Victoria West
Albion Park
Summary
Experienced Leader in a not-for-profit organisation with a passion for continuous improvement.
Skilled in identifying opportunities for change and implementing effective solutions using a collaborative approach.
Adept at leveraging new tools and methods to solve problems, record data, capture trends and ensure follow-up and closure of feedback is completed.
Thrive in a fast-paced environment and welcome new challenges.
Passion for providing the community with high-quality care in alignment with relevant national standards and regulations.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Practice Manager
Big Fat Smile
07.2024 - Current
- Address customer and staff concerns promptly and professionally, demonstrating empathy and problem-solving skills.
- Check-in with customers when provided feedback or any complaints provided, establishing trust and opportunities for the customer to feel heard
- Undergo a thorough investigation into complaints received ensuring to capture any underlying issues that may pertain to the complaint promptly
- Monitor customer feedback digital data systems, reaching out to customers who identify issues or are unsatisfied
- Cross-portfolio collaboration to establish improvements required
- Drive services to provide high-quality care for families, children and educators
- Identified issues are reported to the Executive Leadership team
- Drive educator's alignment with the organisation's vision and values
- Ensure services provide safe environments that reflect the voices of all stakeholders.
- Facilitate communication between staff members, fostering a collaborative work environment that improves overall team performance.
- Identify areas for continuous improvement and develop strategies and solutions for future practices
- Transparent communication across all portfolios to drive a culture of collaboration, quality and continuous improvement
- Assess each service against National Quality Standards and compliance with Laws and Regulations, creating action plans to ensure services stay in line with expectations
- Drive a culture where our clients and educators ensure they have a voice and feel heard and supported
Assurance Manager
Big Fat Smile
05.2023 - 07.2024
- Critical support person for services identified in critical need
- Collaboration with key stakeholders to ensure service is steered back on track
- Improve identified areas based on feedback provided
- Create and manage action plans for services to drive quality, improve practices and identify training required
- Prepare services for Assessment and Rating
- Ensure services are in line with regulatory and legislative requirements
- Drive services to achieve in areas against the National Quality standards
- Maintain knowledge and understanding of the various service types within the sector and provide support to them
- Create tracking systems for my team and the service directors to use to ensure compliance with National Laws and Regulations
Team Leader Compliance
Big Fat Smile
11.2020 - 05.2023
- Team leader to Policy Coordinator and Compliance Coordinator
- Oversight of operational policy reviews and changes required as per legislation
- Multi-portfolio collaboration with individual frameworks across the organisation
- Development, refinement and tracking of Organisational Compliance Framework for service operations and internal portfolios
- Driving accountability and guidance of my team in the Compliance Framework
- Creating audit systems and data tracking processes to unpack trends to inform improvements and identify any potential underlying issues
- Data statistic reporting for the Executive Leadership team and board members
- Data recording for three service types and their individual needs
- Legislative and regulatory support for services
- portfolio guidance on underlying internal issues identified
- Training packages developed to address trends
- Liaising with external regulatory authorities
- Engage in fact-finding sessions and develop reports based on findings
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Promoted culture of continuous improvement by encouraging feedback from all organisational levels and implementing actionable changes.
Compliance Coordinator
Big Fat Smile
07.2018 - 11.2020
- Data recording for Team Manager, based on incidents reported to the regulatory authority, customer complaints and near misses
- Identified and reported trends to management
- Member of the Quality and Compliance meetings, speaking to data captured
- Tracked data against previous years
- Created new data tracking resources as further trends were identified
- Contribution to the Compliance Framework in collaboration with management
- Auditing services
- Stayed current on emerging regulatory changes, ensuring timely updates to internal policies and procedures.
- Collaborated with cross-functional teams to address any identified compliance issues promptly.
- Educated employees by conducting compliance training programs and issuing periodic communications to refresh knowledge of compliant work practices.
- Conducted thorough audits to identify areas for improvement in regulatory adherence.
- Actively contribute to policy reviews
- Assist and guide services in compliant practices
Diploma Trained Educator
Kenny Street Community Preschool (Big Fat Smile)
01.2016 - 06.2018
- Educator in the Preschool Room
- Client/customer-based focus
- Managing and directing complaints and feedback given from families and children
- Planning and documenting children’s learning and development
- Complete risk minimisation forms within the work place and for excursions
- Mandatory reporter
- Identify and access hazards within the workplace
- Work effectively within a team environment
- Display organisational skills in room programs and daily routines
Diploma Trained Educator
Stewart Street Community Preschool (Big Fat Smile, formally known as Illawarra Children Services)
11.2003 - 12.2015
- Worked across all age groups
- Mandatory reporter
- 2 IC role
- Acting Director
- Programming and planning role
- Customer/Client focus on families and children
- Managed and reported feedback and complaints received accordingly
Room Leader/2IC
Shalimar Long Day Care Centre
06.2002 - 09.2003
- Full Time
Casual Work
01.2002 - 06.2002
Alunga Child Care Centre (IACC)
08.2000 - 12.2001
Education
Diploma - Children’s Services (Centre Based Care)
Shellharbour TAFE
Shellharbour, NSW01.2001
Skills
- Comprehensive working knowledge of the Education and Care National Quality Framework built over 24 years of experience
- Key leadership skills in mentoring, guiding, and supporting educators to embed compliance and quality practices
- Strong organisation and time management skills
- Excellent written and verbal communication skills
- Detail orientated
- Excellent data tracking management and trends analysis skills
- Driven by organisational values
- Passion for Compliance and Policy adherence
- Transparency across portfolios to assist in identifying quality improvement practices
Certification
- Current NSW Drivers licence
Timeline
Practice Manager
Big Fat Smile
07.2024 - Current
Assurance Manager
Big Fat Smile
05.2023 - 07.2024
Team Leader Compliance
Big Fat Smile
11.2020 - 05.2023
Compliance Coordinator
Big Fat Smile
07.2018 - 11.2020
Diploma Trained Educator
Kenny Street Community Preschool (Big Fat Smile)
01.2016 - 06.2018
Diploma Trained Educator
Stewart Street Community Preschool (Big Fat Smile, formally known as Illawarra Children Services)
11.2003 - 12.2015
Room Leader/2IC
Shalimar Long Day Care Centre
06.2002 - 09.2003
Casual Work
01.2002 - 06.2002
Alunga Child Care Centre (IACC)
08.2000 - 12.2001
Diploma - Children’s Services (Centre Based Care)
Shellharbour TAFE
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