At PRS Support, we deeply value the exceptional work done by our team members. One such remarkable individual is Michele Iliopoulos, a Support Coordinator whose dedication and passion have made a significant impact over the past two years. Michele’s journey, expertise, and person-centred approach exemplify the values and high standards we uphold at PRS Support.
We are thrilled to announce that Michele has been nominated for the 2024 Australian Disability Service Awards in the Most Outstanding Support Coordinator category. I sat down to learn more about her journey, what keeps her motivated in this dynamic but demanding role, and what her approach is.
Table of Contents
The Person-Centred Approach
Michele believes in the power of a person-centred approach. She often says, “A participant is their own decision-maker, and I’m just there to guide them and provide options.” By actively listening to participants and respecting their autonomy, Michele ensures they are at the centre of all planning and decision-making processes. She emphasises the importance of helping participants make informed decisions without taking over, ensuring her influence is supportive rather than directive.
Michele understands that the goal of a Support Coordinator is to build the participant’s capacity to navigate their journey independently, whenever possible. “The whole point of the support coordinator is not to be around forever,” Michele notes. “We want to help the participant build up their situation and their life to the point where they don’t need you anymore.”
Empowering Participants
Empowerment is at the heart of Michele’s work. Her strategies include utilising person-centred approaches and consistent active listening. She also presents different ideas that participants may not have considered or known about, enabling them to maximise the use of their plans. Michele’s experience and advanced skills in communication and problem-solving are crucial in this role.
“For example if they are a bit difficult to chat to over the phone when I first meet them, the first thing I ask is what is the best way to contact them. Together we work out how they want to be contacted, how frequently they need it, and that may change over time. This is simple but it tends to put people at ease,” Michele shares. This personalised and responsive approach helps establish trust and comfort, allowing participants to exercise their choice and freedom over their supports and services.
Continuous Learning
Michele’s commitment to continuous learning is evident in her proactive approach to professional development and has been right at home at PRS Support. “Making sure that I’m always involved with workshops or training seminars whenever something new comes out is essential,” she says. At PRS Support, Michele benefits from regular training seminars in areas such as skill building and maintaining boundaries, as well as ongoing mutual support and mentorship from her team members.
The collaborative environment at PRS Support is a significant asset. Michele explains, “If there’s something I think an Occupational Therapist would know that I’m not that versed in, I’ll give somebody a call on the team and I know they’ll be happy to help.” This culture of mutual support and in-house knowledge sharing ensures that Michele remains well-equipped to provide the best possible support.
A Success Story
One of Michele’s most impactful success stories involves a young participant with significant challenges. “I had a participant who was 15 at the time and I came on as a Level 3 Support Coordinator,” Michele recalls. “The participant was non-verbal, had high behaviours, and was living in a granny flat on their parents’ property. The situation was unsustainable, with the participant in and out of the hospital and the family living in constant fear.”
Michele worked tirelessly to gather enough reporting to secure Supported Independent Living (SIL) funding. This provided the participant with a safe, specialised environment, significantly improving their relationship with their family. “This is one of my success stories as we managed to get him his funding before he turned 18, which is very uncommon.” Fast forward after years of support and the participant is now thriving, with reduced behaviours, no longer requiring traumatic hospital visits, and no longer requiring high doses of medication. It’s a story and an outcome that Michele worked hard for and says definitely makes her job worthwhile.
Michele’s Personal Journey
Michele’s dedication is deeply rooted in her personal experiences. With a Bachelor’s in Social Work and six years of experience as a Support Coordinator, Michele herself has a disability, which inspired her to pursue this role. Growing up in Bankstown, Western Sydney, as the child of immigrants from Greece and Cyprus, Michele witnessed the challenges faced by her parents and the lack of support available to them. “Through my own lived experiences, I spent a lot of time in the hospital as a child and saw the lack of support my parents had,” she shares. “That really inspired me to want to become the support I wished my family had – to be that support for others.”
Michele’s passion for supporting children is evident in her caseload, which naturally comprises many young participants. “One of the first things I chatted to management about were my interests and motivations, and now they know when they get young children and younger people, they ask me if I’d like to take it on,” she explains. Michele’s commitment to her work and the supportive team and management environment at PRS Support have enabled her to thrive in her role.
The Supportive Environment at PRS Support
When Michele came to PRS Support, she noticed a significant difference in the level of support and encouragement compared to her previous workplace. “At my previous job, I often felt isolated and lacked the support I needed to perform at my best. Coming to PRS Support has been a game-changer and was completely different. It’s what has enabled me to continue in this role much longer than I thought I would have been able to,” Michele shares.
Michele emphasises this further, “The support from management and my colleagues is incredible. I can call anyone on the team when I have a question, and I know they’ll be happy to help,” she says. This environment has fostered her professional growth and allowed her to focus on providing the best possible support to her participants consistently over the long term.
A Testimonial of Excellence
Sharon Ross, Team Leader at Wesley Dalmar’s Intensive Therapeutic Care for Significant Disabilities program, shared her thoughts on Michele’s impact:
“Michele Iliopoulos has been an instrumental NDIS Support Coordinator for Wesley Dalmar’s Intensive Therapeutic Care – Significant Disability program over the past three years. Supporting young people in Out of Home Care with complex trauma and disability needs, Michele has sourced accommodations and services that address their unique challenges.
Her proactive approach has led to significant successes, including expediting NDIS plan reviews and securing favourable funding outcomes by escalating cases to the Office of Bill Shorten, Minister for NDIS. Michele’s dedication ensures these vulnerable young people receive the support they need for a smoother transition to adult disability services, making a profound difference in their lives.”
A Bright Future at PRS Support
This supportive atmosphere at PRS Support has been a significant factor in Michele’s career choices. “I don’t have any intention of changing or leaving. The supportive environment here makes me feel valued and equipped to continue giving my best to my participants. I know I can approach management with any concerns and be heard, respected, and supported,” she adds.
For Michele, the collaborative and encouraging environment at PRS Support is what makes her confident that she can happily continue in her role for the foreseeable future rather than having to move on due to burnout or pressure. It’s this unique combination of professional support and personal respect that has allowed her to flourish and make a lasting and ongoing positive impact on the lives of those she supports, fulfilling her desire to support others.
Michele is why we do what we do
Michele Iliopoulos exemplifies the values and dedication that PRS Support stands for. Her person-centred approach, strategies for empowering participants, continuous learning, and impactful success stories make her a genuinely outstanding Support Coordinator.
Michele’s journey, shaped by her personal experiences and professional commitment, continues to inspire and uplift those around her. The management and team at PRS Support are immensely grateful to have Michele as a celebrated and valued member of the team, and her nomination for the 2024 Australian Disability Service Awards in the Most Outstanding Support Coordinator category is a testament to her exceptional work.
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