Critical Success Solutions

Critical Success Solutions was created after our founders recognised the need for aged care advisory services in NSW and beyond.

Having worked in the industry for many years ourselves, we were well aware of the key factors that made all the difference between a harmonious, well-organised care organisation and one that was always chasing its tail and struggling to meet quality standards.

Our team brings decades of experience across a range of disciplines. We apply this to help our clients stay compliant, manage risk and access innovative system solutions.

Who we help

If you are an aged care, retirement, disability or education sector CEO or leader who is:

  • Overwhelmed by compliance requirements
  • Struggling to attract the right clients
  • Frustrated due to staff inconsistency and lack of motivation
  • Finding it difficult to reach KPIs
  • Drowning under an endless workload

Let us review your approach and provide tailored, flexible solutions that will help your organisation to thrive.

How we help

Our comprehensive services provide a well-rounded approach to help your organisation to:

  • Meet compliance standards
  • Establish the right corporate governance strategy
  • Provide aged care advisory services
  • Overcome administrative challenges
  • Train and develop teams and managers
  • Resolve staffing difficulties
  • Become the provider of choice
  • Solve complex problems
  • Create strategic roadmaps
  • Access funding
  • Appoint a board of directors
  • Investigate critical incidents
  • Reduce risk
  • Improve operational management
  • Develop policies and procedures

In a nutshell, if your organisation needs external support, Critical Success Solutions is your to-go provider.

Our Team

Meet the team from our disability and aged care business consultancy:

Fleur Hannen

Fleur’s previous professional titles include Managing Director, CEO, Director of Care and Compliance, General Manager of Operations, GM of Business Services, Administrator and Nurse Advisor for the Department of Health, and External Assessor for the Australian Aged Care Quality Agency. She is passionate about the continual improvement of the Aged Care and Disability sector, which I first encountered in my early career as a Registered Nurse.

Her unique career experience has positioned Fleur to offer insights for Aged Care and Disability Service Providers as she has literally walked in their shoes.

There is increased accountability and challenges across the industry. I help my clients navigate the challenges and demands of this dynamic and rapidly evolving sector.” – Fleur Hannen

Kylie Harding

Kylie is a community sector professional with over 25 years management experience in the community services and health care sector for both NGOs, Government and Statutory Authorities.

In addition to establishing and managing state-wide health initiatives, disability and aged programs, and social inclusion initiatives, Kylie is a highly effective trainer and presenter. She has managed and delivered community-based dementia education programs for mainstream and indigenous communities for the State and Commonwealth Governments.

Specialising in project management, Kylie has developed new NSW programs, managed large-scale reform projects related to business improvement, whole of State Cancer screening projects, change of Government process projects and has implemented new Government initiatives.

“With a passion for creating effective supportive workplaces, I specialise in developing organisations to their full potential through strategic planning, reform, innovation and integrity, working with teams to promote equity, growth and staff engagement.” – Kylie Harding

Alexander Pirozzi

Alexander Pirozzi joined Critical Success Solutions in the role of Business Manager in 2016.

Since then, he has worked closely with Managing Director Fleur Hannen on key components of the business and enjoyed supporting its growth from a six-consultant team to the 30+ team members we work with today.

Alex has over eight years’ business management experience in various industries and works with Critical Success Solutions in Client Engagement, Accounts, IT, HR and Project Management. He is constantly guiding his team to offer straight forward, common sense solutions to clients.

Under Fleur Hannen’ mentorship, Alex is studying towards achieving his MBA.

Cara Noye

Cara joined Critical Success Solutions in July 2018 working alongside the Managing Director and Business manager to develop innovative strategies and processes as well as supporting the team with Administration, Education, Development and HR.

With over 10 years of experience in administration in fast-paced environments, Cara is passionate about helping people and putting the skills she has developed over the years into practice by providing support to Management and Team members.

Mary Anne Balzen

Over 35yrs experience in both Private and Public Sector. Registered Nurse, Midwifery and Neonatal Intensive Care. Management roles in both sectors, including Maternity Services Manager in the Private Sector. Experience in Auditing, Policy and Procedure, Education, Complaints Management, Staff Management, Implementation of New ISO Standards Private Health Sector, Planning of New Facilities in both Public and Private Sector, Preparation for ISO Accreditation. Courses include Auditing, Management and Leadership Essentials Courses, Incident Investigation for Managers, Advanced Neonatal Resuscitation Courses, Policy and Procedure. Committees include Clinical Care, Blood and Blood Products Committee, Quality.

Glenys Liebke

I am a Registered Nurse with 40 years’ experience, value my registration and believe we never stop learning. I am passionate about aged care, particularly in the areas of quality, auditing, compliance, education and fostering new aged care leaders. I have held many different aged care roles including Registered Nurse, Educator, Clinical Manager, Director of Nursing/Facility Manager, Executive Care Manager, Aged Care Consultant, Aged Care Quality Assessor and previously provided a Locum Executive Care Manager service. I have qualifications in management, training and assessment, human resource practice, first aid and mental health first aid, and am a trained quality assessor. 

Deborah Edwards

Extensive nursing experience spanning over 30 years, having held a variety of positions including RN Consultant, Care Manager, CNS, Educator and Senior RN, across a range of public and private health organisations. Possessing strong clinical assessment skills and understanding of the Legislation, Standards and Guidelines pertaining to compliance within the Aged Care sector, I am able to provide clinical leadership and guidance to effectively meet the needs of elderly aged care Residents and Providers.

Ripeka Awarau

I have had 14 years’ experience in aged care nursing from registered nurse on the floor to managerial positions. I have worked in various states including Western Australia, Tasmania, New South Wales, Victoria and Queensland. I have undertaken metropolitan, regional, rural and remote nursing placements and have appreciated the experiences learned from these placements and the different challenges each environment confronted. I have care management experience in Queensland and New South Wales and enjoyed the knowledge and accomplishments these positions taught me both professional and personally. My experience includes clinical care coordination, auditing, staff management, education development and training, mentoring, ACFI and coordination of new graduation programs. My passion is ensuring registered nurses and care workers are committed to best practice and outcomes for the consumer. 

Mandy Potter

I have over 35years experience as a nurse, first working as a carer and then gaining my RN in the UK. On returning to Australia I worked in Neurosurgery in Gold Coast Hospital and also worked in theatre as a scrub scout. I have many years experience in Aged Care as an RN and moving up to Clinical Care Manager where I maintained ACFI and passed many Validations. I moved my way up to Residential Care Manager and have gone through and passed many Accreditation’s. In the last few years I have become a Consultant for a progressive company and I respect their work ethic and values. With CSS I have worked for many aged care facilities as CM, RSM and Nurse Advisor and I have been part of our team that has successfully overturned sanctions. The feeling of satisfaction I have when I leave a facility knowing I made a difference.

Our Partners

Meet our partners from our disability and aged care business consultancy:

Mary Cameron

When I commenced my nursing training, one very important piece of advice given to us all was to care for everyone as if they were your mother or father or someone you love. I have never forgotten this.

I enjoy mentoring RNs and care staff, particularly beginner RNs moving into the world of aged care. Teaching RNs and care staff how to “go back to the basics”, and the importance of knowing everything they can about their residents, can be very rewarding, especially when you see some “light bulb” moments. I like focusing on Person Centred Care, particularly in the care of people living with Dementia.

I have completed the UTAS Understanding Dementia and Preventing Dementia MOOCs in recent years, and continue to do DTA on-line courses to keep up-to-date on Best Practice in Dementia care.

In the CSS team, I have also worked at a number of sanctioned facilities, completed desktop reviews of clinical care, helped develop a library of Toolbox Talks on a variety of clinical topics for Care staff, and participated in the development of clinical policies for ACIB.

Leanne Taylor

Taylored Outcomes
Leanne is the Executive Director of Taylored Outcomes, a management consultancy she founded approximately 10 years ago. Leanne is a strategic thinker; a thought leader; connector; innovator; placemaker; and communicator. During the course of her 35+ career, Leanne has held Executive level roles in both the public and private sectors in aged care; port and maritime services; crown land management; local government; tertiary education; and business innovation and entrepreneurship. The experiences and knowledge gained through this diverse portfolio are extensive! Most recently Leanne was Chief Executive of the Illawarra Shoalhaven Joint Organisation, a local government peak organisation established by the NSW Government to lead regional strategy, advocacy, collaborative initiatives and programs for the Illawarra Shoalhaven region of NSW on behalf its member councils. Leanne has a passion for aged care and has held executive level roles at Warrigal on 2 occasions as well as the IRT. Her most recent role at Warrigal was Executive Leader Strategic Innovation and Development where she led the development of a new service delivery model with supporting HR and technology innovations; and the full commissioning at Warrigal’s new site at Shell Cove. The commissioning of this new model resulted in Warrigal being recognised by ACSA as the Aged Care Provider of the Year in 2018 along with many other awards. 

Catherine Thorpe

D and G – HR and Management Solutions 
Catherine Thorpe is a workplace relations and human resources practitioner, primarily assisting and supporting employers within Aged Care, Community Services, Health and other service industries, both NSW based and nationally. She has done so since 1995 and travels to provide services as and when required. From 2005 to date, Catherine has run her own consultancy, working with both public and private sector providers. She has also held and supported senior leadership positions within various organisations including NGO’s, not-for-profits, for-profits and community services, as well as Boards, CEOs and executive teams. With extensive experience in providing HR and IR advice, information and advocacy, Catherine is an Employee Relations Specialist, an HR generalist and strategist, proficient in all stages of employment. Most recently, Catherine has been deeply involved in assisting organisations and centres within the accreditation and compliance space.

Christine Grafitti

CLW Business Services 
Christine Graffiti is a Senior Consultant Registered Nurse with over 20 years’ management experience in the Health, Retirement Living, Aged, Disability and Home Care sectors. Christine developed her experience whilst working as Manager, Regional Manager and Chief Executive Officer with private and non-for-profit organisations. Christine has in-depth knowledge relating to risk, compliance and performance and is currently engaged by Bannister in Home Care in the position of Company Director.

Christine is passionate about transformational leadership and can add value through:

  • High level problem solving
  • High level communication
  • Initiating and guiding strategic business development
  • Transformational leadership

Susan Adamzcuk

Susan Adamczuk is a Consultant for CSS, the reason she chose to work with CSS is the calibre of the team, the leadership and experience held within and the proactive contemporary approach to not only support but also its responsiveness and ability to pivot within a rapidly changing environment and requirements for the Australian aged care sector. Susan is an experienced Registered Nurse holding a BHSc and MPH, who has worked as a nurse academic as well as a senior operations manager within the aged care sector. Her passion lies in creating strong and robust teams, to use contemporary evidenced based tools to understand risk in the aged care setting and respond to it in line with the expectations of the consumer, the  health , allied health and other support workers, the organisation, the community and legislative requirements.

Deborah Gardiner

Agile Pathway
Deborah Gardiner has undertaken consultancy and special projects in the aged and home care industries through her company Agile Pathway P/L. She has been in corporate services roles for over 30 years including senior positions and Boards within the public sector. 

This includes specialist experience in:

  • strategic and business planning
  • performance monitoring and reporting
  • research, environmental scanning and analysis
  • quality assurance and compliance
  • risk management planning
  • survey development, implementation and analysis
  • policy, procedure and process development
  • governance and project management oversight
  • adult education and training

Deborah’s educational qualifications include:

  • Bachelor of Economics, University of Sydney – majors in Economics, Accounting and Law
  • Diploma of Adult Education with TAFE Higher Education
  • Advanced Diplomas in Leadership and Management, and Business Management
  • Diplomas in Auditing and Project Management
  • Public Sector Leadership Program
  • Cert IV in Training and Assessment