Annie Lillywhite Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

The Operations Manager Vic Services is responsible for managing all aspects of community-based customer directed service delivery. Including; customer onboarding, satisfaction and retention, workforce engagement and management, customer support services, rostering, incident reporting, specialised SIL support, funding, compliance billing and key accounts management.

Melbourne, Victoria, Australia

In my role as an Executive Manager, I lead the services division, nurturing growth and fostering collaboration. I innovate and enhance Service Models to match evolving customer needs and industry trends, ensuring excellent service delivery. Driving business expansion, I strategically pave growth pathways and secure organisational sustainability through astute decision-making and resource allocation.Key Achievements:- Successfully led the advancement of novel services and digital system transformation.- Served as the executive delegate within the Strategy & Innovation Committee.- Provided guidance and mentorship to emerging leaders.- Orchestrated comprehensive business process design from start to finish.

Fairfield

Leading the Qualcare Division of AQA Victoria Ltd, a statewide service providing twenty four hour personal care and support to people in their homes and local communities. Our team are focused on providing service excellence by offering maximum flexibility and choice in the development and delivery of services. Our aim is to achieve service excellence by providing people with a disability, injury or illness and their families with flexible, consistent and individualised care. Planning and services are delivered in environments and communities of choice, in order to support people to maintain independent lives.

Melbourne, Australia

Collaborating closely with the CEO / Founder and Co-Founder, my responsibilities included managing the seamless flow of service inquiries, leads, and onboarding processes, overseeing assessments, and creating comprehensive support plans. I also assisted clients in structuring their teams and schedules to meet their needs. My proactive engagement in networking efforts elevated the organization's industry reputation. Furthermore, I made substantial contributions to policy and procedure formulation, actively participating in developing systems aligned with Department of Health & Human Services Scheme Standards (HSS) and National Standards for Disability Services (NSDS).

North East Melbourne Area

While with Yooralla I managed a variety of residential services which provide 24-hour residential care and support. I managed services specialising in providing support to individuals presenting with high complex needs including dual disability, autism, behaviours of concerns, acquired brain injury and those with high physical and complex medical support needs. I managed services in both metro and rural areas and managed a transitional living support service. As a Service Manager, I showcased a person-centred care approach, integrating active support and positive behaviour principles to enhance residents' well-being. I developed tailored feedback methods, offering crucial insights to service teams. My role involved guiding and supervising multiple support worker teams, overseeing recruitment, induction, and growth plans. I managed personnel issues effectively, addressing performance and implementing disciplinary actions. I drove a Service Improvement Plan, closely tracking its progress. I contributed significantly to strategic planning at different levels and managed program budgets. I consistently exceeded targets, resolving challenges to ensure goal attainment. I prepared services for audits, ensuring compliance with accreditation, funding, and reporting standards.

Responsible for service management, I actively contributed to developing innovative services, orchestrating diverse aspects such as service design, budgeting, staffing, and policy crafting. Engaged in shaping the organisational service stream for dual disabilities, I identified gaps and established a robust service framework. I provided specialised guidance and training to DHHS and disability services, particularly for clients with dual disabilities. My role encompassed offering valuable supervision, recruitment, skill enhancement, and performance oversight across services. Skilfully managing budgets, I ensured compliance and fostered partnerships with funding agencies and service providers. I initiated and executed service restructuring, refining models and roles. I provided unwavering support during transitions and improvements, guiding clients, staff, and services through reforms.

McPherson Community Residential Service is a supported accommodation service specifically for people with a dual disability - co-existing intellectual disability and mental health issues. My role as Service Manager was to support the staff to deliver recovery orientated, strengths based and person centred support and care to residents. A significant challenge in this role is bringing both disability and mental health services together to work collaboratively and advocating for appropriate provision of services for clients. I seamlessly stepped into the Area Manager's role as needed, ensuring effective task fulfillment. I provided expert guidance and supervision to a team of support workers and casual staff, overseeing recruitment, development plans, and performance evaluations. Effectively managing staff performance and executing necessary disciplinary actions, I prioritised a recovery-oriented and person-centred approach. I meticulously designed and implemented a Service Improvement Plan, overseeing its execution. I actively contributed to strategic planning efforts, lending insights to various service plans. Pioneering roster restructuring, I enhanced operational efficiency. Proficiently managing budgets and ensuring compliance, I maintained the service's standards. Navigating service landscapes, I championed collaborative care across systems. Providing consultation and training, especially for clients with dual disabilities, I engaged in project groups, nurturing a comprehensive service framework.

My role as Care Coordinator - Supported was to ensure the 29 supported complex residents had access to the support services and staff support that will enable them to maintain their accommodation and to live independently and as valued members in the community.During temporary periods of the Program Manager's absence, I adeptly undertook their role, fulfilling responsibilities seamlessly. I provided adept guidance to a team encompassing permanent welfare workers and casual staff, overseeing probation periods and conducting annual assessments whilst strategising for growth. I played a pivotal role in implementing a restructuring initiative, refining the service delivery. Crafting and executing policies, I ensured exceptional service quality, aligning with QICSA standards. I facilitated seamless service access, aiding staff in delivery, from engagement to counselling. Collaborating with residents, I formulated and realised personalised goals through tailored care plans. I nurtured collaborative relationships, engaging individuals, families, and fellow providers in shaping a service-oriented approach.

In this role I was responsible for the day to day operation of a day service campus. Assisting and supporting staff in the development, assessment, implementation and evaluation of activities in the areas of further education, independent living skills, community access, outreach, recreation and leisure and prevocational programs.

During this time, I held various roles in the disability sector including team leader for a residential service and employment consultant for a specialist employment service. I commenced my work in the sector in 1997 when I worked for DHHS at Kew Residential Services where I held various roles including, Supported Employment Supervisor – Catering Division, Project Worker, Kew Re-Development Scheme, Intellectual Disability Support Officer Level 1 & 2 (residential & Day Programs).

Diploma Of Governance, Governance

The Institute of Community Directors Australia's (ICDA) Diploma of Governance is designed for board members of Australian not-for-profit.

Lean Six Sigma Green Belt Training

Bachelor'S Degree, Social Welfare

Diploma Of Management

Certificate Iv In Mental Health

Advanced Diploma, Community Services – Disability Work

Activities and Societies: Effective Communication Techniques l Providing Mentoring & Support l Policy Development l Managing Innovation l.

Certificate Iii & Iv, Community Services, Disability Studies

Lean Six Sigma Black Belt Training