Susan Goodhand
Geelong,VIC
Summary
Accomplished Manager with a proven track record at Felicity Holistic Care, excelling in strategic marketing planning and stakeholder relationship management. Successfully elevated team performance through innovative management solutions, resulting in significant operational efficiency improvements. Demonstrates strong leadership and complex problem-solving skills, coupled with a commitment to regulatory compliance and staff development. Aims to leverage expertise to drive organizational growth and enhance team capabilities.
Overview
11
11
years of professional experience
Work History
Manager Community Services
Felicity Holistic Care
Werribee, Australia
02.2022 - 12.2024
- Supervise, direct, and mentor the Client Liaison Team of six, including scheduling staff and administrative support roles.
- Supervise the operational activities of the Allied Health Team of eight practitioners and two support staff.
- Development and management of the School Holiday Program four times per year, including daily management of up to 20 support worker staff, scheduling, program creation, monitoring outcomes, and review.
- Supervise and support residential care staff in the Shepparton region.
- Support the growth and development of all staff with regular mentor meetings, team meetings, and training sessions.
- Apply innovative ideas to promote the company profile, connect with new and potential clients, and work to maintain the current client base.
- Strategic planning and implementation to promote company growth and financial stability.
- Development of training and induction programs for all business areas in a variety of subject matters.
- Development and implementation of standard operating procedures for multiple processes across multiple teams within the organization.
- Created monthly reports for senior management, summarizing operational performance metrics across residential services and allied health practice areas.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Recruited and hired qualified candidates to fill open positions.
- Established processes to ensure efficient workflow throughout the organization.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Facilitated team meetings and workshops to foster collaboration and share best practices.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Provided leadership during times of organizational change or crisis situations.
- Delegated work to staff, setting priorities and goals.
Team Leader
Latrobe Community Health Service
Geelong, Australia
09.2019 - 01.2022
- Supervise, direct, and mentor up to 18 Local Area Coordinators (LAC) located in the Barwon and Colac Otway LGA regions.
- Apply leadership and problem-solving skills to promote and empower team efficiency for a high-volume daily workflow.
- Adapt and modify workflow and processes to meet changing operational requirements and participant needs.
- Review daily, weekly, monthly, and quarterly data to ensure KPI achievement and workflow targets.
- Explore data to understand barriers and opportunities for remediation.
- Accurately and succinctly present options to Leadership Team Meetings for discussion and solution-focused implementation.
- Ensure adherence to all NDIS processes, practices, reporting, privacy, and confidentiality requirements by all team members.
- Individual monthly supervision discussions with each LAC to monitor performance, acknowledge positive outcomes, identify areas for development and training, and to conduct a wellbeing check in.
- Development of Annual Performance Plans with each LAC, with a review at the mid and end of the yearly cycle.
- Facilitate fortnightly team meetings to support the continuing development of a high-performing team.
- Develop and maintain professional relationships with participants, service providers, NDIA staff, internal stakeholders, and executives.
- Review the documentation of LACs for accuracy, compliance, and quality.
- Review and assess current procedures and operations for opportunities to ensure continuous improvement related to customer service, achievement of Operational KPIs, and daily workflow.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Maintained a positive work environment that promoted collaboration between team members.
- Motivated team members through recognition programs and performance-based incentives.
Local Area Coordinator
Latrobe Community Health Service
Geelong, Australia
09.2017 - 09.2019
- Consistent overachievement of individual KPIs.
- Experience in acting roles for senior LAC and team leader roles.
- Extensive knowledge and understanding of CRM, legislative requirements, work procedures, and requirements for both LCHS and NDIA tasks.
- Strong relationship development with participants, colleagues, and service providers.
- Attendance by invitation at the Inaugural NDIS Summit to investigate, develop, and promote changes to systems within the NDIS and partner organizations.
- All Summit recommendations endorsed by the NDIS Executive Leadership Team and subsequently implemented.
- Demonstrated skills in prioritizing workflow, multitasking, and meeting deadlines as part of a successful, engaged team.
Education Support
Northern Bay College P12
Goldsworthy Campus, Australia
07.2013 - 09.2019
- Supported learning needs of multiple students with disabilities in Years 9 to 12, in consultation with the Subject Teacher, Disability Program Leader, students, and their families/carers.
- Provided support to resolve issues or barriers impacting students.
- Provided advice and support to students on skill development opportunities, future planning, and navigating social and situational concerns.
- Provision of individual personal care supports in a respectful and sensitive manner.
Real Estate Sales Coordinator
Wilsons Real Estate
Geelong, Australia
02.2014 - 04.2015
- Liaised with vendors, purchasers, sales agents, and management to deliver excellent service and customer outcomes.
- Management of all sales and customer information in CRM software.
Education
Certificate IV - Youth Work
Diversitat
Geelong06.2017
Certificate IV - Education Support
Diversitat
Geelong10.2013
Bachelor of Education - Primary
RMIT
Coburg01.1994
Skills
- Strategic Marketing Planning
- Employee Performance Assessments
- Innovation management
- Team leadership
- Risk management
- Effective Task Delegation
- Stakeholder Relationship Management
- Cross-Functional Team Leadership
- Documentation and reporting
- Policy and procedure development
- Staff training and development
- Recruiting and interviewing
- Complex Problem-solving
- Regulatory compliance
References
References available upon request.
Timeline
Manager Community Services
Felicity Holistic Care
02.2022 - 12.2024
Team Leader
Latrobe Community Health Service
09.2019 - 01.2022
Local Area Coordinator
Latrobe Community Health Service
09.2017 - 09.2019
Real Estate Sales Coordinator
Wilsons Real Estate
02.2014 - 04.2015
Education Support
Northern Bay College P12
07.2013 - 09.2019
Certificate IV - Youth Work
Diversitat
Certificate IV - Education Support
Diversitat
Bachelor of Education - Primary
RMIT
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