Vicki Martins
Sydney,Australia
Summary
I am a community care leader with extensive experience across aged care, case management, coordinator support, and working with a wide range of stakeholders. I have mentored, coached, built the capability of coordinators and frontline teams, guided organisations through major aged care reforms, and managed high-risk client situations with a calm and person-centred approach. Experienced in digital transformation, improving processes, ensuring compliance, and strengthening partnerships inside and outside the organisation. Above all, I am passionate about helping older Australians maintain their independence, choice, and control in their own lives.
Overview
30
30
years of professional experience
Work History
Executive Manager – Community Care
Carrington Centennial Care
01.2017 - Current
- Leadership & Operational Management
- Responsible for day-to-day operations and strategic management of Carrington’s Home Care business, aligned to organisational strategic plan and KPIs.
- Led the organisation through multiple Home Care and Aged Care reforms, including the latest transition to Support at Home.
- Provided strong, supportive leadership to coordinators, case managers, and community teams during significant industry change.
- Coordinator Support & Capability Building
- Delivered ongoing coaching, mentoring, and capability development for coordinators and case managers.
- Supported teams in risk escalation, complex client management, and achieving client-centred outcomes.
- Developed training, resources, and guidance to uplift service quality and regulatory compliance.
- Digital Transformation & Systems Leadership
- Joint Project Sponsor for major digital transformation initiatives, including system upgrades and portal enhancements to support Aged Care Act 2024 and Support at Home. Oversaw delivery of:
- Clinical reporting dashboards
- Incident & risk management systems
- Client assessment & care planning tools
- Financial management dashboards
- Case management KPI frameworks
- A customer communication app - with 91% client engagement, reported by software vendor as an industry-leader in customer utilisation.
- Quality, Compliance & Partnerships
- Led the team through a successful Home Care Quality Review by the Aged Care Quality and Safety Commission.
- Built strong relationships with government and departmental representatives.
- Active member of local PHN Clinical Council and Consumer Advisory Committee.
- Continuous Improvement
- Fostered a culture of client and employee consultation to drive process improvement.
- Worked closely with internal and external stakeholders, project teams, and vendors to ensure successful implementation of major change initiatives.
Senior Case Manager – Community Care
Carrington Centennial Care
01.2016 - 01.2017
- Managed a caseload of high-needs, complex HCP clients.
- Mentored and supported case managers to deliver best-practice service and exceptional customer experience.
- Maximised Home Care Package funding utilisation.
- Led complex problem solving and complaints management with strong outcomes.
Case Manager – Home Care Packages
Carrington Centennial Care
01.2015 - 01.2016
Referral & Intake Coordinator – HCP & CHSP
Carrington Centennial Care
01.2014 - 01.2015
Coordinator – CHSP Respite Services
Carrington Centennial Care
01.2013 - 01.2014
- Progressively advanced through community roles, gaining deep operational knowledge of HCP, CHSP, respite, intake, client onboarding, and service coordination.
- Provided relief coverage across multiple functions.
Self-Employed
01.2001 - 01.2013
- Developed strong business development, relationship management, and customer-focused operational skills.
Nurse Unit Manager – Dementia Respite Services
Bankstown City Aged Care
01.1996 - 01.2001
- Led dementia respite services, supporting clients with complex needs and their families.
- Built strong relationships with community partners, clinical teams, and caregivers.
Education
Diploma of Health Science - Nursing
University of Western Sydney
Diploma of Business - undefined
Welfare Certificate -
TAFE
Skills
- Relationship & Stakeholder Management
- Coordinator Engagement
- Capability Building, Training & Coaching
- Community Partnerships & Outreach
- High-Risk Client Oversight & Escalation
- Aged Care Reforms / Support at Home
- Quality, Compliance & Risk Management
- Digital Transformation & Change Management
- Process & Service Improvement
- Program Design, Implementation & Evaluation
- Customer Experience & Complaint Resolution
- Strong Communication & Influencing Skills
Affiliations
- Primary Health Network (PHN) - Clinical Council – Member
- Primary Health Network (PHN) - Consumer Advisory Committee
Timeline
Executive Manager – Community Care
Carrington Centennial Care
01.2017 - Current
Senior Case Manager – Community Care
Carrington Centennial Care
01.2016 - 01.2017
Case Manager – Home Care Packages
Carrington Centennial Care
01.2015 - 01.2016
Referral & Intake Coordinator – HCP & CHSP
Carrington Centennial Care
01.2014 - 01.2015
Coordinator – CHSP Respite Services
Carrington Centennial Care
01.2013 - 01.2014
Self-Employed
01.2001 - 01.2013
Nurse Unit Manager – Dementia Respite Services
Bankstown City Aged Care
01.1996 - 01.2001
Diploma of Business - undefined
Diploma of Health Science - Nursing
University of Western Sydney
Welfare Certificate -
TAFE
Training
Multiple Industry Training Programs
- HLTINF001 – Infection Prevention & Control
- HLTAID010 – Basic Emergency Life Support
- HLTAID009 – Cardiopulmonary Resuscitation
- HLTAID011 – Provide First Aid