NOT-FOR-PROFIT EXAMPLES by 1300 RESUME

Melissa Du ncan

CAREER PROFILE

Demonstrating significant expertise as a compassionate and results-oriented professional, I possess extensive experience in disability services and workforce planning at the National Disability Insurance Agency (NDIA). As I pursue new challenges as an EL1 Assistant Director in the People Strategy and Workforce Planning Branch, I am fervently committed to harnessing improvement science methodologies to optimise both employee experiences and participant outcomes. My robust track record of achievement in leading and mentoring diverse teams, formulating and implementing strategic initiatives, and ensuring stringent compliance with relevant legislation and policy underpins my capacity to drive innovation and foster continuous improvement across the organisation. With strong competencies in stakeholder engagement, policy development and data-informed decision-making, I am well-positioned to effect transformative change within the NDIA. My unwavering commitment to cultivating a culturally diverse and inclusive workplace empowers individuals to realise their full potential while steadfastly supporting the NDIA's mission of enhancing the lives of Australians living with disabilities

KEY SKILLS & COMPETENCIES

 Strategic Leadership: Exemplary aptitude for steering multidisciplinary teams toward the attainment of organisational objectives while leveraging transformative leadership principles that cultivate a high-performance culture.

 Change Management: Proficient in orchestrating change initiatives by applying established change management frameworks, ensuring seamless transitions that minimise resistance while maximising stakeholder engagement.

 Data-Driven Decision-Making: Exceptional ability to harness qualitative and quantitative data analyses to inform policy formulation and strategic development, thereby facilitating the identification of enhancement opportunities.

 Innovative Problem Solving: Highly skilled in employing advanced creative problem-solving techniques to address complex challenges, adeptly facilitating the design and implementation of pioneering solutions that enhance efficiency.

 Stakeholder Engagement: Proficient in cultivating relationships with diverse stakeholders, including governmental entities and community organisations, ensuring that policy and strategy development reflect contemporary issues.

 Workforce Planning and Development: Extensive understanding of workforce dynamics, adept in formulating and executing strategic workforce plans that align with organisational aspirations, thereby enhancing talent acquisition.

 Communication and Presentation: Superior verbal and written communication capabilities, with a proven track record of articulating complex concepts clearly and persuasively to senior leadership and external stakeholders.

 Policy Analysis and Development: Expertise in scrutinising existing policies and frameworks, contributing to the formulation of policies that reflect organisational values while ensuring regulatory compliance and addressing needs of individuals.

 Cultural Competence: Strong commitment to cultivating an inclusive workplace milieu that values diversity, equity and cultural awareness, ensuring team members feel empowered, respected, and valued in their contributions.

 Project Management: Proficient in overseeing multiple projects, employing rigorous project management methodologies to ensure the timely delivery of initiatives while adhering to stringent budgetary constraints and quality standards.

AWARDS & RECOGNITION

2021

2009

2005 & 2006 Certificate of Appreciation

EMPLOYMENT HISTORY

Mar 2021 - Current NATIONAL DISABILITY INSURANCE AGENCY (NDIA)

Melbourne, Victoria

Planner/Senior Planner & Team Leader (Various Teams) RESPONSIBILITIES:

 Lead, coach and share expertise and technical knowledge with peers and the broader site team, providing supervision and leadership as a Team Leader to achieve outcomes for Scheme participants in line with operational requirements.

 Collaborate with participants to identify the current and future supports necessary to make significant progress toward a person’s goals and aspirations, ultimately enabling better outcomes while consistently providing quality customer service.

 Facilitate mainstream and community support referrals to connect participants with appropriate resources, ensuring they receive comprehensive assistance tailored to their individual needs.

 Handle complex and sensitive conversations to understand how disability profoundly impacts daily living, assess support needs and identify instances when the individual would benefit from early intervention and proactive support.

 Conduct detailed planning conversations and thorough risk assessments in strict accordance with legislation, including extensive research, analysis, and application of relevant legislation in conjunction with all evidence provided.

 Actively participate as an integral and engaged member of the NDIA’s internal quality assurance framework, contributing to the continuous improvement of services and supports.

 Work collaboratively with participants and their carers to identify viable options and strategies to effectively achieve their plan outcomes, ensuring alignment with their goals and aspirations.

 Identify and report potential instances of fraud and critical incidents, taking actions to safeguard the integrity of the NDIS.

 Liaise and work cooperatively with a wide range of stakeholders, including service providers, to ensure the successful implementation and ongoing monitoring of the participant’s plan.

 Conduct comprehensive planning conversations and risk assessments while making reasonable and necessary decisions in accordance with the NDIS Act 2013, ensuring compliance and best practices.

 Deliver training as a Victorian Facilitator, empowering stakeholders with the knowledge needed to navigate the NDIS.

 Undertake project work, including collaborating with internal stakeholders such as fraud and reviews teams, to support strategic initiatives and enhance operational efficiency.

ACHIEVEMENTS:

 Driving Business Improvement Strategies: Contributed to the development of business improvement strategies by actively identifying and implementing world-leading practices in the disability support sector. This ensured that services evolved in alignment with industry best practices and emerging trends, leading to continuous service enhancement.

 Change Management and Training Leadership: Following the July 2022 legislative changes, I designed and facilitated training sessions incorporating change management skills for leaders to communicate these updates effectively to their teams. Additionally, I provided one-on-one coaching to staff, utilising my in-depth knowledge and leadership skills to ensure smooth transitions.

 Collaborative Project with Scheme Integrity Team (SIRT): Successfully completed a project with SIRT to investigate allegations of participant exploitation in specific accommodations. Through comprehensive evidence collection and strategic analysis of participant records, I collaborated with stakeholders and service providers, leading to critical insights that improved participant welfare and compliance with legislative and policy frameworks. Identified critical trends and issues overlooked by SIRT during the project, which led to the development of new strategies to enhance participant welfare. My feedback resulted in policy adjustments and strengthened monitoring efforts. I also uncovered discrepancies in provider practices, escalated concerns to safeguard participant interests, and initiated compliance discussions, improving service provider accountability.

Jul 2018 - Feb 2021

RESPONSIBILITIES:

AWHINA SERVICES & AUTISM JOURNEYS

Melbourne, Victoria

Director/Business Owner

 Developed and facilitated targeted training programs focused on capability building, empowering staff and key stakeholders with essential skills and in-depth knowledge to enhance overall service delivery.

 Delivered exceptional customer service consistently, fostering strong and meaningful relationships with clients, families, and community partners to ensure their complete satisfaction and trust in the services provided.

 Oversaw crucial administrative functions, including detailed bookkeeping and comprehensive accounting, ensuring accurate financial management and compliance with all relevant regulations and legal requirements.

 Managed various human resources functions, including effective recruitment, ongoing staff development, and performance management, to cultivate a positive, inclusive, and productive work environment for all employees.

ACHIEVEMENTS:

 Advocacy for Inclusive Services: Advocated vigorously for services within the Human Rights, Disability, and Education sectors, championing equitable access and comprehensive support for individuals with diverse and varied needs. This proactive approach contributed to increased awareness and resource allocation, enhancing the quality of life for those served.

 Management of Disability Support Services: Successfully managed a comprehensive array of Disability Support Services, ensuring the delivery of high-quality care and personalised assistance tailored to the unique and specific requirements of clients and their families. This involved coordinating multidisciplinary teams and implementing best practices to foster a supportive environment.

(Formerly Department of Human Services) Melbourne, Victoria

Various Positions: Customer Service Officer, Team Leader, Authorised Review Officer, Learning Specialist and Senior Practitioner & People Capability & Engagement Officer

Senior Practitioner and Learning Facilitator & Engagement Program Support Officer - Combined Role (Jun 2003 - Jun 2018)

RESPONSIBILITIES:

 Identified learning and development needs focused on soft skills, effectively brokering and facilitating training programs, including specialised leadership and non-technical training initiatives.

 Facilitated one-on-one and group training sessions, providing reinforcement training, coaching, and mentoring to team members while delivering constructive feedback to enhance performance and skill development.

 Liaised with stakeholders regarding training initiatives, ensuring thorough planning and reinforcement to meet organisational goals and enhance team capabilities.

 Conducted audits of current engagement processes, providing insightful policy feedback and technical assistance for ministerial inquiries, ensuring compliance and effectiveness.

 Researched, investigated and analysed complex inquiries and appeals, making high-quality decisions grounded in current policy and legislative frameworks.

 Assisted Victorian Zones in investigating customer complaints, including Service Recovery complaints and ministerial enquiries, ensuring prompt and effective resolutions.

 Supported Authorised Review Officers as required, contributing to thorough and accurate review processes.

 Collaborated with stakeholders involved in the Victorian employment and participation telephone line and appeals process, providing clear explanations of decisions and feedback to staff members to foster a supportive environment.

ACHIEVEMENTS:

 Subject Matter Expertise: Served as a Subject Matter Expert and Delegate for Victoria across a broad spectrum of critical areas, including Induction, Quality Assurance, Urgent Payments, Appeals, Activities Management, Digital Systems, Privacy, Security, Nominee/Consent, Proof of Identification, Training, Customer Complaints, and Ministerial matters. This role involved providing specialised guidance and strategic oversight to ensure compliance and operational excellence.

 Enhanced Policy Support: Delivered Level 1-2 policy and legislative assistance to all Victorian Subject Matter Experts (Level 0) engaged in appeals. This initiative significantly enhanced their comprehension and capabilities in navigating complex regulatory issues, thereby improving overall team effectiveness and decision-making.

 Portfolio Management: Acted as the Victorian Appeal Portfolio Holder, skilfully overseeing triage processes to assess the appropriateness of setting aside decisions before escalation to the review team. Additionally, managed allocations and other related tasks, ensuring a streamlined workflow and timely resolution of appeals.

Authorised

Review Officer - Centrelink (National Position) (2009 - 2010)

RESPONSIBILITIES:

 Provided expert assistance to Victorian Zones by investigating complex customer and ministerial complaints, ensuring a thorough and efficient resolution process.

 Conducted timely reviews of Centrelink decisions, meticulously interpreting and applying relevant legislation and policies to ensure accurate outcomes. Acted as a key liaison with stakeholders involved in the appeals process, facilitating clear communication and collaboration to ensure smooth case progression

 Prepared comprehensive case files for the Social Security Appeals Tribunal (SSAT), ensuring all necessary information and documentation were available for review.

 Identified emerging trends in appeals and decisions, providing insights to improve organisational processes and inform future decision-making practices. Championed quality decision-making throughout the organisation, ensuring that decisions were legally sound and aligned with policy requirements.

 Educated employees on proper decision-making protocols, promoting adherence to legislative guidelines and fostering a culture of quality assurance.

ACHIEVEMENTS:

 Tribunal Review Excellence: Achieved a 100% affirmation rate on decisions reviewed by the Social Security Appeals Tribunal (SSAT), highlighting the accuracy and integrity of my evaluations before the tribunal's closure. This achievement reflects my commitment to upholding standards of fairness and precision in decision-making.

 Impactful Policy Influence: Effectively influenced significant policy changes as a direct result of my decisions, showcasing my expertise and impact within the role. This accomplishment illustrates my ability to identify opportunities for improvement and drive meaningful change within the organisation.

Team Leader (Zone & National) - Centrelink and DHS (2004 - 2014, Various Periods)

RESPONSIBILITIES:

 Provided comprehensive coaching and mentoring to staff, addressing performance issues, conducting performance reviews, and identifying and fulfilling learning and development needs to drive team excellence.

 Organised and managed all operational duties, including the coordination of team rosters, performance management processes, and ensuring seamless execution of daily activities.

 Supported the Zone by handling ministerial complaints and managing service recovery issues, ensuring timely and satisfactory resolutions to escalated matters.

ACHIEVEMENTS:

 Exceptional Customer Service Delivery: Demonstrated superior customer service skills by resolving complex staff and customer complaints at the Service Centre level, maintaining a high standard of service delivery and client satisfaction.

 Key Liaison Role: Acted as a primary liaison between stakeholders, including customers and internal departments, ensuring seamless communication and prompt resolution of requests, thereby enhancing operational efficiency.

 Performance Target Excellence: Ensured the consistent achievement of national work performance targets by implementing strategic initiatives that maximised team efficiency and productivity, contributing to overall organisational success.

Customer Service Officer (2001 - 2003)

RESPONSIBILITIES:

 Delivered exceptional customer service by managing and resolving complex inquiries, including complaints and requests for explanations of decisions, ensuring a high standard of client satisfaction.

 Assessed customer claims with meticulous attention to detail, ensuring compliance with relevant legislation and policies.

 Facilitated the learning and development of team members, providing guidance and training to enhance team performance and knowledge.

 Utilised expert interview techniques and took formal statements, to gather essential information for decision-making.

 Applied analytical skills to interpret and apply complex legislation, ensuring accurate assessments and outcomes.

 Conducted assessments related to debt, proof of identification, privacy, and Freedom of Information (FOI) requests, adhering to stringent legal and procedural requirements.

 Provided technical, policy, legislative and systems support, ensuring smooth operations and compliance with standards.

 Offered specialised expertise in digital systems, privacy concerns, proof of identification processes, appeals, customer complaints, training, and ministerial inquiries, ensuring consistency and adherence to best practices.

ACHIEVEMENTS:

 NSS and PEN Systems Expertise: Acted as a Subject Matter Expert in the NSS and PEN systems, providing strategic insights and innovative solutions that significantly improved system efficiency and operational effectiveness.

 Payment Systems Authority: Served as a Subject Matter Expert in all payment systems, policies, and legislation, offering authoritative guidance that ensured compliance, streamlined processes, and supported informed decision-making across the organisation.

1994 - 1997 VICTORIA POLICE

Melbourne, Victoria

Police Constable

OVERVIEW:

 In this role, I conducted extensive research and investigations that showcased my advanced interviewing and analytical skills. I gathered and evaluated critical information, compiling comprehensive police reports, witness statements, and briefs in accordance with criminal, traffic, and relevant legislative frameworks. In addition to overseeing watchhouse duties, I managed detainees and operated radar, breath testing and vehicle testing equipment to ensure compliance with legal standards. My role also included court-related duties, such as preparing legal documentation and providing sworn testimony during judicial proceedings. I prioritised delivering high-quality customer service and fostered positive community relationships through proactive engagement and assistance.

VOLUN TARY WORK

2018 - 2021 DIFFERENT JOURNEYS - AUTISM PEER SUPPORT GROUP Volunteer

RESPONSIBILITIES:

 As a volunteer with Different Journeys - Autism Peer Support Group, I provided exceptional customer service, peer support, and training. I also advocated for individuals with autism, liaising with government ministers, and handled various administrative duties to ensure smooth group operations.

2019 - 2021 INTERCHANGE OUTER EAST Volunteer

RESPONSIBILITIES:

 As a volunteer with Interchange Outer East for two years, I facilitated leadership programs and organised recreational activities, helping to foster personal growth and engagement among participants.

2004 - 2009 NORWOOD FOOTBALL CLUB - AUSKICK Volunteer

RESPONSIBILITIES:

 As a volunteer with Norwood Football Club's Auskick program, I served as a coach for six years and led as Head Coach for 12 months. I developed and implemented training and session plans for both individual and group sessions, providing tailored support for participants with special needs. Additionally, I organised and hosted special events both on and off the field, fostering an inclusive and engaging environment for young athletes.

VOLUNTARY WORK

1995 - 1998 VICTORIA POLICE - BLUE LIGHT DISCO Volunteer

RESPONSIBILITIES:

 As a volunteer with Victoria Police's Blue Light Disco, I was responsible for organising and hosting events, managing the café/canteen, and fostering community engagement. I collaborated with local organisations and secured sponsorships to ensure the success of these events, promoting positive interactions between law enforcement and the community.

SELECTED QUALIFICATIONS & TRAINING

Certificate IV in Disabilities

Certificate IV in Mental Health Peer Work

Certificate IV in Business Administration

Youth Mental Health First Aid

Standard Mental Health First Aid

Instructor Accredited Program

PACE in Practice and NMT Training

Autism Certificate Accreditation

Human Rights & Equality Laws for Disability Advocates

Diploma in Mental Health Studies

Diploma in Teaching Skills for Educators

Diploma in Educational Psychology

Diploma in Social Work Studies

Diploma in Psychology

Certificate - Biology and Behaviour in Psychology

Certificate - Mental Health and Illness

Information Session - Planning

Information Session - Consumers

Information Session - Providers

Various Webinars

Operational Guidelines

Starting on the NDIS

SERVICES AUSTRALIA TRAINING

TAFE Chisholm TAFE

Wodonga TAFE

Box Hill TAFE

Mental Health First Aid

Berry Street

International Board of Credentialling & Continuing Education Standards

Victorian Equal Opportunity and Human Rights Commission

Alison.com

National Disability Insurance Scheme (NDIA)

 Alzheimer’s Australia - Dementia Specific - Cognitive Awareness Training | Australian Privacy Principles

 Building Community Partnerships | Business Improvement Including Continuous Improvement | Coaching

 Connecting to Community Services | Complaints & Feedback | Customer Service Including Intensive Course

 Customer Aggression, Conflict Management & Difficult Situations | Customer Demographics | Emotional Intelligence

 Decision Making Including Legal Background | Ethics & Values | Family & Domestic Violence | Fraud | Gender

 Mental Health Awareness | Multicultural Awareness | Negotiation Techniques | Networking & Building Relationships

 Performance Management | Presentation Skills | Resilience | Privacy, Secrecy And Confidentiality | Quality & Auditing

 Records Management | Report Writing | Research & Analysis | Resolution of Difficult Situations | Security

 Social Security & Family Law | Wellbeing | Team Work Including Virtual Teams | Time Management | Voice Care

 Trainer Certification Level 1 & 2 | Work, Health & Safety Including Workplace Mental Health | Working with Legislation

PROFESSIONAL REFEREES

Kate Fitzpatrick

Assistant Director

National Disability Insurance Agency

 (03) 8520 9809

 kate.fitzpatrick@ndis.gov.au

Mona Jagadisan

Assistant Director

National Disability Insurance Agency

 0436 684 152

 mona.jagadisan@ndis.gov.au

Attn: Human Resources No to Violence

EFUNDUNNI AVOSEH

28 August 2024

Re: Men’s Family Violence Counsellor

Dear Hiring Manager,

I am excited to submit my application for the Men’s Family Violence Counsellor position at No to Violence. With a Master’s degree in Social Work and extensive experience in the family violence sector, I am eager to bring my skills and dedication to your esteemed organisation. My professional journey, marked by roles at DPV Health and Western Health, has equipped me with a deep understanding of family violence dynamics and a proven ability to deliver impactful interventions and support.

My work with DPV Health and Western Health has provided me with a comprehensive understanding of the social and gendered dynamics of family violence. I have worked closely with individuals experiencing violence, assessing the psychological, physical, and emotional impacts. My ability to recognise and address the power and control tactics used by perpetrators has been instrumental in providing effective support and intervention.

In my current roles, I have become proficient in conducting thorough risk assessments and developing detailed safety plans. Utilising the Multi-Agency Risk Assessment and Management (MARAM) framework, I have successfully identified, prioritised, and managed risks for women, children and perpetrators of violence. My experience includes coordinating with various stakeholders to ensure comprehensive risk management and safety planning.

I excel in delivering evidence-based counselling services, effectively engaging clients through multiple formats, including telephone and online platforms. My approach is rooted in building strong trust and rapport with clients, which is essential for fostering a supportive therapeutic relationship. I prioritise creating a safe and non-judgmental space where clients feel comfortable sharing their experiences and concerns. By employing evidence-based practices and therapeutic techniques, I facilitate meaningful and constructive dialogue that promotes behavioral change and accountability. My experience encompasses both single-session and ongoing multi-session interventions, each meticulously tailored to meet the unique needs of individuals and families affected by violence. This personalised approach ensures that the support provided is relevant and effective, addressing specific issues and working towards sustainable change.

In the realm of crisis intervention, I have a proven track record of effectively managing immediate risks and providing critical emotional support. My skills in crisis management include adeptly de-escalating volatile situations, employing calming techniques to diffuse tension, and swiftly coordinating with emergency services when necessary. I am committed to ensuring that clients receive timely and appropriate interventions, prioritising their safety and well-being above all else. My approach involves thorough risk assessment and rapid response to mitigate danger, followed by a structured plan to address the immediate needs of the client. I ensure that referrals to additional support services are made promptly and that follow-up actions are taken to monitor and address any ongoing concerns.

My in-depth familiarity with family violence legislation and sector reforms has been instrumental in my case management roles. I am dedicated to ensuring that my practice adheres strictly to current legal frameworks, policies, and industry standards. This involves staying up-to-date with legislative changes and integrating these updates into my daily work to ensure compliance and enhance the effectiveness of the services provided. My commitment to high standards of compliance and accountability ensures that all case management activities are conducted with the utmost professionalism and ethical consideration. By maintaining a thorough understanding of relevant laws and regulations, I am able to deliver safe, effective, and legally sound services that support the well-being and rights of all clients.

My roles have involved extensive collaboration with multidisciplinary teams, including social services, law enforcement, legal professionals, and healthcare providers. I have successfully fostered partnerships and contributed to integrated responses, enhancing outcomes for clients and communities. My experience includes participating in case conferences, stakeholder meetings, and collaborative efforts to address complex issues related to family violence.

Committed to professional development, I have a Master of Social Work from Federation University, Australia, and a Master of Communication Development from the Federal University of Agriculture, Nigeria. I also hold a Diploma of Early Childhood Education from Future Academy, Australia, and a Bachelor of Arts from Olabisi Onabanjo University, Nigeria.

At DPV Health, I work as a Men Practitioner within the Men Active Referral Service and Orange Door Practitioner, where I support men who use violence by promoting accountability and behavior change. I engage in comprehensive service delivery by conducting risk assessments, crisis responses, and developing safety plans for women, children and families affected by family violence. My role involves collaborating with multi-agency teams to manage cases, applying evidence-based practices and maintaining compliance with the Integrated Practice Framework and family violence legislation. I also provide targeted interventions, facilitate service referrals, and ensure that my practice aligns with the principles of safety, support and continuous improvement.

At Western Health, I serve as a Men Practitioner for the Men Active Referral Service, where I provide critical support to male clients involved in family violence, primarily through The Orange Door service model. My role includes conducting comprehensive risk assessments, managing referrals, and developing safety plans using frameworks such as the Multi-Agency Risk Assessment and Management (MARAM). I collaborate closely with various stakeholders, including family violence services, courts and Men’s Behavioural Change Programs to ensure effective coordination and timely support for those at risk. My responsibilities also involve maintaining high standards of data management and compliance while advocating for evidence-based interventions to address perpetrator behavior and enhance safety outcomes for affected families.

I am particularly drawn to No to Violence because of its commitment to Change, Leadership, Gender Equity and Accountability. I am inspired by your organisation’s approach to addressing men’s use of violence and I am eager to contribute to your mission of creating safer communities. The opportunity to work across various programs such as the Men’s Referral Service, Brief Intervention Service and Men’s Accommodation and Counselling Service is particularly appealing to me, as it aligns with my professional experience and career goals.

Find attached your résumé with referees for your consideration. I am enthusiastic about the prospect of discussing how my background, skills, and passion align with the needs of No to Violence. I look forward to the opportunity to contribute to your team and support your vital work in ending family violence. Thank you for considering my application.

Yours sincerely,

Efunduuni Avoseh

D ARREN BRADLEY

22 May 2026

Dear Ms Curran,

Re: Director, CatholicCare Social Services

I am writing to formally express my interest in the position of Director, CatholicCare Social Services with the Diocese of Maitland-Newcastle. Demonstrating an accomplished record of senior executive leadership across large-scale human services portfolios, I am eager to leverage my expertise in governance, reform and organisational stewardship to advance CatholicCare’s mission of delivering compassionate, values-driven care to children, families and communities across the Diocese. I am particularly inspired by CatholicCare’s unwavering commitment to social justice, safeguarding and systemic inclusion, and I am motivated to contribute to its vision through strategic leadership and collaborative innovation.

Over the course of more than a decade in executive and senior leadership roles, I have directed complex human services operations encompassing child protection, youth justice, family preservation and out-of-home care. Most recently as Regional Director with Life Without Barriers, I exercised strategic oversight of multidisciplinary teams delivering programs that improved permanency, stability and wellbeing outcomes for vulnerable children. I spearheaded the implementation of governance and service delivery frameworks that achieved full compliance with Permanency Support Program requirements and external accreditation standards, while reducing compliance breaches by 60 per cent. In parallel, I introduced traumainformed and culturally responsive practice models which measurably enhanced safety, engagement and permanency outcomes. As an accomplished executive and change agent, I have delivered exceptional results, including the following:

 Reduced compliance breaches in Permanency Support Programs by 60 per cent through governance reform, rigorous practice uplift, enhanced monitoring systems and strengthened executive accountability measures.

 Secured $150,000 in additional grant funding to expand youth and family services, improving equitable access for under-resourced communities and increasing program capacity, service reach, sustainability and impact.

 Directed multi-site operations across budgets exceeding $2 million, ensuring fiscal integrity, transparency, long-term sustainability, strategic alignment and compliance with governance and accreditation frameworks.

 Implemented trauma-informed and culturally responsive care models that significantly improved outcomes for children and young people, strengthening permanency, wellbeing, resilience and community integration.

 Forged strategic partnerships with DCJ, Youth Justice, Aboriginal Community Controlled Organisations and health services to drive permanency outcomes, reduce recidivism, strengthen collaboration and advance service reform.

 Mentored and developed high-performing teams through reflective supervision and capability-building, enhancing resilience, professional standards, leadership capacity, succession planning and long-term organisational sustainability.

I bring substantial financial, strategic and operational acumen, demonstrated through the expansion of diverse service portfolios, the stewardship of multimillion-dollar budgets and the consistent delivery of organisational sustainability in complex, highly regulated environments. I have successfully aligned financial strategy with mission priorities, embedding governance frameworks that ensure fiscal integrity, contractual compliance and transparent accountability to Boards, regulators and funding partners Equally, I have forged enduring partnerships across government, community and faith-based organisations, leveraging these relationships to amplify impact, secure new funding streams and extend service reach into under-resourced communities. As a values-driven and mission-aligned leader, I am unwaveringly committed to cultivating organisational cultures grounded in accountability, inclusion and professional excellence, while championing safeguarding and cultural safety as non-negotiable foundations of all practice and systemic reform.

I hold a Bachelor of Social Science, complimented by a Diploma of Community Sector Management and a range of executive leadership and professional development credentials. These include the Caseworker Development Program and the Emerging Leaders Induction for Managers (Thrive Program) through the NSW Department of Communities and Justice, alongside specialist training in Social Work Field Education Supervision, Aboriginal and Torres Strait Islander Mental Health First Aid, and Child Protection Training (Parts 1 & 2), with a strong commitment to professional development and lifelong learning.

I am confident that my blend of strategic vision, governance expertise, stakeholder influence and mission-driven leadership will enable me to guide CatholicCare Social Services into its next phase of impact and growth. Find attached my résumé for your consideration. I would welcome the opportunity to discuss how my executive achievements and values can support the Diocese’s strategic priorities and the Catholic ethos of service.

Warm regards,

Darren Bradley

SELECTION CRITERIA

Policy Analyst | The Smith Family

Qualifications and/or background in social policy, research or related disciplines

With a strong academic and professional interest in social policy, research, social justice and evidence-informed intervention, I am committed to contributing to meaningful policy outcomes that improve opportunity, equity and longterm social participation for disadvantaged children, young people and families. I am particularly motivated by the opportunity to contribute to The Smith Family, an organisation recognised for its commitment to education, community advancement and advocacy for improved outcomes across Australia’s not-for-profit, education and public policy sectors.

Demonstrating a strong commitment to lifelong learning, I am currently completing the final year of a Bachelor of Arts, Politics, at Macquarie University. Through this degree, I have developed a strong theoretical and practical understanding of political systems, policy formation, institutional decision-making and the broader social, economic and cultural factors that influence public policy outcomes. Relevant areas of study have included Australia in International Relations, Australian Politics and Policy Making, Australian Foreign Policy, Politics and Media in Australia, and Issues in Contemporary Australian Politics. These subjects have strengthened my capacity to undertake academic research, interpret complex information, engage with policy theory and apply structured analytical thinking to contemporary social issues.

My academic background has also developed my understanding of research methodologies, evidence evaluation, policy cycles, stakeholder influence, governance arrangements and the importance of translating research into practical, community-focused outcomes. I have gained experience reviewing academic literature, synthesising complex sources, constructing evidence-based arguments and considering policy problems from multiple perspectives. This has provided me with a strong foundation for contributing to policy analysis, research projects, advocacy work and strategic program development within a values-driven organisation.

In addition, I am a delegate for the Asia-Pacific Model United Nations Council, an organisation that provides tertiary students with opportunities to strengthen communication, diplomacy, research and international policy awareness while promoting the values and principles of the United Nations. Through this involvement, I have taken responsibility for organising working parties, setting agendas, contributing to formal discussions and assisting with the preparation of papers and resolutions for the General Assembly. This experience has enhanced my understanding of multilateral governance, consensus building, policy negotiation and the importance of clear evidence-based communication when addressing complex social, political and humanitarian issues.

Well developed conceptual and analytical skills

I possess well developed conceptual, analytical and problem-solving capabilities, underpinned by a strong capacity for critical enquiry, structured reasoning and reflective assessment. I enjoy undertaking new intellectual and professional challenges, particularly where complex information must be assessed, interpreted and translated into practical recommendations or improved outcomes. A key strength I bring is the ability to examine issues from multiple perspectives, identify underlying causes, evaluate evidence and develop considered, innovative and pragmatic responses.

Throughout my leadership and management experience, I have been required to review organisational policies, operational processes, staff performance, sales performance, expenditure controls and financial outcomes. These responsibilities have required sound judgement, commercial analysis, performance monitoring and decision-making within environments involving competing priorities and accountability for results. In my current role as Manager of Bowan Island Bakery, I have applied analytical and conceptual thinking to support change management, continuous improvement and operational efficiency during periods of business growth. This has included reviewing systems, assessing workflow challenges, identifying inefficiencies and implementing practical improvements to support service quality and productivity.

My tertiary studies in politics have further strengthened my analytical capability through extensive literature reviews, evidence assessment, policy analysis and academic research. I have developed the ability to collect, compare and synthesise diverse sources, identify patterns and themes, assess the credibility of information and form well-reasoned conclusions. Academic enquiry has reinforced the importance of rigorous research, balanced judgement and evidencebased interpretation, particularly when examining complex social and policy issues.

While employed at Foodbank Australia as an Administration Coordinator, I also applied analytical and strategic thinking to support the organisation’s profile-raising campaign, which was identified as a high priority during the year I commenced. After assessing organisational needs, communication objectives and opportunities for public engagement, I successfully negotiated with Channel 10 for the Chief Executive Officer and one of Foodbank’s major donors to appear on Ready Steady Cook, a program promoting cost-effective and nutritious cooking for families. The program’s national audience provided a valuable platform to increase public awareness of Foodbank’s work, acknowledge corporate sponsors and strengthen the organisation’s community profile. This outcome reflected my ability to identify opportunities, build strategic relationships and contribute to broader organisational objectives.

Managed working relationships effectively within a wide range of stakeholders

I have a demonstrated ability to build, maintain and strengthen effective working relationships with a broad range of stakeholders, including colleagues, managers, clients, students, volunteers, corporate partners, donors and senior organisational representatives. My communication style is professional, respectful and collaborative, and I place strong emphasis on understanding stakeholder perspectives, maintaining open dialogue and supporting shared objectives.

Across my professional experience, I have worked constructively with colleagues and staff in environments requiring cooperation, flexibility and accountability. I adopt a hands-on and supportive leadership style that encourages staff contribution, strengthens performance and promotes a positive team culture. I believe effective team performance is achieved through clear communication, active listening, practical support and a genuine understanding of individual and organisational priorities. By encouraging feedback, facilitating regular team discussions and involving staff in improvement initiatives, I have contributed to more engaged, productive and cooperative workplace environments.

As Manager of Bowan Island Bakery, I am actively involved in staff supervision, training, performance appraisal and day-today operational leadership. This role requires strong verbal and written communication skills, sound human resources judgement and the ability to motivate, support and guide team members in a fast-paced and customer-focused environment. I am also the first point of escalation for client service issues, requiring diplomacy, composure, problem-solving ability and the capacity to respond constructively under pressure.

My stakeholder engagement capability was further demonstrated during my time at Foodbank Australia, where I worked within the national office as Administration Coordinator. In this role, I communicated regularly with State Directors by email and telephone, relayed directions from the Chief Executive Officer in a clear and professional manner, and maintained positive relationships with corporate donors, partners, board members, general managers, state staff and volunteers. These responsibilities required discretion, accuracy, responsiveness and the ability to tailor communication to diverse stakeholder groups.

I also contributed significantly to Foodbank’s website, an important communication platform for the organisation. This required me to support the presentation of Foodbank’s message to different audiences, including the general public, potential contributors, existing donors and people seeking support from Foodbank’s services. This work required sensitivity, clarity and strategic communication, ensuring content was accessible, meaningful and aligned with organisational objectives. The experience was both challenging and rewarding, contributing to improved external communication, stakeholder engagement and organisational visibility.

Demonstrated skills in policy and program development

I bring a strong interest in policy and program development, supported by academic study, professional experience and practical involvement in not-for-profit initiatives. As a motivated, resourceful and dedicated team member, I maintain an active interest in contemporary social, political and community issues, and bring this awareness to my work through ongoing research, consultation, analysis and professional learning.

In my current role as Manager of Bowan Island Bakery, I am required to remain informed of legislative, regulatory and procedural requirements across areas including human resources, workplace health and safety, food handling, security, equal employment opportunity, confidentiality, financial reporting and taxation compliance. This has strengthened my understanding of the relationship between policy, procedure, compliance and operational practice, particularly the need for policies to be practical, understood by staff and consistently applied within the workplace.

Through my Bachelor of Arts, Politics, I have developed a strong theoretical understanding of policy processes and the way policy is formed, implemented and evaluated. I understand that effective policy development requires the identification of a clear issue, analysis of intended objectives, assessment of costs, benefits and risks, consultation with relevant stakeholders, development of options, preparation of discussion papers or policy documents, implementation planning and ongoing evaluation. I also recognise that policy must be evidence-informed, responsive to stakeholder needs and subject to review to ensure it remains effective, equitable and relevant.

My practical understanding of program development has been strengthened through my involvement in Sapa O’Chau, a not-for-profit organisation established in 2007 by myself and four friends following time spent teaching English in North Western Vietnam. The initiative was developed to help ameliorate the impacts of tourism on the H’Mong community and promote greater community ownership, economic participation and long-term empowerment. My earlier experience teaching in the region provided valuable insight into the complex interaction between poverty, development, tourism, education and community self-determination at both macro and micro levels.

Sapa O’Chau was established with the short-term objective of creating a website to educate travellers and the wider public about the H’Mong community, while enabling online donations to support community development. Longer-term objectives included creating opportunities for H’Mong guides to promote their own trekking services, sell traditional crafts and establish income streams that could support education, health access and broader community outcomes. My role involved collating and disseminating research on relevant issues, including sustainable tourism, Australian charity regulations and current developments in Vietnam. I also contributed to planning discussions, task allocation, problem-solving and monthly progress meetings. This experience significantly strengthened my project management, research, program planning and policy awareness, while deepening my commitment to community-led development.

Janine Thomas



0415 555 555  janine-thomas@bigpond.com

21 June 2026

Dear Sir/Madam,

Re: Administration Support Officer | Job No: Berry3419

An organised, meticulous and highly accomplished administration professional, I offer extensive experience delivering responsive, confidential and professional administrative support across complex health, corporate, community service and customer-focused environments. I am pleased to submit my application for the position of Administration Support Officer with Berry Street, as recently advertised, with enthusiasm, commitment and professional confidence.

Throughout my career, I have developed a broad and transferable administrative capability, demonstrated through my current role as Medical Receptionist with Seymour Medical Centre, together with previous experience as a Customer Service Agent with Caltex Australia and multiple administrative, executive support, booking, project, facilities and fleet support positions with Queensland Health. Across these appointments, I have consistently maintained accurate records, supported information systems, coordinated competing priorities, reviewed administrative processes and contributed to improved operational efficiency. My professional capability is further supported by formal qualifications, including a Diploma in Business Administration, Diploma in Business Human Resources, Negotiation and Crisis Intervention training

I bring a proven record of delivering high calibre administrative support in fast-paced and highly accountable environments. My experience includes diary and calendar management, procurement support, word processing, data entry, file creation, records administration, meeting coordination, minute taking, event support, accounts payable and receivable, report collation, project assistance, systems improvement, confidential document management and general office administration. I am confident using a range of software platforms and administrative systems, with a strong capacity to quickly learn new programs, follow established procedures and maintain quality standards across all tasks undertaken.

Having established myself as a reliable, self-motivated and valued team member, I am confident in my ability to make a strong contribution as Administration Support Officer. I communicate with professionalism, clarity and diplomacy, and have developed strong interpersonal and relationship-building skills that allow me to work effectively with colleagues, managers, clients, service providers and external stakeholders. I am collaborative by nature, yet equally capable of working autonomously, exercising sound judgement and taking ownership of allocated responsibilities.

My organisational ability, time management discipline and attention to detail have been demonstrated across roles requiring the coordination of complex workloads with minimal direct supervision. As an Executive Support Officer supporting both a Medical Director and Nursing Director, I managed demanding calendars, scheduled appointments, coordinated internal and external meetings, prepared and uploaded meeting papers, reviewed diary commitments and ensured both Directors were fully prepared for the following day. Through careful planning, proactive communication and meticulous attention to scheduling requirements, I ensured meetings proceeded smoothly, diary clashes were avoided and executive priorities were professionally supported.

I am highly experienced in working within established policies, guidelines and procedures, while maintaining the flexibility required to manage interruptions, competing deadlines and evolving work priorities. I take a continuous improvement approach to administration and believe in regularly reviewing systems, processes and workflows to identify opportunities for greater efficiency, accuracy and service quality. My focus is always on producing work of a consistently high standard, while ensuring administrative functions contribute meaningfully to broader organisational outcomes.

As Secretariat for a statewide technical network within a state government department, I was responsible for coordinating monthly meetings involving multiple internal stakeholders across different locations. The role required strict adherence to departmental protocols, accurate preparation of agenda papers, timely distribution of documentation, coordination of teleconference and video conference facilities, attendance tracking and follow-up of action items. To ensure the meetings operated efficiently, I established a structured process for calling agenda items, preparing meeting packs, confirming technology requirements, organising meeting rooms, distributing papers within agreed timeframes and monitoring outstanding actions.

I also maintained clear communication with participants to ensure they had sufficient notice, accurate documentation and appropriate support before each meeting. As a result, the statewide meetings were delivered smoothly each month, documentation was completed accurately and on time, action items were followed up promptly and stakeholders were well prepared, contributing to improved coordination, accountability and administrative efficiency.

In my previous role as Secretariat for a statewide technical network within a state government department, I was responsible for delivering comprehensive meeting and administrative coordination support across a broad group of internal stakeholders. This included preparing meeting papers, coordinating attendance, calling for agenda items, arranging teleconference and video conference links, organising meeting rooms, supporting technology requirements, preparing agendas, taking accurate minutes, distributing documentation within agreed timeframes and following up outstanding action items. I ensured participants received relevant information in advance, meeting logistics were confirmed, documentation was accurate and accessible, and key actions were recorded and progressed appropriately. By providing structured, timely and comprehensive secretariat support, I contributed to the smooth operation of statewide monthly meetings, strengthened communication across the network and ensured participants were well informed, prepared and supported.

I also bring a compassionate, respectful and non-judgemental approach when engaging with clients, colleagues and members of the public. I recognise the importance of cultural sensitivity, privacy, dignity and discretion when supporting individuals from diverse backgrounds, particularly in circumstances requiring tact, patience and professional judgement. While working with Malaysian Airlines, I assisted with passenger identification processes involving customers with specific cultural and religious considerations. In managing these interactions, I adhered to appropriate protocols, communicated with courtesy and sensitivity, sought permission where required and arranged private spaces to complete identity verification requirements discreetly and respectfully. Although this process required additional time, care and cultural awareness, it ensured compliance obligations were fulfilled while maintaining customer comfort, dignity and trust.

Confidentiality and discretion are central to my professional practice. I have a practical understanding of legislative and organisational obligations relating to privacy, records management, codes of conduct and sensitive information. I have consistently managed confidential paperwork, departmental records, correspondence and electronic information in accordance with organisational protocols, access permissions and delegation requirements. I understand the importance of protecting personal information from unauthorised access, use, disclosure, modification or loss, particularly when working with vulnerable clients, families, staff records or sensitive organisational information.

As a results-focused and improvement-oriented professional, I am confident responding to changing demands while maintaining accuracy, composure and productivity. I have consistently achieved desired outcomes by liaising with diverse stakeholders, providing accurate information, resolving administrative issues, supporting operational priorities and holding myself personally accountable for the quality of my work. I bring initiative, reliability and a strong sense of responsibility to every role, with the ability to contribute positively to team performance and organisational effectiveness.

In my role providing administrative and secretariat support within a state government department, I communicated with a wide range of internal stakeholders, prepared agendas, meeting papers, minutes and action item updates for a statewide technical network. I ensured information was clear, accurate and distributed within agreed timeframes, while coordinating attendance, meeting arrangements and follow-up requirements. As a result, meetings were well organised, stakeholders remained informed and documentation was completed to a high standard, strengthening communication, administrative coordination and collaborative service delivery across the network.

I am particularly motivated by the opportunity to support Berry Street, an independent community service organisation and Australian charity with a longstanding commitment to protecting, caring for and supporting children, young people and families. I am drawn to the purpose and values of Berry Street and would bring professionalism, compassion, integrity, accountability and strong administrative discipline to the role.

Find attached my résumé for your consideration. I would be grateful for the opportunity to attend an interview, where I would be pleased to further discuss my suitability for the Administration Support Officer position and provide additional insight into the administrative strengths, communication skills, stakeholder engagement capability and professional experience I would bring to Berry Street. Please feel welcome to contact me by phone or email should you require any additional information in support of my application and professional suitability for this opportunity.

Yours sincerely,

Janine Thomas

STATEMENT

NDIA APS6 Planner Supervisor | National Early Childhood Branch

As an experienced APS5 Planner in the National Early Childhood branch of the NDIA, I possess a comprehensive understanding of the NDIS framework and a proven track record in leadership, stakeholder engagement, risk management and team development. My commitment to enhancing service delivery and achieving positive outcomes for participants is evident through proactive measures in addressing emerging issues, mentoring colleagues, cultivating a collaborative team environment.

Demonstrating initiative and a solution-focused approach with a commitment to continuous improvement, I identified a gap in the current training program, noticing a decline in employee attendance and engagement in classroom training sessions. Determined to achieve positive outcomes, I gathered feedback on how to improve our workplace training strategies and increase engagement. I created and distributed a survey to gather insights from colleagues on training sessions, then analysed results using Excel and presented my findings to management with recommendations. The management team implemented new training processes based on survey feedback. These changes led to a significant improvement in attendance and engagement in training sessions, enhancing team productivity and morale.

In the NEC space, I recognised a need for colleagues to better understand planning processes and PACE functionality. Many colleagues found existing training sessions overwhelming and were hesitant to ask questions, leading to gaps in knowledge and confidence. My goal was to facilitate small, classroom-style training sessions to create a more approachable environment for learning, and to provide one-on-one coaching sessions to build new employees' confidence and performance. I actively organised and led these classroom training sessions, breaking down complex topics into manageable parts. Additionally, I conducted individual coaching sessions, focusing on specific areas where each employee needed improvement. I utilised visual aids and created step-by-step guides to facilitate learning. The one-on-one coaching sessions improved new employees' knowledge and confidence, enhancing overall team performance. This approach was reflected in their feedback and the improved accuracy and efficiency in their planning processes.

During my time as a Local Area Coordinator (LAC), I facilitated access to the National Disability Insurance Scheme (NDIS) for individuals with disabilities and their families. After completing a morning meeting, I was urgently called upon by my supervisor to conduct an unscheduled review meeting for a dissatisfied client. To manage this within a tight timeframe, I enlisted a trainee to document the morning meeting while I handled the unscheduled review. This provided valuable hands-on training for the trainee and later transferred their notes to the CRM. Despite these demands, I ensured both meetings were conducted successfully and their corresponding reports were completed and uploaded by day's end, meeting key performance indicators for the NDIS.

Additionally, I organised a morning tea event and presenting on LGBT+ community awareness the following day. By setting deadlines and prioritising tasks, I completed the reports by 2:30pm, allowing me to focus on refining the presentation, creating promotional materials, and coordinating logistics such as venue, guests, and catering. Despite the unexpected meeting, my proactive approach ensured all responsibilities were fulfilled successfully and it provided valuable learning opportunities for the team.

SELECTION CRITERIA

Health Promotion Coordinator - Take Up Space | GenWest (Women’s Health West)

1. Demonstrated commitment to GenWest’s values of Freedom, Connection, Resistance, Love and Creativity.

Throughout my career I have consistently demonstrated a commitment to equality for all people and a dedication to the values that underpin the actions and goals of your organisation, which reflect my own personal values and objectives. I understand that your values are Freedom, Connection, Resistance, Love and Creativity and that GenWest is committed to supporting communities to lead safe and healthy lives, and to changing gender inequity. Over the last four years I have been actively volunteering with the St Vincent De Paul Society Soup Van in Collingwood, and recently Richmond and the Melbourne CBD during the COVID-19 pandemic. As a volunteer, I am responsible for packing and delivering hampers to residents who live in the housing commission apartments and flats in Collingwood When doing this, I actively build connections with these residents offer companionship in addition to basic food necessities. In addition to this, we not only prepare hampers for those living in commission housing but also provide food to the homeless. By doing this, we actively create an environment that fosters both love and resistance as we uphold human dignity and ensure that we treat everyone we serve with kindness and respect. I, and my fellow volunteers, understand that regardless of the backgrounds or situation of the people we serve, they deserve to be treated with respect and love. Further to this, I utilise my creative skills to develop new and safe ways to serve people during the pandemic, including innovating the method to pre-package hampers offsite and then to perform contactless deliveries for the people in commission housing As a result of my volunteering, I have developed an understanding of the importance of the freedoms required by every individual, and how current societal thinking can work to restrict these freedoms, which challenges us to creative new ways to resist and innovate methods to ensure these freedoms are protected. By providing people with the support that they need, these basic values of freedom, connection, resilience, love and creativity are weaved throughout my voluntary work and employment.

2. Strong understanding of the determinants of mental health and sexual and reproductive health, particularly as they relate refugee and migrant and LGBTQIA+ young people.

Over my work history and tertiary studies, I have gained an in-depth understanding of the factors that influence the mental and sexual health of vulnerable young people. Additionally, having recently completed a Bachelor of Applied Public Health I have been fortunate to develop a comprehensive knowledge of the determinants of mental health and sexual and reproductive health, including such factors as income, employment, housing, language skills and interpretation, discrimination, social support and isolation, and the asylum-seeking process. Additionally, I understand that specific mental health determinants can also affect sexual and reproductive health such as social stigma, family pressures, societal norms and gender binaries. When these determinants are challenged many young people can and are exposed to an environment where they feel like they cannot talk about their feelings, emotions and experiences, or they may feel embarrassed to talk about issues they have been discouraged from discussing. This can lead to fear of judgement and could impact their physical health as they would not seek out professional help. By performing extensive research and through personal interaction, I understand that these factors are only some of the issues faced by migrant and LGBTQIA+ young people.

3. Ability to develop strong networks with young people from refugee and migrant backgrounds and young LGBTQIA+ people, particularly within the western region of Melbourne.

In my current and previous positions, I have developed, nurtured and sustained productive internal and external working relationships, colleagues, community members and external networks whilst promoting a positive culture of teamwork and cooperation. During my voluntary experience with the St Vincent De Paul Society Soup Van Over the last four years, I have engaged with many people who live in the Public Housing apartments and flats in Collingwood and Richmond. Some of the people who live in these areas are from refugee and migrant backgrounds. As part of my duties, we not only provide food care packages but also offer companionship and support for this community. Further to this, I am also in the process of developing and initiating the Collingwood Young Vinnies Conference which is designed to provide children’s activities for the families in the Collingwood and Richmond flats. This is to help families feel included and to have the opportunity to have a fun day out that they would not be able to afford under regular circumstances, building a sense of inclusivity, community and engagement in a joyful atmosphere.

In my current position with Global Health Youth Connect as a Content Writer, I was afforded the opportunity to engage and collaborate with the young LGBTQIA+ community, building and developing strong relationships. I was involved in the creation of content used to educate high school students about sexual and adolescent health, and this included creating inclusive for students who identified with the LGBTQIA+ community. To ensure the content I created was relevant I conducted extensive research into the personal experiences with local young people that were members of this community I gathered and collated their experiences and used their anecdotal knowledge to develop scenarios, examples and information that was inclusive and directly relevant to the LGBTQIA+ community. Additionally, I created content for booklets and presentations that applied concepts of consent, boundaries and other topics that related to both homosexual and heterosexual relationships. The team and I received positive feedback from students and the leaders of GHYC for how our content was inclusive for everyone, particularly those students from the LGBTQIA+ communities.

4. High level interpersonal and communication skills, including the ability to consult with community members as well as writ ing and editing skills for a range of audiences.

As an articulate, confident and highly experienced communicator, I accurately engage with a wide range of individuals, management teams and community members. Communicating meaningfully and clearly, I represent the work area professionally and with diplomacy whilst tactfully articulating organisational vision and key requirements. Whilst working with Global Health Youth Connect in 2021, I was part of the team that was responsible for creating content for sexual and adolescent health. This included developing a wide range of student and tutor booklets, PowerPoint presentations and the development of a podcast called “Eggplants and Peaches”. This created extensive interpersonal communication to create the content required to inform the students on topics relating to sexual, mental and physical health, whilst ensuring the content was inclusive for LGBTQIA+ students. As a group we discussed who would be in charge of editing and making the content and I volunteered to edit the podcast and to add some scenarios and questions to the booklet. I was keen to contribute and also understood that out of the team I was the most capable to take on additional work, as many other members had other full-time commitments that I did not share Following this, we then consulted with the President and other members of GHYC regarding the podcast and social media content we were to create, whilst ensuring that we had established a timeline that suited the distribution of the student and tutor booklets and the release of the podcast episodes. Throughout this process we were required to communicate and collaborate with various people to be guests on our podcast. We were very fortunate to have Dr Melissa Kang on one of our episodes and a doctor from the Melbourne Sexual Health Centre. I collaborated with the team to help record podcast episodes and create supporting information about topics such as consent and boundaries, gender equality/inequality, social constructs, the Pyramid of Sexual Violence, virginity and other topics. We also ensured that we included language that was inclusive for students who identify as part of the LGBTQIA+ community. As a result of our extensive efforts, the podcast was well received by students, health professionals and Global Health Youth Connect. It was very informative and addressed many issues in society that affect how we see gender and sexuality. Some feedback that I received from a listener was that it got him to understand the female perspective of the experiences that most women go through, which matched with the original goal of the podcast; to help students understand the importance of consent, boundaries and issues around gender and sexuality.

5. Social media and communications technical proficiency, including the ability to build online social media platforms and create content for social media.

Over my extensive work history, voluntary engagements and tertiary studies, I have developed a strong technological acumen, with the ability to utilise social media platforms to engage and communicate with local communities. Demonstrating my strong understanding of social media, I took personal initiative to begin my own podcast in 2021 called Youthology: Navigating Life as a Youth. This podcast was created to focus on youth and the issues, experiences and excitement that comes along with it. For this podcast I created my own social media pages and profiles on Instagram and Facebook and aim to expand onto the TikTok space to further increase engagement I collaborated with a friend that studied Visual Communication Design to create the social media banners, and I upload them to my social media pages I manage for the podcast. Additionally, I also make audiograms that I upload to YouTube for full episodes, and I also make short soundbites which give the audience a preview of what the next episode will be. This is a set of skills that I have developed independently and is something that I enjoy. I have received positive feedback for the content of my podcasts and other digital media, in addition to my social media presence, that has allowed me to reach wide audiences.

6. Demonstrated project management skills.

I have utilised high level project management skills with proven ability to creatively problem solve and think strategically whilst coordinating major projects from project conception through to the implementation phase, consistently implementing solutions on time and budget whilst meeting project specifications. I have prepared project plans, schedules, documentation and tracked progress through all stages to ensure on time delivery whilst meeting project objectives. I have demonstrated my project management skills whilst volunteering with the St Vincent De Paul Society. Recently, I was granted the role of President for the Collingwood Young Vinnies Conference. This is a new conference that focuses on serving the children and the families within the Collingwood and Richmond areas by providing them with activities to do in the school holidays. In this role, I have held the responsibility of liaising with local Vinnies council members and the State Youth Team, sending forms out to those who have expressed interest in joining the conference and passing on forms to the HR Department to ensure that all volunteers possessed current Working with Children Checks and Police Checks. In addition to this, I also ensured that all conference members and myself were highly trained and compliant with current child safety laws and legislation. As a result, we had quite a number of people in surrounding areas put forward their expressions of interest and this conference was well received by the Northern Central Council. Through these experiences, I have developed strong leadership, time management and organisational skills, with the ability to collaborate with various stakeholders and parties. Keen to inspire a sense of direction, I practice sound judgement and decision making with an awareness of implications and impacts on results. I have gained a strong understanding of situations where deadlines need to be strictly observed, gaining advanced skills in delegating, planning work tasks according to importance with the ability to work productively in a high pressure, fast paced environment.

Re: Early Childhood Educator

Ref: 4747601

Dear Sir/Madam,

63/38 Orara Street

WAITARA NSW 2077  0422 444 142

23 August 2025

As a highly customer-focused, tertiary-qualified and accomplished early childhood professional, I bring a strong record of contributing positively to organisational reputation and service quality as a trusted first point of contact for children, families and stakeholders. With a genuine commitment to care, education and community engagement, I am enthusiastic about being considered for the above position with The Hills Shire Council as advertised on www.seek.com.au

Across more than nine years in the early childhood sector, I have developed extensive and well-rounded experience across leadership, educational delivery and operational support. In my current role as Second in Command (2IC) and Preschool Room Leader (3–5 years) at Little Giants Childcare Centre, and previously as Toddler Room Leader (2–3 years), Second in Command (2IC), Assistant, Nursery Room Leader and Preschool Room Assistant at Active Kids Childcare, as well as a Casual Educator at Lullaby Cottage Corporate Childcare, I have consistently demonstrated the ability to lead, mentor and collaborate effectively. I have designed and implemented high-quality curriculum experiences that exceed the National Quality Standards, with a strong emphasis on meaningful partnerships with families, responsive practice for children, and collaborative teamwork with colleagues.

Throughout my career, I have established a proven track record as a dedicated, self-motivated and reliable professional who adds value to service delivery and team performance. I am confident in my capacity to work closely with the Centre Director and broader staff group to deliver early childhood care and education that fully complies with the Education and Care Services National Law and Regulations and consistently exceeds the National Quality Standards. I am a confident and articulate communicator with highly developed interpersonal and relationship-building skills, enabling me to work cooperatively with management, peers and external stakeholders to achieve shared goals. Highly organised and efficient, I maintain a flexible and solutions-focused approach, managing competing priorities, interruptions and changing deadlines with professionalism and composure.

I am strongly committed to ongoing professional development and hold a comprehensive range of qualifications and certifications, including a Diploma of Children’s Services, Certificate III in Children’s Services, Bachelor of Education (Birth to 10 Years), First Aid Certificate, Asthma and Anaphylaxis Certification, Child Protection Certificates, Safe Food Handling Certificates, Children’s Safe Sleep Certificates, Certified Supervisor status, and Emergency Procedures and Fire Equipment Training. I take personal responsibility for maintaining currency of knowledge and skills and actively seek opportunities to enhance my professional capability. I am experienced in working autonomously, organising my workload effectively, and consistently demonstrating initiative, adaptability and reliability. My performance and work ethic are reflected in positive feedback from management, confirming my commitment and contribution.

In addition, I actively support the maintenance of high safety standards, contribute to activities within approved financial parameters, and participate in the development and ongoing review of the Centre’s Quality Improvement Plan. I am highly committed to upholding Workplace Health and Safety requirements, policies and procedures when engaging with the public, stakeholders and colleagues. My experience across multiple organisations has strengthened my understanding of corporate Workplace Health and Safety obligations and reinforced values that strongly align with my own professional ethics. I understand the importance of consultation, cooperation and shared responsibility in managing workplace risks to protect the health and safety of workers, children and the wider community.

Dedicated to supporting your vision, I recognise The Hills Shire Council’s commitment to delivering value to customers, fostering positive community outcomes and working collaboratively across teams. Find attached my resume for your consideration. I welco me the opportunity to discuss my experience and suitability for this role in further detail and would be pleased to attend an interview at your convenience. Please feel free to contact me should you require any additional information.

Yours sincerely,

Parveen Dhull

STATEMENT

EL2 Executive Officer | The National Disability Insurance Agency (NDIA)

Demonstrating accountability for the execution of results as a high performing public service leader and change agent, I am eager to make a positive contribution to the National Disability Insurance Agency as an EL2 Executive Officer, supporting a better life for Australians with a significant and permanent disability and their families and carers.

I have achieved desired outcomes, liaising and negotiating with a wide range of stakeholders, providing advice and remaining accountable for the outcome of the continual improvement of projects and operations. In 2010, I accepted a new position in a Minister’s Office as a Departmental Liaison Officer to support a first-time Minister, the Minister for Manufacturing, Exports and Trade & Minister for Employment and Industrial Relations, his Chief of Staff, Executive Assistant, and team of Advisors during the Coalition’s first eighteen months of government during a transition period I set-up new systems and processes to manage communications between the department and Ministers office, setting up an efficient record keeping system to track every all information distributed by the Department to the Minister’s office. I facilitated introductory meetings between the Minister, his advisors and senior executives and chaired a weekly meeting with their media and communications team to ensure briefings contained detail required and submitted before public events. I reviewed correspondence, draft replies and briefing documents, established robust strong relationships with the Manufacturing, Exports and Trade and Employment and Industrial Relations division and departmental officers often commented how easy it was to liaise with the Minister’s office. Furthemrore, I assisted another Minister’s office to set-up systems and processes and was thanked by the Minister

Maintaining a responsive approach with experience adapting to change in complex environment, I embrace change and lead with focus and optimism in an environment of complexity and ambiguity. In March 2023, I accepted a 4-week secondment as Senior Advisor in the Great Ocean Road and Major Projects team. I was tasked to support Executive Director, Program Director and Managers to deliver the government’s commitment to progress infrastructure projects in the Geelong and Great Ocean Road region. During my second week, a colleague was unable to complete a cover briefing to support a submission for a sub-committee of cabinet meeting, hence I offered to prepare the covering brief. The submission topic related to a difficult project in Regional Victoria, maintaining sensitivity. I contacted and met with the division’s advisor to the Deputy Secretary to understand timelines for review and approval prior to the document package being issued to the Minister’s office. I undertook training of the updated eCabinet system and developed the draft covering brief. The cover brief was drafted promptly and the cabinet submission briefing pack was provided to my Executive Director for review and endorsement. The pack was endorsed by the division’s Deputy Secretary, the Department Secretary and Minister who approved the final version. Committee members were briefed by the Minister for Regional Development on key issues, providing government with an overview of the project and how the Department was mitigating risks.

CAROLINE BAENSCH

14 June 2025

Triple Zero Victoria

33 Lakeside Drive

BURWOOD EAST VIC 3151

Dear Recruitment Team,

Re: Emergency Communications Officer | Job Requisition ID: 1933

I am writing to express my strong interest in the above position at Triple Zero Victoria as recently advertised. With over two decades of experience supporting individuals with complex needs across disability, mental health, aged care, and advocacy settings, I bring a calm, resilient, and outcomes-driven approach to critical, high-pressure roles. I am deeply motivated by the opportunity to contribute to a service that plays such a vital role in community safety and wellbeing.

Throughout my community-focused career, I have maintained composure and professionalism while navigating emotionally charged and time-sensitive situations. In my current role as a Support Coordinator at Knox Mindfulness, I work with NDIS participants with multifaceted needs, including psychosocial disability, chronic illness, and trauma. When supporting a participant at immediate risk of homelessness, I acted swiftly to coordinate emergency accommodation, engage mental health services, and secure additional plan funding. This required rapid assessment, clear communication under pressure, and sustained follow-up to stabilise the participant’s wellbeing. I am recognised for my ability to remain focused and empathetic during crises, ensuring that all actions taken are thoughtful, efficient, and aligned with duty of care.

In addition, I supported a participant who experienced a severe and unanticipated mental health episode while awaiting the commencement of essential support services. The situation escalated rapidly, placing both the participant and those around them at immediate risk. Drawing on my crisis management experience, I urgently coordinated with clinical mental health teams, community outreach programs, and local crisis response services to activate a collaborative intervention plan. I remained on-site to provide real-time updates, facilitate communication between providers, and ensure that all information shared was accurate and aligned with legal and procedural requirements. Throughout the process, I offered calm, steady reassurance to distressed family members, explaining next steps clearly while acknowledging their emotional concerns. The resolution of the incident resulted in stabilisation of the participant, expedited service access, and restored safety for all involved. This experience further demonstrated my ability to maintain composure, think critically under pressure, and act decisively in high-risk, time-sensitive circumstances.

I have a demonstrated history of managing high-volume caseloads and engaging across multiple service systems to resolve complex issues. While working at Scope Australia as a Support Coordinator and Acting Team Leader, I regularly collaborated with health professionals, housing providers, child protection services, and legal guardians to deliver cohesive, wrap-around support. In one instance, I led cross-agency planning to re-engage a socially isolated young adult, resulting in their successful return to education and community programs. These experiences have honed my ability to multi-task, triage competing priorities, and make sound decisions under pressure, capabilities that directly align with the demands of emergency calltaking. For example, I managed up to 35 participants concurrently, each with different funding needs, risk profiles, and daily priorities. I implemented tailored tracking systems that enabled me to triage efficiently without missing compliance deadlines or compromising service quality. I thrive in environments where multi-tasking and precision are essential, and consistently meet expectations in time-critical roles.

My strong digital literacy and attention to detail have been refined over years of operating across multiple documentation and case management systems. I am confident navigating multiple platforms simultaneously while recording accurate, real-time information. At Scope, I was responsible for maintaining detailed case notes, incident reports, and risk assessments while managing urgent support interventions. I understand the critical importance of compliance, confidentiality and procedural consistency, especially in high-stakes environments. I am technologically proficient and comfortable working across a range of software systems while remaining focused, methodical, and precise under pressure. At Knox Mindfulness, for instance, I regularly use concurrent systems, NDIS CRM platforms, communications logs, and document management software, while responding to client escalations, ensuring nothing is overlooked even under pressure.

I have consistently demonstrated persistence and sound judgement when navigating service gaps, resource limitations, or high-risk client circumstances. In one particularly complex and sensitive case, I supported a participant who had disengaged entirely from all formal supports due to longstanding behavioural challenges, repeated placement breakdowns, and a deep mistrust of service providers. Their risk of harm was escalating, yet initial re-engagement efforts were consistently rebuffed. Multiple agencies expressed reluctance to become involved due to the participant’s history of non-compliance, prior service refusals, and the complexity of their psychosocial profile. Undeterred by these barriers, I took a proactive approach to reengagement, identifying rapport-based entry points, reviewing past intervention strategies, and developing a collaborative plan grounded in trauma-informed practice.

Refusing to accept a passive outcome, I escalated the matter to senior clinical and housing stakeholders, developed a coordinated engagement strategy and proposed a multi-agency case conference to share responsibility and mitigate risk. By maintaining consistent communication, balancing empathy with accountability, and demonstrating a clear understanding of the client’s needs and triggers, I was able to facilitate agreement on a shared plan of action. The resulting intervention led to the participant’s re-engagement with services, the allocation of supported transitional housing, and measurable improvements in safety and stability. This experience reaffirmed the value of perseverance, assertive advocacy, and collaborative problem-solving in achieving positive outcomes under complex and high-pressure conditions.

Exceptional communication and emotional intelligence have been central to my success in roles that require immediate rapport-building and adaptive engagement. During my time at Melbourne East Disability Advocacy, I worked with adults with intellectual disabilities to resolve urgent issues related to housing, health, and service access. I employed traumainformed communication techniques to de-escalate highly sensitive interactions, liaised with statutory authorities and advocated for clients' rights in emotionally complex contexts. I take pride in my ability to listen attentively, remain impartial, and speak clearly and authoritatively when required, all while showing care and compassion to those in distress.

I also facilitated a multi-party dispute resolution between a service provider and the family of a participant whose care had been interrupted. Through assertive but empathetic communication, I was able to clarify misunderstandings, rebuild trust, and ensure service reinstatement. In another example, I adjusted my communication techniques to support a non-verbal participant, using visual prompts and simplified written language. The carer later remarked that the participant had never felt so engaged in a formal process, highlighting my ability to adapt communication styles to meet individual needs.

I am recognised for maintaining professional composure in high-stakes, emotionally charged interactions. When a distressed participant refused critical supports and threatened to withdraw entirely, I calmly applied de-escalation techniques, reassured the individual, and introduced alternative pathways they were ultimately willing to accept. My measured, empathetic approach has proven instrumental in diffusing volatile situations and restoring safety and trust. In another instance, I managed a situation involving an agitated family member during a care planning review. The individual was frustrated by perceived service failures and arrived visibly upset. I actively listened, validated their concerns, and calmly clarified procedural constraints and available solutions. By maintaining a composed presence and redirecting the focus to achievable outcomes, I de-escalated tensions and facilitate a constructive outcome that satisfied the family and provider.

Equally, I take great pride in upholding professional standards and supporting colleagues through values-based leadership and collaborative practice. While Acting Team Leader at Scope, I identified that a team member was exhibiting signs of stress that were beginning to affect their engagement and caseload management. Rather than waiting for issues to escalate, I initiated discreet conversations to understand their concerns, facilitated temporary workload adjustments, and offered consistent informal check-ins to monitor wellbeing. I also provided guidance on available internal supports, ensuring they felt safe, respected, and professionally supported. By proactively addressing the situation, I preserved both team cohesion and service quality while reinforcing a culture of empathy and accountability. I believe leadership is demonstrated through competence, foresight, and care, and I strive to model these qualities in every professional interaction, whether guiding a colleague, coordinating a response, or resolving a client crisis.

I learn quickly and continuously seek to expand my capability through feedback and reflective practice. When NDIS pricing and plan structure changes were introduced, I independently reviewed new guidelines, attended briefings, and created summary resources for colleagues. I later delivered peer training sessions to ensure compliance and clarity across the team. Similarly, after transitioning into leadership roles, I sought constructive feedback to refine my delegation and communication skills, ensuring I remained effective and responsive to both clients and team needs. I view learning not as a reactive process, but as an ongoing professional discipline that underpins adaptability and quality service delivery. This mindset has enabled me to remain agile in changing environments and contribute proactively to the improvement of those around me.

I am particularly inspired by Triple Zero Victoria’s mission to serve the Victorian community through the seamless delivery of 24-hour emergency call-taking and dispatch services for Police, Fire, Ambulance, and VICSES. The organisation’s integration of emergency communications is not only nationally unique but globally rare, and it speaks volumes of your commitment to innovation, collaboration and operational excellence. Your values of service, integrity, accountability and respect, align closely with my personal and professional ethos. These principles have consistently guided my practice and interactions, particularly when working with individuals in vulnerable and time-critical circumstances.

The prospect of joining a team that works collaboratively to protect and support the community in moments of acute vulnerability aligns perfectly with my values and career purpose. I am eager to contribute to an organisation that values precision, composure, and compassionate communication under pressure. I welcome the opportunity to apply my extensive background, rapid decision-making skills, and person-centred mindset to a role that has direct and enduring impact on the safety and wellbeing of others.

Please find attached my résumé for your consideration. I sincerely appreciate your time in reviewing my application and welcome the opportunity to further discuss how my background, values, and capabilities align with the vital work of Triple Zero Victoria. I would be honoured to contribute meaningfully to your team and support the safety and wellbeing of the Victorian community through this critical frontline role.

Yours sincerely,

Caroline Baensch

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