Susan Abbott Email & Phone Number

Melbourne, Vic, Au

1 Flintoff Street Greensborough

Regional Assessment & Intake OfficerContracted Part TimeReport to: Service Navigation & Assessment Lead* Undertake holistic home support assessments underpinned by a wellness and reablement approach, assisting clients to continue living independently in their home and community* Meet KPI's as per myagedcare expectations-95-100% triaging and accepting incoming referrals within 3 days-80-100% completion of assessments within recommended timeframe of assessments in relation to priority level-80-100% meeting 10% of customers seen meeting reablement criteria-100% meeting quality assurance of the National Screening and Assessment form-100% client satisfaction surveys* Develop and maintain relationships with Service Providers to enable customers to receive timely and appropriate services* Developed close relationships with other support teams, Regional RAS Group, Service Connection and ACAS (Aged care Assessment Services)* Ensure incoming reviews are triaged and attended in a timely manner ensuring customers receive the required services and if applicable referred to supporting Services - Service Connection and or ACAS* Work closely with the Team Leader to ensure we are meeting KPI's, developing plan to cover staff leave and ensuring as a team we work as efficiently as able, triaging to meet customer demand

Regional Assessment & Intake OfficerContracted CasualReport to: Service Navigation & Assessment Lead* Undertake holistic home support assessments underpinned by a wellness and reablement approach, assisting clients to continue living independently in their home and community* Meet KPI's as per myagedcare expectations-95-100% triaging and accepting incoming referrals within 3 days-80-100% completion of assessments within recommended timeframe of assessments in relation to priority level-80-100% meeting 10% of customers seen meeting reablement criteria-100% meeting quality assurance of the National Screening and Assessment form-100% client satisfaction surveys* Develop and maintain relationships with Service Providers to enable customers to receive timely and appropriate services* Developed close relationships with other support teams, Regional RAS Group, Service Connection and ACAS (Aged care Assessment Services)* Ensure incoming reviews are triaged and attended in a timely manner ensuring customers receive the required services and if applicable referred to supporting Services - Service Connection and or ACAS

Brunswick, Victoria, Australia

* Maintained and built relationship with Nursing agency to ensure high level of staff provision to cover staffing needs* Worked with IT to enable agency staff to access IT equipment, rosters and client care plans, promoting consistent care and ensuring they were supporting throughout the shift* Worked with Manager to implement policies and procedures, ensuring we maintained expected quality of care, maintaining quality assurance expectations

Brunswick, Victoria, Australia

Interim position: Manager of NursingReported to: Manager of InHome Care (IHC)*Monitored meeting contracted hours for Community Home Support program, adjusting incoming referrals, ensuring staff data was accurate and myaged portal correctly managed* Managed staff performance, performance plans, reviews and complaints* Maintained a close relationship with Quality Management participating in any at risk clinical discussions* Provided ongoing information, review and testing of new IT system to be integrated into day-to-day procedures

Brunswick, Victoria, Australia

Jan 2018 - 2021- Clinical Care LeadReport to: ManagerAchievements• Maintained a high level of client care and satisfaction through ensuring staff followed detailed care plans• Managed staff rostering, assisted with daily care rosters and employment of staff• Developed on site orientation program, including procedures to ensure a consistent and high level of care maintained• Resolved conflict and provided solutions to health and social needs of clients, family and service providers/referral sources at an advanced level• Managed the Myaged care portal and incoming referrals to ensure Clients needs met and services provided in a timely fashion, promoting client independence at home and reducing any emergency admissions to hospital

Blyth St Brunswick

August 2015- Current Registered NurseReport to: ManagerAchievements• Maintained a high level of client care and satisfaction through following detailed nursing care plans• Provide individualised care to up to 8 clients per day • 100% client satisfaction by delivering care at the required time for care needs and client and family lifestyles• Resolved conflict and provided solutions to health and social needs of clients at an advanced level• Assessed Clients needs and referred/initiated appropriate levels of care preventing any emergency admissions to hospital

St Kilda Rd Melbourne

Reported to: National General ManagerNumber of Direct Reports: 7• Recruitment Consultants x 2• Business Administrator• Team Leader Allocations – Day Team• Team Leader Allocations – After Hours• Compliance Administrator• Data entry ClerkIndirect Reports: 6 x day allocation staff 7 x after hours allocation staff St KildaAchievements• Managed a team of 12 who consistently have a fill rate of 95% staffing across Aged Care & Community sites in 3 states of Australia• Ensured 100% of clients received 100% support at the appropriate level of need through individual analysis of both client and support worker• Met regularly with Clients to ensure best practice provided, ensuring GP remained stable in an environment of reducing agency spend• Educated interstate teams on system requirements so we were able to maintain 95% fill rate • Reduced client complaints by 75% through the implementation of skill assessment • Transitioned team through 2 new data systems with error rate of less than 5% by end of first week

Collins St Melbourne

Reported to: Victorian General ManagerNumber of Direct Reports: 7• Team Leader Recruitment• 5 x allocation staffIndirect Reports: 2• Recruitment consultant• Compliance administratorAchievementsRole the same as for Team Leader Health but now across two industry streams (Aged Care & Disability)

Prospect St Box Hill

Reported to: Victorian General ManagerNumber of Direct Reports: 4• 2 Recruitment/Allocation staff• 1 x allocation staff• Compliance administratorAchievements• Analysed work flow practices and business needs which enabled me to develop an internal rostering system ensuring that our business was adequately maned 90% of the time• By understanding client needs I was able to fill 95% of roles and reduced complaints by 75% over a 12 month period• On joining the company I ensured I fully understood compliance standards and how to enter these in the data system ensuring that all candidates 100% met mandatory compliance and 75% competency standards• Demonstrated experience in Aged Care stakeholder consultations • Worked with the Business Manager to develop measurable KPI’s/Targets that where relevant and achievable by the allocations team leading to accurate information to both performance manage and recognise individual performance• 100% Completed individualised internal and external reports on service delivery standards on a weekly basis• Correctly entered all Account details (payroll & invoicing) ensuring less than 1% payroll/invoice errors • Transitioned internal staff form a unit based system to an organisational system over a 4 week period ensuring business continued as normal• Internally, I facilitated between the allocations team and the Business manager allowing the Business Manager to focus on his role of building the business, while I ran the day to day operations• I developed measurable time lines and candidate assessments to ensure we had a 70% level of candidates actively seeking employment

Tullamarine

Reported to: First 3 months to Promoting Manager After initial 3 months - Distributorship ManagerNumber of Direct Reports: 10• 9 x Tupperware Consultants• 1 x New ManagerNumber of Indirect Reports: 5• 5 x Tupperware ConsultantsAchievements• Achieved 3 demonstrations/week with average sales of $1,000, during my time with Tupperware• Promoted 1 consultant to Manager• Recruited, trained & managed 9 Tupperware Consultants• Consistently maintained team sales of over $18,500 per month putting me in the top 50%• Achieved recognition at all sales events resulting in gifts and Tupperware valued at over $8,000• Recognised on stage at 3 national sales events for my sale activity• Presented at a National sales event on Effective Time Management and how it will benefit your business success • By understanding client needs and maintaining a customer data base I was able to provide a high level of customer satisfaction both with service and product, resulting in 50% of my business being repeat sales

Furlong Rd Sunshine

Reported to: Office ManagerIndirect Reports: 40• 35 x Registered Nurses• 5 x Personal Care WorkersAchievements• Developed care plans to meet the needs of clients with complex care resulting in 100% of clients achieving their long term care needs• Improved individual clients continence management by effectively assessing and introducing manageable solutions to their needs • Improved knowledge across team by providing in-service education. This resulted in 25% increase of staff able to provide continence management.• Through effective roster management of internal staff and allocation of clients, ensured less than 5% of visits cancelled

Furlong Rd Sunshine

1995 – 2003 Geographic Area Team LeaderReported to: Office ManagerDirect Reports: 8• 6x Registered Nurses• 2 x Personal Care WorkersAchievements• Promoted to Clinical Care Manager-Continence, through obtaining further education,• Internally, I facilitated between the Geographical team and the Clinical Managers to ensure 100% of clients received the required care at the correct time• Continued in role of District Nurse with my own client focus• Provided direct care to clients around wound care, medication management, health care• Provided support to internal team ensuring they had the skills and knowledge to provide effective client care1990 – 2003 District NurseReported to: Area Team leaderAchievements• Through maintaining a high level of client care and satisfaction and by attending ongoing education, promoted to Team Leader• Maintained a geographic area visiting up to 10 clients per day and providing individualised care • Developed care plans to meet the needs of clients with basic care requirements and over the 4 years increased my skill and knowledge to provide this to clients with complex care needs resulting in 100% of clients achieving their long term care needs.• 90% client satisfaction by delivering care at the required time for care needs and client and family lifestyles• Resolved conflict and provided solutions to health and social needs of clients from a beginner level to an advanced level• Assessed Clients needs and referred/initiated appropriate levels of care preventing any emergency admissions to hospital

Certificate Of Nursing, Registered Nursing/Registered Nurse

Graduate Diploma Community Health, Registered Nursing/Registered Nurse

Bachelor Of Nursing, Public Health/Community Nurse/Nursing