Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Tracy Papavasiliou

River Heads

Summary

Experienced Manager in the field of Disability support and Aged Care services with an excellent work ethic. Strong communicator who is trained in using interpersonal skills to develop and maintain effective relationships with clients, team members, and external stakeholders. Possesses exceptional time management and organisational skills to manage competing priorities and meet deadlines. Displays strong analytical skills to monitor service delivery standards and ability to implement continuous improvement processes. Proficient in all aspects of Microsoft Office. Strong knowledge of customer relationship management systems to manage client information and communication. Exceptional leadership and management skills with a proven history of inspiring and motivating team members to excel, exceed all goals and thrive in their work environment. Excellent knowledge in report writing and all aspects of the NDIS. Current NDIS Work screening & Blue Card holder. Current National Police Check. Current Open Australian Drivers Licence.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Neighbourhood Leader

BlueCare (Uniting Care)
06.2024 - Current
  • Overseeing a Geographical area, leading at team of Registered Nurses, Home Care Package Partners, Liaison, Administration Officers and Personal Carers to deliver timely and effective services under CHSP, HCP and FFS in the Aged Care community to assist customers to remain living independently & safely in their home.
  • Maintain operations and ensure quality service delivery across a range of services and customer segments within a geographical area.
  • Determine and foster key relationships both within Uniting Care and externally and proactive management with My Aged Care, Queensland State Government, other service providers of community services and local community leaders.
  • Strengthen brand awareness in area through local activity and a range of marketing and communication techniques that provide maximum growth opportunities and increase customer base.
  • Lead local team of Nurses, Administration Officers and Personal Carers to respond to changing client demand and maintain morale in times of constant change.
  • Ensure the provision and implementation of systems, software and training required to administer services in MAC

Home Care Package Partner

BlueCare (Uniting Care)
11.2023 - 06.2024
  • Assisting Customers to remain Living Independently in their own Homes by ensuring that care needs are continually assessed and monitored for change, implementing required supports in a timely manner.
  • Managing Home Care Packages for Aged Care Participants, linking Clients in with BlueCare and External Service’s and Providers
  • Creating and Maintaining Individual Care plans.
  • Completing Service Reviews, Monitoring Package Funds spending, reporting to relevant Governing Bodies.
  • Liaising with Allied health Providers
  • Completing referrals to relevant providers.
  • Ensuring Customer needs are met and services are relevant to need.
  • Liaising with ACAT and My Aged Care
  • Liaising with relevant stakeholders.

Service Manager (Accommodation)

CPL
01.2018 - 12.2023
  • Provide operational leadership and oversight for a portfolio of CPL’s accommodation and associated support services.
  • Responsible for the provision of high quality, person-centred support to our clients, carers/ families
  • Responsible for the service delivery of performance KPI’s
  • Focus on growth of our people, team building and professional development of our client workforce
  • Responsible for the service delivery and support of our Service Facilitators and Household Facilitators in ensuring a safe and positive experience for our clients, carers/families and our employees
  • Develop forums for the sharing of ideas and learnings between houses including at team and leadership meetings
  • Coach and mentor Facilitators and Direct Support staff to problem solve and make decisions in the best interest of our clients
  • Oversee the delivery of high-quality integrated services that meet the needs of our clients
  • Coordinate the management of residential/SIL vacancies in alignment with CPL policies and procedures
  • Specialist Disability Accommodation expertise and specialist housing solutions including the delivery of supports that caters for high support need and high complex clients
  • Oversee the accommodation response to major risk incidents
  • Provide subject matter expertise with regards to NDIS Accommodation services
  • Ensure the provision and implementation of systems, software and training required to administer CPL services
  • Effectively manage resources, including human, financial, assets and capital costs efficiently
  • Manage and support a team of Service Facilitators to provide and maintain the running of 6 x 24 hours support homes and provide private residence In- home disability support services to Adults and Children with a range of disabilities.
  • Recruitment, induction, training, performance reviews and performance management of staff
  • Provide support to the 24 hour On – Call Emergency response team
  • Seek and report on customer feedback and support the resolution of customer complaints and questions as escalated from the Service Facilitators and Household Facilitators.
  • Identify staff training and development needs, ensure training is up to date at all times.
  • Identify, remove, and reduce hazards to ensure a safe working environment
  • Attend SIL and participant review meetings with participants and stakeholders
  • Reporting of Restrictive Practices to the NDIS Commission
  • Work with the senior leadership team to identify, develop and implement key organisational plans, stakeholder engagement strategies and staff performance plans

After-hours Response Team member

CPL
07.2023 - 11.2023
  • Primary point of contact for outside of business hours support for services teams across the organisation including Direct Support Workers, Clients, Service Facilitators, and Managers.
  • After Hours Response Team members are responsible for providing guidance and support, sharing information and supporting the management of incidents, able to resolve most enquiries at first call resolution.
  • Guide and advise Direct Support Workers whilst on shift relating to behaviour support, medication and health care, and emergency or critical situations and queries.
  • Provide direction and support to clients with queries outside of business hours.
  • Respond to and manage incidents and ensure compliance with critical incident frameworks.
  • Provide advice on client support or roster changes to Direct Support Workers, Service Facilitators, Shift Fill Team and other After Hours team members as required.
  • Comply with, maintain up to date knowledge of, and adhere to all legislative and organisational policies and procedures.
  • Ensure effective communication with other After Hours team members working on a rotational roster to ensure consistency of service.
  • Proficient in Salesforce and Riskman Incident Management Systems

Area Manager

CPL
12.2021 - 07.2023
  • Maintain operations and ensure quality service delivery across a range of services and customer segments within a geographical area.
  • Determine and foster key relationships both within CPL and externally and proactive Stakeholder Management with NDIS, Queensland State Government, other service providers of community services and local community leaders.
  • Strengthen brand awareness in area through local activity and a range of marketing and communication techniques that provide maximum growth opportunities and increase customer base.
  • Lead local team to respond to changing client demand and maintain morale in times of constant change.
  • Ensure the provision and implementation of systems, software and training required to administer services in NDIS
  • Share learning and insights of operating in NDIS with other CPL staff that will contribute effectively towards the Organisation’s NDIS business systems evaluation and strategy.
  • Provide leadership to local staff and delivery of services with a customer focus; and effectively manage resources, including human, financial, assets and capital costs efficiently.

In-Home & Community Support Coordinator

CPL
01.2012 - 01.2018
  • Coordinate high quality timely and responsive supports to people with various disabilities in their own homes and within the community
  • Implementing and maintaining individualised client plans
  • Supervision, support, and mentoring of staff
  • Ensure budgets are adhered to and track outputs/delivery
  • Excellent understanding of organisational policies, procedures and QMS
  • Recruitment, induction, training, and performance management of staff
  • Ensure client files are kept at an audit standard
  • Proficient in Microsoft office suite
  • Part of a central On – Call After hours Emergency Team
  • Identifying staff training and development needs
  • Manage and maintain the running of 24-hour support homes
  • Liaise with clients and relevant stakeholders
  • Proficient in Carelink rostering and Riskman risk incident and hazard management systems.
  • Identify, remove, and reduce hazards to ensure a safe working environment
  • Financial Management skills
  • Working knowledge of the Human Services standards
  • Excellent Conflict resolution skills
  • Understanding and reporting of restrictive practices
  • NDIS knowledge and preparation

Team Leader (Support in the community)

CPL
01.2010 - 01.2012
  • Coordinate high quality timely and responsive supports to people with various disabilities in their own homes and within the community
  • Implementing and maintaining individualised client plans
  • Supervision, support, and mentoring of staff
  • Ensure budgets are adhered to and track outputs/delivery
  • Excellent understanding of organisational policies, procedures and QMS
  • Recruitment, induction, training, and performance management of staff
  • Ensure client files are kept at an audit standard
  • Proficient in Microsoft office suite
  • Part of a central On – Call After hours Emergency Team
  • Identifying staff training and development needs
  • Manage and maintain the running of 24-hour support homes
  • Liaise with clients and relevant stakeholders
  • Proficient in Carelink rostering and Riskman risk incident and hazard management systems.
  • Identify, remove, and reduce hazards to ensure a safe working environment
  • Financial Management skills
  • Working knowledge of the Human Services standards
  • Excellent Conflict resolution skills
  • Understanding and reporting of restrictive practices
  • NDIS knowledge and preparation

Senior Support Worker

CPL
01.2009 - 01.2010
  • Provide direct support with personal care to clients and training to staff as needed.
  • Rostering
  • Staff mentoring and training
  • Program Development
  • File Reviews
  • Timesheet approvals
  • Home Visits

Education

Certificate IV - Disability

CPL
Hervey Bay, Qld
01.2019

High School Diploma - undefined

01.1983

Skills

  • Relationship building
  • Conflict resolution
  • Strategic planning
  • Motivating teams
  • Stakeholder engagement
  • Team leadership
  • Attention to detail
  • Customer service
  • Analytical thinking
  • Operations management
  • Financial management

Certification

  • Lead With Emotional Intelligence - AIM, Hervey Bay, QLD, Australia, 2019
  • People Leadership - AIM, Hervey Bay, QLD, Australia, 2019
  • Conflict Management & Physical Intervention - Maybo, Hervey Bay, Qld Australia, 2019

Timeline

Neighbourhood Leader

BlueCare (Uniting Care)
06.2024 - Current

Home Care Package Partner

BlueCare (Uniting Care)
11.2023 - 06.2024

After-hours Response Team member

CPL
07.2023 - 11.2023

Area Manager

CPL
12.2021 - 07.2023

Service Manager (Accommodation)

CPL
01.2018 - 12.2023

In-Home & Community Support Coordinator

CPL
01.2012 - 01.2018

Team Leader (Support in the community)

CPL
01.2010 - 01.2012

Senior Support Worker

CPL
01.2009 - 01.2010

Certificate IV - Disability

CPL

High School Diploma - undefined

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Tracy Papavasiliou