Summary
Overview
Work History
Education
Skills
Timeline
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Carolyn Willems

Carolyn Willems

Salisbury

Summary

I am a passionate leader dedicated to delivering high-quality care and driving positive change, I leverage my expertise in innovation projects, crisis management, and risk management to build strong, collaborative teams and nurture strategic partnerships that achieve meaningful results. With a proven track record of successfully leading a team of 10 coordinators and managing a diverse customer base of 900+ individuals across Home Care and CHSP services, I ensure seamless operations and top-notch care through my expertise in risk management, data analysis, and compliance. As a mother of four, I'm committed to creating a supportive and inclusive work environment that empowers individuals to deliver their best, and I'm passionate about driving continuous improvement, leveraging expertise, and building strong partnerships to achieve outstanding results and make a meaningful difference in the lives of our customers.

Overview

7
7
years of professional experience

Work History

Clinical Coordination Lead

AnglicareSA Community Aged Care
01.2022 - Current
  • Managed a team of 10 coordinators delivering Home Care and CHSP services, comprising experienced complex care coordinators (HCP Level 3-4) with varied qualifications, supporting a large and diverse customer base.
  • Managed payroll operations and drove continuous improvement initiatives in scheduling and administration, including the implementation of a new customer integration system. Key responsibilities included troubleshooting and resolving system errors, optimizing efficiency, and ensuring correct usage. Additionally, created work instructions and quick reference guides to support staff, and assisted in updating and adapting policies and procedures to align with the new system.
  • Led talent acquisition and onboarding processes, aligning staffing with the team's clinical requirements. Built and maintained a positive work environment that encouraged collaboration and excellence, resulting in a high-performing team that achieved all required KPIs.
  • Served on the Clinical Governance Committee, contributing to the development and implementation of clinical governance frameworks across residential and community settings. Focused on ensuring quality assurance, operational compliance, and adherence to the new strengthened quality standards and Aged Care Act.
  • Ensured financial sustainability of the Support at Home program, providing strategic leadership and direction to the team through periods of change. Developed and executed detailed project plans to meet organizational targets and Board requirements.
  • Fostered strong partnerships with diverse internal stakeholders across multiple departments, including senior leaders from various teams, to drive customer-centric outcomes. Key collaborators included Senior Management from Believe Housing, Allied Health, Growth and Innovation, Emergency and Homelessness, Emergency Assistance Program, and Operations. Additionally, built and maintained relationships with external stakeholders, such as Housing SA, ARAS, ASU, RDNS, Amplar Healthcare, and Pop Up Community Aged Care, to leverage expertise and resources.
  • Designed and implemented Risk Assessment management plans, ensuring proactive risk mitigation. Managed incident reporting and closure, conducted internal clinical audits, and supported annual compliance audits. Also, oversaw the resolution and monitoring of feedback complaints, driving continuous improvement. Actively contributed to various continuous improvement initiatives across multiple platforms.
  • Spearheaded change management initiatives for the rollout of the new Support at Home program, driving continuous improvement and developing targeted team training to build foundational knowledge. Demonstrated in-depth understanding of the program, including the latest updates and changes outlined in the May version of the manual.
  • Demonstrates exceptional interpersonal and stakeholder management skills, developed through leadership experience and cross-functional collaboration. Skilled in data analysis and visualization, utilizing tools like Power BI and Alayacare to collect, analyze, and present insights to inform strategic decision-making and Board reporting.

TCP Team Leader

Pennwood Village
09.2019 - 12.2021
  • Timely Documentation: Ensured accurate and prompt documentation to support high-quality care.
  • Quality Management: Implemented processes to drive quality improvement and adherence to standards.
  • Financial Management: Oversaw basic finance management, including inventory management, stock ordering, and staff roster management.
  • Service Coordination: Successfully managed admissions, discharges, and transfers between services, ensuring seamless transitions.
  • Stakeholder Liaison: Effectively collaborated with families, clients, CALHN, and NALHN, and coordinated with staff, TCP, and Allied Health teams to deliver client-centered care.
  • Facility Setup: Contributed to the setup of a 20-bed TCP facility, implementing processes that aligned with CALHN and NALHN requirements.
  • Case Conferencing: Participated in multi-disciplinary team case conferences to discuss client needs and develop comprehensive care plans.
  • Care Planning: Developed and implemented individualized, person-centered care plans that prioritized client needs.
  • Audit Preparation: Prepared for SA Health audits (CALHN and NALHN), ensuring compliance with regulatory requirements.
  • Wound Care: Provided expert wound care management, promoting optimal client outcomes.
  • Time Management: Demonstrated effective time management skills, prioritizing tasks and responsibilities to meet deadlines and deliver high-quality care.

Enrolled Nurse

Altaira Nursing Services
04.2018 - 09.2019
  • Administered medications via oral, IV, and intramuscular injections and monitored responses.
  • Performed routine wound care and dressing changes on schedule.
  • Remained calm during high-stress, critical situations, demonstrating sustained focus and problem-solving in real-time.
  • Advised patients and caregivers of proper wound management, discharge plan objectives, safe medication use, and disease management.
  • Implemented care plans for patient treatment after assessing physician medical regimens.

Education

Pending Completion- Bachelor - Nursing

Charles Darwin University
Darwin, NT
01-2026

Diploma of Nursing Division 2 - Nursing

Think Education
Adelaide, SA
04-2018

Skills

  • Innovation project leadership
  • Change implementation strategies
  • Business administration
  • Effective project coordination
  • Collaboration across departments
  • Crisis management
  • Clear communication
  • Strong Interpersonal skills
  • Conducting performance evaluations
  • Policy development
  • Reporting proficiency
  • Risk management

Timeline

Clinical Coordination Lead

AnglicareSA Community Aged Care
01.2022 - Current

TCP Team Leader

Pennwood Village
09.2019 - 12.2021

Enrolled Nurse

Altaira Nursing Services
04.2018 - 09.2019

Pending Completion- Bachelor - Nursing

Charles Darwin University

Diploma of Nursing Division 2 - Nursing

Think Education

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Carolyn Willems