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ABOUT US

MEET OUR TEAM

CHANGE IS CHALLENGING

The current state of Care and Disability Services in Australia are transitioning, due to Government legislation, changes to funding arrangements, evolving consumer behaviours and expectations, and increased workforce challenges.

Finding the time for all the special projects to understand and manage these changes is practically impossible.

That’s where CareCFO comes in. We are here to lighten the load and provide insight and advice to successfully navigate these changes to achieve your vision and strategic objectives.

With over 15 years in the sector and over a decade providing consulting services, we are professional, knowledgeable, and always working in the best interest of our clients.

OUR TEAM

Joseph Dimarco

Managing Director

Joseph Dimarcorp

Joseph has been working in the aged care and disability sector for more than 15 years. Joseph has held several senior executive roles with several large providers during periods of substantial growth and change.

Joseph has been involved with several aged care/disability acquisitions, the largest being $85m, as well as acquisitions of medical centres, disability services and home care businesses. He has been consulting for the last 12 years and has worked with a myriad of providers to enhance their financial viability and operational performance.

Joseph and the CareCFO team are committed to supporting both aged care and disability providers to reach their financial and organisation goals and to ultimately fulfill their mission.

When Joseph isn't busy running his business, he enjoys swimming, golf, and beach walks.

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Martina Chelini

General Manager of Consulting

Martina Chelini

Martina has strong abilities in human behaviour including a decade of study, delivery of online therapy and consulting sessions. Her expertise includes hiring, managing and motivating more than 1000 individuals and building strong cohesive teams in a variety of industries.

Martina excels in overseeing end to end operations with strong attention to detail and creative problem-solving capabilities.

She has sophisticated communication and influential skills and is adept in operational transformation and financial planning.

She is articulate and passionate for leading a transformational vision with the use of digital technologies to drive humanisation, awareness and engagement across online and physical audiences.

Martina encourages and practices an internal value-based culture of accountability and lifelong learning that in turn delivers value to individuals, organisations and the community.

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Leigh Gavras

Education Coordinator

Leigh Gavras

Leigh has worked in the service industry for over 20 years, finding her passion for learning and development along the way. She has facilitated training sessions both face-to-face and online modules, with a focus on customer service and in-house compliance training.

She is a firm believer in the phrase ‘knowledge is power’ which is why she loves to help others achieve their goals through education and support.

When she's not at work, Leigh enjoys walks on the beach, spending time with family and friends, and being outdoors.

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Patricia Oliveira

Finance Manager

Patricia Oliveira

Patricia is an accountant with over 20 years’ experience in accounting, financial compliance, and taxation, across a range of industries. She is extremely passionate about numbers and driven by results. Patricia is consistent in seeking and achieving improvement and has been delivering a high-level service as part of the CareCFO’s consulting team for the last three years.

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Genika Odtohan

Business Partner - Applications & Grants

Genika Odtohan

Genika has a background in Occupational Therapy and has worked as an Allied Health Assistant/OTA for Residential Aged Care, Home Care and Palliative Care. She has a comprehensive background in the aged care, home care, and disability sectors having been involved in service delivery in each of these sectors. Genika also has experience in Emergency Mental Health and is passionate about ensuring people have improved health outcomes as a result of good business practices.

Since joining CareCFO, she's been involved in a myriad of projects including Aged Care Approved Provider Applications, policy development, feasibility studies, business plans, financial budgets and marketing plans.

As CareCFO’s Project Coordinator, Genika is the main point of contact and the conduit between our clients and our consulting team. Her key focus is to ensure that both parties have the information required to progress the project and to ensure that there is a high level of communication on an ongoing basis.

In her spare time, Genika enjoys gaming and walks on the beach.

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Natalie Kerr

Education Assistant

Natalie Kerr

Natalie is a problem solver with a keen eye for detail. Passionate about personal development, she strives to do her best in all that she does. She is an experienced administration assistant, with a background in recruitment and finance.

Natalie has a degree in Journalism and Media and previously worked as a broadcast journalist for almost 8 years before expanding her career into new areas.

In her spare time Natalie enjoys yoga, dancing, running, going to the beach or the mountains, and relaxing with her family – which includes three cats and a dog! Natalie is also a qualified yoga teacher and runs her own small business teaching classes at her home studio.

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Kylie Patterson

Executive Assistant

Kylie Patterson

Kylie brings more than 20 years‘ experience in office administration, including 8 years spent working for not-for-profit Aged Care and Disability organisations. Passionate about providing excellent customer service, Kylie’s organisation skills and excellent attention to detail combined with the drive to get things done has previously resulted in her being awarded Employee of the Year.

With a love of helping others, Kylie enjoys working in an EA capacity in this sector where she is contributing to helping vulnerable members of the community.

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CUSTOMER SERVICE CHARTER

We have developed this Customer Service Charter to provide a framework for defining our service delivery standards and expectations.

Our Customer Service Charter outlines the approach that we take when engaging with our valued clients and their key stakeholders. As a consulting and education service provider, we expect to provide a superior level of customer service.

As a business, we strive to be the best at what we do and aim to provide a high level of customer service on every interaction, both with our external and internal stakeholders. We also embrace continuous quality improvement as we recognise there is always room for improvement in our service delivery models.

All of our team are committed to providing the same level of customer service, so no matter what division within CareCFO you engage with, you can be assured that customer service is a fundamental component of our core services and a key differentiator.

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OUR MISSION

Our Mission is to support Australia’s Care Sectors to enhance their financial performance and ongoing business sustainability. We are committed to providing “blue ocean” initiatives to our clients to ensure that they are sustainable and competitive on an ongoing basis.

Blue Ocean Strategy is a framework which inspires to innovation and development of new demand and new markets to sell products or services, as opposed to fighting with competition over the same market share and satisfying the same demand which is typically a red ocean strategy.

CareCFO is also focused on supporting the Charitable and Not for Profit sector to enhance their ongoing financial sustainability and outcomes for the people they support. We provide the same high level of service to all clients irrespective of their mission and profitability objectives.

OUR VALUES


We recognise the values-based decision-making focus of our clients and as such we aim to reflect the same values in our organisation. We have adopted the following values and they are the foundation of our interactions with our clients.

Innovation

Innovation

We pride ourself on offering innovative solutions to meet our client’s current and future needs. We recognise that there is not a single solution to suit everyone and therefore, we adjust our approach in response to our client’s individual needs.

Stewardship

Stewardship

All of our team members are proactive in their customer service approach, taking the initiative to lead interactions with clients to keep them up to date of the status of projects; building and maintaining strong relationships.

Respect

Respect

Respect is the fundamental aspect of any interpersonal interaction. We treat everyone with respect, by being courteous, non-discriminatory, and taking our client’s individual needs into consideration.

Diligence

Diligence

We believe that attention to detail and being meticulous is important in providing any service. We are committed to constant and earnest effort to accomplish what is undertaken by being thorough and detailed in our communications.

COMMUNICATION

The Fundamentals of our Customer Service

Communication is a key part of our business and the timely and accurate communication to our clients is a foundation of our service model and ultimately our reputation.

Our team aims to:

  • answer all incoming calls promptly
  • respond to phone message within three hours
  • respond to emails within one business day
  • Resolve customer complaints in a timely fashion

We are committed to open communication with our clients and will ensure that we keep in regular contact with our clients during any project or provision of service.

When problems arise, we are committed to communicating in a non-judgemental fashion that does not lay blame but seeks a proactive resolution. We strategically want to partner with our clients and as such prefer to be an extension of our client’s organisation with a seamless communication between both parties, and are thoroughly investigated. We will work with you towards reaching a mutually agreeable resolution in relation to the grievance.

Customer Survey

We value feedback as part of the evolution of our services. We regularly invite our clients to provide feedback in relation to the services we provide and to identify opportunities for enhancing our services. The Customer Survey is conducted on a frequent basis with the results communicated to our team.

COMPLAINTS

We value our clients and encourages feedback, both positive and negative, to assist in the continued improvement of our customer service.  If you have been dissatisfied with the quality of service received from CareCFO, or anyone acting on our behalf, we encourage you to inform us.

Complaints Resolution

We believes that complaints provide us with an opportunity to rectify a situation for a client and identify opportunities for professional development. We are aware that effective complaint management and resolution can lead to increased customer retention and ultimately result in a better service to our clients.

To assist us in efficiently resolving a customer’s complaint we require as much information as possible.

This information includes but not limited to:

  • Your name and contact information
  • The department or individual to which your complaint is directed
  • The service or product to which your complaint is directed
  • The nature of your complaint
  • Any supporting documentation
  • The resolution you are seeking

All complaints are treated confidentially and are thoroughly investigated. We will work with you towards reaching a mutually agreeable resolution in relation to the grievance. 

FEEDBACK

We understand the importance of feedback. Any feedback we receive we will use as part of our continuous improvement process. This process involves the following steps: Evaluate, Research, Plan, Educate and Implement.

Positive and negative feedback helps us to improve our service, measure our customer satisfaction, provide actionable insight to create a better customer experience. It may help us to improve customer retention and to deliver tangible data that can be used to make better business decisions.

We pride ourselves on the fact that we collect feedback from our clients proactively rather than passively. We regularly provide customers with surveys, feedback forms and invite customers to take part in online surveys tailored to individual events such as training sessions etc.

If you would like to provide constructive feedback, lodge a complaint, or offer a compliment, we encourage you to contact us.

CONTACT US

REQUEST A QUOTE

Do you have a project that we can help with? Contact us to enquire about a customised quote for your business.

Our experienced consulting team have helped thousands of organsiations across the country, from large multinational corporations to small providers in regional and rural locations throughout Australia.

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