Susanna Gerdes

• Manage applications from organisations seeking approval for government-subsidized aged care services.
• Conduct thorough assessments of submitted applications and supporting documentation.
• Provide recommendations to delegate to ensure suitability under relevant legislation
• Maintain up-to-date knowledge of Legislation, industry regulations, guidelines, and best practices to ensure compliance across all assessments conducted.

• Assure the quality of applications against task cards, legislation and policy
• Provide feedback, written and verbal
• Maintain knowledge of the scheme processes; contribute to continuous development
• Develop and maintain stakeholder relationships
• Ensure timely progression of applications
• Apply trauma informed best practice
• Provide coaching to staff on quality and expectations.
• Collaborated with cross-functional teams to address root causes of quality issues, resulting in improved processes and products.
• Developed quality policies, procedures, and work instructions tailored to the specific needs of the organization.

• Managing the end-to-end process for applications made under the National Redress Scheme including liaising with applicants
• Receiving and validating applications for Redress
• Safeguarded client confidentiality by adhering to strict privacy guidelines and maintaining secure records management practices.
• Completed various administrative tasks such as making phone calls, answering emails and inputting data into systems.
• Acted as an advocate for clients when necessary, ensuring their needs were met and their voices heard throughout the case management process.
• Managed a high workload / assigned cases
• Assessing, managing the collection and preparation of information to inform decision-making and advising outcomes to applicants
• Applying trauma informed principles
• Coaching and training to staff
• Deal with sensitive and/or confidential subject matter.

• Facilitating Workshops
• Motivational Speaker
• Providing Mentorship to Coaches
• Enhanced mentee performance by providing personalized guidance and support.
• Served as role model for mentees by demonstrating strong values and ethical standards.
• Guided mentees in overcoming challenges by sharing personal experiences and offering practical advice.

• Developed strong working relationships with colleagues, contributing to a positive work environment.
• Supported department heads through conducting research, preparing reports, and managing various administrative tasks efficiently.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Maintained high levels of organization within the office space through regular supply inventory checks and proactive restocking efforts.
• Contributed to office safety by enforcing workplace policies and following emergency procedures as needed.
• Improved record-keeping accuracy by creating an updated filing system for confidential documents and materials.
• Enhanced office efficiency by streamlining administrative processes and implementing new organizational systems.

Planning, development and delivery of respite programs targeted at older persons based on their individual needs and interests.

Program support activities included Centre based programs that maintain and enhance the physical, emotional and social well-being and independence of participants as well as externally delivered programs to encourage social connectedness and emotional well-being and Community Support programs that maintain dignity and social inclusion

• Collaborated with cross-functional teams to align goals and ensure project success.
• Prioritized schedules to meet project goals and overall customer satisfaction.
• Provided expert guidance on industry trends and regulatory compliance requirements during the planning process.
• Managed successful day-to-day operations of projects by maximizing productivity from available resources.

Providing Case Management to frail aged people and people with disability

including incidental Counselling `

Supervision of Direct Support Workers

• Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
• Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
• Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
• Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.

• Retail Outlet of Pre-Loved Fashion and Bric-A-Brac

• Providing complex case management services to women and their children who were leaving domestic violence situations
• This involved providing support, incidental counseling, and empowering clients to make informed choices and create a safe and fulfilled life for themselves and their children.

• Providing Case Management, supporting homeless young people to solve problems, improve their social and emotional wellbeing, manage their future direction through study and work choices