Mark Keating Email & Phone Number

Brisbane, Qld, Au

Melbourne, Victoria, Australia

Recruited to join CareChoice, to bring a positive impact on the customer service experience for all new and potential Disability clients, with a focus on service excellence within the intake and onboarding process, to increase client retention. I am leading strong stakeholder engagement activities that are focused on maintaining exisiting business referral relationships and growing new business development opportunities that both deliver quality services to our clients and increase business growth. and promote CareChoice as a preferred disability services organisation.

Melbourne, Victoria, Australia

Recruited to join Uniting, primarily to facilitate positive, impactful change management and continuous improvement as program manager of the support coordination function, I have led and contributed to a range of business transformations (including as project manager). Well-balanced between cost benefits and market competitiveness versus governance, quality assurance and service delivery excellence, I have helped to broaden and deepen Uniting’s scope and capabilities – this includes across other teams/functions.Also the team leader of 25 across both Victoria and Tasmania, some of my MOST NOTABLE CONTRIBUTIONS have included:>> Facilitating project and program management of multiple continuous improvements that enable a more structured and consistent service delivery approach, based on customer needs and expectations>> Providing team leadership that motivates others to perform at optimal levels, via the establishment of strong internal relationships and individualised capacity building (particularly among leaders)>> Upholding high-level governance and quality assurance across operations, involving change management of processes and systems, as well as continuous improvement based on identified risks/incidents >> Actively contributed to internal and external planning and decision-making, whether driving business transformations as part of senior leadership team, or providing data insights to industry regulators

Melbourne, Victoria, Australia

Nominated to temporarily take on this additional role, I demonstrated resourceful and proficient business and team leadership, particularly from a governance and quality perspective. This also enabled me to manage two teams whenever my interstate counterpart was on leave (oversaw both Victoria and Tasmania as required). Primarily focused on program and project management of systems and protocols aligned with complaints management legislation, some of my MOST NOTABLE CONTRIBUTIONS included:>> Ensuring all complaints management frameworks and responses aligned with governance and quality assurance standards, including via case triaging and the provision of advice to optimise outcomes>> Providing impactful, supportive team leadership to complaints officers, including via continuous improvement to existing resources and capabilities (e.g. information sharing and capacity building)>> Collaborating on more challenging cases, from obtaining impactful technical expertise to meet a specific client need, to delivering insights/advice on governance and quality assurance (incl. service providers)>> Fostering consistency, quality assurance and best-practice within team and organisation, as well as among industry alliances, including via mentoring and consulting, and participation in forums/workshops

Melbourne, Victoria, Australia

I first commenced at the NDIS Quality and Safety Commission as a complaints handling officer, and also continued to undertake these client-facing responsibilities while also acting as Assistant Director in the last several months of employment. My strong commitment to governance and quality assurance, while undertaking attentive and consultative complaints investigations, resulted in one of the highest resolution rates. I was consequently given the delegation to close off my own cases, without needing senior team leader approval.

Melbourne, Victoria, Australia

Primarily recruited to set up and and expand the Melbourne service operations, I demonstrated my commitment to robust governance and quality assurance, including during significant change management, business transformation and business development.Undertaking a range of business and team leadership responsibilities, including resource and capacity building as well as procurement and partnership negotiations, some of my MOST NOTABLE CONTRIBUTIONS included:>> Escalating the client portfolio from 0 to 150 within several months, via positive brand engagement and marketing, and the project management of market-attuned service facilities and infrastructure >> Providing motivational, supportive team leadership to 60+ multidisciplinary professionals, ensuring high-level governance and quality assurance (including via strategic, skills-aligned recruitment)>> Minimising risks/issues and maximising scope/output, via audits and investigations that influenced continuous improvement to existing policies and procedures (e.g. medication administration)>> Maintaining strong governance and quality assurance across operations, including as the approver of service agreements and client support plans, and as a participant in peak body and regulator forums

Melbourne, Victoria, Australia

Primarily recruited to project manage the implementation and uptake of the Family Finding philosophy at Berry Street, the relevant change management, business transformation and team leadership contributions I made were both impactful and meaningful. This quality assurance focused program, which influenced more attuned and sustainable client outcomes, was consequently further rolled out by the Victorian Government. Also directly managing a caseload of 20+ clients while advocating this change management program, some of my MOST NOTABLE CONTRIBUTIONS included:>> Aligning with governance standards and protocols, whether conducting an in-depth incident investigation or driving continuous improvement to existing practices (incl. via training and mentoring)>> Facilitating information-sharing sessions and workshops, often in a team leadership capacity, where the focus was on well-considered planning and decision-making (as per industry models/policies)>> Project managing the development and implementation of templates, communications and procedures aligned with the Family Finding philosophy, which also enabled additional funding opportunities>> Undertaking positive, resourceful change management and business transformation activity, enhancing awareness and applying new quality assurance methods/practices to improve outcomes

Melbourne, Victoria, Australia

I was promoted to this senior team leadership role, focused on Yooralla’s Residential and Respite Services, to facilitate change management and continuous improvement that would address under-performance. In addition to driving business transformations from a system and process improvement perspective, I also focused on an enrichment of the staff culture by building solid, collaborative working relationships, and by conducting cross-party, highly consultative reviews of gaps and issues. More robust governance and quality assurance, as well as employee cohesion, were some of the key outcomes of these team leadership efforts.

Melbourne, Victoria, Australia

Approached to take on this case management role within Yooralla’s Family Options team (focused on high-risk youths in out-of-home care), I was primarily brought in to establish more structure and governance within these critical service operations. This included the implementation of quality assurance frameworks and protocols, such as formalised standards and documentation, which not only strengthened accountability and proficiency, but also enabled additional funding opportunities to improve client outcomes.

Melbourne, Victoria, Australia

This earlier role at Yooralla was primarily focused on the provision of plans, proposals and framework that would enable government funding. Governance and quality assurance, as well as change management and continuous improvement in response to both client needs and market trends were core components, often involving extensive consultation with both internal and external stakeholders.

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia