Summary
Overview
Work History
Skills
Timeline
Generic

Tuamaki Tagaloa

Upper Coomera,Australia

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

27
27
years of professional experience

Work History

Service Delivery Manager

Accordcare
08.2023 - Current
  • Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
  • Improved service quality, addressing client concerns promptly and professionally.
  • Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
  • Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
  • Enhanced service delivery by developing and implementing efficient processes.
  • Oversee the development of risk management protocols to ensure any incidents or complaints are handled effectively and in compliance with NDIS procedures.
  • Act as the primary point of contact for escalated complaints and incidents, resolving them in a timely and professional manner.
  • Oversee the development of risk management protocols to ensure any incidents or complaints are handled effectively and in compliance with NDIS procedures.
  • Act as the primary point of contact for escalated complaints and incidents, resolving them in a timely and professional manner.
  • Ensure all service delivery activities comply with NDIS standards and relevant regulations.
  • Prepare for and manage external audits, ensuring the team adheres to quality assurance processes.
  • Represent the organisation in external forums and industry events to promote services and expand referral networks.
  • Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
  • Client and family satisfaction with communication and responsiveness
  • Exceptional verbal and written communication skills, with the ability to build strong relationships with diverse stakeholders (clients, families, external agencies).

Regional Lead

Australian Foundation for Disability
08.2022 - 08.2023
  • Lead teams across a geographic area and different service types to enable teams to deliver exceptional experiences for every customer, every day
  • Successfully deliver a range of safe and high quality Afford services including Community Services, Centre based services, Independent Living and Short-Term Accommodation (respite) services and ensure they are compliant with external legislation and standards
  • Provide input into and work within business unit and operational plans and initiatives.
  • Ensure service delivery is performed within Afford Policies and Procedure framework and in line with budget, financial expectations and Delegations of Authority.
  • Work with all teams across Afford and be accountable for the implementation of any Head Office initiative to ensure teams are working in a way that prioritises customer safety and positive outcomes.
  • Develop and maintain productive and effective relationships across Afford and across the sector, utilising these relationships to continuously improve the customer experience.
  • Maintain a clear direction for the service delivery function to ensure staff focus on higher quality services to clients and the communities in which they live and we are located
  • Build strong relationships with other roles in head office and in operations, to ensure we are working in partnership to deliver the Vison of Afford.
  • Responsible for the successful delivery of Afford service and performance of all service delivery staff in the geographic region.
  • Ensure decisions are made on clear evidence and within a framework of disability standards and organisational values.
  • Ensure clarity of process and procedure is consistently implemented across all functions of service delivery.

District Manager Accommodation and Respite

Australian Foundation for Disability
03.2021 - 08.2022
  • To manage and oversee the overall effective operations of multiple large Lifestyle Centres and Support Services.
  • Oversee and manage Client Support and Customer Service.
  • Support and direct Team Leaders, Senior Lifestyle Assistants and Lifestyle Assistants in their service delivery
  • Ensure Personal Lifestyle Planning (PLP) Skill Building programs, Behaviour Management Plans, Health Care Plans and Mental Health Support Plans are developed, implemented, monitored and documented as required.
  • Promote positive Family and Community Relationships. Liaise with clients, families, guardians, advocates, community groups and external agencies where appropriate
  • Oversee all Administrative Processes
  • Oversee and Manage informal disciplinary matters and grievances
  • Oversee and manage the budgets and financial systems and records of the program and monitor their use in accordance with the organisations requirements
  • Ensure quality and business improvement is implemented at all sites.
  • Ensure all relevant Afford sites and assets (including motor vehicles) are used and monitored appropriately
  • Provide Emergency out-of-hours advice to staff as required.
  • Ensure a safe and healthy workplace by implementing and adhering to all Afford WHS policies and procedures
  • Report all grievances and complaints to District Manager, Human Resources and relevant State Manager.
  • In consultation with District Manager, manage all issues relating to staff development, training and improvement needs.
  • In consultation with District Manager, manage any performance issues, misconduct or duty of care issues as per procedure
  • Contribute to the Afford Strategic plan and business objectives
  • Ensure outcomes of the Afford strategic plan are delivered by all staff where relevent
  • Completion of all necessary audits, reports and statistics
  • Manage and Coordinate Administrative Processes
  • Implement and manage adherence to program budget
  • Monitor and ensure all paperwork and documentation associated with service on site is up-to-date and accurate. Documentation includes:
  • NDIS plans
  • Service agreements
  • Daily Progress Notes
  • Client Profile
  • Client Risk Profile
  • Medical and support plans
  • Incident Reports
  • Client files
  • Risk assessments
  • Weekly Medication audits.
  • Manage the claiming ensuring all clients are entered, claiming is accurate and actioned in a timely manner
  • Complete Weekly Sales Analysis and submit by deadline
  • Promote positive family and community relationships
  • Promote positive family relationships and community networks to ensure optimum participation
  • Develop links in the community to expand the inclusion of clients in local activities, accessing community resources and venues
  • Ensure awareness, sensitivity and competence to meet the individual cultural needs of clients and their families

Respite Team Leader

Australian Foundation for Disability
10.2019 - 03.2021
  • To manage the day-to-day operations of a Day Program / Supported Independent Living / Short Term Accommodation site to ensure that a safe, comfortable, personalised environment is offered in which Clients maximise their independence, are able to develop their skills, abilities & aspirations using a Person Centred approach. To provide quality services to people with disabilities, their families and carers.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
  • Fostered positive employee relationships through communication, training and development coaching.
  • Completed daily quality assurance duties to provide feedback for improvements.
  • Manage and support sub-ordinate staff
  • Effectively support and supervise Senior Lifestyle Assistants and Lifestyle Assistants and other sub-ordinate staff
  • Conduct supervision with Lifestyle Assistants on a quarterly basis.
  • Report all grievances and complaints to District Manager, Human Resources and relevant State Manager.
  • In consultation with District Manager, manage all issues relating to staff development, training and improvement needs.
  • In consultation with District Manager, manage any performance issues, misconduct or duty of care issues as per procedure
  • Contribute to the Afford Strategic plan and business objectives
  • Ensure outcomes of the Afford strategic plan are delivered by all staff where relevent
  • Completion of all necessary audits, reports and statistics
  • Manage and Coordinate Administrative Processes
  • Implement and manage adherence to program budget
  • Monitor and ensure all paperwork and documentation associated with service on site is up-to-date and accurate. Documentation includes:
  • NDIS plans
  • Service agreements
  • Daily Progress Notes
  • Client Profile
  • Client Risk Profile
  • Medical and support plans
  • Incident Reports
  • Client files
  • Risk assessments
  • Weekly Medication audits.
  • Manage the claiming ensuring all clients are entered, claiming is accurate and actioned in a timely manner
  • Complete Weekly Sales Analysis and submit by deadline
  • Promote positive family and community relationships
  • Promote positive family relationships and community networks to ensure optimum participation
  • Develop links in the community to expand the inclusion of clients in local activities, accessing community resources and venues
  • Ensure awareness, sensitivity and competence to meet the individual cultural needs of clients and their families

Respite Client Liaison Officer

Family and Community Services
01.2017 - 01.2019
  • Externally, the respite Client Liaison officer represents the agency on joint working parties
  • Interacts with non government service provides on an as needs basis
  • Liaises with persons with a disability, families, external stakeholders on an as-needs basis to discuss issues and placement.
  • Audits
  • Complete budgets for each individual client
  • Confirmations of bookings with families
  • Coordinating access to ADHC operated respite services for persons with a disability.
  • Preparing reports on service requests, priorities, bed utilisation rates, MDS returns.
  • Data entry to CIS and other corporate systems as required to support Accommodation and Respite line managers in the management and allocation of respite.
  • Liaising with Department of Education and Training on an as-needs basis for the coordination of arrangements of school transport for children accessing respite.
  • Interacts with the Business Support Coordinator on a daily basis for advice, supervision or support or to discuss client or respite issues.
  • Interacts with Disability Support Workers and Team Leaders as required regarding placement issues, paperwork, providing advice on service user groupings and filling respite vacancies.
  • Liaises with the Case Manager, Community Access, regarding respite plans and orientation for the person entering respite and respite allocation issues on an as-needs basis.
  • Interacts with other ADHC Accommodation and Respite officers on an as-needs basis regarding placement, paperwork and respite plans or to gather data or information
  • Served as key corporate representative, liaising with various parties in support of operational excellence.

Service Support Analyst / Project Officer/ Auditing

Family and Community Services NSW
01.2017 - 01.2019
  • Maintained positive working relationship with fellow staff and management.
  • Performed variety of clerical and administrative duties pertaining to on-site support.
  • Collected, analyzed and reported on data for use in operational planning.
  • Monitoring the compliance of supported accommodation and respite units With ADHC policies, procedures, audit requirements and agreed service Levels
  • Extensive experience in facilitating a complex transition program where I was able to transition up to 120 clients from a large residential environment back into the community with 24 Brand new Supported Accommodation houses.
  • Liaised with Key stakeholders in supplying and designing furniture based on individual needs of complex clients within each house.

Rostering Officer

Family and Community Services NSW
01.2011 - 08.2018
  • Parramatta – Ageing Disability and Home Care covering multiple Accommodation and Respite houses – Western Sydney and Nepean Blue Mountains Districts various periods
  • Performed data entry and recordkeeping tasks to track company correspondence and updates.
  • Supported office clerical functions using word processing and other software, email and office machines.
  • Prepared and submitted requisitions to maintain supply standards in accordance with established procedures.
  • Reviewed files, records and other documents to obtain information or respond to requests.

Administration Officer

Ageing Disability and Homecare
01.2003 - 01.2013
  • Additionally to my normal Administrative duties which is answering and distributing phone messages, distribution of the incoming & outgoing daily mail, typing & photocopying. I perform the following tasks
  • Prepare and organise invoices with payment voucher
  • Organise fleet car maintenance monthly, as per ADHC Motor Vehicle Policy
  • Collate ADHC Vehicle Running Sheets monthly, edit information on to the FBT spread sheet to be forwarded to head office as per ADHC Motor Vehicle Policy
  • Prepare a list for stationary orders on the Smart buy system. Once goods received, examine items and distributed throughout office.
  • Update spread sheets, phone lists and sign-on book ensuring they are all kept up to date and edited as required.
  • Organise Staff ID Cards, Driving Licence and Office RFID Cards.
  • Source & purchase office equipment from Bizlink IT, and external suppliers
  • Complete Mangers Check List on Income & Expenditure Report when acting in Senior Administrative Role .Records Management for all CST Client Files
  • Administer Petty Cash both cash handling and cheques, distribute monies to staff and cheques to group homes, ensuring the amounts are correct and accurate.
  • Created reports using advanced data management and software skills.
  • Developed and strengthened client relationships by delivering knowledgeable support.
  • Generated and delivered daily outstanding payment invoices to customers.
  • Monitored and documented program, staff and leadership actions and drafted update reports for senior leaders.
  • Identified and resolved complex problems impacting operations management and business direction.
  • Managed projects in alignment with time, budget and quality requirements.
  • Achieved timeline and quality targets when organizing large volume of records.
  • Established and enforced successful operational policies to strengthen team productivity while empowering individual staff to independently handle job tasks.
  • Advocated for staff training and spearheaded continuous development strategies to maximize team performance.

Purchasing and Finance Officer

Granville Tafe
01.2000 - 01.2003
  • Prepared month-end accruals and necessary journal vouchers to facilitate month-end closing.
  • Used Excel to analyze and integrate data for high volume database.
  • Oversaw all postings and reconciliation of ledgers and accounts.
  • Worked with senior management to define standards, policies, procedures and organizational enhancements to meet company goals for finance.
  • Worked with regulatory representatives to complete accurate filings and maintain compliance.
  • Evaluated budget plans and current costs to project trends and recommend updates.
  • Conducted audit procedures and documented results to evaluate internal control effectiveness.
  • Created and enforced company-wide controls regarding revenue and expenses in concerted effort to protect organization's assets.
  • Planned and coordinated risk mitigation strategies to protect company assets.
  • Reviewed applications against established parameters to determine approval, rejection or modification requirements.
  • Compiled operational and risk reports detailing financial metrics to help management make proactive decisions.
  • Checked payroll, vendor payments and other accounting disbursements for accuracy and compliance.
  • Completed month-end and year-end closings, kept records audit-ready and monitored timely recording of accounting transactions.

Payroll Officer

Meadow Bank Tafe NSW
01.2000 - 01.2002
  • Managed payroll for temporary, hourly and salaried employees.
  • Assisted with audits by preparing accounts and providing information.
  • Generated relevant paperwork and payroll reports.
  • Calculated overtime, vacation sick hours and other categories of time.
  • Responded to requests for information as company expert on payroll operations.
  • Kept operations in compliance with requirements by applying knowledge of applicable regulations, legal statutes and tax code information.
  • Responded to employee inquiries regarding payroll and timekeeping.
  • Confirmed attendance, hours worked and pay rates to properly post information in appropriate records.
  • Processed and issued paychecks and earnings statements.
  • Prepared and balanced end-of-period reports and reconciled payroll issues.
  • Managed payroll and time and attendance systems.
  • Tracked employee vacation, personal and sick leave earnings and use.
  • Recorded adjustments to previous pay-related errors.

Data Entry Clerk

Department of Education Blacktown
01.2000 - 01.2001
  • Scanned and stored files and records electronically to reduce paper files and secure data.
  • Maintained database by entering new and updated customer and account information.
  • Collected and organized information for entry, prioritizing entries to increase efficiency.
  • Transferred data from hard copies to digital databases, organizing information in new formats.
  • Identified and corrected data entry errors to prevent duplication across systems.
  • Responded to daily inquiries and requests within mandated timeframe to meet deadlines.

Office Administrator

Yates Gardening Centre
01.1998 - 01.2000
  • Interacted professionally with customers and inside personnel, answering questions and responding to phone and email inquiries.
  • Processed financial documents, contracts, expense reports and invoices.
  • Replenished office supplies, placing new orders for restocking to maintain inventory.
  • Created memos, letters and other documents, fostering internal and external communication.
  • Reviewed documents and obtained additional information to complete accurate paperwork and avoid delays.
  • Filtered emails based on importance and escalated issues to leadership.
  • Used specialized accounting software to debit, credit and total accounts on computer spreadsheets and databases.
  • Collaborated with administrative support to oversee calendars and prioritize meetings and appointments.
  • Automated office operations by managing client correspondence and data communications.
  • Checked figures, postings and documents for correct entry, mathematical accuracy and proper codes.
  • Managed service agreements and purchase orders to drive budget performance and meet schedule requirements.
  • Coordinated and directed organization's financial and budget activities to fund operations, maximize investments and increase efficiency.
  • Reviewed completed work to verify consistency, quality and conformance.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Produced thorough, accurate and timely reports of project activities.
  • Analyzed business performance data and forecasted business results for upper management.

Skills

  • Staff oversight
  • Client relationships
  • Recruiting and hiring
  • Skilled in CIMS, NDIS Reporting Systems
  • Team member motivation
  • Staff training and motivation
  • Conflict resolution
  • First Aid/CPR
  • Decision-making
  • Analytical
  • Safety management
  • Emotional support
  • Team collaborating
  • Improving well-being
  • Coordinating services
  • Managing records
  • Teambuilding
  • Data management
  • Critical thinking
  • Incident investigation
  • Data analytics
  • Training and coaching
  • Mentoring and training
  • Workload management
  • Incident management
  • Risk mitigation
  • Quality monitoring
  • Operations support
  • Effective listening and communication
  • Incident reporting
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking Abilities
  • Reliability
  • Worker supervision
  • Excellent communication
  • Team collaboration
  • Team leadership
  • Effective communication
  • Adaptability and flexibility
  • Verbal and written communication
  • Analytical thinking
  • Documentation

Timeline

Service Delivery Manager

Accordcare
08.2023 - Current

Regional Lead

Australian Foundation for Disability
08.2022 - 08.2023

District Manager Accommodation and Respite

Australian Foundation for Disability
03.2021 - 08.2022

Respite Team Leader

Australian Foundation for Disability
10.2019 - 03.2021

Respite Client Liaison Officer

Family and Community Services
01.2017 - 01.2019

Service Support Analyst / Project Officer/ Auditing

Family and Community Services NSW
01.2017 - 01.2019

Rostering Officer

Family and Community Services NSW
01.2011 - 08.2018

Administration Officer

Ageing Disability and Homecare
01.2003 - 01.2013

Purchasing and Finance Officer

Granville Tafe
01.2000 - 01.2003

Payroll Officer

Meadow Bank Tafe NSW
01.2000 - 01.2002

Data Entry Clerk

Department of Education Blacktown
01.2000 - 01.2001

Office Administrator

Yates Gardening Centre
01.1998 - 01.2000

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Tuamaki Tagaloa