminology and explanations and adding pictures
• Team building sessions created to encourage confidence, and independence
• Created sessions for employment and interview preparation
• Created sessions to promote assistance and support in the community
• Created sessions for extra classes to catch up on work or required further understanding of content
• The main course where support was required was Work legally and ethically and Communicate and work in health
• Created more visual sessions to support the trainers teaching
• This was done via a laptop with trainer teaching and myself support with visuals such as pictures of the item or visually showing the document that was spoken about eg: Aged Care Framework etc
• Created Skilling Queensland project, how it works, processes step by step, SQW compliance, Department processes and SQW contract application
• SQW compliance to me the SQW and DESBT standards
• Provided guidance to students who may not have entered the aged care services as employment
• Provided alternative training or employment advice based on conversations
• Supported high school students with career planning specifically New Zealand passport holders whom were going to attend University in Australia for financial reasons
• Provided other education opportunities where this was based in Australia or New Zealand
• My contacts based at Massey University Auckland and Massey, Waikato Polytechnic and Waikato University
• IT Systems - Procura, Outlook, SQW exel document, Alayacare, Elmo, power point, phone apps, Alayacare, Proda.

• Vocational Pathway to Employment for Disengaged Youth, leading teams based on the Gold Coast, Logan, Ipswich, and North Queensland who are working with disengaged youth
• One on one sessions for review
• Discuss pay rises or job description
• Potential progression
• Working relationship with the youth detention centre based in Wacol Qld
• Monthly internal Business reporting
• Skills for Youth – Collaborating with youth who are disengaged from school and socially
• Building confidence and aspirations towards achieving goals for the future
• Youth who have mental health challenges and/or learning challenges and require assistance to meet their goals
• Strong relationships with RTO - Designer Life
• Assistance provided to the young person to achieve their Certificate 2 Skills for Work and Certificate 3 in Individual Support, Administration and Hospitality
• Engaged strong relationships with young people towards education, employment, housing, and health support
• Networking with Gold Coast/Ipswich Homeless Shelter, Youth Lifeline, Headspace, Homelessness food pantry, health services, local schools, Transition Pathway Officers, Community Centres, Youth Justice, Police and Department of Probation
• Individual case management for individual planning
• Engage with health and community services (housing or possible financial assistance) as needed to assist in their progression towards reaching their goals
• Presentations and Network Community meetings with Government Departments and local stakeholders i.e., Youth Justice, Legal Aid, Centrelink, Education Department, Chamber of Commerce, Community Meetings, Schools in the Gold Coast, Logan, Ipswich regions
• Encourage young people into any type of education to promote independence and lifestyle
• Participate in expos at youth career events and public presentations
• Weekly meetings with the RTO for progress program reports
• Part of SQW audit
• Monthly meetings with contract program managers Department of Education
• Submit Final Program and Financial Acquittals to Queensland Education
• Confident working with the young people and their family support
• Provided sessions for hygiene, and presentation for employment
• Resume and Cover Letter writing sessions
• How to promote and be proud of myself sessions
• Build relationships with employees and other trainee organisations to provide another step for the young people
• Engaged with the justice system on the Gold Coast, Woodridge and Ipswich providing programs for youth between the ages of 15-19yrs of age instead of periodic detention
• Contextualised content to engage all students of all learning abilities
• Eg less written and more visual content or conversation/discussion learning
• IT systems – Elmo, Outlook, Word, SQW systems and exel systems.

• Effective extensive management of a caseload of over 100 jobseekers through the provision of support, guidance, and direction
• Negotiate and monitor employment pathways to maximise viable outcomes
• Engage, prepare, and address jobseeker barriers to employment by negotiating training and development plans to meet the needs of the labour market
• Ensure compliance with Department of Human Services and company guidelines by competing appropriate documentation and case- notes
• Lead and develop strategies to commence, engage, place, and claim outcomes for jobseekers
• Advocate on behalf of jobseekers to employers, service providers and government agencies
• Provision of support to disengaged students of five schools on the Gold Coast to determine alternative pathways to employment, further training or remaining at school.

· Provide quality service with efficiency with a genuine need to assist with an outcome, whether successful or unsuccessful.

· High achiever of KPI targets

· Peer coaching role

· Customer service and satisfaction

· Extracting maximum information from clients to give the correct and relevant information

· Transfer calls to other departments

· Decision making

· Monitor and proactively manage clients through identified barriers to return to work

· Ensuring actions are completed correctly

· Working in a team environment to support fellow representatives

· Policy and legislation

· Extensive information and technology

· Time management skills

· Communication both verbal and written

· Conflict resolution/ problem solving

• Provide quality service with efficiency with a genuine need to assist with an outcome, whether successful or unsuccessful
• High achiever of KPI targets
• Peer coaching role
• Customer service and satisfaction
• Extracting maximum information from clients to give the correct and relevant information
• Transfer calls to other departments
• Decision making
• Monitor and proactively manage clients through identified barriers to return to work
• Ensuring actions are completed correctly
• Working in a team environment to support fellow representatives
• Policy and legislation
• Extensive information and technology
• Time management skills
• Communication both verbal and written
• Conflict resolution/ problem solving
• Work and Income