1. What does your role involve?

I manage the Service Delivery team, supporting its structure and development, including the implementation of practice standards and continuous improvement.

I also manage the provision of high quality supports for our clients, ensuring we are compliant and meeting our requirements as a registered NDIS provider.

Other areas of my role include staff development.  

I enjoy staff inductions, meeting new workers and providing input into service delivery. On occasion, I do placement visits where I visit clients and their Support Workers.

2. What do you enjoy most about your work? Why do you work in a disability team?

I am passionate about what we can do to improve our client’s quality of life; as a provider and as individuals. I am dedicated to continuous improvement. How to better support our clients, how to build our team to do things better.

I find value in recognising and enhancing our staff’s strengths. It is rewarding working with a team that is as passionate as I am. Seeing that same level of dedication to our clients reflected within the team fuels me.

The opportunity to work in the disability sector arose 5 years ago, as a Placement Coordinator. I have also branched out and worked in other Baptist Care SA programs, supporting others in need. This has given me some great insights.

I have had the privilege of working with clients that have complex needs. That experience informs what I do now, with a level of awareness and experience that I otherwise wouldn’t have had. I can understand complexities from a Support Workers perspective and having been a Placement Coordinator, I understand them too.

We have a great team around us. We have a lot of combined knowledge and expertise and most importantly, we work together well. There has been a lot of change and there has been for some time, but that provides new opportunities for learning and development. It is an exciting space to be in and it keeps me going. Although it is not easy, I am enjoying being challenged every day. For my own professional development, our growth has been excellent. I am always learning and fostering that within the team.

I love the fact that I’m working with clients that were with us from the start. They are still with us and I have witnessed their development over time. I’m very thankful to be working for a leading organisation.

3. What do you think are the most important things about providing a good service for our clients?

Really engaging with them. Being active, present and genuinely interested in their life. We fully understand and respect the responsibility that we have as a registered NDIS provider. Our service can directly impact the quality of our client’s life with what we do each and every day. It’s in the small things – how we greet them, how we engage with them and recognising their likes and dislikes. It’s about knowing the client and taking them on a journey by building their capacity and linking them to activities, networks and opportunities. Seeing their growth is very exciting.

4. Can you give an example of a successful client relationship you’ve had / you have now?

A recent development has been the introduction of a Sole Coordinator for one of our clients with complex needs. The change in the client has been significant and positive. To witness that working partnership between the family and the stakeholders is incredible.

As a Sole Coordinator, he’s wholly focused on that client’s specific needs and a positive role model too. This arrangement has created a sense of achievement. Working closely with the client’s family, really listening to their needs and trusting him with this responsibility.

Talking with the Coordinator and seeing the passion in his eyes, it’s a marriage of the right person in the right role. It is clear we are providing the level of support that both the client and workers need. It has been fantastic to bring it all together at “ground level”.

Another advantage of this arrangement is getting feedback from the client and their family in real-time, to implement changes as required. Although a trial at this stage, the matching between client and Coordinator is working and it’s working well.  

For example, the family had always wanted to take the client for a short holiday but previously had not been able to. We worked closely with the family and support staff to enable this. Our vision was to set the client and family up for success.

In the weeks prior, we introduced the client to the concept that they would be spending a certain amount of time with their father for a short holiday. There was preparation in how they spoke about and planned for it. This arrangement also allowed the workers to have a well-earned break. He went away and we are proud to report that, unlike previous attempts, he did not need to come back early. It was a successful culmination of planning between client, family and provider.

5. What specifically made this relationship work? What needs were met and what goals were achieved?

With this particular client, we can respond more effectively to their needs. We can identify opportunities in real-time and respond accordingly.

6. How do you make sure your client is satisfied with the service we provide?

We do formal surveys in regular intervals. But we also obtain feedback through everyday conversation. Giving the client choice, finding out what they do and don’t like. The Coordinator can engage directly with the client: how are you going with your workers, would you like to give me feedback, how are you going with your Support Worker? The client’s voice is heard and it always matters.

7. If there are challenges for our clients, what sort of initiatives can we put in place to support them?

The introduction of a Sole Coordinator for clients with complex needs has been the biggest change and has made the biggest difference.

We certainly look at wrap-around measures and action plans if there are areas of concern for certain clients but I think that model of having one Coordinator for clients with complex needs makes a huge difference.

8. We pride ourselves on working alongside our clients, at their pace – why do you think this is so important? 

It’s about getting to know the clients and supporting them in moving forward. Identifying their goals, breaking them down, making sure they’re achievable and ultimately, working towards them.

9. What are your interests?

For me, I need quiet and my own space. I need to recharge, with a peaceful environment to come home to.

My hobbies and interests are an area I need to reconnect with and develop again. I love art. I love looking at things of beauty. I like opportunities to be inspired and enjoy what people have created.