Meet Our Team

Mandy Drain

Owner / Specialist Support Coordination

2021 Business Person of Year – Illawarra and South Coast Business Awards

After spending the last 24 years working for large providers of disability supports, Owner/Director Mandy drain, is looking forward to delivering quality, person-centered supports and services, 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 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 in addition 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’

February 2022 – Update

Taylor Made Outcomes is proudly serving just shy of 700 NDIS participants, through the provision of Plan Management, Support Coordination (including Specialist) and Psychosocial Recovery Coaching.

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.

Emma Ryan

Support Coordination

Emma Ryan, 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.

After graduating, and for the past 15 years, Emma worked in social welfare; working closely with vulnerable families to improve well being for children and young people. She spent the majority of this time in leadership roles and have 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.

During her 15 years in this role she took time off to become a mum and now has two beautiful little boys.

Emma is looking forward to a new focus in the disability sector; to learning new skills, meeting new people and most of all, doing her upmost to support the people she’ll be working with to achieve their goals.

Maggie Taylor

Support Coordination

Maggie Taylor, Support Coordinator for Taylor Made Outcomes.

With 30 years’ experience in the disability sector combined with lived experience I have developed a varied skillset which I bring to each participant and family I meet.

I have experienced much change in the sector while working in supported independent living, day programs, complex and high dependency services, individual support and case management.

I proudly became a local area coordinator with an awesome team at Uniting in 2017 and commenced the roll out of NDIS support with the rest of the Illawarra.

During this period of service, I discovered my desire to use my knowledge and experience to assist people at a more concentrated level which brought me to NDIS Support Coordination and finally to Taylor Made Outcomes where I feel at home.

Emma Darlington

Support Coordination

Emma Darlington, Support Coordinator for Taylor Made Outcomes.

Emma has always had a passion for supporting people with disabilities, in particular those with a lived experience in mental health, paralysis and MS. This passion is what inspired her to complete a Bachelor of Social work at the University of Wollongong.

As Emma has a strong connection to the local community, she began working within the Illawarra as a support worker offering social and community supports as well as personal care. Emma has worked with a wide range of participants, including individuals living with physical disability, lived experience of mental health, or a combination of these experiences.

From there, Emma become interested in supporting individuals to access the NDIS. Emma found this experience rewarding due to being able to understand each individuals goals and support needs. Since then, Emma has worked as a support coordinator to support participants to find the services that are right for them and work towards their goals.

Emma has been described by her participants as extremely friendly, energetic and empathetic. Emma looks forward to working with participants on their recovery journey.

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.

Rachel Calver

Specialist Support Coordination

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.