Meet Our Team

Mandy Drain

Director / Specialist Support Coordination

2023 IWIB Business Woman of the Year
2021 Business Person of Year – Illawarra and South Coast Business Awards

After spending 25 years working for large providers of disability supports, Owner/Director Mandy Drain started Taylor Made Outcomes, with a focus on delivering quality, trauma informed and person-centered supports, without the constraints of high overheads and back office expenses.

At the age of 17, Mandy began working at The Cram Foundation, supporting children and adults living with complex disability and health needs.

During her 10 years of employment with The Cram Foundation Mandy gained extensive experience in disability support and service.

In 2002

During 2002 and 2003. Mandy was heavily involved in the transition of the residents from the Wollongong Institution into community based supported accommodation. She was successful in managing one of the supported accommodation sites until she began her own family in 2006.

Returning to work after her maternity leave, Mandy held contractual positions with large organisations including St George and Sutherland Community College and Greenacres, during this time she provided training and practice guidance, including the implementation of Person-Centered Supports and Practices.

These employment opportunities allowed her flexibility in work / family life, while her children were preparing for their school years.

NDIS Journey Begins

Mandy chose to return to full-time work in 2014, and accepted the position of Practice and Programs Specialist with Life Without Barriers.

During her contract, Mandy advised disability services teams across Illawarra, Shoalhaven and ACT on business practices required for the impending transition into the National Disability Insurance Scheme.

During her final year with Life Without Barriers, Mandy led the transition of 5 young adults into a purpose built supported accommodation site in Nowra. The transition included development of all operational systems and the recruitment of a qualified team of support workers as a result was a sucess.

In 2017

Mandy accepted the position of NDIS Development Project Specialist with CatholicCare, drawing on her experience and knowledge, as a result was able to successfully led the business into the National Disability Insurance Scheme.

At the time of her decision to leave CatholicCare and commence Taylor Made Outcomes. Mandy was managing a team of 8 staff members and CatholicCare was providing NDIS supports to over 200 participants across Wollongong, Nowra and Campbelltown.


Mandy Drain holds a Bachelor of Social Science (Social Welfare) and a Diploma of Disability. In addition to this, Mandy also holds Certificate IV qualifications in Mental Health, Frontline Management, Disability and Training and Assessment.

Mandy is the mother and step-mother of 4 children, the oldest whom is living with complex disability and also the inspiration behind the name ‘Taylor Made Outcomes’

Mandy was presented with the 2021 Business Person of Year at the Illawarra and South Coast Business Awards on the 23rd February 2022, as an acknowledgement of the passion and dedication she has to Taylor Made Outcomes and the greater disability support sector.

Services and Supports

Mandy provides Support Coordination and Specialist Support Coordination to a small number of participants, ensuring she remains current in practice as well as knowledge. Mandy also provides paid mentoring to individuals and organsiations, who are seeking to increase their expertise in NDIS and improve service delivery.

Jason Miller

Director / Finance Manager

Jason is passionate about ensuring participants services and supports remain consistent, and works to ensure provider payments are made in within a timely manner.
Having spent almost two decades in the Construction industry, Jason made the decision to come on board and support the team at Taylor Made Outcomes, which has meant the team have been able to grow and serve more participants.

Jason is a father and step-father to 4 children, including his 13 year old step-daughter who is living with complex disability.

Emma Ryan

Manager – Support Coordination Team

Emma Ryan, Specialist Support Coordinator for Taylor Made Outcomes.

Helping others has always been her passion. Whilst completing her Bachelors Degree in Social Sciences, Criminal Justice, Emma worked for the Department of Juvenile Justice and then as a Disability Coordination Officer, the latter helping young people with a disability transition from school into further education or employment.

For the 15 years following graduation, Emma worked in social welfare; working closely with vulnerable families to improve wellbeing for children and young people. She spent most of this time in leadership roles and has always held relationship-based practice at the core of her work to those she was providing a service. Emma believes that giving those we work with dignity and respect is the key to helping them achieve their goals.

Emma joined the TMO team early in 2020 and has built on prior knowledge and skills to include a comprehensive understanding of the NDIA and its processes. Emma prides herself on supporting the participants she serves to achieve the best possible outcomes.

Rachel Calver

Manager – Support Coordination Team

Rachel Calver, Specialist Support Coordinator for Taylor Made Outcomes.

Rachel has a background in mental health and specialises in providing support coordination for people living with psychosocial disabilities. Rachel is also passionate about providing support to those living with connective tissue disorders and genetic conditions. Rachel understands that disability is an individual experience and is happy to learn more about your condition and how it impacts you.

Rachel began working within the NDIS space during the rollout in south-west Sydney in 2017, first as a support worker before transitioning to the Partners in Recovery team and finally support coordination. In 2019, Rachel decided to begin support coordination within her local community, developing a strong connection with local supports.

Rachel has qualifications in psychology, holding a bachelor of psychological science (honours). Rachel understands that every individual is unique and looks forward to working with participants to meet their identified goals.

Outside of work, Rachel enjoys spending time with her rabbit (Red), swimming, and reading.

Julie Bale

Support Coordination

Julie Bale – Supports Co-ordinator for Taylor Made Outcomes

Julie has always had a passion to care for others and completed her Diploma in Early Childhood through Macquarie University in 1990. From this she worked in a range of Early Childhood settings including long day-care and preschools in Western Sydney and the Sutherland Shire where she assisted with supports for a range of children with disabilities, increasing her passion to learn more.

After pausing her career to raise her 3 children and moving to the Wollongong area, she completed her Cert III in Home and Community Services in 2013. From this she gained employment after completing her practical experience with CatholicCare, due to her work ethics and passion to support the more vulnerable in the community. This role had her assisting with in-home supports, social support in the community, social groups and supported holidays. From this she gained invaluable experience and increased passion to support to people with a disability.

In 2016, Julie was given the opportunity to transition to a role as a Support Facilitator with a case load of both Aged and Disability participants, assisting to support with service provision, budget allocation and case management. During this time she also completed her Cert IV in Community Services to increase her skills and knowledge.

In 2017, she successfully gained the role of NDIS Supports Coordinator and has been working in this role since then, drawing on her experience and knowledge gained from professional experience over the past 4 years. During this time she has assisted clients to reach their NDIS goals, transitioned participants successfully in to Supported Accommodation and assisted with plan implementation and the NDIS review process.

Julie is dedicated to assisting participants to reach their goals and achieved positive outcomes.

Jodie Lambert

Support Coordination

Jodie Lambert – Support Coordinator for Taylor Made Outcomes

Jodie has over 30 years supporting people in residential, day programs and community settings in the Illawarra. Jodie has qualifications in nursing, childcare and disabilities.

As the NDIS began to roll out through NSW, Jodie decided to gain as much information as she could about the NDIS and what it could provide to people. This led Jodie to leave her position of Clinical nurse consultant and seek NDIS knowledge.

Jodie worked as part of the local area coordination team before transitioning across to support coordination.  Jodie can draw on her connection to the local community and sector knowledge to assist people to work towards their goals.

Jodie is passionate about supporting people with complex medical disabilities, working with their families and achieving positive outcomes.