ACT Government [EXAMPLES]

ACT GOVERNMENT EXAMPLES OF WORK

YUKI ZHANG BA (Politics

& Japanese)

Demonstrating exceptional results as a distinguished and strategically minded professional with a career spanning international relations, public policy and higher education governance, I am eager to leverage my extensive expertise and intellectual acuity to make a meaningful contribution as an Assistant Director within the Chief Minister, Treasury and Economic Development Directorate (CMTEDD). I possess a proven record in conceiving, developing and delivering sophisticated policy initiatives, intergovernmental collaborations and executive advisory functions that align with government priorities and legislative frameworks. Renowned for analytical precision, diplomatic acumen and a capacity to navigate complex policy environments, I consistently deliver authoritative, evidence-based advice to senior decision-makers. My professional philosophy is underpinned by integrity, strategic foresight and strong commitment to excellence in public administration, ensuring that every initiative I lead advances organisational purpose, strengthens institutional governance and delivers tangible community outcomes.

KEY SKILLS & COMPETENCIES

• Strategic Policy Formulation Expertise: Demonstrated mastery in conceptualising, evaluating and articulating advanced policy frameworks that inform ministerial decision-making and advance complex cross-sector reform agendas.

• Legislative and Regulatory Sophistication: Highly proficient in interpreting intricate statutory and regulatory instruments to ensure precise compliance, institutional integrity, policy coherence and governance alignment.

• Executive Advisory and Analytical Capability: Adept at producing incisive ministerial submissions, Cabinet papers and strategic analyses that distil multifaceted complexity into cogent, actionable recommendations for leadership.

• Stakeholder Influence and High-Level Diplomacy: Accomplished in negotiating, mediating and sustaining high-value relationships across government, academia, industry and civil society to achieve strategic objectives.

• Analytical and Conceptual Reasoning Acuity: Skilled in synthesising multidimensional datasets, discerning policy implications and applying rigorous critical reasoning to inform evidence-based governance decisions.

• Inspirational Leadership and Professional Mentorship: Experienced in directing multidisciplinary teams, nurturing capability development, empowering performance excellence and fostering a culture of innovation.

• Intergovernmental and International Liaison Proficiency: Proven success in facilitating alignment between Commonwealth, state and international stakeholders to deliver cohesive, strategically integrated outcomes.

• Complex Program and Project Stewardship: Advanced capability in managing multifaceted initiatives with precision, ensuring operational excellence, fiscal prudence, sustainable delivery and enduring policy impact.

• Persuasive and Articulate Executive Communication: Exceptional command of written and verbal discourse, demonstrated through the authorship of authoritative briefs, comprehensive reports, speeches and correspondence.

• Operational Excellence and Process Innovation: Proficient in modernising administrative frameworks, embedding contemporary digital efficiencies and optimising performance across multi-level governance systems.

• Cross-Cultural Intelligence and Multilingual Competence: Fluent in English and Mandarin with professional proficiency in Japanese, enabling refined engagement within dynamic geopolitical and institutional environments.

• Ethical Governance and Public Sector Integrity: Deeply aligned with ACT Public Service values of transparency, accountability, equity and stewardship, ensuring principled conduct and enduring community trust.

CAREER OVERVIEW

2023 - Current Australian National University International Partnerships & Compliance Coordinator

2022 - 2023 Communities At Work Senior People Coordinator

2021 - 2022 Nike Workforce Administration Specialist

2017 - 2021 Career Sabbatical Maternity Leave

2015 - 2017 Ministry of Foreign Affairs Assistant Director, MFA Diplomatic Academy

2012 - 2015 Ministry of Foreign Affairs First Secretary (Political), High Commission of the Republic of Singapore

2010 - 2012 Ministry of Foreign Affairs Technical Corporation Officer, Technical Cooperation Directorate

2007 - 2010 Ministry of Foreign Affairs Protocol Officer, Privileges and Immunities Section, Protocol Directorate

EMPLOYMENT HISTORY

2023 - Current AUSTRALIAN NATIONAL UNIVERSITY | www.anu.edu.au

Canberra, Australia

International Partnerships and Compliance Coordinator

RESPONSIBILITIES:

• As an International Partnerships and Compliance Coordinator, I provide strategic advice, specialised training and governance support to business units on the development, review and execution of international partnerships and agreements. I ensure compliance with the Foreign Arrangements Scheme, Privacy Act, ESOS Act and institutional policies, strengthening accountability, transparency and regulatory governance across all international engagement activities.

• Furthermore, I lead the negotiation, renewal and development of Student Exchange Agreements, conducting detailed policy analysis, due diligence and the preparation of executive memoranda, reports and minutes for senior endorsement. I manage governance frameworks that safeguard institutional integrity, mitigate organisational risk and support the sustainable delivery of high-value international initiatives aligned with strategic priorities.

• I collaborate extensively with faculties, legal teams and executive offices to coordinate governance and legal reviews, ensuring consistent policy application and institutional alignment. I also provide high-level secretariat support to University committees, oversee risk assessments and Freedom of Information (FOI) responses, and promote compliance, collaboration and transparency across the University’s international operations.

KEY ACHIEVEMENTS:

• Streamlined partnership governance processes and documentation workflows, reducing approval timeframes from two months to one week and significantly improving overall operational efficiency and executive responsiveness.

• Introduced advanced automated Smartsheet tools to replace manual data entry processes, substantially improving data accuracy, transparency and reliability within the University’s central partnership governance database.

• Strengthened institutional governance by embedding robust compliance frameworks that enhanced accountability, mitigated organisational risk exposure and reinforced transparency across all international operations.

• Authored detailed memoranda, reports and briefing papers that informed senior executive decision-making, aligning institutional partnerships with both legislative obligations and strategic institutional imperatives.

• Fostered collaborative and trusted relationships with internal and external stakeholders, enhancing cross-faculty coordination, knowledge sharing and reinforcing ANU’s reputation as a globally engaged and compliant institution.

2022 - 2023 COMMUNITIES AT WORK | www.commsatwork.org

Canberra, Australia

Senior People Coordinator

RESPONSIBILITIES:

• As a Senior People Coordinator, I provided authoritative advice to employees and line managers on complex HR and employment matters, interpreting and applying the Fair Work Act, Enterprise Agreements and organisational policies while managing staff performance, conduct and compliance processes.

• Additionally, I oversaw the end-to-end recruitment and employee lifecycle, including shortlisting, interviewing, onboarding and workforce administration, ensuring all processes were fair and compliant with legislative and orgaisational standards.

• Moreover, I led the review, development and implementation of HR policies, frameworks and reporting systems, producing data-driven insights that strengthened workforce governance, planning and decision-making across the organisation.

KEY ACHIEVEMENTS:

• Represented employees as an elected member of the Employee Consultation Committee, actively contributing to the negotiation, refinement and successful implementation of a new comprehensive Enterprise Agreement.

• Partnered collaboratively with an external vendor to design and implement a new HR Information System, substantially improving efficiency, transparency and consistency in recruitment and employee data management processes.

• Designed and delivered workforce performance dashboards and compliance reports for executive review, providing actionable insights that informed strategic workforce planning and high-level operational decisions.

• Coordinated complex enterprise-level workforce planning initiatives that enhanced long-term organisational sustainability, strengthened compliance and supported continuous alignment with industrial relations frameworks.

• Led organisational participation in major career fairs and community engagement events, increasing brand visibility, promoting employment pathways and generating over 40 Expressions of Interest in early childhood education careers.

2021 - 2022 NIKE | www.nike.com/sg/ Singapore

RESPONSIBILITIES:

Workforce Administration Specialist

• As a Workforce Administration Specialist, I delivered comprehensive workforce administration services across the employee lifecycle for Nike employees based in Japan, including onboarding, internal transfers, role changes and offboarding, ensuring all activities adhered to global HR policy frameworks and regional employment legislation.

• Moreover, I maintained rigorous data integrity and governance across sophisticated HR information systems, ensuring compliance with corporate standards, data protection policies and statutory reporting requirements.

• Additionally, I collaborated with cross-functional teams across Payroll, Recruitment and HR Business Partners to resolve complex employment matters, streamline processes and deliver strategic workforce analytics that informed leadership decisions and strengthened organisational governance.

KEY ACHIEVEMENTS:

• Consistently exceeded weekly case management targets through effective time management, prioritisation and analytical problem-solving, contributing to enhanced team performance, service delivery and overall operational efficiency.

• Strengthened policy compliance, governance integrity and operational transparency by applying global HR frameworks in alignment with evolving regional legal, regulatory and diverse cultural contexts.

• Contributed to workforce governance initiatives and continuous improvement programs, recommending system enhancements that improved accuracy, accountability and process efficiency.

2017 - 2021 CAREER SABBATICAL/MATERNITY LEAVE

2007 - 2017 MINISTRY OF FOREIGN AFFAIRS | www.mfa.gov.sg Singapore

2015 - 2017 Assistant Director, MFA Diplomatic Academy

2012 - 2015 First Secretary (Political), High Commission of the Republic of Singapore, Canberra, Australia 2010 - 2012 Technical Corporation Officer, Technical Cooperation Directorate 2007 - 2010 Protocol Officer, Privileges and Immunities Section, Protocol Directorate

Assistant Director, MFA Diplomatic Academy

RESPONSIBILITIES:

• In this role, I led the design and implementation of policy frameworks supporting the professional development of diplomatic officers, addressing skills gaps, succession planning and long-term workforce capability priorities. My leadership encompassed overseeing a team of officers, conducting structured performance reviews, developing tailored professional development plans and embedding continuous improvement and accountability across the Academy.

• I directed internal reporting cycles, coordinated data inputs across multiple units and ensured accuracy, consistency and alignment with institutional governance and accountability standards. This included drafting high-level policy briefs, analytical reports and performance evaluations to inform senior executive decision-making and support the Ministry’s strategic workforce planning objectives.

• Additionally, I represented the Academy in high-level cross-departmental forums, contributing policy advice and technical expertise on capacity-building strategies, institutional development and governance reforms. Through this work, I strengthened organisational resilience, enhanced operational readiness and reinforced the Academy’s role in advancing national foreign policy capability.

KEY ACHIEVEMENTS:

• Served as a contributing member of the Ministerial Committee, coordinating documentation, agendas, correspondence and follow-up actions to ensure accountability, alignment and continuity with evolving ministerial priorities.

• Directed the preparation of the Academy’s Annual Report, overseeing performance data collation, verification and analysis to support transparency, strategic evaluation and compliance with mandated governance frameworks.

• Conceptualised, designed and successfully delivered the inaugural “Consular Response Team” training program, significantly improving crisis management capability, institutional preparedness and coordinated interdepartmental response capacity.

• Enhanced the Academy’s reputation as a recognised centre of excellence by embedding evidence-based practices, strengthening internal governance processes and modernising strategic program design and delivery standards.

First Secretary (Political), High Commission of the Republic of Singapore, Canberra, Australia

RESPONSIBILITIES:

• As a First Secretary (Political), I conducted extensive research and analysis on Australian political, economic and regulatory developments to inform Singapore’s bilateral engagement strategies and long-term foreign policy direction. I prepared ministerial submissions, policy briefs, analytical reports and formal speeches for senior officials, ensuring all advice and documentation were evidence-based, strategically aligned and diplomatically sensitive. I also advised Singaporean companies on Australia’s political and legislative landscape, identifying commercial opportunities while mitigating risks associated with changing market and policy conditions.

• Moreover, I represented Singapore at diplomatic, academic and media forums, cultivating strategic relationships that strengthened bilateral visibility, enhanced Singapore’s reputation and advanced national priorities across trade, defence and education. I also managed and delivered complex high-level delegation visits and trade missions, coordinating logistics, stakeholder engagement and policy outcomes that reinforced collaboration between governments.

• Additionally, I oversaw sensitive consular matters involving Singaporean citizens, negotiating with Australian government agencies and non-government stakeholders to secure fair, timely and confidential outcomes. Through this work, I applied sound judgement, cultural fluency and diplomacy in managing complex political, consular and bilateral issues to safeguard both individual welfare and national interests.

KEY ACHIEVEMENTS:

• Led the organisation and delivery of numerous high-level delegation visits, including the complex Prime Minister-led mission to the G20 Summit in Brisbane, ensuring flawless execution and compliance with diplomatic protocol.

• Produced high-quality policy briefs, analytical papers and ministerial submissions that informed strategic foreign policy decision-making, advanced bilateral objectives and strengthened evidence-based governance outcomes.

• Cultivated and maintained trusted relationships with senior politicians, diplomats, academics and influential media representatives to strengthen policy collaboration, diplomatic engagement and bilateral strategic influence.Strengthened Singapore’s international profile as a credible and respected partner within the Australian and Asia-Pacific region through sustained policy advocacy and strategic engagement.

Technical Corporation Officer, Technical Cooperation Directorate

RESPONSIBILITIES:

• As a Technical Cooperation Officer, I served as the primary liaison between the Ministry and leading training agencies, strategically designing, implementing and monitoring Singapore’s international development assistance programs across ASEAN member countries. This involved coordinating technical cooperation initiatives that supported regional capacitybuilding objectives and aligned with Singapore’s foreign policy and development priorities.

• Furthermore, I coordinated and authored policy submissions that secured government approval to increase Singapore’s national contributions to regional programs, expanding the reach and impact of the Singapore Cooperation Programme. I also represented Singapore at high-level ASEAN ministerial and working meetings, presenting national reports and ensuring alignment with regional frameworks and cooperation agreements.

• In addition to program delivery, I led communications and promotional initiatives for the Singapore Cooperation Programme, developing materials, attending regional roadshows and highlighting Singapore’s leadership in international development assistance. Through these efforts, I advanced diplomatic engagement, strengthened cross-border collaboration and promoted Singapore’s reputation as a credible partner in regional human resource development.

KEY ACHIEVEMENTS:

• Designed and launched a commemorative brochure marking the 100,000th participant milestone in the Singapore Cooperation Programme, enhancing visibility and diplomatic engagement.

• Secured program funding, coordinated comprehensive reporting processes and strengthened accountability frameworks to ensure long-term policy impact, sustainability and international recognition.

Protocol Officer, Privileges and Immunities Section, Protocol Directorate

RESPONSIBILITIES:

• As a Protocol Officer, I managed sensitive matters on diplomatic privileges and immunities for accredited foreign diplomats in Singapore, including property transactions, duty exemptions, consular protection and the application of diplomatic immunity. I interpreted and applied international conventions such as the Vienna Convention on Diplomatic Relations and corresponding domestic legislation to ensure compliance with Singapore’s legal and jurisdictional obligations.

• In this capacity, I liaised with embassies, government agencies and senior officials to maintain consistency and uphold Singapore’s reputation for diplomatic precision, while coordinating high-level diplomatic visits and drafting procedural guidelines that strengthened operational efficiency and governance across the Directorate.

KEY ACHIEVEMENTS:

• Supported the successful organisation and delivery of multiple high-level diplomatic visits, ensuring seamless coordination and adherence to international protocol standards.

• Authored official guidelines and procedural notices that enhanced consistency, transparency and compliance across diplomatic and protocol operations.

QUALIFICATIONS

2007 BACHELOR OF ARTS (POLITICS AND JAPANESE STUDIES) (DOUBLE FIRST CLASS HONOURS) The University of Sheffield, United Kingdom

1999 ONE YEAR EXCHANGE PROGRAM RESEARCH PAPER “JAPAN’S BID FOR A UNITED COUNCIL SEAT” Kanazawa University, Japan

CERTIFICATIONS & LICENCES

• ACT Driver’s Licence (Current)

• Australian Federal Police National Police Check (May 2022)

• ACT Working with Vulnerable People Card (Valid until July 2027)

LANGUAGES

• English (Native), Mandarin (Native) and Japanese (Business)

REFEREES

AVAILABLE ON REQUEST

WARREN GERVAIS

As a results-driven and highly experienced finance professional with a robust background in investment analysis, financial modelling and treasury management, I am eager to undertake new challenges at The Land Transport Infrastructure Division with the desire to join the Division at an exciting time as the Australian Government repositions its approach to infrastructure investment. Demonstrating a proven track record of delivering comprehensive research, strategic insights, and effective stakeholder engagement, I welcome the opportunity to support the management and reporting on the overall financials for the Australian Government’s investments within the infrastructure investment pipeline and depending on the section, undertake data management and reporting. My diverse skill set, including proficiency in financial analysis, regulatory compliance and team leadership, positions me well to contribute to and deliver on objectives for the Australian Governments significant reform agenda for infrastructure investment. Drawing upon my career accomplishments, I have the ability to assist in providing policy advice and formulate strategy for the IIP and the Infrastructure Policy Statement as well as coordinating biannual Infrastructure Investment Cabinet submissions at the Federal Budget and MYEFO periods.

EDUCATION & QUALIFICATIONS

2024 - Current MASTER OF HISTORY

University of New England

2023

CHARTERED FINANCIAL ANALYST (CFA) CHARTERHOLDER

CFA Institute

2022 GRADUATE CERTIFICATE OF FINANCE (FINANCIAL MANAGEMENT)

2018

The Australian National University

BACHELOR OF FINANCE - MAJOR: BANKING & FINANCIAL SERVICES

(Dean's Excellence Award 2017) University of Canberra

KEY SKILLS & COMPETENCIES

 Financial Modelling: Proficient in developing and maintaining complex financial models to support strategic decision making and forecasting utilising advanced techniques to construct dynamic models that capture financial data.

 Investment Analysis: Skilled in conducting in-depth analysis of investment portfolios, evaluating performance and identifying optimal investment strategies, employing a comprehensive approach to assess various factors.

 Treasury Management: Experienced in performing a broad range of treasury functions, including coordinating coupon payments, reviewing term deposit rates, managing bank guarantees and overseeing critical financial operations.

 Data Analysis: Possess strong analytical skills with the ability to analyse financial data, identify trends, and generate actionable insights, leveraging advanced analytical tools and methodologies to extract meaningful insights.

 Stakeholder Management: Demonstrated ability to effectively communicate complex financial information to stakeholders, including C-suite executives and external partners, employing clear communication techniques.

 Regulatory Compliance: Knowledgeable in regulatory requirements and compliance standards, ensuring adherence to relevant laws and regulations in financial operations, staying abreast of evolving regulatory landscape.

 Risk Management: Proficient in identifying and mitigating risks across financial processes, implementing proactive measures to safeguard assets and ensure operational continuity, conducting comprehensive risk assessments.

 Presentation Skills: Skilled in developing and delivering presentations for board meetings, training sessions, and external stakeholders, translating complex financial concepts into clear, understandable insights, crafting compelling narratives.

 Team Leadership: Experienced in leading and mentoring team members, fostering a collaborative work environment focused on achieving organisational goals, providing guidance, support, and coaching to team members.

 Problem-Solving: Possess strong problem-solving skills with a proactive approach to addressing challenges and finding innovative solutions, leveraging analytical thinking, creativity, and strategic insight to identify root causes.

 Adaptability: Demonstrated ability to adapt to changing environments and work effectively under pressure, maintaining productivity and delivering results. This includes remaining flexible and agile in response to evolving priorities.

EMPLOYMENT HISTORY

Jan 2024 - Apr 2024 THE AUSTRALIAN NATIONAL UNIVERSITY (ANU) | www.anu.edu.au

Canberra, Australian Capital Territory

Investment Analyst

The Australian National University (ANU) stands as a beacon of academic excellence and innovation, renowned both nationally and internationally for its commitment to advancing knowledge and shaping future leaders. Founded in 1946, ANU has established itself as Australia's leading research-intensive university, consistently ranked among the top institutions.

RESPONSIBILITIES:

 Conduct research on specific holdings relevant to the University, involving analysis of earnings, evaluation of analyst recommendations, and assessment of the competitive landscape.

 Prepare investment strategy and portfolio update papers for the Finance Committee.

 Serve as Tender Committee Secretary, coordinating meetings, analysing tender submissions, drafting evaluation reports, clarifying inquiries with potential suppliers, and following up on action items.

 Perform a broad range of Treasury functions, such as coordinating coupon payments for ANU bonds, reviewing term deposit rates, and organising bank guarantees.

 Conducted comprehensive financial modelling and analysis for the University's S&P credit rating profile, including forecasting budgetary outcomes. This involves utilising advanced financial modelling techniques to assess the University's financial health and project future budgetary scenarios.

 Provided in-depth analysis of investment portfolios, actively participating in asset allocation decisions and conducting due diligence on potential fund managers. This encompassed evaluating various investment opportunities, assessing risk-return profiles, and analysing historical performance data, helped identify optimal investment Strategies.

 Expanding on these responsibilities highlights the complexity of the tasks and the level of expertise required to perform them effectively. It emphasises the importance of strategic financial analysis and decision-making in supporting the University's financial goals and objectives.

 Collaborate with partner institutions to execute foreign exchange trades for hedging and currency conversion, as well as managing term deposits for the University's internally managed cash portfolio.

 Demonstrate expertise in financial analysis, strategic planning, and stakeholder coordination, contributing to the effective management of ANU's investment portfolio and financial operations with dedication to excellence.

ACHIEVEMENTS:

 Successfully served as the secretary for the tender committee overseeing the procurement of an investment asset consultant. Responsibilities included organising meetings with the finance committee and senior university members, recording minutes, ensuring action items were carried out, and compiling the Tender Committee report. Drafted a comprehensive selection report detailing committee findings, leading to the identification and employment of a supplier.

 Produced an in-depth research report for the finance committee upon request, using earnings analysis and broker estimates to provide valuable insights. Presented multiple sale options, facilitating the committee's decision-making process regarding the sale of stock. The report enabled the finance committee to make informed decisions and execute transactions effectively.

 Developed a distribution workbook to streamline calculation processes, specifically designed for the equitable distribution of earnings on a quarterly basis. Conducted thorough analysis to determine necessary data inputs, including unit prices and holdings for each stakeholder. Implemented an efficient calculation method within the workbook, which has since been adopted by the ANU for quarterly distribution calculations.

May 2021 - Jan 2024

Dec 2022 - Jan 2024

May 2021 - Dec 2022

& Data Analytics)

Dec 2019 - May 2021 Investment Operations Analyst (Custody & Implementation)

The Commonwealth Superannuation Corporation (CSC) stands as a cornerstone in the professional realm of superannuation management, entrusted with the responsibility of safeguarding the financial futures of Australian government employees. With a rich heritage over several decades, CSC is dedicated to providing reliable and tailored superannuation solutions.

Senior Investment Operations Analyst (Performance & Data Analytics)

RESPONSIBILITIES:

 Developed and maintained robust financial models for the APRA Heatmap and YFYS Performance Test, ensuring accurate and up-to-date data for regulatory compliance and performance evaluation

 Implemented and designed rigorous reconciliation processes to ensure data accuracy and consistency across various sources, including custodian data and investment manager records. This involved creating automated checks and balances to detect and correct discrepancies.

 Served as the primary contact for addressing all investment performance matters, from C-suite executives to valued customers, clearly communicating with complex performance metrics and the impact on overall investment strategies.

RESPONSIBILITIES:

 Led, mentored, coached and performance-managed one direct report. Additionally, led small project teams to improve operational processes, such as implementing enhancements to rebalancing models, which resulted in increased efficiency and accuracy in portfolio management

 Analysed, reported, and explained performance returns across CSC’s comprehensive product offering. This included preparing detailed performance reports, identifying key drivers of returns, and presenting findings to stakeholders.

 Conducted regular analysis of competitor products within the industry, presenting comprehensive reports to support strategic decision-making. This involved benchmarking performance, fees, and product features against competitors.

 Interacted with various internal teams to ensure accurate and timely reporting in the Product Disclosure Statement, Annual Report, website publications, and various APRA requirements. This collaboration ensured consistency and compliance across all public-facing documents and regulatory submissions.

 Developed presentation materials for board meetings, team training sessions, and external vendors. These presentations translated complex financial data and performance metrics into clear, actionable insights for diverse audiences.

ACHIEVEMENTS:

 Earned promotion to Senior Analyst as recognition of exemplary performance and dedication to team success, reflecting commitment to professional growth and contribution to organisational objectives.

 Successfully led the implementation of APRA Heatmap & Performance Test, a crucial legislative requirement. Initiated working groups, meticulously studied legislation, and collaborated with internal and external stakeholders to devise a comprehensive plan. Developed a modelling workbook to accurately interpret legislation, ensuring precision in investment decision-making. Resulted in a model closely aligned with APRA estimates, enhancing CSC's reliance on the model for practical purposes.

 Selected to participate in the Uni Melb Leadership Development Program from a pool of top-performing CSC staff, demonstrating leadership potential and commitment to personal and professional development.

 Took charge of overseeing the Operational Risk Reserve regulatory process, coordinating efforts across multiple teams and securing approvals from key stakeholders. Ensured compliance with regulatory requirements throughout tenure at CSC, showcasing dedication to upholding organisational standards.

 Provided seamless coverage for a team member on maternity leave while managing regular responsibilities. Mentored new staff members and efficiently executed duties, earning appreciation from the leadership team for proactive problem-solving and commitment to team success.

Investment Operations Analyst (Custody & Implementation)

RESPONSIBILITIES:

 Maintained robust reconciliations encompassing valuations, investment accounting, securities lending, hedging, foreign exchange (FX), and interest. Ensured the accuracy and integrity of financial data across these critical areas, employing meticulous attention to detail and systematic verification processes

 Conducted comprehensive monitoring to identify relevant risk items across all functions and processes. Implemented proactive measures to mitigate potential risks, ensuring compliance with internal policies and regulatory requirements.

 Fostered and maintained strong relationships with the Custodian’s account management, fund accounting, financial reporting, and securities lending teams. This involved regular communication, issue resolution, and collaboration to ensure seamless operations and accurate reporting.

 Developed presentation materials for quarterly risk forums, process improvement initiatives, and team training sessions. These materials aimed to communicate complex information clearly and effectively, supporting informed decisionmaking and continuous improvement.

 Provided analytical support to ensure the timely and accurate delivery of investment team and regulatory reporting requirements. This included preparing detailed reports, verifying data accuracy, and ensuring compliance with all relevant regulations and standards.

ACHIEVEMENTS:

 Developed innovative reconciliation workbooks, enhancing accuracy and efficiency in financial reporting processes. These tools streamlined reconciliation procedures, resulting in improved data integrity and faster reporting timelines.

 Stepped up to provide essential coverage for teammates during the challenges of the COVID-19 pandemic, ensuring continuity of operations and support for team success. By adapting to changing work conditions and supporting colleagues, contributed to maintaining productivity and morale during unprecedented circumstances.

 Designed and implemented new workbooks for accounting files, optimising organisation and accessibility of financial data for streamlined decision-making and reporting. These innovative tools facilitated easier access to critical financial information, leading to more informed decision-making and improved reporting accuracy.

PREVIOUS EXPERIENCE

Aug 2018 - May 2019 THE FIRM CHARTERED ACCOUNTANTS Accountant/Client Service Representative Jan 2019 - Feb 2019 BOYCE CHARTERED ACCOUNTANTS Superannuation Intern

DYLAN GRIMWOOD

CAREER PROFILE

Demonstrating exceptional results as a tertiary qualified and accomplished professional at the Department of Veterans Affairs (DVA), I am in the process of relocating to Canberra and I am eager to undertake an ACT-based career opportunity with DVA with the desire to enhance my experience and undertake new challenges. Throughout my diverse career spanning thirteen years across the Australian Public Service, defence and hospitality industries, including my experience as a Delegate and Claims Officer at DVA, I have gained signiciant experience in developing and managing positive, strategic relationships with internal and external stakeholders at all levels, coordinating and preparing correspondence, whilst role modelling behaviours which are inclusive, collaborative, encouraging curiosity and innovation. Communicating clearly and professionally with influence and credibility, I possess highly developed written and verbal communication skills with broad experience engaging and collaborating with internal and external stakeholders at all levels. Leading by example with a high level of integrity, I understand and resonate with DVA’s mission to support and deliver government programs for war veterans, serving and former serving members of the Australian Defence Force, Australian Federal Police and their families.

QUALIFICATIONS & TRAINING

2023 - Current GRADUATE CERTIFICATE: NATIONAL SECURITY POLICY

Australian National University | Part-time via correspondence

2023 NSW GOVERNMENT INTERNSHIP PROGRAM - MARKETING AND COMMUNICATIONS

2018 - 2022

2022

NSW Government

BACHELOR OF ARTS (POLITICAL SCIENCE: INTERNATIONAL RELATIONS)

Double Major in Law & Society | University of Western Australia | 4.4 GPA, 63% WAM

Subjects Included: Public Policy, Human Rights Advocacy, Political Theory, Foreign Policy & Relations, Macroeconomics and Business Law

UNFCCC - MOCK NEGOTIATIONS | UNIVERSITY OF WESTERN AUSTRALIA

As a Representative for the African Union, our research team led global climate change efforts and worked to foster international collaboration through mock UN negotiations to reduce global CO2 emissions. By utilising strategic planning and analysis, we reduced emissions below the recommended target, which helped secure funding for the development of green infrastructure in Africa.

KEY SKILLS & COMPETENCIES

 Service Delivery: Provides end-to-end case management and responds to enquiries from clients about their entitlements

 Communication: Highly developed written and verbal communication skills, articulating messages clearly and succinctly.

 Analytical & Research: Well-developed analytical and research skills, with proven expertise in collecting and analysing data.

 Change Management: Drives innovation, initiates positive change in work practices, technology and business improvement.

 Strategic Planning: Supports the strategic planning process and understands concepts relating to strategic planning.

 Process Development: Drives business innovation with a commitment to developing and improving processes and systems.

 Team Leadership: Leads, motivates and mentors team members, monitoring performance and maximising productivity.

 Administration: Performs administrative functions efficiently including record keeping, filing and document preparation.

 Legislative Compliance: Understands, interprets and applies a range of government legislation, policies and procedures.

 Problem Solving: Maintains a solution-focused approach, effectively resolving issues and problems promptly and efficiently.

 Technology: Advanced expertise utilising various systems and software including MS Office Suite and in-house software.

 Time Management: Maintains a high level of organisation and time management, adapting and responding to change.

Apr 2023 - Current DEPARTMENT OF VETERANS AFFAIRS | www.dva.gov.au Perth, Western Australia

Sep 2023 - Current Delegate (APS5) | Permanent Impairment - DRCA Permanent Impairment Team Apr 2023 - Sep 2023 Claims Officer (APS 4)

The Department of Veterans' Affairs is a department of the Government of Australia and charged with the responsibility of delivering government programs for war veterans, members of the Australian Defence Force, members of the Australian Federal Police, and their dependents. For administration purposes, the department forms part of the Defence portfolio.

Delegate

- Permanent Impairment (APS5)

RESPONSIBILITIES:

 Manage a caseload of claims under the Military Rehabilitation and Compensation Act 2004 (MRCA), the Veterans’ Entitlements Act 1986 (VEA), and Safety, Rehabilitation and Compensation (Defence-related Claims) Act 1988 (DRCA).

 Provide accurate information on current legislative requirements and handle Classified Defence material.

 Provide high-quality and direct service to clients, other government departments and agencies.

 Request information necessary to finalise each claim, follow-up and consideration of information.

 Seek input from Senior Delegates, Medical Advisers and Triage and Connect staff, as required.

 Finalise claims, Completion of Needs Assessments and Treatment Path Determinations.

 Discuss adverse findings with clients and advocates in a professional manner.

 Investigate and analyse data to secure evidence to support determinations.

 Commence claims in accordance with established policies and procedures.

 Provide a high level of operational support and advice to Team Leaders.

 Maintenance of claim records in DVA computer systems.

ACHIEVEMENTS:

 Consistently exceeded set KPI’s and undertook a larger caseload.

 Facilitated the planning and implementation of standardised phone service practices for new trainees.

 Assisted in training and creating local department SOPs on facilitating standardised formatting for outgoing documents.

Claims Officer (APS 4)

RESPONSIBILITIES:

 Answered a high volume of incoming calls and emails from clients in relation to entitlements or their case status.

 Managed cases and processed claims following processes and applying government legislation to the claim process

 Actively investigating claims, liaising with clients and stakeholders including but not limited to healthcare providers and medical experts to supply evidence to inform decision making, chasing up documents and referral letters.

 Conducted research and interpreted legislation to inform evidence-based decision making using sound judgment.

 Demonstrated high-level client service skills, including phone and written contact with clients and internal and external stakeholders, having difficult conversations from time to time using a patient and empathetic approach.

 Provided updates on claim investigations, request outstanding information and explain the claim journey to the client.

 Maintained detailed case notes and a keen interest in ensuring legislation is interpreted and enacted correctly

 Consistently helped others and have led a morning stretching group to boost morale and increase physical ability

ACHIEVEMENTS:

 Consistently exceeded weekly KPIs, receiving positive feedback from representatives, Veterans and management

 Established and proved myself within my team as a reliable, knowledgeable and driven member, playing a vital role in our development and overall positive morale in the team and across the department.

 Adapted to a different process due to a policy change. As this change was managed effectively, I was able to have a Veteran’s claim determined within just four days of allocation, responding positively to change and use it as a catalyst to improve my processes and contributing to a productive team environment.

Jan 2022

The Australian Security Intelligence Organisation (ASIO) is the national security service of Australia, responsible for the protection of the country and its citizens from espionage, sabotage, acts of foreign interference, politically motivated violence, attacks on the Australian defence system and terrorism.

RESPONSIBILITIES:

 Participated in a short online program that developed our understanding of Australian intelligence operations and procedures, involved the review of case studies, analysing data then reporting on our findings.

 Received a high score and offered to take part in recruitment rounds, which I declined due to other commitments.

PREVIOUS EXPERIENCE

May 2018 - Mar 2019 UNIVERSITY OF WESTERN AUSTRALIA

Perth, Western Australia

Research Assistant | 2018 NDIS White Paper RESPONSIBILITIES:

 Played an integral role as a Research Assistant in the preparation of the 2018 NDIS White Paper, using high-level external stakeholder engagement, fostering networks and relationships to influence research and align policy needs.

 Performed analysis of relevant regulatory matters to keep up-to-date with current state and federal legislation.

 Maintained quality standards to preserve the integrity of data and findings, wrote reports to summarise data.

 Analysed research data for the development and implementation of NDIS policy, further developing key programs in a quest to meet the needs of patients in rural communities

Jan 2020 - Oct 2023 SMOKING HOT & CO.

Margaret River, Western Australia

Director/Business Manager

RESPONSIBILITIES:

 Set the manage the day-to-day operations of the business from customer service to sales and financial management.

 Provided strong leadership to teams, managing and guiding staff to facilitate a positive culture and improve processes.

 Engaged with the community via marketing, events and sales, creating relationships with businesses and local government.

 Determined strategies to enhance company productivity by providing effective methods in business operations.

 Developed and implemented budgets, forecasts and financial projections, maximise growth and analyse cashflow.

 Demonstrated high level communication, interpersonal and negotiation skills, building effective relationships.

 Accountable for brand and product management, designing new products and facilitating production.

 Worked in close collaboration with farmers in the Margaret River region with an objective to develop a chili production and supply network in order to expand and supply a range of gourmet chilli products.

Jul 2017 - Dec 2022 CURB YOUR HUNGER | THE BIG RED 1954 CHEVY

Perth, Western Australia

Sous Chef & Business Development Manager

RESPONSIBILITIES:

 Provided strong leadership and direction, managing and directing a team of casual staff

 Actively contributed as a qualified Sous Chef, responsible for OH&S, cooking, food preparation.

 Undertook business networking to acquire new clients, develop new business and drive sales.

 Worked on sales, product development as well as all aspects of menu costings and design.

 Oversaw food preparation and organised small to large events and functions.

 Managed inventory and stock control based on requirements.

Pre 2017

RESPONSIBILITIES:

AUSTRALIAN DEFENCE FORCE - ARMY

TRW Holsworthy | Sydney NSW

Private, Infantry Corps

 Worked as an Infantry Soldier as part of a cohesive unit, gathered intelligence through patrolling and surveillance, participated in extensive initial and ongoing training, based at TRW Holsworthy.

DEFENCE FORCE TRAINING

2011 - 2012 Holsworthy, NSW - TRW 2011/2012 | Operation Talisman Sabre - Joint U.S. Military Exercise

2010 Kapooka - Basic Training | Weapons Qualifications - LF1 - LF6

2010 School of Infantry - Initial Employment Training

PERSONAL DETAILS

NATIONALITY: Australian Citizen

LANGUAGES: Fluent English & Intermediate French

VACCINATIONS: COVID-19 Vaccinated

CLEARANCES: National Police Clearance/Security Vetting

HEALTH: Excellent, physically fit, non-smoker

LICENCES: Current Driver’s Licence

INTERESTS: Classical piano 8 years formal training, guitar, classical, blues, flamenco and folk, chess current chess.com rating of 1650, hunting, camping and reading

PROFESSIONAL REFEREEES

Amanda Ratley

DRCA PI Team Leader

Department of Veteran’s Affairs

 0498 268 789

 Amanda.Ratley@dva.gov.au

Shannon Nedselsky

DRCA PI Senior Delegate

Department of Veteran’s Affairs

 (08) 9366 8505

 Shannon.Nedselsky@dva.gov.au

Daniel Robinson

Business Owner

Curb Your Hunger

 0409 101 916

 Curbyourhungerfoodtruck@gmail.com

SELECTION CRITERIA

Registered Nurse Level 2 - Chronic Care Nurse | Canberra Health Services

• Proven ability to provide high level nursing assessments, interventions, education and support to clients, based on chronic disease self-management principles within a chronic disease context, using best practice across a range of chronic conditions.

I have gained a wealth of experience as both a Credentialled Nurse Diabetes Educator and Chronic Care Nurse, consistently upholding best practice across a range of chronic conditions including diabetes, obesity, chronic kidney disease and cancer amongst others Over the past four years, I have been working as a Diabetes Educator and educating patients on lifestyle interventions to better manage their chronic condition. I facilitate understanding of their condition, the risks and benefits of lifestyle choices and treatment options and support them to make informed choices. In my capacity as a primary health educator, I promote optimal health and wellbeing for individuals, communities and populations at risk of, or affected by, chronic conditions using a range of specialised knowledge and skills. I understand the importance of providing person-centred care and instilling a self-management approach which emphasises the client’s central role in managing their health. Moreover, I integrate self-management education with clinical care as part of a therapeutic intervention to promote physical, social and psychological wellbeing and implement plans based on evidence-based principles of teaching-learning theory and behaviour change theory. I readily formulate education plans including collaboratively identified behavioural goals based on a core body of knowledge in diabetes management, self-care behaviours and agreed clinical targets.

In my previous employment with ACT Health Diabetes Service and current employment with Chronic Care Team, I have performed a range of duties and responsibilities focused on ensuring the delivery of quality health and adjustment services to patients with a history of complex and chronic conditions. I provide comprehensive self-management education to support clients in order to identify appropriate goals and develop effective self-care behaviours across all key areas of self-management. In addition, I monitor their progress towards desired goals and track the outcomes of all interventions. Furthermore, I use my nursing skills to support the multidisciplinary team which includes assisting the Exercise Physiologist in gym sessions and supporting the medical team in the medical clinic. Additionally, a key aspect of my role is to liaise with Dietitians and assist them in the Very Low Energy Diet clinic. In this clinic, I support the medical team by performing initial nursing assessments which include weight, height, Body Mass Index (BMI), blood pressure and other vital signs. I also undertake initial assessments including their social history, existing medical conditions, identifying the risk of developing diabetes and cardiovascular disease. Moreover I assess barriers that can become a hindrance to improve patient’s health and assess any obesity-associated problems including skin issues, incontinence status and their sleep pattern. Initial assessments also provide an in-depth understanding of the patient’s overall health and guide in preparing relevant interventions tailored to their individual needs.

I have demonstrated a high level of proficiency in providing nursing support and education to improve self-management skills for clients living with chronic disease. While working at the Obesity Management Clinic as a Chronic Care Nurse, I was asked to care-coordinate a 42-year-old man with the Body Mass Index of 54. After undertaking an initial assessment, I identified some behavioural concerns including imbalance nutritional intake, undesirable food choices, food and nutrition knowledge deficiency related to poor health literacy, inactive lifestyle and overweight I then undertook a physical assessment of blood pressure, weight, height and BMI as a key assessment and I identified undiagnosed hypertension A recent pathology test identified hyperlipidaemia, elevated fasting blood glucose and HbA1c. I also measured his waist circumference, as these factors substantially affect the risk of obesity complications. A waist circumference over 35 inches in women and 40 inches in men is associated with increased abdominal visceral fat and has been implicated in the development of type 2 diabetes, hypertension, cardiovascular disease, and non-alcoholic fatty liver disease. I also evaluated patients' joints and muscles for function and mobility, noting both previous injuries and potential for injury. The patient also requested to complete a Depression, Anxiety and Stress scale to identify any psychological barriers to improve his health. I used a systematic approach to assess his mental, physical, functional and cognitive status to perform his clinical care planning. With advanced training and experience in chronic health, I possess a comprehensive nursing services background that includes expansive clinical and behaviour modification skills and knowledge

Dedicated to serving as a wellness advocate for people with a range of chronic conditions, I offer compassion, empathy and in-depth expertise to effectively guide and support people of various age groups, circumstances and needs. Moreover, I design interventions by adopting a client centred approach to the provision of self-management education to help patients understand their personal health risks, explore the meaning and implications of these risks in the context of their personal, social and cultural world and in terms of their current behaviour and to activate them to determine a comprehensive self-management plan that will maximise their health outcomes. In the above case regarding the 42-year old man, basic education was provided on diet modification and a referral was organised to obesity management dietitian for further input. The patient was also requested to write a seven-day food diary to collate extra information for the dietitian I educated the patient on the importance of activity and encouraged to commence short walks and referred him to the Exercise Physiologist to further enhance his activity level. Poor blood glucose levels also identified a contributing factor to his limited energy level, hence I referred the patient to a Community Diabetes Educator to discuss his diabetes control. I also suggested to monitor and record his blood glucose level to gather some data for diabetes educator The patient’s Obesity Management plan was discussed during a multidisciplinary team meeting to update allied health professionals and the medical team and a copy of the obesity management plan was forwarded to the patient’s general practitioner who also requested to review his antihypertensive and lipids medications.

As a Care Coordinator, I identify needs and refer patients to other specialist nursing, medical or allied health professionals as required. In this instance, I undertook monthly phone contact to support the client and discuss his progress. Evaluation is vital to assess the person’s attainment of self-management goals and progress towards clinical targets. In this case, evaluating obesity management plan six months later showed some remarkable change in patient’s behaviour as the patient lost ten kilograms in six months, consumed a balanced diet and incorporated 30 minutes of a daily walk into his life which was a positive change. Moreover, blood pressure and blood glucose levels were within the target range. The patient was also initiated on a small dose of antihypertensive medication and recent pathology also proved some significant improvements in HbA1, lipids and kidney function. I documented all the information clearly and concisely in the progress notes and a letter of progress was also sent to the patient’s general practitioner.

Whilst working in the ACT Health diabetes team, I assisted patients living with many different chronic diseases including cancer and chronic kidney disease. On one occasion, I received a referral from the oncology team to assess a 62-year-old woman with hyperglycaemia, who was newly diagnosed with bowel cancer and undergoing chemotherapy. Hyperglycaemia is a common challenge during cancer treatment mostly due to steroids and special considerations are often necessary regarding standard lifestyle recommendations, an optimal choice of antidiabetic drug and goals of therapy. My focus for patients with active cancer is to manage hyperglycaemia to avoid acute and subacute outcomes, such as dehydration from polyuria, infection, catabolic weight loss, hyperosmolar nonketotic states (HNK) and diabetic ketoacidosis After conducting an initial nursing assessment, I identified elevated blood glucose levels due to steroid treatment, inadequate nutritional intake due to nausea, fatigue due to elevated blood glucose levels and limited activity due to frequent hospital admission. Initial education improved the patient’s understanding of steroid-induced diabetes, however, it was difficult to initiate metformin as it is contraindicated in the patient with limited renal function. I undertook negotiations with the oncology team to initiate basal insulin based on recent evidence The patient was initiated on 20 units of Levemir insulin to control her blood glucose levels. Education was provided on hypoglycaemia, self-administrate insulin techniques, site rotation and safe disposal of the sharp needle. An inpatient dietician was involved to improve nutritional intake during hospitalisation and physiotherapist assistance was requested to work on her activity level. I suggested that the patient consider some anti-nausea medication before each meal to minimise nausea. Upon evaluating a management plan a few days later, it was confirmed some improvement in her health was achieved as the patient was feeling more energetic, minimal nausea and had blood glucose levels within the target range. Additionally telephone support was provided upon discharge to titrate insulin dose while coming off the steroids medication. Throughout the process, I documented everything clearly and concisely in the progress notes, and a letter of progress was sent to her regular oncologist.

• Proven ability to work effectively in a multi-disciplinary team, establish priorities, exercise initiate and deliver outputs within agreed timeframes.

Since commencing my career in 2004, I have consistently contributed as an active, helpful and supportive team member, playing an instrumental role in productive teams working in a fast-paced environment Moreover, I have superseded previous performance levels with a track history of cultivating relationships and removing obstacles to build trust and generate and enhance productivity through improved workplace communication and team relationships across various departments. I have worked without direct supervision, organising my day and work tasks independently, working overtime, remaining dedicated, flexible and adaptable in the healthcare industry spanning 15 years. I am mindful of my role and the roles of others to ensure successful outcomes with a problem-solving approach to tasks and have helped formulate action plans with a genuine interest in the interchange of ideas.

In my current role as a Chronic Care Nurse at the Obesity Management Clinic, I work autonomously yet as part of a multi-disciplinary team to deliver evidence-based outcome to our clients. I work cohesively with others to achieve our client’s ultimate objectives, readily collaboratively with Sleep Physicians, Exercise Physiologists, Dietitians, Psychologists and Nurses, aimed to prevent and manage chronic disease and its complications by involving different health professionals. Additionally, I readily discuss a range of issues with medical teams. For example, I was tasked to deal with an issue surrounding a patient experiencing weight gain after his bariatric surgery. A poor dietetics knowledge and a lack of psychological support were identified as major contributing factors to his elevated blood glucose levels and weight gain. I discussed the situation with the multidisciplinary team and the patient was referred to an Obesity Management Dietician and Psychologist to target his nutritional skills and psychological health. The team approach achieved significant improvements in his health and reduced his weight by 8 kilograms. It also enhanced his nutritional knowledge and improved his overall glycaemic control.

In my capacity as a Chronic Care Nurse, I also discuss issues with medical teams to achieve the best possible care and outcomes for patients. For example, on one occasion I dealt with an issue surrounding a client who was experiencing severe hypoglycaemia, stress incontinence and recently developed a diabetes foot ulcer. Poor carbohydrate counting skills were identified as a major contributing factor to his hypoglycaemic events. The endocrine team was consulted to adjust his insulin dosage and the patient was referred to a Diabetes Dietician to improve his carbohydrate counting skills Moreover, the client was even educated on hypoglycaemia unawareness and encouraged for extra blood glucose monitoring to avoid hypoglycaemic events. An urgent appointment was organised at high-risk podiatrist clinic at The Canberra Hospital. The patient was also referred to the incontinence physiotherapist via community health intake. The multidisciplinary team approach made significant improvements in his health and reduced the number of hypoglycaemic events by 70%. Furthermore, it enhanced his carbohydrate counting skills and overall glycaemic control. A high-risk Podiatrist involvement assisted the patient in improving his foot ulcer and incontinence physiotherapist helped patient minimising incontinence related issues. Further to this, I intelligibly and concisely documented this information in e-progress notes for the benefit of other staff. By using clear oral and written communication, I ensured a strong relationship with both the client and other team members was maintained and provided efficient and effective customer service.

Throughout my nursing career to date, I have always worked in fast-paced environments with regular deadlines and time schedules. Well organised and efficient, I consistently maintain a highly flexible approach with the ability to work on multiple tasks simultaneously, handle interruptions, competing deadlines and changing work priorities. I enjoy the excitement of a fast-paced workplace, but it does require managing time and prioritising tasks effectively in order to complete all tasks. I use various tools to organise and prioritise my work, primarily the Outlook diary, Outlook reminders and the Outlook to-do list. Every morning when I arrive at work, I spend 15-30 minutes planning the day and prioritising tasks. I identify tasks that must be done that day and what could conceivably be pushed back if necessary. Throughout the day I track all tasks I have completed and what is yet to be completed, re-prioritising where necessary. I make concerted effort to limit distractions such as emails, only checking my email once every 30 minutes rather than continuously, and I group similar tasks together in order to achieve efficiency enhancements. While I strive to optimise my self-sufficiency, in extreme circumstances I will ask for assistance from others in my team to meet the deadline. Conversely, I try to leave a little bit of ‘wiggle room’ in my schedule so that I can make myself available to help others out. I believe it is important to challenge procedures and ways of working regularly to determine if there is a more efficient way of performing tasks, maximising organisation and productivity

Although I am faced with a daily challenge of prioritising and meeting deadlines however, I consistently overcome this challenge and complete all tasks on time. Whilst working in paediatric diabetes, I was assigned a project to reduce waiting time for patients requiring a continuous glucose monitor (CGM). Patients were waiting up to three months to get their device connected, hence I used my initiative to design and organise group sessions for patients required CGM. I initiated approximately 160-200 patients on CGM in group settings and reduced waiting time from three months to one week well before the deadline Telemonitoring support was also provided to clients struggling with new technology to manage their chronic disease. The high -level prioritising, written and verbal communication and interpersonal skills I developed through my tertiary studies and earlier career enabled this process to run smoothly and mitigate any potential adverse effects to the Department.

I was recently selected to oversee a group education program for the obesity management service. Embracing these new responsibilities, I supported large-scale planning of new and innovative programs whilst also generating a detailed analysis of program utility and effectiveness. Additionally, I collaborated with the multidisciplinary team and initiated an extra group session to accommodate more patients which reduced waiting time and utilised resources effectively. I received positive feedback from management for my proactive, initiative and prioritising skills.

• Knowledge and ability to use management systems for clinical governance, including the ability to identify gaps in clinical and/or service delivery and evidence of initiating/participating in quality initiatives.

I am adept in utilising management systems for clinical governance which is not only about compliance, it is about high performing health services and teams that achieve the best outcomes for patients. I am committed to upholding the key principles that support the clinical governance framework which are accountability; partnering with consumers; effective planning and resource allocation; strong clinical engagement and leadership; empowered staff and consumers; robust data and sharing of clinical information; transparency and openness; and continuous improvement.

I am aware that it is mandatory for all Australian hospitals and day procedure services to be assessed through an independent accreditation process to determine whether they have implemented required standards. Moreover the Clinical Governance Framework does not specify how a health service organisation should develop or implement its clinical governance systems, rather, it outlines the components of a clinical governance framework to enable health service organisations to develop and implement their own governance systems, considering local needs, values and the context in which services are provided. I understand that ACT Health is establishing a multi-faceted redesign strategy to support staff in redesigning clinical services for improved equity, effectiveness and efficiency.

As a qualified and experienced nursing professional, I understand that clinical governance was established to ensure that the community and health service organisations can be confident that appropriate systems are in place to deliver safe and high-quality health care and continuously improve services. The Clinical Governance Framework is based on the National Safety and Quality Health Service (NSQHS) Standards, in particular, the Clinical Governance Standard and the Partnering with Consumers Standard. In order to maximise the health and wellbeing of our community, Canberra Health Services has a system through which the organisation is accountable for continually improving the quality of services and safeguarding high standards of care. These standards ensure consistent quality principles and have a strong emphasis on client centred approaches and encourage participation and involvement of decision making by consumers.

My expertise in delivering patient centre care can be demonstrated when I engaged stakeholders (consumers) in designing an information sheet on “How to use an insulin pen.” I understood the significance of consumer feedback and supporting them to become more involved in their health and healthcare. I always play an emphasis on consumer involvement and consumer feedback. Recently a patient was not pleased with the Canberra Health Services system as he waited twelve months to seek any assistance from the Obesity Management Team. During discussions, I encouraged him to submit a consumer feedback form to provide his valuable feedback as; the ACT Health Consumer Feedback Management Policy recognises the importance of seeking and collecting feedback from our consumers and supporting them to become more involved in their health and healthcare.

Maintaining a high level of patient safety is always my priority and I believe active communication about patient safety issues with multi-disciplinary team members minimises mortality and morbidity. Recently, I reviewed a patient with elevated blood glucose levels and a random test identified Blood glucose level of 20mmol/L. Determined to help the patient, I communicated my concerns with the endocrine team and the patient was admitted to the Canberra Hospital.

The patient had undiagnosed type 1 diabetes which could lead to a fatal outcome if left unattended in the community. Positive outcomes were achieved for the patient as well as the healthcare team as the patient received all the education and treatment while in the hospital and was discharged home safety.

Continuous quality improvement is the complete process of identifying, describing, and analysing strengths and problems and then testing, implementing, learning from and devising solutions. It relies on culture within the organisation that is proactive and supports continuous learning and also on the participation of staff at all levels within the organisation. Continuous quality improvement is firmly grounded in the overall mission, vision and values of my current employer, Canberra Health Services. I am an active stakeholder in the process of continuous improvement and take ownership of these processes by not only participating in continuous process improvement but also initiating and contributing to these processes. I personally believe that every staff member should own the product of the enterprise for whom they work.

While working with ACT Health Diabetes service team, I coordinated a Quality Improvement and Research Project to identify the impact of Continuous Glucose Monitor on diabetes management. I undertook an extensive literature review of the topic, which involved reading and synthesising the outcomes from forty conference and journal papers on the topic. I took notes on each of the papers that I read, extracting the key results which were relevant to my research. We initiated approximately 200 children with diabetes on continuous glucose monitor and later identified its impact on hypoglycaemia, Hba1c, stress, confidence and overall glycaemic control. The study results showed 58% children experienced reductions in frequency hypoglycaemic, 65% children and their families showed increased confidence level in self-managing diabetes and 73% indicated a reduction in diabetes distress since starting their CGM. All the relevant stakeholders (Endocrinologist, Diabetes Educator, Dietitian, Social worker, carer, Consumers, quality improvement team) were engaged when designing this quality improvement and research project.

A culture of continuous measurement enables us to assure patients, families, carers, the general public, the government and regulatory bodies that we provide high-quality care that includes good experience for every patient, every time, from a professional workforce that is engaged and supported by the organisation. Consumer feedback was incorporated when designing continuous glucose monitoring survey. This project followed clinical governance and National Safety & Quality Health Service Standards by maintaining patient as the centre of the project and improved patient safety by reducing the risk of hypoglycaemia and stress. I also submitted the abstract for my research which was accepted at the diabetes conference and recently had the opportunity to present my research at the conference and received many positive comments.

In my capacity as a Diabetes Educator in private practice, I identified a knowledge gap amongst general practitioners in diagnosing women with gestational diabetes. Most General practitioners (GP) in the clinic were unaware of new diagnostic criteria set by Australian Diabetes in Pregnancy Society (ADIPS). To optimise outcomes, I liaised with all relevant stakeholders including GP, Practice Manager, Nurses and Dietitian to discuss the evidence-based research and updated guidelines and all stakeholders agreed to use updated guidelines. An education session was organised and delivered to introduce new guidelines. Updated guidelines are being currently used, which have improved consistency and health outcomes for women with Gestational Diabetes.

My quest for continuous improvement can be evidenced whilst initiating in-services to hospital ward nurses on National Insulin Subcutaneous Order and Blood Glucose Record chart designed by the endocrine team. These in-services have enhanced practice and knowledge for nursing and allied health staff with the desired outcome as better care for patients. Furthermore, change in practice based on recent research and findings have increased safety and improve patient outcomes.

During my post-graduation studies, I completed a Unit “Teaching and Learning” which enhanced my expertise and knowledge to develop evidence-based health education and health promotion programs. I used this knowledge to establish group sessions for clients requiring continuous glucose monitoring (CGM) and constituted a power point presentation and contextualised existing learning materials to develop written information resource for clients. I acquired skills to develop policy and guidelines from studying a unit called “Evidence-based practice” and still using these skills in my current role, where I participate to review policies, guidelines and provide education and education resources for internal and external resources. In addition, I had an opportunity to update the adult diabetes inpatient clinical pathway to ensure that the document reflected current and best practice. Updated clinical pathways are now currently being used by diabetes educators working in inpatients. I also had another opportunity to design clinical pathways for a patient with type 2 diabetes at Queanbeyan GP super clinic. New clinical pathways improved consistency and promoted holistic care for clients.

Moreover, I actively attend and participate in monthly supervision meetings, enabling my peers and me with the opportunity to reflect on work practices, gain feedback on how to handle challenging situations and provide support for one another. One of the positive outcomes of these meetings is the opportunity to reflect and discuss how to deliver improved quality outcomes for consumers.

• Demonstrated high level interpersonal communication, negotiation and conflict resolution skills. Proven ability to establish and maintain professional relationships with clients, internal and external service providers.

Presenting information with a high level of proficiency both orally and in writing, I am adept in communicating and translating complex information coherently and concisely for a range of audiences. Communicating constantly and meaningfully with staff, clients and healthcare professionals, I represent the work area professionally and with diplomacy whilst articulating views or requirements. My high level oral and written communication skills can be demonstrated throughout my employment history, where I have communicated with internal stakeholders such as community nursing teams, medical teams, allied health professionals and external

stakeholders including General Practitioners, Psychologists, Diabetes Educators and Endocrinologists. As a Community Diabetes Educator, I have been requested developed a strategy to improve screening for patients with Diabetes. This strategy involved making telephone contacts with patients, writing newsletters, information sheets, and advertising posters. This initiative contributed to a 30% increase in Diabetes screening over a 12 month period.

Throughout my nursing career to date, I have readily been involved in liaising, consulting, conferring and advising community service users and providers at Canberra Health Services on a daily basis including nursing, medical allied health, community care, government departments together with patients and their families. Working in community health requires me to liaise with various clients from a diverse background, either by face-to-face, over the phone or via email. I have developed strong interpersonal and communication skills by interacting with these clients, colleagues and interdisciplinary teams

I possess excellent communication skills with the ability to listen attentively, speak clearly, write concisely and compile well-researched and factual information in a structured and direct manner. I am able to adapt information appropriate to my audience and translate information for others using appropriate language, pitched at the correct technical level and delivered in the most appropriate medium for maximum results. I am adept at reading my audience and altering my communication style and message accordingly, listening to the words and interpreting the body language of others to gauge their level of understanding and acceptance of my points. I have been asked to coordinate group session at Obesity Management services, where I communicate with admin, medical and allied health professionals to negotiate timings for the group sessions.

I received the opportunity to design, develop and deliver education programs to 160 clients and families with Type 1 Diabetes at ACT Health Paediatric diabetes services. The high -level communication and interpersonal skills I developed through my tertiary studies and earlier career enabled this process to run smoothly and mitigate any potential adverse effects. Furthermore, I have presented professional development in services to ward nurses on “Diabetes Management During Hospitalisation” which improved diabetes management skills in peri-operative nurses. Additionally, I delivered education sessions to clients approximately twice every week. On each occasion, I was faced with a different audience from different backgrounds. Therefore to maximise outcomes, I tailored my presentation content and delivery message accordingly in order to communicate in the most productive manner. Positive feedback was consistently received.

I have proactively developed and delivered training sessions and have utilised my communication skills in the preparation and delivery of these sessions. On a regular basis, I deliver two hours of training sessions to clients in Obesity Management Services. I also deliver training sessions at a Diabetes Course offered in Canberra Health Services for staff working in many different areas. In paediatric diabetes, I have been responsible for writing the presentation and adapting it according to knowledge gaps within the audience, thereby equipping them with the tools they need to manage diabetes effectively. I believe these training sessions are an excellent medium for communicating updated information amongst clients and employees but ultimately maintains a solid client focus and meets their needs.

I have completed a Diploma in Community Services and in my spare time, I use this qualification by volunteering as a secretary for a non-profit organisation, which hones my high-level communication and interpersonal skills. In this role, I write meeting minutes, newsletters, manage the email database, send correspondence to the wider community for upcoming events and negotiate with government bodies for funding. I have prepared reports, business proposals and have been invited to speak at a number of industry events. Last month I was a keynote speaker at the Australian Diabetes Educator Association conference, where I presented my recent research to over 130 delegates and received much positive feedback.

My experience at ACT Health Diabetes has enabled me to grow in the area of conflict resolution and I am successful at managing the resolution process and effectively maintaining communication between all parties. I have completed courses in conflict resolution and employee engagement which has enabled me to be effective in mediating disputes, improving teamwork and using tact in interactions. While working at ACT Health Diabetes service, I used tact to handle challenging or tense interpersonal situations in a diplomatic manner My experience in handling conflict situations can be demonstrated when an educator went on annual leave without cancelling an ACTPAS appointment. A patient attended his appointment, however, was disappointed to know that the staff member was unavailable, as the patient had organised a medical leave to attend his appointment. I requested another Diabetes Educator who had availability due to the cancellation of an appointment to assist this patient. A general discussion was held during the business meeting and a generic email was circulated to all staff members as a reminder to clear their diary and ACTPAS booking before going on leave to minimise conflict and workload on other workers. Further to this, I intelligibly and concisely documented information in progress notes for the benefit of other staff and to maintain future records. Using clear communication, in oral and written forms, I ensured sound relationships with our clients was maintained and provided efficient and effective customer service.

• Demonstrates a commitment to work, health and safety (WH&S) and the positive patient experience and displays behaviour consistent with CHS’s values of Care, Excellence, Collaboration and Integrity.

I recognise the prime importance of a safe and healthy work environment and actively contribute to optimising workplace safety. I take reasonable care for my health and safety in the workplace and take care of the health and safety of others Throughout my progression as a Registered Nurse, I have displayed a commitment to Work, Health and Safety (WH&S), closely and consistently adhering to the Work Health and Safety Act 2011, Work Health and Safety Regulations 2011, National Safety and Quality Health Standards and Standard Operating Procedures which are reflected in my work as a Registered Nurse at ACT Health and Canberra Health Services.

Moreover I work within my scope of practice, which meets the Australian Health Practitioner Regulation Agency (AHPRA) standards for registered nurses. I am fully committed to delivering positive outcomes for consumers who access the service which reflect the ACT Government Canberra Health Services Values. Additionally I also consistently display the ACT Government Canberra Health Services Values and believe that my professional values are aligned with these values Moreover, I adhere to the Occupational Health and Safety Act which sets the minimum requirements for specific hazards, work and administrative practices in relation to workplace safety and health. Furthermore, I am currently studying Certificate IV in Work Health and Safety at the Canberra Institute of Technology to expand my WH&S knowledge.

I am dedicated to upholding a positive patient experience and display behaviour consistent with CHS’s values of Care, Excellence, Collaboration and Integrity in order to assure patients, families, carers, the general public, the government and regulatory bodies that we provide high-quality care that includes good experience for every patient, every time, from a professional workforce that is engaged and supported by the organisation. I understand that quality care cannot be assured unless there is a system of robust corporate and clinical governance to enable oversight of the complex health system our patients, carers and consumers find themselves in ACT.

I understand that there are general requirements that must be met in the daily work to protect the health, safety and welfare of employees which are set out in the Work Health and Safety Act 2011 and Work Health and Safety Regulation 2011. My current workplace has a well-defined OH&S policy framework and each employee is responsible for the safety and well-being of themselves and their colleagues. During the course of my duties, I ensure that I take care of the health and safety of others by reporting any health and safety incidents that I witness or notify the Occupational Health and Safety Officer of any hazards that I might observe. I have attended regular training sessions in safe work practices including manual handling, correct workstation setup, risk and hazard identification and reporting of accidents or incidents. In one occasion I identified that most of the sharp containers at the diabetes centre were full which was not compliant with a safe working environment and increase the risk of needlestick injury. After discussing with my supervisor, I contacted our cleaner and requested an urgent replacement of all sharp bins. As a result, the sharps containers were replaced to ensure optimum health and safety for staff.

I am always on the lookout for unsafe work practices such as obstructions to walkways, spills on surfaces that might become slippery, and bulky items being lifted in a manner that is likely to cause injury or harm. I have acted as falls Prevention Champion while working in the geriatric ward and have promoted appropriate walking aids to avoid falls. It is imperative to maintain a safe environment, primarily when working in obesity management clinic, hence I always ensure that no one brings any hot drinks in the room while running a group session for paediatric patients. I am currently coordinating education group sessions for the obesity management team and I maintain OH&S during these sessions by utilising a bariatric chair and promoting five moments of hand hygiene.

Self-motivated with a high level of initiative and resilience, I am committed to upholding and meeting the Canberra Health Services Values of Care, Collaboration, Excellence and integrity. I remain accountable for my actions and consistently provide a professional service, apply ethical work practices and demonstrate integrity in all aspects of my work. As a nurse, I have provided a high level of care, remaining attentive to consumers’ needs and responsive to their particular circumstances. I possess outstanding interpersonal skills and an empathetic personality that enables me to build a strong rapport with consumers and families from a diverse range of cultu ral backgrounds. My professional nature and calm demeanour enable me to provide a safe and supportive environment during stressful situations and I am focused on providing an outstanding level of care and have successfully delivered such care in a range of patient care contexts, specialising in Diabetes and Obesity Management Service. I recently travelled some extra distance to organise funding for a patient’s medical needs as one of my patients at the Obesity Management Service was struggling with her finances. I convinced a charity organisation to pay funds for the patient’s medication which greatly improved her health and avoided minimised any fatal consequences

Committed to excellence with a strong work ethic, I take great pride in delivering exceptional nursing outcomes for the consumers in obesity and diabetes health issues and set a high standard for my work. I focus on continuing to develop my clinical skills in order to maximise my capabilities and remain up to date with the latest nursing practices and techniques. In my previous roles, I have collaborated with others to develop and implement diabetes management plan in peri-operative patients and I have made positive contributions and in such contexts, understand the different perspectives which can be provided by other healthcare professionals. I recently attended a Diabetes Conference and also had the opportunity to share my CGM research with delegates.

Modelling the highest levels of professionalism, independence, integrity, honesty accountability and ethical behaviour, I promote and uphold relevant professional codes of ethics and practice, aligning business processes accordingly. Furthermore, I provide a high level of honest and impartial advice to clients and stakeholders, leading by example in ethical behaviour. Throughout the progression of working as a primary healthcare Nurse, I have always treated everyone with dignity and respect. I am honest in all professional interactions and ensure that I always do what I say I am going to do. I respond positively to feedback and reflect on my performance so that I can continually improve my clinical skills.

I understand the need for patient privacy and treat all information with confidentiality and discretion. I have a demonstrated track record of confidentiality and discretion with a practical understanding of legislation and statutory guidelines such as the Privacy Act and Code of Conduct. I always maintain paperwork, departmental records and correspondence consistent with departmental protocols with an understanding of access obligations and restrictions in relation to systems, electronic records in line with staff access levels and appropriate delegations. I understand that the Privacy Act 1988 dictates that a record-keeper with possession or control of a record that contains personal information shall ensure that the record is protected, by security safeguards as it is reasonable in the circumstances to take, against loss, against unauthorised access, use, modification or disclosure and against other misuses

STATEMENT

Library Service Officer | Libraries ACT | City and Environment Directorate

I am a dedicated and community-minded administrative professional with a Bachelor of Commerce and diverse experience across education, finance, retail, and community service environments. Demonstrating exceptional results in customer engagement, operational coordination, and stakeholder communication, I am eager to contribute my skills and commitment to service excellence as a Library Service Officer with Libraries ACT. My professional background reflects a consistent alignment with the ACT Public Service values of respect, integrity, collaboration, and innovation, and I am deeply motivated by the opportunity to support the Territory’s vision for accessible, inclusive, and connected community services.

Across my career, I have developed a strong record in delivering efficient, client-centred outcomes, guided by professionalism, empathy, and precision. My approach is grounded in inclusivity, continuous learning, and ethical conduct values that align with Libraries ACT’s mission of Literacy and Learning for Life. I have built a reputation for reliability, accountability, and initiative across both public-facing and administrative settings. My experience spans customer service excellence, operational administration, team collaboration, and compliance within structured frameworks, all of which are directly transferrable to the Library Service Officer role.

Demonstrated experience in delivering high-quality customer service and effective resolution of queries and complaints: Delivering high-quality customer service has been a defining feature of my professional career. At Chemist Warehouse, one of Australia’s largest pharmacy networks, I was entrusted with managing high volumes of customer interactions, often involving individuals seeking assistance with health-related products or prescription queries. Each interaction required patience, active listening, and a solution-focused approach. I consistently went beyond transactional service by providing tailored advice within my scope of responsibility, ensuring customers left informed and confident. I was commended for my ability to remain calm under pressure and to de-escalate challenging situations with empathy, diplomacy, and professionalism.

A key example of my service capability involved assisting an elderly customer struggling to understand prescription instructions and payment procedures. I took time to carefully explain the process, confirmed details with the pharmacist, and ensured the customer’s privacy was protected. This not only resolved the immediate issue but also strengthened the customer’s trust in our service. My actions reflected the importance of accessibility, compassion, and dignity in service delivery, principles central to Libraries ACT’s commitment to community inclusion.

Earlier in my career at HDFC Bank, I supported a portfolio of over 250 corporate and personal clients, where effective resolution of complex queries was essential. I handled financial discrepancies, clarified procedural misunderstandings, and consistently ensured compliance with national regulations such as Know Your Customer and Anti-Money-Laundering legislation. These interactions required diplomacy, confidentiality, and precision, particularly when addressing sensitive financial concerns. I maintained detailed records of each client engagement, ensuring transparent follow-up and closure.

Demonstrated ability to be flexible and manage competing priorities, including monitoring workflows and supervising a small team: Flexibility and the capacity to manage competing priorities have been integral to my success across all professional roles. At Sunny Homes ACT Pty Ltd, I coordinated financial administration, supplier correspondence, and customer service concurrently, frequently managing time-critical demands from multiple stakeholders. I introduced structured tracking systems for invoices and supplier payments within Xero, reducing delays by 30 per cent and improving transparency across workflows. These initiatives required constant reprioritisation and an ability to adapt quickly to changing project needs.

In retail and banking environments, I have also demonstrated the ability to balance multiple operational priorities. At Chemist Warehouse, I frequently alternated between front-of-house service, inventory control, and compliance documentation, ensuring each task was completed without compromising service quality. During peak trading periods, I took initiative to support team coordination, monitoring queue management, assisting colleagues in high-traffic areas, and ensuring the store maintained its operational rhythm. In previous roles, I have also provided informal leadership and mentorship to junior staff. At Indian Ladies Clothing, I trained new team members in sales procedures, stock handling, and customer engagement, ensuring consistency with company policies. I found that leading by example, maintaining composure, demonstrating integrity, and communicating clearly helped foster team cohesion and confidence.

High-level communication skills with experience in building and maintaining relationships, contributing effectively to meetings, and sharing information appropriately: My communication skills, both written and verbal, are among my strongest assets. Across all professional environments, I have developed a communication style characterised by clarity, empathy, and professionalism. At Sunny Homes ACT, I managed ongoing correspondence with suppliers and clients to clarify account discrepancies, confirm orders, and ensure prompt issue resolution. These communications required tact, precision, and an understanding of contractual and financial processes. By maintaining transparent and respectful dialogue, I strengthened relationships and improved organisational efficiency.

At HDFC Bank, relationship management was central to my role. I developed trusted connections with clients across a range of cultural and professional backgrounds, maintaining long-term engagement and ensuring adherence to regulatory protocols. This required adapting communication styles to suit individual circumstances, explaining complex banking procedures in accessible terms and ensuring customers felt understood and supported.

Equally, my experience in collaborative team settings has enhanced my interpersonal capability. At Chemist Warehouse, I worked closely with pharmacists, retail staff, and managers to coordinate daily operations. I contributed to regular team meetings where we discussed workflow issues, safety procedures, and customer service improvements. I approached these meetings constructively, offering observations and solutions that enhanced efficiency and staff cooperation.

I am adept at sharing information appropriately and understand the importance of confidentiality, especially when managing sensitive data. My ability to communicate effectively across multiple channels, whether face-to-face, written, or digital, ensures messages are conveyed accurately and respectfully. Within Libraries ACT, these skills will support clear interactions with community members, colleagues, and stakeholders, fostering a culture of inclusion, trust, and transparency.

Sound computer skills with experience in using the Microsoft Office suite and a willingness to learn and use internal library systems: I possess strong digital and technical proficiency gained across administrative, financial, and retail systems. At Sunny Homes ACT, I utilised Microsoft Word, Excel, and Outlook daily to prepare documentation, compile financial reports, and coordinate correspondence. I created detailed spreadsheets to track payments, monitor reconciliation cycles, and report on financial accuracy, ensuring alignment with internal audit requirements. My familiarity with formatting, version control, and document storage systems enables me to maintain well-organised and traceable records.

I am also proficient in Xero accounting software and have worked extensively with customer databases, point-of-sale systems, and inventory management tools. These systems required meticulous attention to data integrity, a skill that translates directly into the management of library cataloguing and membership systems. My ability to quickly learn new technologies has been consistently recognised by supervisors. For instance, when Chemist Warehouse transitioned to a new inventory platform, I took the initiative to familiarise myself with the system and assisted others in adapting to the change, ensuring minimal disruption to operations.

Demonstrated understanding and commitment to the TCCS Values Framework, workplace respect, equity and diversity framework, and workplace health and safety best practice. I am committed to the principles of equity, inclusion, and respect that underpin the TCCS and ACTPS frameworks. Throughout my career, I have worked in culturally diverse environments and understand the importance of creating safe and welcoming spaces for all individuals. At Chemist Warehouse, I served customers from varied linguistic and cultural backgrounds, ensuring my communication was respectful, accessible, and considerate. I often assisted individuals with disabilities or language barriers, adapting my approach to ensure understanding and dignity. This has strengthened my ability to provide equitable and inclusive service to people from all walks of life.

Workplace health and safety has also been a consistent focus. At Chemist Warehouse, I followed strict WHS protocols regarding medication handling, infection control, and equipment use. I reported potential hazards promptly and contributed to maintaining clean, orderly, and compliant workspaces. Similarly, at Sunny Homes ACT, I ensured all documentation and procurement activities adhered to organisational safety policies and supplier compliance requirements. My understanding of workplace respect extends to recognising and valuing diversity in all its forms. I actively foster collegial relationships based on mutual respect, empathy, and professionalism. In group settings, I encourage open communication and ensure all voices are acknowledged. I believe that equity and safety are foundational to both staff wellbeing and public trust, and I am committed to upholding these values in every aspect of library operations from customer interactions to team collaboration and community engagement.

Commitment to ACTPS values – Respect, Integrity, Collaboration, Innovation, and to workplace health, safety and wellbeing: The ACTPS values strongly resonate with my personal and professional principles. Respect guides every interaction I have with customers, colleagues, and community members alike. It informs my listening, my communication, and my responsiveness. I treat every individual with dignity, regardless of background or circumstance, recognising that inclusion and kindness underpin community trust.

• Integrity is central to my work ethic. I maintain transparency, confidentiality, and accountability in all my responsibilities, ensuring accuracy in documentation and honesty in communication. During my tenure at Sunny Homes ACT, integrity was particularly vital when handling financial data and supplier accounts. I ensured every transaction was documented, traceable, and compliant, reinforcing both internal governance and external accountability.

• Collaboration has been instrumental to my success across team-based environments. I thrive on contributing to shared goals, exchanging knowledge, and supporting colleagues. My ability to adapt communication styles, offer constructive feedback, and assist others fosters cohesion and trust within teams. In library operations, I would apply these collaborative principles to work cohesively with staff across branches, ensuring consistency and mutual support.

• Innovation is reflected in my proactive approach to process improvement. At Sunny Homes ACT, I identified inefficiencies in supplier payment tracking and designed a new reconciliation system that improved reporting accuracy and turnaround times. I bring a mindset that values curiosity, reflection, and the pursuit of better ways of working.

• Finally, I am deeply committed to workplace health, safety, and wellbeing. I maintain self-awareness, balance, and professionalism under pressure, using reflective practices to sustain focus and composure. I recognise that wellbeing is integral to high performance, and I strive to model calm, courteous professionalism that contributes positively to workplace culture.

My professional experience demonstrates a well-rounded capability to deliver outstanding customer service, support operational efficiency, and foster inclusion within community-focused environments. I bring a strong foundation in administrative precision, interpersonal communication, and ethical conduct, supported by a genuine commitment to learning and public service .As a Library Service Officer, I would contribute to Libraries ACT’s goal of empowering the Canberra community through access to literacy, learning, and connection. I am confident in my ability to represent the City and Environment Directorate with professionalism, empathy, and enthusiasm, while consistently upholding the ACTPS and TCCS values in every interaction. I would welcome the opportunity to bring my experience, adaptability, and passion for community engagement to your team and to contribute meaningfully to the continued excellence of Libraries ACT.

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