Rowena Monds
Christchurch
Summary
Dynamic Senior Case Manager with over six years of expertise within the ACC framework, leveraging policy and legislative knowledge to foster positive outcomes. Proficient in effective communication with clients, providers, and stakeholders, ensuring a people-first approach in all interactions. Experience in SME roles has resulted in measurable improvements in recovery outcomes and operational efficiency, demonstrating a strong capacity for solving complex problems and cultivating trusted relationships. Committed to empowering individuals through high-quality, person-cantered services while focusing on collaborative problem-solving and continuous improvement.
Overview
31
31
years of professional experience
Work History
Senior Case Manger
Howden Care
Christchurch NZ
10.2025 - Current
- Managed complex case files, ensuring compliance with care standards and regulatory requirements.
- Developed individualized care plans in collaboration with clients and interdisciplinary teams.
- Conducted thorough assessments to identify client needs and establish appropriate support services.
- Led team meetings to discuss case progress and strategise solutions for challenging situations.
- Supporting employer corrections with work injury ACC Claim
- Assisted clients with personalized case management services. Provided ongoing support during recovery follow-up sessions. Facilitated communication between clients and support resources.
- Provided recommendations to corrections injury advisor for informed decision-making.
- Facilitated weekly management meetings with teams from Springfield Prison, Waikeria, and Tongariro Prison to discuss recovery updates and action items. Collaborated with team members to identify challenges and propose solutions. Supported ongoing communication to enhance team effectiveness.
- Facilitated comprehensive cover recommendations to enhance candidate profiles.
- Evaluated patient conditions to provide tailored surgery recommendations.
- Assisted in developing entitlement recommendations for project approvals. Supported teams in gathering necessary documentation for compliance. Aided in the review process to ensure alignment with regulatory standards.
- Assisted in processing invoices for funding approval. Supported teams in tracking funding requests. Helped maintain accurate records of funding approvals.
- Facilitated referrals to various healthcare providers. Coordinated bookings for physiotherapy, podiatry, psychology, psychiatry, vocational services, pain management, and social services.
- Facilitated referrals to occupational physicians for comprehensive clinical evaluations.
- Provided assistance to team members to foster a supportive work environment.
- spreadsheets, Microsoft office, outlook express, Teams KPI's, Salesforce, Copilot
Recovery Coordinator Level 2 (Dynamic)
ACC
Hamilton, WKO
08.2024 - 10.2025
- Selected for the Aspiring Leadership Program (May 2025 - ongoing), demonstrating leadership potential and commitment to professional growth.
- Completed Te Ara Poutama Leadership Training and Exploring Leadership to strengthen leadership capability and cultural responsiveness.
- Acted as Team Leader, providing operational oversight, coaching, and performance support to team members.
- Delivered one-to-one case management for complex claims aged 90-365 days, with a focus on preventing long-term claim status.
- One-to-one case management
- Focus on claims over 90 days but before 365 days - goal of prevention into long term claims pool
- Applied IOA/IMA and VIOA/VIMA vocational pathways to support return-to-work outcomes.
- Tasks as below
- Identified potential barriers to successful recovery early on and proactively addressed them through targeted interventions.
- Managed caseloads effectively, ensuring timely follow-ups and regular progress updates for each patient.
- Trained new staff on recovery processes, fostering a culture of continuous improvement in service delivery.
- Evaluated client's progress and adjusted recovery goals based on clinical assessments and feedback.
Recovery Assistant Level Two
ACC
Hamilton, WKO /Dunedin
09.2019 - 08.2024
- Frequently appointed Acting Team Leader, managing team workflow and supporting staff development.
- Mentoring /coaching new employees.
- Recovery Assistant SME on various projects (big picture focus)
- Training
- Experience in Cover Assessment and an understanding of Mental Injury claims.
- Served as SME on multiple projects, including ACC165 and continuous improvement initiatives, with a focus on system efficiency and service delivery.
- Managed a high-volume caseload using a one-to-many model, balancing competing priorities in a fast-paced clinical environment.
- Improved recovery outcomes by identifying and implementing the right supports, programs, and referrals at the right time.
- Built strong relationships with providers and agencies to coordinate rehabilitation and vocational services.
- Applied Huakina te Rā principles to support whānau-cantered recovery, promoting independence and employment for Māori kiritaki.
Recovery Coordinator Level 2 (ECP/ICP)
ACC
Hamilton, WKO
12.2023 - 03.2024
- Managed complex musculoskeletal injury claims (lower back, shoulder, knee) requiring surgical intervention.
- Supported ICP Health Navigators by coordinating referrals to physiotherapists, surgical specialists, and vocational rehabilitation providers.
- Maintained strong provider and kiritaki relationships to ensure seamless care and recovery planning.
- Contributed to early intervention strategies to reduce time off work and improve long-term outcomes.
Special Projects Coordinator
Ministry of Education
New Plymouth, TKI
02.2013 - 11.2015
- Oversaw project workflows and interagency collaboration to support children with complex needs.
- Led induction programs for new team members, ensuring alignment with service stands and expectations.
- Monitored and reviewed service delivery to maintain compliance with performance benchmarks
- Prepared youth Court reports for at -risk children, contributing to informed judicial decisions.
- Provided direct support to children with disabilities, advocating for inclusive education and wellbeing.
Manager
Michael Hill Jeweller International
Multiple locations
01.1995 - 05.2003
- Managed store operations, sales performance, and customer service across multiple locations.
- Recruited, trained, coached and mentored staff, fostering a high-performance culture and career development.
- Resolved customer disputes and maintained high satisfaction through proactive communication.
- Analyzed business performance metrics to inform strategic decisions and drive profitability.
- Led change management initiatives, improving operation efficiency and employee engagement.
Education
Certificate in Business Administration - Business Administration
Western Institute of Technology at Taranaki
Taranaki, NZ12.2018
Bachelor of Social Work - First Year
Western Institute of Technology
Taranaki, NZ12.2016
Skills
Leadership & Coaching Team leadership, mentoring, capability building, and coaching in decision‑making, early intervention, and best‑practice approaches
Case Management & Recovery Planning Complex case assessment, recovery planning, care coordination, needs assessment, treatment planning, progress evaluations, and tailored return‑to‑work strategies
Professional Judgement & Problem‑Solving Sound clinical and operational judgement, pragmatic and proactive problem‑solving, critical thinking, and evidence‑based decision‑making
Relationship & Stakeholder Management Building trust with clients, employers, providers, and interdisciplinary teams; conflict resolution; collaborative problem‑solving; and strong relationship management
Communication & Collaboration Clear written and verbal communication, active listening, culturally responsive engagement, and effective teamwork across diverse environments
Organisation & Results Delivery Time management, prioritisation, multitasking, resilience under pressure, accurate case documentation, and workflow organisation
Timeline
Senior Case Manger
Howden Care
10.2025 - Current
Recovery Coordinator Level 2 (Dynamic)
ACC
08.2024 - 10.2025
Recovery Coordinator Level 2 (ECP/ICP)
ACC
12.2023 - 03.2024
Recovery Assistant Level Two
ACC
09.2019 - 08.2024
Special Projects Coordinator
Ministry of Education
02.2013 - 11.2015
Manager
Michael Hill Jeweller International
01.1995 - 05.2003
Bachelor of Social Work - First Year
Western Institute of Technology
Certificate in Business Administration - Business Administration
Western Institute of Technology at Taranaki