MICHELLE JOY DULEY
Operations Manager
Gisborne,Te Hapara
Summary
I am an experienced and successful manager who has worked in disability and older persons services for 35 years. My work has been varied across the years. I've been part of some exciting innovation, including transitioning Home- Based Support Services from hospital to community provision, being the inaugural manager of a new retirement village, and for 7 years, I had the privilege of serving people with intellectual disabilities, as Area Manager with IDEA Services. My work has often involved beginning new ventures, and leading and managing change - both structural and social. Importantly all of the work has involved quality improvement and service development. Getting these things right leads to positive changes in lives of the people we support.
Overview
31
31
years of professional experience
Work History
General Manager - Operations
YMCA Gisborne
Gisborne
Nov.2022 - Current
- Day to day management of operations: Payroll, Marketing, Facilities Maintenance.
- Human Resource Management.
- Fiscal Responsibility.
HR Advisor
Eastern Institute of Technology
06.2021 - 11.2022
- Day to day human resource (HR) administration and management; recruitment, contracting, onboarding and offboarding.
- Supporting Managers with HR process to ensure correct procedures were followed when managing staff performance proposed changes to service provision.
- Collaborated with managers to identify and address employee relations issues.
- Member of the Incident Control Team (ICT) managing COVID-19 response.
Area Manager
IDEA Services Gisborne Wairoa
06.2014 - 05.2021
- Building and maintaining robust relationships with all key stakeholders, Incl. The people we support, their whanau, staff, health professionals and community. Regularly attending services and talking with people we support, checking in on how things are going for them.
- Provide support to staff, so that they are able to make sound decisions, using organisational policies, critical thinking and analysis. Maintaining an open-door policy where staff can check their thinking.
- Providing ongoing coaching, mentoring and guidance
- Advocating for the interests and wellbeing of people with Intellectual Disabilities – improving access to appropriate medical treatment, through advice from the medical council around consent and its relationship to undertaking medical interventions not deemed to be life threatening.
- Improved communication with whanau with the implementation of regular planned contact, particularly with those experiencing low trust or high anxiety.
- Timely attention to investigating and resolving complaints. Open and honest communication with complainants.
- Ensuring appropriate Human Resource Management practices, recruiting the right people for the right roles. Reviewing all schedules in the Gisborne/Wairoa Area and undertaking a project to do the same in the Hawkes Bay. Reduction in high leave balances across the Area. Implementation of the EPiC performance management system.
- Overall budget management and fiscal responsibility for the area.
- Leading quality and service improvement initiatives. Two Continuing Improvement achievements in consecutive Certification Audits – one for the Quality Pack and the other for Menu Planning.
Village Manager
Kiri Te Kanawa Retirement Village
10.2011 - 06.2014
- Set up new Retirement Village, change and development management
- 150 Bed Facilities, Rest Home, Hospital and Dementia Level Care
- Contract Compliance and implementation of quality systems to meet HDSS NZS 8134:2008.
- Resident satisfaction with services provided
- Build and maintain positive relationships with residents, their families and staff
- Build and maintain positive relations with staff through strong HR practices.
Facility Manager
Oceania Group
11.2009 - 10.2011
- Oversight of day to day operations of the 100 Bed Facility – Rest Home, Hospital and Dementia Level care.
- Staff Management; Coaching, Mentoring, Instructing, Disciplinary processes.
- Change Management.
- Review of rosters for whole facility and undertaking change management processes to implement the new rosters.
- Contract Compliance and implementation of quality systems to meet HDSS NZS 8134:2008.
Portfolio Manager
Tairāwhiti District Health
01.2005 - 01.2009
Manager
Tairāwhiti Disability Resource Centre
01.2003 - 01.2005
Programme Coordinator
Green, Active Living, Halberg Trust, Sport Gisborne Tairāwhiti
01.2001 - 01.2003
Service Coordinator
CCS
01.1992 - 01.2001
Education
Post Graduate Certificate - Professional Supervision
Eastern Institute of Technology
Gisborne, NZ11.2023
Certificate in Life and Professional Coaching -
Coach University
2014
Graduate Diploma in Not For Profit Management -
Unitec Institute of Technology
Auckland2009
Certificate in Health Promotion - Health Promotion
Wintec
Hamilton1990
Skills
- Human Resource Management
- Continuing Quality Improvement
- Leading Change
- Financial Management
- Relationship Management
- Conflict Resolution,
- Complaint Management
Timeline
General Manager - Operations
YMCA Gisborne
Nov.2022 - Current
HR Advisor
Eastern Institute of Technology
06.2021 - 11.2022
Area Manager
IDEA Services Gisborne Wairoa
06.2014 - 05.2021
Village Manager
Kiri Te Kanawa Retirement Village
10.2011 - 06.2014
Facility Manager
Oceania Group
11.2009 - 10.2011
Portfolio Manager
Tairāwhiti District Health
01.2005 - 01.2009
Manager
Tairāwhiti Disability Resource Centre
01.2003 - 01.2005
Programme Coordinator
Green, Active Living, Halberg Trust, Sport Gisborne Tairāwhiti
01.2001 - 01.2003
Service Coordinator
CCS
01.1992 - 01.2001
Post Graduate Certificate - Professional Supervision
Eastern Institute of Technology
Certificate in Life and Professional Coaching -
Coach University
Graduate Diploma in Not For Profit Management -
Unitec Institute of Technology
Certificate in Health Promotion - Health Promotion
Wintec
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