Assistant Coordinator Community Care

• Jun 2021 - Present

In this role I oversee business support and coordination for the community care division of the Council by managing the administration of funded programmes while regularly reporting updates on service delivery performance to the Community Care Coordinator. A key achievement includes: • Developing/implementing policies, work practices, procedures, and in-house training programmes in compliance with the Council and funding programme guidelines.

Business Support Officer

• Apr 2021 - Jul 2021

Residential Services Officer

• Mar 2019 - Jun 2020

In this role I serve as the point of contact to potential and existing Blue Care customers across several channels, eliciting customer needs and offering support in difficult circumstances. Some key achievements include: • Owning the end-to-end customer journey for the residential intake process, providing empathy for customers and genuine desire to deliver the best possible customer outcomes. • Continuously improving service delivery like call monitoring processes after collaborating with the Customer Service Centre leaders to improve quality. • Staying updated on the relevant Blue Care systems and procedures by using the SupportPoint procedural guidance and knowledge base system. Show less

Acting Senior Policy Officer

• Jul 2018 - Mar 2019

In this role I drove cross-collaboration across the organisation and industry to develop Indigenous business and inclusion within projects and the industry while growing Indigenous economic participation. This involved coordinating with other organisations and community groups to deliver projects and programmes.Some key achievements include: • Fostering positive and safe working environment by contributing to work area goal setting and service improvement while promoting compliance with health and safety policies, procedures, work practices, and hazard reporting.• Co-developing/implementing standards, procedures, guidelines, and quality assurance (QA) processes for the successful delivery of the Youth Employment Programme.• Facilitating record management and reporting by using the Microsoft Dynamics Customer Relationship Management (CRM) system. Show less

Program Support Officer

• Aug 2017 - Jul 2018

Collaborated with the Enterprise Development and Industry Engagement teams in the development of Indigenous business and engaged the industry to develop Indigenous inclusion within projects to promote Indigenous economic participation. Developed and maintained strategic relationships with diverse stakeholders including Indigenous groups, community groups, teams, and organisations both locally and regionally to promote the delivery of projects and programmes. · Supported the Programme Development and Support Team in delivering and implementing the Youth Employment Programme to regional offices within Queensland. · Contributed to the development and execution of standards, guidelines, procedures, and quality assurance processes for the Youth Employment Programme.· Assisted in the planning, designing, and evaluation of programmes and projects to ensure that initiatives are delivered on schedule and within the budget whilst adhering to quality standards. · Oversaw the periodic preparation of project status reports, integrated robust quality controls, and drove continuous improvements, ensuring accomplishment of deliverables within timeframes, scope, and budgets. · Upheld robust interpersonal communications skills including negotiation and conflict resolution with external contractors. Show less

Business Support Officer

• May 2016 - Aug 2017

In this role I contributed to a smooth flow of operations and communications across the community & customer service division by supporting the department in applying/completing key business principles and processes, such as communication, calendar, recordkeeping practices, and the quotation process. Some key achievements include: • Enhancing the overall operational efficiency across the organisation by using various business tools to strengthen service quality and reduce operational costs. • Developing/implementing effective systems to enable the timely, accurate reporting of Council reports, performance reports, OH&S quarterly reports, and progress reports. • Defining key business processes within the department, including community grants payment processing to support the Business Support Officer in training staff members. • Implementing continuous improvements to workplace methods, quality, productivity, and practices while setting key performance indicators (KPIs) and targets for all services. • Cultivating a safe working environment with minimal risks by following workplace safety initiatives and identifying/reporting hazards. Show less

Support Services Officer/Administration Officer

• Feb 2008 - May 2016

In this role I established executive administrative support across the company regarding support services, operations management, and property management in line with the organisational principles and strategic vision. Some key achievements include: • Championing development/relocation of the new head office while driving various brand refurbishments/relocations and cost optimisation initiatives. • Improving efficiencies while achieving strategic goals set by the Board of Directors after conducting spending analysis across the Credit Union and introducing new cost-saving processes. • Delivering comprehensive, concise responses to project stakeholders and senior management in a swift manner by leveraging strong daily time management skills. • Leading successful negotiations and conflict resolutions with third parties like external contractors, including contract administration between project teams and audit during project lifecycles. Show less