Susan collaborates with her clients in designing effective strategies and creative solutions to address their issues of importance to ensure innovation, growth and success for their people, teams and organisation.

Susan’s expertise encompasses leadership, change and quality frameworks in education, health, community services and aged care. She has specific expertise in the review of quality management systems and standards in the human service sector. In this capacity Susan assists a wide range of organisations in preparing for accreditation, in developing their quality systems, in leading reviews of quality systems and in realistically implementing recommendations for improvement. These include Federal, State and local Governments, and not-for-profit/for-profit organisations.

Unlocking Immunity to Change

Change management – supporting individuals and teams to uncover hidden assumptions that are holding them back from making the changes they most desire in their personal and professional lives. The Unlocking Immunity to Change methodology is a well researched and successful way to help people to change behaviours that, in spite of their best efforts, have proven hard to shift in the past.

Organisational and Program Reviews

Susan has managed and led over 200 organisational reviews in the not for profit and community services sector. In this capacity she has expertise in many national frameworks including Quality Improvement Council, Human Service Standards, National Mental Health Standards and Australian Service Excellence Standards. She also helps organisations prepare for accreditation reviews and implement recommendations.

Facilitation, Meetings & Workshops

Susan has expertise and qualifications in facilitating challenging meetings and in ensuring a smooth process is in place for diverse workplace activities. She regularly facilitates the Executive Assistants Group for Behind Closed Doors.

Training & Professional Development

Susan has conducted over 500 workshops and training activities that address the specific needs of teams and organisations. These include Change Management, Team Building, Conflict Resolution, Managing Challenging Behaviours, Workload Management and Leadership. She is the South Australian trainer for the Facilitation Skills MasterClass for the Australian Institute of Training and Development.

Strategic Planning

In an ever-changing environment, the importance of solid governance structures and planning cannot be underestimated. Assisting people to align philosophy, behaviours and outcomes into a streamlined plan is a key strength. Susan has been repeatedly invited to lead strategic planning sessions with departments, programs and with whole organisations.

Quality Improvement

Working from a systems perspective Susan helps streamline processes so that frameworks are in place to monitor and improve clear and easily understood policies, procedures and agreed ways of working.

Business Development

Working from both a detailed and an overarching perspective Susan investigates and improves processes to fit each organisation by examining them from a diversity of perspectives and ensuring that clients, stakeholders, staff, Board and management are on the same page.


Cabra College
Our Lady of the Sacred Heart
Catholic Education Office of South Australia
Department of Education and Children’s Services

Department of Premier and Cabinet
Department of Community and Social Inclusion
Department of Ageing and Aged Care
Department of Health
Australian Embassy in Seoul

BHP Billiton
Origin Energy
Behind Closed Doors

Not for Profit
Quality Innovation Performance (QIP)
Nunkuwarrin Yunti Aboriginal Health
Multicultural Aged Care
The Repat Foundation
Uniting Care Wesley Port Adelaide
HealthFirst Network
Paraquad SA
Vietnam Veterans Counselling Service

Flinders University
University of Adelaide
National University of Singapore


put quality organisational systems in place and
 be well prepared for accreditation


facilitate meetings and workshops


review programs


embed a culture of continuous quality improvement


develop policies and procedures - linking them to relevant standards and legislation


develop and write strategic plans


improve your Board’s governance skills


develop staff skills and performance

Call Susan today

Let Susan take you for a coffee.


Susan Raphael

PO Box 699, Walkerville SA 5081

0409 697 395

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