Tracey Cook
Bracken Ridge
Summary
Dedicated to providing exceptional care and support to individuals with diverse abilities, committed to empowering clients to achieve their fullest potential. Expert in monitoring behaviours and fostering engagement in activities tailored to personalised support plans. Proficient in assisting with daily living skills to ensure a person-centered approach. Hold certifications in CPR and First Aid, with both Blue Card and Yellow Exemption Certifications. Bachelor of Social Science (Psychology) Degree 2024, Certificate IV in Leadership and Management 2024, and Certificate IV in Disabilities 2021.
Overview
26
26
years of professional experience
Work History
Acting Team Leader (Backfill)
Dept of Child Safety, Seniors and Disability Servi
04.2024 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members skills through targeted coaching sessions, resulting in improved individual performance.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Managing, implementing, and monitoring the delivery of accommodation support to people with an intellectual disability.
- Ensuring high quality outcomes, consistent service provision and continuous improvement in accordance with Human Service Quality Standards and AS&RS Governance Structure.
- Providing leadership and supervision to a number of operational service delivery staff in accordance with human resource management policies and procedures to ensure the delivery of high-quality, 24-hour support to people with an intellectual disability who access services from the department.
- Monitoring the implementation of all relevant legislative requirements, departmental policies, and guidelines
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted regular reviews of operations and identified areas for improvement.
Acting Direct Service Team Leader (Backfill)
Dept of Child Safety, Seniors and Disability Servi
10.2023 - 04.2024
- Encouraging teams to identify and implement strategies to ensure continuous improvement of service delivery for people with an intellectual disability.
- Stay informed of relevant legislative requirements, departmental policies, and service delivery practices, ensuring their consistent application across teams.
- Plan and implement regular monitoring and reviews of systems and processes used by support staff in the service delivery environment
- Articulate performance standards when assessing direct support staff, providing constructive and insightful feedback on their work practices in alignment with service delivery and departmental requirements
- Actively contribute to and encourage the involvement of relevant stakeholders in support planning for the participants
- Ensure that staff practices align with all relevant legislative requirements and standards, including the Human Services Quality Standards.
- Lead and mentor staff
Residential Care Officer (RCO)
Dept of Child Safety, Seniors and Disability Servi
04.2020 - 10.2023
- Personal care includes mealtime support, personal hygiene, grooming, toileting, showering and safe mobility.
- Household management, including tenancy matters, home furnishing and identifying maintenance and repair needs.
- Assisting with daily activities include shopping, transport and housekeeping such as cooking, laundry, cleaning, bed making and garden activities.
- Medication support ensuring correct dosages as prescribed, emergency medical first aid (including resuscitation), seizure response and invasive personal care and health needs.
- Personal and household finances, including budgeting and paying bills, managing client files (personal, case noting)
- Develop personal routines and lifestyles which meet their needs and promote inclusion in the community.
- Assisting clients to establish and maintain relationships and interests.
- Contribute to the development and implementation of plans, including behaviour recording for Positive Behaviour Support Plans.
Support Worker
Private Contractor
11.2016 - 02.2020
- Documented daily activities, behaviours and incidents for permanent record and for case notes
- Promoted community integration by providing extensive emotional and social support
- Assessed personnel performance and implemented incentives and team-building events to boost morale
- Visited home environments to help clients develop life, technical and job skills
- Assisted client with day-to-day work and complex problems by applying motivational and analytical strategies
- Transported clients to appointments, shopping venues and entertainment events
- Kept client engaged in social networks and communities
- Analysed overall client performance and recommended the reassessment of specific plan goals
- Arranged transportation and accompanied patients to doctors' offices or errands
- Increased level of independence by providing daily undertakings that promote self-management by assisting consumers in their daily personal tasks, including bathing and dressing
- Helped with home management tasks such as preparing meals, grocery shopping, and cleaning
- Supervised and guided client and responded quickly to questions, which improved understanding of job responsibilities
- Worked with clients in both Assistance with Daily living building life skills
- Provided short term accommodation and weekend supports whilst away at sporting events
- Provided community and social access for client
- Provided crisis intervention services when necessary, effectively de-escalating challenging situations while maintaining client safety.
Owner / Operator
Gloria Jeans Coffees Franchise
06.2005 - 09.2016
- Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots and other equipment.
- Constantly expanded personal knowledge of coffee styles and varieties.
- Memorised recipes for 30 speciality coffee beverages and seasonal offerings.
- Served individually made coffee drinks to over 300 customers daily.
- Created alternative business plans to improve customer relationships.
- Supervised social media marketing strategies.
- Developed innovative business plans.
- Assessed market trends.
- Reviewed customer feedback.
- Maintained compliance with company requirements.
- Sourced qualified vendors and negotiated contracts.
- Conducted store inventories once per quarter.
- Scheduled and led weekly store meetings for all employees.
- Assigned employees to specific duties to best meet the needs of the store.
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.
- Built long-term customer relationships and advised customers on purchases and promotions.
- Developed reputation as an efficient service provider with high levels of accuracy.
- Inspected and cleaned food preparation areas to ensure safe and sanitary food-handling practices
- Ensured food was stored and cooked at correct temperature
- Shopped for and ordered food and kitchen supplies and equipment
- Trained kitchen staff on proper use of equipment, food handling, and portion sizing.
- Estimated amounts and costs of required supplies, such as food and ingredients
- Stored food in designated containers and storage areas to prevent spoilage
- Launched new sales training programs to drive continuous profitability improvements.
- Developed and implemented value-added strategies for food and drink items to increase profitability.
- Carefully developed a lucrative annual food and beverage marketing plan and strict budget to maximize profits.
- Strategically developed effective marketing plans to increase sales and profits while managing costs.
- Reduced labor costs by 15 percent while maintaining excellent service and profit levels.
Operations Manager
McDonalds Australia
01.1999 - 06.2005
- Supervised a team of 7 Store managers and 45 managers
- Established operational objectives and work plans and delegated assignments to subordinate managers.
- Generated weekly, monthly, quarterly and yearly reports on purchasing operations.
- Supervised local managers.
- Oversaw sales forecasting, goal setting and performance reporting for all accounts.
- Trained peers and management team on internal system supports and implementation plans.
- Consistently hit and exceeded sales goals by 20%.
- Referred unresolved customer grievances to designated departments for further investigation.
- Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways.
- Assessed training needs through surveys, interviews with employees, focus groups and consultation with managers.
- Extensively trained new and existing employees.
- Monitored participant workflow and behaviors throughout the training process.
- Conducted one-on-one tutoring sessions for new employees.
- Administered performance reviews to evaluate each participant’s progress.
- Clearly communicated objectives for all lessons, units and projects to all participants.
- Used a variety of assessment tools and strategies to improve instruction methods.
Education
Bachelor of Social Science - Psychology
Swinburne University - Online
03.2024
Certificate IV in Leadership And Management -
Australian Institute of Managment
Online05.2024
Certificate IV in Disability -
TAFE Queensland
09.2021
Supports Coordinator Psychosocial Course -
DSC NDIS Training
Online01.2023
Advanced Diploma in Management - Business Management
Macquarie Graduate School of Management - MGSM
Skills
- Client Advocacy
- Innovation and Creativity
- Staff Development
- Teamwork and Collaboration
- Time Management
- Attention to Detail
- Problem-solving abilities
- Reliability
- Multitasking Abilities
- Organizational Skills
- Active Listening
- Effective Communication
- Adaptability and Flexibility
- Behavioural support
- Critical Thinking
- Training and mentoring
- Client Confidentiality
- Professionalism
- Employee Recruitment and Hiring
- Quality Control
- Employee Performance Evaluations
- Continuous Improvement
- Effective Delegation
- Cash Handling
- People Management
- Leading Team Meetings
Awards Achieved
Outstanding Assistant Manager 1989
Outstanding Store Manager 1995
Outstanding Store Manager 1998
Best Shift Runner in Queensland 1999
Outstanding Operations Consultant 2000
Outstanding Operations Consultant 2002
Nominated for Telstra Business Woman of the Year 2001
Nominated for 2024 Staff Excellence Qld Govt (Service Excellence)
Timeline
Acting Team Leader (Backfill)
Dept of Child Safety, Seniors and Disability Servi
04.2024 - Current
Acting Direct Service Team Leader (Backfill)
Dept of Child Safety, Seniors and Disability Servi
10.2023 - 04.2024
Residential Care Officer (RCO)
Dept of Child Safety, Seniors and Disability Servi
04.2020 - 10.2023
Support Worker
Private Contractor
11.2016 - 02.2020
Owner / Operator
Gloria Jeans Coffees Franchise
06.2005 - 09.2016
Operations Manager
McDonalds Australia
01.1999 - 06.2005
Bachelor of Social Science - Psychology
Swinburne University - Online
Certificate IV in Leadership And Management -
Australian Institute of Managment
Certificate IV in Disability -
TAFE Queensland
Supports Coordinator Psychosocial Course -
DSC NDIS Training
Advanced Diploma in Management - Business Management
Macquarie Graduate School of Management - MGSM
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