Nicole Stephens
Adelaide
Summary
Experienced Disability Support Supervisor with a proven track record in enhancing team performance and customer satisfaction. Skilled in developing training programs and implementing process improvements to drive operational efficiency and quality care.
Overview
21
21
years of professional experience
Work History
Disability Support Worker
N and D Support Services
Mawson Lakes, SA
07.2025 - Current
- Coordinated assistance with daily living activities, ensuring a respectful and dignified experience for clients.
- Collaborated with multidisciplinary teams to design and execute personalized care plans focused on improving client health outcomes.
- Engaged with healthcare professionals to design and execute impactful support strategies for improved outcomes.
- Recorded client advancements and notified team members of any notable changes in behavior or condition for timely response.
- Developed and implemented recreational programs to foster social interaction and contribute to clients' mental health improvement.
- Provided guidance to clients facing emotional difficulties, promoting resilience and the acquisition of essential coping skills.
- Designed and executed tailored skill-building activities and therapeutic interventions to empower clients in reaching personal goals.
- Monitored and implemented behavior management protocols to protect the well-being of clients and staff.
Disability Support Supervisor
Hola Support
Elizabeth, SA
04.2021 - 07.2025
- Led support team to enhance customer satisfaction through improved response times and issue resolution strategies.
- Developed training programs for new staff, fostering skill development and operational efficiency.
- Implemented process improvements that streamlined support workflows and reduced ticket resolution time.
- Analyzed support metrics to identify trends, driving targeted initiatives for performance enhancement.
- Coordinated cross-departmental collaborations to address complex customer issues effectively.
- Mentored junior staff, providing guidance on best practices in customer service and support protocols.
- Oversaw daily operations of support team, ensuring adherence to quality standards and service level agreements.
- Evaluated support tools and systems, recommending upgrades to optimize team productivity and user experience.
- Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
- Reviewed customer feedback regularly, identifying trends in common issues and recommending product enhancements accordingly.
- Optimized staffing schedules to ensure adequate coverage during peak periods without sacrificing employee work-life balance.
- Ensured seamless transitions between shifts by implementing a standardized handover procedure, reducing miscommunications and knowledge gaps.
- Conducted regular performance evaluations for team members, offering constructive feedback and opportunities for growth within the organization.
- Facilitated regular meetings to discuss ongoing challenges, share successes, and foster teamwork among staff members.
- Collaborated with other departments to address customer needs holistically and provide comprehensive solutions.
- Enhanced customer satisfaction by promptly addressing and resolving support issues.
- Managed a team of support professionals, fostering an environment of collaboration and growth.
- Monitored employee and customer interactions to assess quality of service.
- Coached employees through day-to-day work and complex problems.
- Created, prepared, and delivered reports to various departments.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews
- Interceded between employees during arguments and diffused tense situations.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Maintained accurate personnel records using roster management software.
- Led initiatives to enhance roster accuracy, reducing scheduling conflicts significantly.
- Demonstrated adaptability in responding to unexpected scheduling changes, maintaining seamless operations during unforeseen circumstances.
- Reduced scheduling conflicts by proactively identifying and addressing potential issues.
Disability Support Worker
Barkuma
02.2017 - 04.2021
- Assisted clients with daily living activities, ensuring comfort and dignity.
- Supported individualized care plans to enhance client well-being and independence.
- Collaborated with healthcare professionals to implement effective support strategies.
- Documented client progress and reported any changes in behavior or condition.
Community Support Worker
Barossa Enterprises
Nuriootpa, SA
05.2009 - 02.2017
- Provided personalized support to individuals with disabilities, enhancing daily living skills and independence.
- Developed and implemented individualized care plans to meet client needs and preferences.
- Facilitated community engagement activities, promoting social inclusion and empowerment for clients.
- Collaborated with interdisciplinary teams to ensure holistic care delivery and optimal outcomes for clients.
Disability Support Worker
CARA
Magill, SA
06.2007 - 04.2010
- Coordinated transport arrangements for clients, ensuring timely attendance at appointments and community activities.
- Provided compassionate care and assistance to individuals with disabilities, promoting independence and quality of life.
- Fostered strong relationships with clients and families, effectively communicating progress and concerns.
Community Support Worker
SCOSA
Adelaide, SA
03.2005 - 06.2007
- Provided individualized support to clients, enhancing daily living skills and promoting independence.
- Developed and implemented personalized care plans in collaboration with multidisciplinary teams.
- Facilitated group activities to foster social interaction and community integration among clients.
- Monitored client progress, documenting changes and adjusting care strategies as needed.
Education
Certificate IV - Disability Studies
Morgan And Hay
Adelaide, SACertificate III - Disability Studies
Carers Training Centre
Adelaide, SASkills
- Daily living assistance
- Problem-solving
- Documentation and reporting
- Incident reports
- Training and mentoring
- Goal oriented
- Staff management
- Strategic planning
- Complex Problem-solving
- Processes and procedures
- Process monitoring and improvement
- Priority management
- Conflict resolution
- Scheduling coordination
- Verbal and written communication
Timeline
Disability Support Worker
N and D Support Services
07.2025 - Current
Disability Support Supervisor
Hola Support
04.2021 - 07.2025
Disability Support Worker
Barkuma
02.2017 - 04.2021
Community Support Worker
Barossa Enterprises
05.2009 - 02.2017
Disability Support Worker
CARA
06.2007 - 04.2010
Community Support Worker
SCOSA
03.2005 - 06.2007
Certificate IV - Disability Studies
Morgan And Hay
Certificate III - Disability Studies
Carers Training Centre