Virginia Pessanha
Newcastle,Australia
Summary
NDIS Support Coordinator with a strong background in complex case management and stakeholder engagement, adept at developing personalised capacity-building strategies to enhance participant independence. Demonstrates expertise in crisis intervention and advocacy, effectively managing high caseloads while reducing provider wait times. Passionate about leveraging the NDIS framework to drive positive outcomes and community participation. Proven track record of managing support services to ensure client satisfaction and company success. Possess solid communication abilities that foster positive relationships with clients and colleagues.
Overview
9
9
years of professional experience
1
1
Certification
Work History
NDIS Support Coordinator (sub-contracting)
Newcastle Social Workers
Newcastle, Australia
05.2024 - Current
- Continuation of support coordination role, focusing on developing participants' personalised strategies, while ensuring seamless coordination of supports and services in alignment with their NDIS plans.
- Ensuring continuity of care for transitioning participants.
- Managing caseloads of up to 20-25 participants with complex needs, ensuring timely coordination of supports.
- Serving as a liaison between families, caregivers, and external service providers.
- Consistently adhering to updated NDIS standards.
- Reducing support provider wait times for participants through improved coordination efforts.
- Providing targeted support to participants with complex behaviors, facilitating access to appropriate services that have significantly enhanced their independence and capacity-building outcomes.
- Monitoring progress of clients' goals and objectives.
- Providing crisis intervention services, as needed.
- Collaborating with multidisciplinary teams to coordinate care plans for clients.
- Prepared and submitted accurate NDIS reports, ensuring compliance with NDIS guidelines and requirements.
NDIS Support Coordinator
Hunter Primary Care
Newcastle, Australia
07.2021 - 05.2024
- Provided comprehensive assistance to NDIS participants in navigating their plans and budgets, ensuring they understood their funding and service options
- Managed a large caseload of participants with complex needs, ensuring timely coordination of supports, effective service delivery, and personalised capacity-building strategies
- Developed and implemented tailored capacity-building strategies to enhance participants' independence, confidence, and community participation, with a focus on achieving their goals
- Liaised effectively with external support providers, including service providers and community organisations, to coordinate and monitor the delivery of high-quality, participant-centred supports
- Prepared and submitted accurate NDIS reports, ensuring compliance with NDIS guidelines and requirements
- Conducted thorough assessments of participants' needs, goals, and aspirations, collaborating with them to develop individualised support plans
- Delivered clear and concise information to participants about their rights, choices, and responsibilities under the NDIS, empowering them to make informed decisions
- Maintained detailed records of all service contacts, ensuring that documentation was accurate, up-to-date, and in accordance with organisational standards
- Contributed actively to the ongoing development of participant supports, engaging with stakeholders to identify areas for enhancement and innovation
- Stayed informed about changes and developments in the NDIS framework, participating in professional development activities to enhance knowledge and skills
- Fostered positive relationships with participants, their families, carers, and other key stakeholders, advocating for their needs and ensuring they received the highest standard of support
Administration and Intake Officer
Hunter Primary Care
Newcastle, Australia
01.2020 - 07.2021
- Managed all incoming referrals and conducted assessments to identify clinical care needs for individuals with complex or severe mental health and psychosocial difficulties.
- Provided empathetic support and accurate information to clients, ensuring respectful communication.
- Provided essential administrative support to the manager, enhancing overall operational efficiency.
- Prepared and submitted monthly reconciliations for company credit cards and corporate banking, ensuring accurate financial records.
- Collaborated with the NDIS billing team to address monthly billing issues related to NDIS plans and fund exhaustion.
- Conducted thorough client assessments, identifying mental health risks, and developed appropriate action plans.
- Facilitated smooth client onboarding, addressing mental health concerns and available resources.
- Provided compassionate support to clients, addressing concerns, and facilitating access to healthcare services.
- Collaborated with multidisciplinary teams for holistic care.
- Managed complex client databases with meticulous attention to detail.
- Ensured accurate record-keeping and compliance with healthcare regulations and privacy standards.
- Contributed to the development of user-friendly intake systems and processes.
- Streamlined client onboarding process, addressing mental health concerns, and connecting individuals with appropriate resources for comprehensive care.
- Conducted in-depth client assessments, identifying mental health risks, and developing tailored action plans to support individual needs.
- Maintained and updated a comprehensive referral database, ensuring accurate tracking and timely access to mental health services for clients.
- Maintained accurate records of client interactions using case management software.
- Provided guidance on eligibility criteria, regulations, and other program requirements.
- Collaborated with internal departments to coordinate services between multiple agencies.
- Analysed data to identify trends or patterns related to applications received.
- Ensured compliance with applicable laws, regulations, and policies governing intake activities.
Client Services Officer
Dementia Australia
Darwin, Australia
02.2019 - 01.2020
- Provided comprehensive support to the Client Services Manager and team, ensuring smooth daily operations
- Maintained front desk functions, including all reception duties, to uphold a professional and welcoming environment
- Facilitated the onboarding process for new staff members and volunteers, ensuring a seamless integration into the team
- Coordinated all travel bookings for staff, optimising efficiency and cost-effectiveness
- Managed the on-site library, ensuring resources were organised and accessible to all employees
- Monitored and managed stock levels of office supplies and stationery, ensuring availability for daily operations
- Reported and followed up on all property and site security issues, ensuring a safe working environment
- Liaised with tradespeople, contractors, and suppliers, maintaining positive working relationships
- Managed key safe and registers, and visitor security passes, ensuring secure access to the premises
- Appointed Office Fire Warden, ensuring compliance with safety regulations
- Submitted monthly reconciliations of company credit cards and corporate banking, maintaining accurate financial records
- Maintained corporate systems and processes, ensuring efficiency and adherence to company policies
- Identified network problems for all staff members and liaised with IT support for prompt resolution
- Provided key administration support to on-site facilitator, contributing to the overall effectiveness of operations
- Provided remote administration support to Alice Springs office and the Corporate Services team in Brisbane, ensuring consistent support across locations
- Rearranged office archives by file cleansing existing documentation while keeping in line with the organisation's confidential waste destruction processes, improving accessibility
- Achieved seamless collaboration in planning the official opening of the new Darwin office, contributing to a successful event and smooth transition
Customer Service Representative
Vita People
Newcastle, Australia
07.2015 - 01.2019
- Provided high-level support to internal stakeholders, team members, and business customers.
- Delivered outstanding customer service and managed complaints positively.
- Liaised with team members, Telstra internal, and third-party organisations to ensure seamless end-to-end service delivery of NBN orders.
- Prepared business customer orders, ensuring completion within operational Service Level Agreements.
- Effectively communicated with team members, ensuring successful achievement of monthly KPI and deadline targets.
- Successfully managed difficult customer enquiries within reasonable timeframes and ensured client satisfaction outcomes.
- Monitored schedules ahead of time to avoid delays with customer appointments and commitments.
- Ensured all customer correspondence was dealt with in strict confidence and managed in accordance with Telstra processes.
Education
Advanced Diploma - Family History
University of Tasmania
10.2024
Certificate IV - Customer Contact
The Real Estate Institute of NSW
12.2014
Diploma - Business Administration
Olympia Business College
Perth, WA12.1995
Skills
- Complex Case Management
- Strategic Advocacy Initiatives
- Crisis Intervention
- Detail-Oriented Task Management
- Stakeholder Relationship Management
- Capacity Building
- Effective Communication
- NDIS Compliance Knowledge
Certification
- NDIS Worker Check, 20177845
- Working with Children Check, WWC2502557E
Languages
- English
- Greek (Fluent)
- Portuguese (Fluent)
Personal Information
Driving License: C Class – Full License
References
Available Upon Request.
Timeline
NDIS Support Coordinator (sub-contracting)
Newcastle Social Workers
05.2024 - Current
NDIS Support Coordinator
Hunter Primary Care
07.2021 - 05.2024
Administration and Intake Officer
Hunter Primary Care
01.2020 - 07.2021
Client Services Officer
Dementia Australia
02.2019 - 01.2020
Customer Service Representative
Vita People
07.2015 - 01.2019
- NDIS Worker Check, 20177845
- Working with Children Check, WWC2502557E
Advanced Diploma - Family History
University of Tasmania
Certificate IV - Customer Contact
The Real Estate Institute of NSW
Diploma - Business Administration
Olympia Business College
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