Meet Our Team
Mandy Drain
Director / Specialist Support CoordinationOwner & Director – Taylor Made Outcomes
Awards & Recognition
2024 IWIB Innovative Business Woman of the Year
2024 IWIB Champion Networker
2023 IWIB Business Woman of the Year
2021 Business Person of the Year – Illawarra and South Coast Business Awards
With more than 29 years of experience in the disability sector, Mandy founded Taylor Made Outcomes with a vision to deliver quality, trauma-informed, and person-centred supports — free from the constraints of large providers and heavy overheads.
Mandy began her career at just 17 with The Cram Foundation, supporting children and adults with complex disability and health needs. Over 10 years, she gained extensive frontline and management experience before leading one of the supported accommodation sites established during the deinstitutionalisation of the Wollongong Institution in 2002–2003.
Following this, Mandy worked in training and practice guidance roles with organisations such as St George and Sutherland Community College and Greenacres, supporting the implementation of person-centred supports while balancing family life.
Her NDIS journey began in 2014 when she joined Life Without Barriers as a Practice and Programs Specialist, advising services across Illawarra, Shoalhaven, and the ACT during the transition into the NDIS. Mandy led the successful establishment of a new supported accommodation service for five young adults in Nowra, overseeing both systems development and recruitment.
In 2017, she became NDIS Development Project Specialist with CatholicCare, where she successfully guided the organisation’s transition into the NDIS. At the time she left to establish Taylor Made Outcomes, Mandy was managing a team of 8 staff and overseeing supports for more than 200 participants across Wollongong, Nowra, and Campbelltown.
Qualifications
Mandy holds a Bachelor of Social Science (Social Welfare) and a Diploma of Disability, as well as Certificate IV qualifications in Mental Health, Frontline Management, Disability, and Training & Assessment.
Current Practice
Alongside her leadership role, Mandy continues to provide Support Coordination and Specialist Support Coordination to a small group of participants to remain current in both practice and knowledge. She also offers mentoring services to individuals and organisations seeking to strengthen their expertise in the NDIS and improve service delivery.
Jason Miller
Director / Finance ManagerDirector & Finance Manager – Taylor Made Outcomes
Jason is passionate about ensuring participants’ services and supports remain consistent, with a strong focus on making sure provider payments are processed accurately and on time. His commitment to financial reliability helps Taylor Made Outcomes deliver smooth, trusted services for participants and providers alike.
After spending nearly two decades in the construction industry, Jason made the decision to join Taylor Made Outcomes. His expertise and leadership in finance have enabled the organisation to grow sustainably and support more participants across the community.
Jason is a proud father and stepfather to four children, including his 17-year-old stepdaughter who lives with a complex disability — giving him personal insight into the importance of quality, person-centred support.
He holds a Certificate IV in Accounting and Bookkeeping and is a member of the Institute of Public Accountants (IPA).
Emma Ryan
Manager – Support Coordination TeamSpecialist Support Coordinator – Taylor Made Outcomes
Helping others has always been Emma’s passion. While completing her Bachelor of Social Science (Criminal Justice), she worked for the Department of Juvenile Justice and later as a Disability Coordination Officer, helping young people with disabilities transition from school into further education or employment.
For the 15 years following graduation, Emma worked in social welfare, supporting vulnerable families to improve the wellbeing of children and young people. Much of this time was spent in leadership roles, where she embedded relationship-based practice at the core of her work. Emma strongly believes that treating people with dignity and respect is key to helping them achieve their goals.
Since joining Taylor Made Outcomes in 2020, Emma has expanded her expertise with a comprehensive understanding of the NDIS and its processes. She prides herself on supporting participants to achieve the best possible outcomes and is committed to ensuring her work always reflects empathy, respect, and person-centred values.
Rachel Calver
Manager – Support Coordination TeamSpecialist Support Coordinator – Taylor Made Outcomes
Rachel has a strong background in mental health and specialises in providing support coordination for people living with psychosocial disabilities. She is also passionate about supporting individuals with connective tissue disorders and genetic conditions, and recognises that disability is a highly individual experience. Rachel takes the time to understand each person’s condition and how it impacts their daily life, tailoring her support to meet their unique needs.
Rachel began working in the NDIS space during its rollout in south-west Sydney in 2017, initially as a Support Worker before moving into the Partners in Recovery team and later into Support Coordination. In 2019, she chose to bring her skills into her local community, where she has built strong relationships with local providers and supports.
Holding a Bachelor of Psychological Science (Honours), Rachel applies her knowledge and experience to deliver person-centred, strengths-based support, helping participants achieve their identified goals.
Outside of work, Rachel enjoys spending time with her rabbit, Red, as well as swimming and reading.
Brittany Colless
Manager – Plan Management and Participant EngagementManager – Plan Management & Participant Engagement – Taylor Made Outcomes
Brittany brings over four years of experience in the NDIS sector, having worked as a Senior Plan Manager, Operations Manager, and Participant Engagement Officer supporting families and participants across the Illawarra. She now leads Taylor Made Outcomes as the Manager of Plan Management and Participant Engagement.
Holding a Certificate IV in Business Management and Leadership, Brittany is passionate about ensuring participants’ NDIS plans are managed effectively and used to their full potential, so that the right supports are in place to help individuals achieve their goals.
Brittany takes pride in building strong relationships with participants and families, offering clear communication and guidance that leaves people feeling confident their plans are in safe hands. She also works closely with providers to ensure invoices are processed efficiently and in line with NDIS guidelines, supporting a smooth and reliable experience for everyone involved.
Brittany is known for treating participants, families, providers, and colleagues with respect, professionalism, and care, and is committed to upholding the highest standards in plan management and participant engagement.
Lisa Cox
Manager – OperationsOperations Manager – Taylor Made Outcomes
Lisa is the first point of contact for many participants and families at Taylor Made Outcomes. She plays a key role in handling intakes and onboarding, ensuring each participant feels welcomed, supported, and confident as they begin their NDIS journey.
As Operations Manager, Lisa oversees the smooth running of services, supporting both participants and the wider team. She is committed to providing clear communication, efficient processes, and a friendly, approachable experience for everyone who engages with Taylor Made Outcomes.
Julie Bale
Support CoordinationSupport Coordinator – Taylor Made Outcomes
Julie has always had a passion for caring for others. She completed her Diploma in Early Childhood through Macquarie University in 1990 and went on to work across a range of early childhood settings, including long day-care and preschools in Western Sydney and the Sutherland Shire. During this time, she supported many children with disabilities, which deepened her passion for inclusive care and learning.
After pausing her career to raise her three children and relocating to Wollongong, Julie completed her Certificate III in Home and Community Services in 2013. She gained employment with CatholicCare following her placement, recognised for her strong work ethic and dedication to supporting vulnerable members of the community. In this role, she provided in-home support, community engagement, social groups, and supported holidays — experiences that broadened her skills and passion for working with people with disability.
In 2016, Julie transitioned into a role as a Support Facilitator, managing a caseload of both aged care and disability participants. She supported service provision, budget allocation, and case management, while also completing her Certificate IV in Community Services to further strengthen her practice.
Julie has been working as an NDIS Support Coordinator since 2017, drawing on her extensive professional experience. She has supported participants in achieving their NDIS goals, successfully transitioning into supported accommodation, and navigating plan implementation and reviews.
Julie remains dedicated to assisting participants to reach their goals and is passionate about delivering positive, person-centred outcomes.
Jodie Lambert
Support CoordinationSupport Coordinator – Taylor Made Outcomes
Jodie brings over 30 years of experience supporting people across residential, day program, and community settings in the Illawarra. She holds qualifications in Nursing, Childcare, and Disabilities, giving her a well-rounded foundation for providing person-centred support.
As the NDIS began rolling out in NSW, Jodie made the decision to broaden her knowledge of the scheme and its opportunities for participants. This led her to transition from her role as a Clinical Nurse Consultant into the disability sector, first working with the Local Area Coordination team before moving into Support Coordination.
Jodie draws on her strong community connections and extensive sector knowledge to help participants identify their goals and connect with the right supports. She is particularly passionate about working alongside people with complex medical disabilities, supporting their families, and achieving positive, meaningful outcomes.
Tiffany Halshaw
Psychosocial Recovery Coach / Support coordinationPsychosocial Recovery Coach & Support Coordinator – Taylor Made Outcomes
Tiffany has always had a strong passion for helping people and supporting them to achieve their goals. She works within a holistic, person-centred framework, focusing on each individual’s strengths, insights, and ensuring they remain at the core of all decision-making.
Her commitment to person-centred care grew after caring for a loved one living with mental health challenges, where she witnessed firsthand the positive impact of empowering, tailored support. From that moment, she knew that helping people reach their goals would be her lifelong passion.
Tiffany began her professional journey in 2011 as a peer worker supporting disengaged youth. She then transitioned into disability and mental health services, working in both day programs and residential settings with individuals experiencing complex intellectual and psychosocial disabilities.
Her dedication and experience led her to join the team at Taylor Made Outcomes as a Support Coordinator and Psychosocial Recovery Coach, a role where she feels truly at home. Tiffany is passionate about walking alongside participants on their recovery journey, providing guidance, advocacy, and practical support.
She holds a Certificate III in Disabilities, a Diploma in Counselling, and various certifications in Mental Health and Trauma-Informed Care.
Outside of work, Tiffany enjoys arts and crafts, as well as spending time in nature with her family. She looks forward to continuing her journey in the NDIS space, empowering individuals to live fulfilling, self-directed lives.
Beck Corley
Specialist Support Coordination / Psychosocial Recovery CoachSpecialist Support Coordinator & Psychosocial Recovery Coach – Taylor Made Outcomes
Beck holds a Master of Social Work (Qualifying) from Southern Cross University. She first joined Taylor Made Outcomes during her final university placement — and has been part of the team ever since. Beck’s social work practice is grounded in a holistic framework, with a strong commitment to anti-oppressive, strengths-based, and person-centred approaches.
Since 2017, Beck has been teaching trauma-informed yoga to people facing mental health challenges and those impacted by domestic and family violence. She has also been a dedicated Lifeline volunteer since 2018, supporting individuals in crisis as a telephone crisis supporter.
Before entering the social work field, Beck worked across diverse roles in the performing arts, administration, and as a yoga teacher and therapist. No matter the role, her passion has always been about connecting with people, serving the community, and empowering individuals to achieve their goals and dreams.
Emma Darlington
Specialist Support CoordinationSpecialist Support Coordinator – Taylor Made Outcomes
Emma has always had a passion for supporting people with disabilities, particularly those with lived experience of paralysis and Multiple Sclerosis (MS). This passion inspired her to complete a Bachelor of Social Work at the University of Wollongong.
With a strong connection to the local community, Emma began her career in the Illawarra as a Support Worker, providing both social and community supports as well as personal care. Over time, she has worked with a wide range of participants, including individuals living with physical disabilities, mental health conditions, or a combination of both.
Emma’s interest in the NDIS grew from her desire to support individuals in accessing the scheme and achieving their goals. She found this work incredibly rewarding, as it allowed her to understand each participant’s unique needs and walk alongside them in their journey. Since then, she has embraced her role as a Support Coordinator, helping participants find the right services and work towards their aspirations.
Participants describe Emma as friendly, energetic, and empathetic. She looks forward to continuing her work with individuals on their recovery journey, providing guidance, encouragement, and person-centred support every step of the way.
Amy Calver
Specialist Support CoordinationSpecialist Support Coordinator – Taylor Made Outcomes
Amy has completed both a Master of Social Work (Postgraduate) and a Bachelor of Psychological Science (Undergraduate) at the University of Wollongong. She is committed to the core values of social work, with a strong focus on person-led and strength-based approaches. Amy’s goal is to ensure every individual she supports receives quality, personalised, and meaningful assistance.
Amy has been working in the NDIS space since its launch in 2017, bringing with her a robust understanding and a deep passion for the mental health sector. She played a key role in the transition following the closure of the Partners in Recovery (PIR) program, ensuring individuals were appropriately supported either within the NDIS or mainstream services.
With a particular interest in connective tissue and genetic disorders, as well as complex psychosocial disabilities, Amy approaches every participant with the belief that all experiences are unique. She places great importance on listening, learning, and tailoring support to meet each person’s individual needs and circumstances.
Outside of work, Amy enjoys spending time with her one-year-old White Swiss Shepherd, Nynx, often training, exploring, or going on adventures together.
Josh Cunningham
Support CoordinationSupport Coordinator – Taylor Made Outcomes.
Josh has been working in the disability sector since 2013, beginning his journey as a volunteer before moving into supported independent living (SIL) roles. He supported many participants during the rollout of the NDIS, helping them understand the system and connect with the right supports. Over time, Josh gained experience across a variety of placements and progressed into management roles, while also completing his Diploma of Community Services.
Passionate about making a difference, Josh believes that everyone should have equal access to opportunities. Moving into Support Coordination allowed him to take on new challenges and continue building his knowledge of the disability sector. His focus is on empowering participants to live more independent and fulfilling lives, while providing guidance and support tailored to their needs.
Emma Devlin
Support CoordinationSupport Coordinator – Taylor Made Outcomes
Emma is originally from Ireland, where she completed a Master’s degree in Abnormal and Clinical Psychology and an undergraduate degree in Psychology. She is also a qualified Play Therapist, bringing a strong therapeutic background to her work.
Since moving to Australia in 2015, Emma has gained extensive experience across the disability sector. She has worked in a variety of roles, including Support Worker, Team Leader, Acting Manager of a Children’s Respite Centre, Play Worker, and now as a Support Coordinator with Taylor Made Outcomes.
Emma has a particular passion for supporting children, especially those with Autism Spectrum Disorder (ASD), trauma histories, and Department of Communities and Justice (DCJ) involvement.
She is often described as friendly, compassionate, empathetic, and ambitious. Having grown up with a parent with a physical disability and a sister with a learning disability, Emma has seen firsthand the importance of having an engaged and supportive team. This lived experience drives her commitment to serving participants with care, dedication, and respect.
Jocelyn Ehlers
Support CoordinationSupport Coordinator – Taylor Made Outcomes
Jocelyn is originally from Canada, where she completed an Honours Undergraduate Degree in Psychology and Sociology. After visiting Australia several times and falling in love with the country and its support services, she made the decision to formally migrate and continue her professional journey here. Jocelyn is passionate about expanding her knowledge in the mental health field and plans to complete a Master of Psychology.
She places strong value on person-centred approaches, ensuring that participants are always at the heart of all decisions and remain in control of their own lives. Jocelyn also embraces holistic approaches, working with individuals’ strengths and passions to create meaningful outcomes.
With a deep passion for mental health, Jocelyn has worked extensively in this area in Canada and volunteered with individuals living with intellectual disabilities, psychosocial disabilities, and within aged care settings. These experiences have given her a well-rounded understanding of people’s lives and the importance of compassionate, tailored support.
Outside of work, Jocelyn enjoys nurturing her love for plants and is excited to explore Australia’s natural world. She is grateful to be part of the Taylor Made Outcomes team and looks forward to continuing her journey supporting participants to achieve their goals.
Matilda Dubowski
Support Coordination / Psychosocial Recovery CoachSupport Coordinator & Psychosocial Recovery Coach – Taylor Made Outcomes
Matilda has a strong passion for mental health, which inspired her to pursue a Bachelor of Psychological Science at the University of Wollongong, set to be completed in 2025. With aspirations to continue on to a Master’s in Psychology, she is driven to make a positive difference in people’s lives and thrives on seeing others achieve their goals.
Since joining Taylor Made Outcomes in 2022, Matilda has taken on the role of Participant Engagement Officer, where she provides valuable support to participants and assists with enquiries about NDIS funding. She has embraced learning about the NDIS and enjoys working alongside the team to expand her knowledge, which also supports her future career in the mental health field.
Outside of work, Matilda is a creative and active person. She enjoys playing guitar, singing, spending time at the beach with her dogs, exercising, travelling, and connecting with new people
Sean Gallagher
Support CoordinationSupport Coordinator – Taylor Made Outcomes
Sean has worked in the disability sector for over 12 years, supporting participants across both large organisations and private settings.
Throughout his career, he has assisted individuals to access their communities, build confidence, and work towards meaningful personal goals.
Sean began his career working in the Illawarra as a support worker, providing social and community access supports as well as personal care.
During this time, he developed a strong understanding of participant needs and the importance of tailored, person-centred support.
He also volunteered in the sector from 2008 to 2016, where his passion for supporting others continued to grow.
Sean, in mid 2025, worked as a Support Coordinator within the Greater Sydney region before returning to the Illawarra to be closer to family.
Sean holds a Diploma in Community Services and a Certificate III in Disability Work, providing him with a strong foundation in person-centred practice, service navigation, and plan implementation.
Sean also has a strong personal connection to the disability sector, supporting his sister who lives with multiple disabilities. This has further shaped his understanding and commitment to ensuring participants receive the support they need.
Sean is dedicated to working alongside participants and their support networks to navigate the NDIS, overcome barriers, and achieve their goals.
Josh Bale
Plan ManagementPlan Manager – Taylor Made Outcomes
Josh is a valued member of the Plan Management team, stepping into his first role within the NDIS sector. He is dedicated to ensuring that all provider payments are processed efficiently and accurately, while also making sure that NDIS guidelines are carefully followed.
Josh takes pride in delivering reliable support to both participants and providers, helping to maintain smooth financial management and building trust through accuracy and consistency.
Jamie Ryan
Plan ManagementPlan Manager – Taylor Made Outcomes
Nobody knows his true identity… but what we do know is that Jamie is a valued member of the Plan Management team at Taylor Made Outcomes. With a strong focus on accuracy and reliability, he ensures provider payments are processed efficiently and always in line with NDIS guidelines.
Jamie takes pride in supporting both participants and providers, creating a smooth and stress-free plan management experience for everyone he works with.
Nicole Ryan
Plan ManagementPlan Manager – Taylor Made Outcomes
Nicole works part-time within the Plan Management team, bringing with her a strong background in Corporate Banking. Transitioning into the NDIS sector, Nicole applies her financial expertise and attention to detail to ensure invoices are processed accurately, efficiently, and in line with NDIS guidelines.
She is passionate about helping participants make the most of their NDIS funding, while also building and maintaining strong relationships with providers to create a smooth and positive experience for everyone involved. Nicole takes pride in her commitment to accuracy, compliance, and participant satisfaction.
Having lived in the Illawarra for the past 20 years, Nicole enjoys her time outside of work as a proud mum of two.
Amanda Hunt
Plan ManagementPlan Manager – Taylor Made Outcomes
Amanda is part of the Plan Management team, where she focuses on ensuring timely and accurate processing of provider payments in line with NDIS guidelines. She is dedicated to supporting participants to get the most out of their funding while maintaining a smooth and efficient experience.
Amanda takes pride in delivering reliable service and assisting both participants and providers with professionalism and care.
Jade Bissett
Admin AssistantAdmin Assistant – Taylor Made Outcomes
Jade works full-time in the Taylor Made Outcomes office, where she is often the first point of contact for participants, families, and providers. She is responsible for greeting visitors, answering calls, assisting with enquiries, and supporting the team with a wide range of tasks.
When she’s not at the front desk, Jade helps with intakes and onboarding of participants, while also expanding her knowledge of the NDIS — something she thoroughly enjoys.
With a background as a learn-to-swim instructor, Jade has experience supporting children living with disabilities to develop confidence and skills in the water. She brings the same patience, care, and commitment to her role at Taylor Made Outcomes, ensuring that every interaction is warm, professional, and supportive.
Zondrae Hodges
Participant Engagement Officer / Admin AssistantParticipant Engagement Officer & Admin Assistant – Taylor Made Outcomes
Zondrae has a strong background in early childhood education, with a focus on Autism Spectrum Disorder and other disabilities. With over ten years of experience working with children, she understands the vital role that support plays for families in the early years.
She holds a Bachelor of Behavioural Studies with a focus on educational psychology, which enhances her ability to guide families as they navigate both the challenges of disability and the NDIS system.
As a parent of a young adult with complex support needs, Zondrae also brings valuable lived experience to her role at Taylor Made Outcomes, offering both professional knowledge and personal insight to the participants and families she supports.