QLD Government [EXAMPLES]

QUEENSLAND GOVERNMENT EXAMPLES OF WORK

www.linkedin.com/in/amro-gujral-0180437/

CAREER PROFILE

With over fourteen years of success in regulatory compliance and investigative roles, I am eager to leverage my experience as an Audit and Investigations Officer at the Department of Energy and Climate in the position of Senior Investigator at QBCC I excel in conducting thorough audits, leading complex investigations and interpreting legislative frameworks to ensure adherence. My strategic approach to risk management, strong stakeholder communication skills and commitment to upholding ethical standards are well-aligned with QBCC's mission to foster compliance and resilience within Queensland's building and construction industry. I am enthusiastic about contributing my expertise to QBCC's regulatory initiatives and operational success. My tenure at the Department of Energy and Climate has equipped me with the skills to investigate Ethical Supplier Mandate and Ethical Supplier Threshold non-compliances, manage triage and assessment processes for complaints and coordinate state-wide supplier compliance activities. I excel in preparing reports and recommendations supported by technical insights, ensuring alignment with Queensland Procurement Policy and regulatory standards. These experiences underscore my ability to deliver effective outcomes in high-stakes regulatory environments. I am eager to apply my strategic approach to risk management, strong leadership skills, and dedication to upholding ethical standards to support QBCC's mission of fostering compliance and resilience within Queensland's building and construction industry.

QUALIFICATIONS & TRAINING

2024 CERTIFICATE IV IN GOVERNMENT INVESTIGATIONS

KEY SKILLS & COMPETENCIES

 Auditing: Performs internal audits and reviews working with internal auditors and assists with report writing and finalisation.

 Investigative Skills: Leads and conducts complex investigations, applying legislation, gathering and presenting information.

 Legal and Regulatory Knowledge: Interprets legislation, codes, standards, policies, and guidelines relevant to investigations.

 Risk Management: Evaluates, manages and mitigates risk, developing and implementing risk management strategies.

 Governance: Apply communication and engagement skills to a variety of governance issues in line with strategic objectives.

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

 Resource Management: Plans and manages financial, physical and human resources within set budgetary constraints.

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

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

 Integrity: Represents the organisation in an honest and professional manner, modelling high standards of ethical behaviour.

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

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

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

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

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

EMPLOYMENT HISTORY

2022 - Current DEPARTMENT OF ENERGY AND CLIMATE |

www.energyandclimate.qld.gov.au

53 Albert Street, Brisbane QLD 4000

Audit and Investigations Officer

The Department of Energy and Climate plays a pivotal role in Queensland's sustainable future, focusing on energy policy, climate action, and environmental stewardship. As a key government agency, it is committed to driving innovation and resilience in Queensland's energy sector while leading initiatives to mitigate climate change impacts.

RESPONSIBILITIES:

 Investigate non-compliances with the Ethical Supplier Mandate and Ethical Supplier Threshold resulting from audit activities and complaints for departmental projects.

 Conduct triage and assess allegations, ensuring evidence, assessments, and quality assurance checks are conducted for alleged non-compliances, and facilitate referrals to relevant agencies for further investigation and action.

 Collect and process data from audits, investigations and complaints to inform material and policy development, improving compliance with the Queensland Procurement Policy and advancing the Buy Queensland approach.

 Coordinate the receipt, acknowledgment, and assessment of inquiries and complaints submitted to the Complaints Coordination Referral team, ensuring they meet criteria and are within scope.

 Ensure complaints and non-compliances are appropriately referred to responsible agencies for response and liaise with regulators overseeing specific matters to keep complainants informed and ensure timely resolution

 Investigate complaints related to supplier compliance with the Queensland Procurement Policy, Ethical Supplier Threshold, Ethical Supplier Mandate, Local Benefits Test and Best Practice Principles, and recommend actions for suppliers and procuring agencies

 Prepare reports with recommendations, supported by technical information, resulting from audits or investigations into allegations of supplier breaches of the Queensland Procurement Policy, Ethical Supplier Threshold and Ethical Supplier Mandate.

 Operate independently within the Compliance Branch, demonstrating professional and ethical behaviour in accordance with the Queensland Public Service legislative framework and Code of Conduct, ensuring all complaints, investigations, referrals, information, and data are appropriately managed and recorded.

 Participate in statewide communication activities to educate stakeholders on outcomes of investigated complaints, enhancing understanding of the Queensland Procurement Policy and reducing instances of non-compliance.

 Identify actual or perceived risks of non-compliance and recommend sanctions for substantiated non-compliance against the Ethical Supplier framework.

2010

- 2022

2019 - 2022

2018 - 2019

AUSTRALIAN TAXATION OFFICE (ATO)

| www.ato.gov.au 28 MacGregor Street, Upper Mount Gravatt QLD 4122

Audit Officer (Small Business Assurance)

ATO Graduate Officer (Offshore Tax Evasion)

2017 - 2018 Enforcement Officer (Business Reporting and Registration)

2010 - 2016 Strategic Debt Management Officer

The Australian Taxation Office is the revenue collection agency of the Australian Government, responsible for administering taxation laws, superannuation, and other regulatory frameworks. With a mission to foster voluntary compliance and ensure the integrity of Australia's tax and superannuation systems, the ATO plays a crucial role in funding public services.

Audit Officer (Small Business Assurance) (2019 - 2022)

RESPONSIBILITIES:

 Led forward-looking initiatives as part of the Black Economy Task Force to address income disparities among small businesses, ensuring fair competition and protecting honest business owners.

 Communicated audit findings, conducted risk assessments, and negotiated outcomes with taxpayers, representatives, and stakeholders through effective verbal and written communication.

 Evaluated financial solvency and provided advisory services to individuals and businesses, analysing secure financial statements and supporting documentation to support compliance.

ATO Graduate Officer (Offshore Tax Evasion) (2018 - 2019)

RESPONSIBILITIES:

 Conducted intelligence audits targeting Australian taxpayers linked to the Panama Papers, utilising open-source searches and enforcement agency databases to identify potential offshore tax evasion.

 Assisted in developing risk assessment guidelines for Offshore Tax Evasion (OTE), contributing to strategies aimed at enhancing compliance and detecting non-compliance with offshore tax obligations.

Enforcement Officer (Business Reporting and Registration) (2017 - 2018)

RESPONSIBILITIES:

 Managed and contributed to the verification of Australian Business Numbers (ABNs), ensuring accuracy and compliance within the Australian Business Register.

 Conducted comprehensive risk reviews and audits of suspicious financial activities, utilising investigative techniques to identify non-compliance and potential fraudulent activities.

 Applied penalties within delegated authority, aiming to enhance the content, quality, accuracy, availability, and usability of data on the Australian Business Register.

Strategic Debt Management Officer (2010 - 2016)

RESPONSIBILITIES:

 Utilised strong negotiation skills to facilitate agreements for tax collection, including full payments, partial payments, asset liquidations, loans, and instalment agreements, ensuring equitable outcomes for both taxpayers and the ATO.

 Prepared detailed communication statements and executed collection activities on delinquent accounts and tax obligations, employing enforcement measures when necessary to uphold compliance with tax laws.

 Implemented strategic approaches to debt management, prioritising the recovery of outstanding tax debts while maintaining fair treatment and support for taxpayers facing financial difficulties.

VOLUNTARY WORK

2008

RESPONSIBILITIES:

BRISBANE SIKH TEMPLE

Volunteer

 Arranged educational seminars and cultural events for the community

 Assisted in the preparation of food that is distributed to the general community

 Mentored the younger Sikh generation through Young Sikh Professional Network (YSPN)

 Helped to maintain the cleanliness of the temple premises.

2010 AUSTRALIAN RED CROSS BLOOD SERVICE

Regular Blood Donor RESPONSIBILITIES:

 Played an active role as a blood donor at Australian Red Cross Blood Service.

ICT SKILLS

 Microsoft Office Suite

 Corporate Applications

 Enterprise Client Profile (ECP)

 Australian Business Register (ABR)

PERSONAL DETAILS

NATIONALITY: Australian

 Integrated Core Processing (ICP)

 ARIES

 Mainframe

 MASCOT

 RAPT

 RP Data

 Veda

 Siebel

LANGUAGES: Full proficiency in English, Punjabi and Hindi

HEALTH: Excellent, physically fit, non-smoker

LICENCES: Current Driver’s Licence

INTERESTS: Fitness and nutrition, traveling, culinary arts, real estate and music

PROFESSIONAL REFEREES

Emmanuel Kelis Team Leader

Australian Taxation Office

 (07) 3213 5905

Sandra Cox Team Leader

Australian Taxation Office

 (07) 3853 4261

SANDRA B UNTON

linkedin.com/in/sandra-bunton-a0882875/

Demonstrating an extensive background and qualifications in counselling, psychosocial assessment and trauma-informed therapeutic interventions, I am eager to undertake new challenges as an Allied Health Professional at Queensland Health. Possessing a profound commitment to delivering patient-centric and evidence-based care, I have acquired the proven expertise to navigate complex healthcare environments while effectively advocating for the rights and autonomy of individuals. My proficiency in case management, interdisciplinary collaboration and systemic advocacy ensures the delivery of holistic, equitable and culturally responsive healthcare solutions. Adept at supporting and engaging with diverse stakeholders, I excel in articulating complex clinical concepts with clarity and empathy, fostering trust and facilitating informed decision-making. My strategic approach to service delivery, underpinned by a meticulous understanding of healthcare legislation, ethical compliance and best-practice methodologies, enables me to drive meaningful patient outcomes. Eager to contribute to Queensland Health’s esteemed healthcare framework, I am highly committed to elevating standards of care, whilst enhancing service accessibility and fostering interdisciplinary excellence in allied health practice.

QUALIFICATIONS & TRAINING

2023 - 2024 Diploma of Counselling

Australian Institute of Professional Counsellors

2022 - 2023 Certificate IV in Small Business Entrepreneurship Sarina Russo Institute

2022 - 2023 Certified Clinical Emotional Freedom Practitioner EFT Universe

2020 - 2021 Certified Neuro-Linguistics Practitioner Be You Success Coaching

2012 - 2013 Diploma Vocational Education Training & Diploma Training Design and Development

2011 - 2012 Certificate IV in Training & Assessment, Adult and Continuing Education and Teaching

KEY SKILLS & COMPETENCIES

University of Queensland

University of Queensland

 Advanced Therapeutic Interventions & Clinical Counselling: Expertise in delivering trauma-informed, patient-centred therapeutic interventions to support individuals with psychosocial, mental health and emotional wellbeing challenges.

 Multidisciplinary Healthcare Integration & Collaborative Practice: Proficient in engaging with interdisciplinary teams to develop and implement cohesive, patient-focused healthcare strategies that align with best-practice models.

 Case Formulation & Psychosocial Assessment: Skilled in conducting in-depth clinical assessments, synthesising multifaceted patient data, and formulating evidence-based intervention plans tailored to individual needs.

 Legislative Expertise & Advocacy for Patient Rights: Deep understanding of healthcare legislation, regulatory frameworks, and patient rights advocacy to ensure ethical service provision and patient empowerment.

 Strategic Stakeholder Engagement & Communication: Adept at liaising with multidisciplinary professionals, policy makers and community organisations to foster collaboration and optimise patient care pathways.

 Crisis Intervention & High-Acuity Support: Proficient in de-escalation techniques, safety planning and crisis response, ensuring immediate and effective interventions for individuals in distress.

 Regulatory Compliance & Ethical Healthcare Governance: Strong knowledge of healthcare ethics, confidentiality statutes, and compliance obligations, ensuring adherence to professional standards and legal mandates.

 Professional Development & Clinical Education Facilitation: Experienced in designing and delivering patient rights education, professional upskilling initiatives and community-based health promotion programs.

 Advanced Organisational Leadership & Operational Efficiency: Highly adept at managing complex caseloads, streamlining administrative processes, and maintaining meticulous clinical documentation with precision and efficiency.

 Digital Health Systems & Clinical Informatics Proficiency: Skilled in utilising electronic health records (EHR), data analytics, and digital patient management platforms to enhance service delivery and clinical decision-making.

E MPLOYMENT HISTORY

Aug 2021 - Current SEEN WELLNESS

Brisbane, Queensland

Counsellor & Business Owner

Seen Wellness is a leading holistic health and wellbeing provider offering highly tailored therapeutic services to support mental, emotional, and physical wellness. Their expert team delivers evidence-based interventions, professional coaching, and structured wellness programs designed to empower individuals on their transformative personal wellness journey.

RESPONSIBILITIES:

 Delivered comprehensive psychological assessments, evidence-based interventions and tailored treatment plans to support individuals facing a range of mental health challenges.

 Provided high-standard, culturally responsive counselling, ensuring that clients receive empathetic, ethical and solution-focused support aligned with industry best practices.

 Managed a diverse client portfolio, collaborating closely with psychologists, allied health professionals, and wellness practitioners to optimise therapeutic outcomes.

 Exercised professional autonomy in case planning, intervention strategies, and counselling approaches, while seeking clinical supervision and continuous professional development as needed.

 Adhered to industry regulations, ethical guidelines and service excellence frameworks, ensuring the highest quality of client care, privacy, and confidentiality.

 Equipped clients with practical coping strategies, resilience-building techniques, and self-awareness skills, fostering long-term personal growth and emotional regulation.

 Designed and facilitated wellness workshops, support groups, and educational sessions, addressing topics such as stress management, emotional well-being and mindfulness practices.

 Integrated latest psychological research and clinical advancements into therapeutic practice, ensuring clients receive the most effective and up-to-date support.

 Provided immediate support and crisis intervention for clients experiencing acute distress, applying de-escalation techniques and safety planning when necessary.

 Established and expanded Seen Wellness, developing marketing strategies, operational frameworks, and client engagement initiatives to enhance service reach and impact.

KEY ACHIEVEMENTS:

 Established a High-Impact Wellness Practice: Successfully built and launched a client-focused counselling business, integrating holistic and evidence-based wellness strategies to support diverse client needs.

 Enhanced Therapeutic Outcomes: Developed and implemented individualised intervention plans, leading to measurable improvements in client mental health, resilience, and emotional regulation.

 Community Impact & Awareness: Designed and delivered mental health workshops and support groups, increasing community engagement and awareness of holistic wellness practices.

Jan 2023 - Current FOX GAMES

Brisbane, Queensland

Sep 2023 - Current Counsellor

Jan 2023 - Aug 2023 Business Development Manager

Fox Games is an NDIS provider specialising in therapeutic interventions for neurodivergent children, supporting their social, emotional, and cognitive development. Utilising evidence-based approaches and individualised treatment plans, Fox Games facilitates skill-building in social communication, emotional regulation, and adaptive functioning, enhancing their ability to engage meaningfully with family, peers, and broader social environments.

RESPONSIBILITIES:

 Delivered individual and group therapy sessions for clients, addressing challenges related to stress management, addiction recovery and mental resilience in social settings.

 Provided therapeutic guidance to a complex client caseload, exercising independent clinical decision-making and advanced problem-solving skills while collaborating within a multidisciplinary and interdisciplinary healthcare team.

 Conducted needs assessments and developed individualised, evidence-based recovery plans, integrating validated screening tools and psychological frameworks to monitor progress and optimise long-term intervention strategies.

 Applied advanced person-centred and trauma-sensitive counselling techniques, incorporating Cognitive Behavioural Therapy (CBT), structured mindfulness practices, and resilience-based psychological strategies to support recovery and promote long-term emotional wellbeing.

 Partnered with NDIS support teams, therapists, allied health practitioners, and mental healthcare professionals, ensuring a multi-faceted, and holistic client care approach tailored to the unique needs of each individual.

 Engaged parents, primary carers, and broader client support networks in the therapeutic process, fostering inclusive, strength-based collaborative solutions and enhancing overall family resilience and support systems.

 Maintained comprehensive and detailed client records, clinical documentation, and structured progress reports, ensuring full adherence to legal, ethical, regulatory, and professional healthcare standards

 Contributed to the continuous evaluation, refinement, and enhancement of Fox Games' mental health programs, identifying opportunities for program innovation, therapeutic development, and best-practice clinical integration

E MPLOYMENT HISTORY

KEY ACHIEVEMENTS:

 Enhanced Client Recovery Outcomes: Successfully implemented tailored therapeutic interventions, resulting in measurable improvements in client mental resilience and emotional regulation.

 Strengthened Multidisciplinary Collaboration: Built seamless working relationships with allied health professionals, ensuring integrated, client-centred support across multiple domains.

 Fostered a psychologically safe therapeutic environment: Developed a consistently supportive, nurturing and psychologically safe therapeutic environment for all clients, facilitating personal growth, emotional confidence, self-awareness, and resilience-building throughout their entire recovery journey.

Jan 2020 - Dec 2021

Jan 2018 - Dec 2019

RESPONSIBILITIES:

PROFESSIONAL DEVELOPMENT - CAREER BREAK

Full time study in Neuro-Linguistics & Clinical Emotional Freedom Technique

THIRSTY COW CHARITY (NFP)

Brisbane, Queensland

Business Development Manager

 Conceptualised, developed, and successfully implemented a comprehensive, multi-faceted fundraising strategy, strategically incorporating innovative Tap-to-Donate technology to optimise the donation process, improve operational efficiency, and significantly enhance donor engagement and retention.

 Proactively initiated, coordinated, and managed cold calling efforts while systematically following up on pre-qualified warm leads via personalised phone calls, targeted emails, and strategic in-person outreach, effectively securing new donor commitments and high-value sponsorship agreements.

 Established, nurtured and maintained strong relationships with key hosting entities, fostering long-term partnerships that ensured ongoing support, resource allocation, and the strategic expansion of the charity’s donation network.

 Oversaw, administered, and continuously monitored the tracking, management, and secure logging of donation equipment, maintaining a meticulously updated and highly accurate database that recorded device locations, realtime usage statistics, and key performance metrics.

KEY ACHIEVEMENTS:

 Significantly Increased Charitable Donation Revenue: Spearheaded the implementation of innovative Tap-to-Donate technology, resulting in a substantial and quantifiable increase in donor engagement levels and financial contributions.

 Strategically Expanded Donor and Corporate Sponsorship Network: Proactively developed, nurtured, and solidified longterm partnerships with key stakeholders, enhancing the charity’s visibility, financial sustainability, and capacity to support its mission-driven initiatives.

Jun 2016 - Dec 2018

CREW TRAINING AUSTRALIA

Brisbane, Queensland

Director/Co-Founder

Crew Training Australia provides industry-leading training and national certification for professionals working in aviation Their hands-on technical courses ensure trainees develop advanced practical skills, heightened safety awareness, and specialised technical expertise required to excel in the high-pressure aviation industry

RESPONSIBILITIES:

 Designed and implemented training programs, integrating Neuro-Linguistic Programming (NLP) and personal resilience techniques, ensuring alignment with Civil Aviation Safety Authority (CASA) standards for cabin crew training.

 Spearheaded brand positioning, digital marketing strategies, and corporate identity development, managing a team of Brand & Digital Marketing Consultants to drive market penetration and visibility.

 Developed and structured courseware in strict adherence to CASA regulations, ensuring that training programs met industry compliance standards and accreditation requirements.

 Led the recruitment, engagement, and management of Aircrew Consultants, facilitating the development of specialised training modules tailored to industry-specific needs.

 Identified growth opportunities, forged key industry partnerships, and established B2B and B2C engagement strategies, expanding market reach and increasing enrolment.

 Designed and executed targeted marketing campaigns, leveraging digital platforms and strategic partnerships to enhance brand awareness and drive customer engagement.

 Established internal operational policies and procedures, optimising training delivery, administration processes, and compliance frameworks to enhance efficiency and maintain high training standards.

KEY ACHIEVEMENTS:

 Successful CASA Accreditation: Developed and delivered a fully CASA-compliant training program, positioning Crew Training Australia as a recognised and reputable training provider in the aviation sector.

 Expanded Market Presence: Implemented a strategic marketing and branding overhaul, resulting in increased enrolment rates and strengthened partnerships with key industry stakeholders.

E MPLOYMENT HISTORY

Jan 2013 - Dec 2014

AVIATION AUSTRALIA

Brisbane, Queensland

Administration/Reception/Training Support

Aviation Australia is a premier aviation training provider, delivering world-class education in aircraft maintenance, cabin crew training, and aviation management. Committed to excellence, the organisation collaborates with industry leaders to ensure graduates meet global aviation standards. With a strong focus on safety, innovation, and hands-on experience,

RESPONSIBILITIES:

 Managed training schedules, resource allocation and project timelines, ensuring course delivery and efficiency.

 Served as the primary liaison for Qantas and Virgin Australia, maintaining strong partnerships and ensuring alignment with corporate training objectives.

 Coordinated training logistics, equipment scheduling and venue hire, negotiating contracts to optimise resource utilisation.

 Assessed and identified internal and external stakeholders, ensuring collaboration to meet strategic training objectives.

 Partnered with cross-functional teams, aligning expectations to enhance training and improve stakeholder satisfaction.

 Proactively identified and resolved operational challenges that could impact student and client experiences, implementing solutions to improve overall service delivery.

 Oversaw electronic filing systems, updated client records and maintained compliance with documentation standards to streamline administrative processes.

 Assisted with a broad range of administrative functions, ensuring smooth daily operations and organisational efficiency.

 Facilitated online classroom management, supporting students and trainers in virtual and face-to-face learning.

 Delivered a welcoming and professional onboarding experience for new students, ensuring a positive and supportive learning journey.

 Organised incursions, practical assessments, graduation ceremonies and career days, enhancing student engagement and industry exposure.

KEY ACHIEVEMENTS:

 Optimised Training Delivery: Successfully implemented a structured training schedule for key airline partners, leading to improved resource efficiency and student satisfaction.

 Enhanced Stakeholder Collaboration: Strengthened relationships with Qantas and Virgin Australia, improving communication channels and increasing industry engagement in training programs.

EARLIER WORK HISTORY

VOLUNTARY WORK

PROFESSIONAL REFEREES

RUCHI PATHAK

CAREER PROFILE

As a computer savvy, organised and efficient administration professional with considerable training and experience in the health sector, I am actively pursuing a new career opportunity as a Senior Administration Officer with Queensland Health at Royal Brisbane and Women's Hospital with the desire to undertake make a positive impact in the Queensland public service. I have demonstrated a proven track record of accomplishment in the provision of high-level administration and executive support, encompassing diary scheduling and management, including booking of meeting facilities and equipment, meeting coordination, managing reports, correspondence and analysis of financial information. As an experienced Practice Manager, I have managed efficient operations and optimised service delivery, supervised team members and assumed direct accountability for key decision making. I am confident I would make a positive contribution to your team with the capacity to supervise, coordinate and support frontline administration to perform daily activities and rostering requirements for Ward Administration Services and Central Messenger Services.

QUALIFICATIONS & TRAINING

2022 ICH-GCP

2019 Certification in Medical Terminology

2018 Masters of Hospital Administration (Equivalent to Australian Master Degree in AQF)

2015 Bachelor of Dental Surgery (Pre-Dentistry)

KEY SKILLS & COMPETENCIES

Clueo Clinical

Wesley Institute of Training

Sri Dev Suman Uttarakhand University

NIMS Dental College

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

 Practice Management: Manages and optimises day-to-day operations, meeting service delivery standards and key objectives.

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

 Technology: Proficient using MS Word, Teams, PowerPoint, Excel, OneNote, WebPas, Yammer, health systems and databases.

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

 Resource Management: Plans and manages financial, physical and human resources within available budgetary constraints.

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

 Patient Service: Provides high quality patient service, handling complex enquiries and optimising the patient experience.

 Policy Development: Reviews and develops policies and procedures, according to identified needs and strategic direction.

 Project Support: Assists in delivering projects and initiatives, ensuring time, cost, quality and requirements are achieved.

 Integrity: Represents the organisation in an honest and professional manner, modelling high standards of ethical behaviour.

 Finance: Adept in financial management, processing of invoices, managing budgets, report writing and financial analysis.

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

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

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

 Time Management: Well organised and highly efficient, with the ability to manage tasks, schedules and changing priorities. linkedin.com/in/ruchi-pathak-578048b6/

EMPLOYMENT HISTORY

Oct 2022 - Current BRISBANE PRIVATE HOSPITAL | www.brisbaneprivatehospital.com.au

Brisbane, Queensland

Hospital Administration Officer | Hospital Ward Administration Department

At Brisbane Private our main focus is our patients and providing them with quality healthcare outcomes. Each year we treat over 20,000 patients with the assistance from our 700 visiting medical officers and our dedicated team of 500 healthcare professionals. Our 181 bed private hospital is located at the top of the Wickham Terrace, Brisbane’s busiest medical precinct, in the heart of the CBD.

RESPONSIBILITIES:

 Perform a broad range of general administration duties including word processing, formatting, photocopying, data entry, information/paperwork dissemination and filing in a high demand team orientated environment, achieving key objectives.

 Plan, prioritise and organise work activities to achieve work outcomes and apply a high level of knowledge and accuracy.

 Update confidential patient data and ensure doctors, nurses and other professionals, have access to patients’ medical records.

 Undertake regular collaboration with intake nurses and doctors in obtaining an informed consent for treatment eligible patients, ensuring that they fully understand all aspects of the proposed treatment program and financial aspects.

 Work in close collaboration with doctors, nurses, pharmacists, and other health care personnel to ensure quality and continuity of care for alcohol and/or prescribed and over-the-counter drugs addiction patients.

 Ensure that source documentation on the medical record is complete at all times and ensure that all documentation on the patient medical charts are completed and complied in a timely and comprehensive manner.

 Maintain clinical information documents relevant to the treatment including initial and subsequent visits in medical records.

 Coordinate treatment programmes of study patients with intake officers in line with study guidelines before patient admission.

 Work within all systems required by the hospital and clients as applicable, including the timely and accurate entries of data, reviews, and approvals as they arise, and report generation.

ACHIEVEMENTS:

 Completed tasks within required timeframes whilst maintaining a high level of confidentiality at all times.

 Provided a high level of administrative support and assistance to staff and management as required.

Aug 2020 - Oct 2022 DENTAGLOW | www.dentaglow.com

Taigum, Queensland

Dental & Clinical Patient Specialist

From the time DentaGlow first opened the doors of our Taigum location on Australia Day, 2014, we have been providing our patients with exceptional quality dentistry at affordable prices. Since that time DentaGlow has grown exponentially, with an excellent reputation to our commitment to proving excellent customer service, high quality care and fantastic results.

RESPONSIBILITIES:

 Provided services for children and adults for dental conditions, educated patients on dental hygiene, pre-surgical instructions and post-surgical care, recorded patient health histories, documented symptoms and analysed records prior to appointments.

 Maintained the computer database efficiently using D4W by updating patient information and adhering to privacy laws.

 Assisted dentists in restoring teeth by applying permanent and temporary fillings and crowns with infection control protocol.

 Prepared patient x-rays and images for review by the Dentist and assisted with RCT, extraction and implant procedures.

ACHIEVEMENTS:

 Maintained strict patient privacy and confidentiality while maintaining accuracy of patient files and records

 Demonstrated exceptional communication skills, focused on consultations to determine the best treatment plans.

Apr 2019 - Jul 2020 ST

PRIVATE HOSPITAL | www.svph.org.au MATER HOSPITAL | www.mater.org.au

Brisbane, Queensland

Hospital Administrator (Volunteer)

St Vincent's Private Hospital Brisbane is a hospital located in the suburb of Kangaroo Point in Brisbane Mater Hospital Brisbane provides a wide range of adult surgical, medical and cancer services to the public, featuring a 24 hour adult emergency department, intensive and coronary care, day surgery, day oncology and day respite, as well as busy medical, cancer and surgical units.

RESPONSIBILITIES:

 Collaborated with administrative staff to effectively improve safety, comfort, and care of patients.

 Worked at the front door to take contact information and escort patients to destinations within the hospital.

 Collated clinical documentation admission packs and applied patient identification labels to paperwork and assets.

 Undertook extensive records management, health assessment and medication summaries.

 Reviewed care-path stock and notified staff when stock was required.

INTERNATIONAL EXPERIENCE

Mar 2017 - Jun 2018 FORTIS HOSPITAL

New Delhi, India

Patient Experience Officer

RESPONSIBILITIES:

 Provided support to other risk management positions and conducted risk assessments to focus on operational improvement.

 Served on committees and collaborated with various stakeholders to provide support on issues on integrated health services.

 Maintained exceptional communication and interpersonal skills, enabling a strong connection with patients and team members.

 Managed grievances in relation to patient admission and discharge to provided solutions and decisions in OPD and IPD.

 Supervised the Director’s team members from Front Office to Welfare Officers to provide excellent customer service.

 Maintained strict patient privacy and confidentiality whilst maintaining the accuracy of patient files and records.

 Managed Quality Assurance Programs which included site evaluations, internal audits, and customer surveys.

 Demonstrated a commitment to keeping up-to-date with the latest industry trends and advancements.

ACHIEVEMENTS:

 Implemented action plans and SOP to correct existing problems to meet accreditation standards.

 Successfully performed multitasking and maintained attention to detail to ensure the smooth operation of the practice.

 Implemented ICH -GCP guidelines, managed hospital operations, patient welfare, continuity quality improvement, patient care services and patient grievances in an efficient and effective manner.

Apr 2015 - Mar 2017

RESPONSIBILITIES:

MANSAROVAR DENTAL CLINIC

Jaipur, India

Dentist & Practice Manager

 Oversaw day-to-day operations from appointment scheduling to inventory management with precision and efficiency.

 Nurtured a warm and highly welcoming environment, ensuring patients are comfortable from the moment they arrive.

 Led, managed, coached, directed and mentored a dental team, motivating them to deliver exceptional patient care.

 Collaborated closely with dental professionals, maintaining open communication channels and cultivating relationships.

 Conducted patient examinations while screening for jaw/tongue cancers through the inspection of teeth and soft oral tissues.

 Administered anaesthetics and sedatives to control patient pain and reduce stress for anxious patients during procedures.

 Extracted teeth, performed root canals, and filled cavities with dedication to pain management.

 Interpreted x-rays to make accurate diagnoses and decisions about treatment plans.

ACHIEVEMENTS:

 Implemented strategic initiatives to enhance practice productivity and profitability, with a toothy grin and a touch of brilliance.

 Improved patient comfort by providing calm and professional care, explaining procedures , medications and managing plans.

PERSONAL DETAILS

NATIONALITY: Indian and Australian Permanent Resident

LANGUAGES: Fluent English, Hindi, Marwari and Maithili

HEALTH: Excellent, physically fit, non-smoker

LICENCES: Australian Current Driver’s Licence

INTERESTS: Singing and playing badminton

PROFESSIONAL REFEREES

Brigid O’Rielley (Administration Manager)

Hospital Administration Officer, Brisbane

Brisbane Private Hospital

Brisbane, Queensland

 0450 220 963

 brigid.orielley@healthscope.com.au

Dr Jigar Patel (Dentist)

Dental and Clinical Patient Specialist

Dentaglow

Taigum, Queensland

 0487 604 987

 drjigarpatel1@gmail.com

KELLY BENSON

Possessing an extensive tenure exceeding two decades in Queensland Corrective Services, I offer a distinguished record of achievement across sentence administration, legislative interpretation, strategic stakeholder engagement and complex risk mitigation. Keen to undertake new challenges, I am eager to leverage this depth of expertise in the role of Principal Adviser, where I can contribute authoritative guidance on classification, placement, sentence calculation and custodial governance. My career trajectory reflects a consistent commitment to statutory compliance, procedural integrity and the implementation of high-level policy reform. Having held multifaceted roles within community corrections, sentence management and operational leadership, I possess a holistic understanding of correctional frameworks and institutional accountabilities. I am driven to support executive leadership through incisive analysis, advanced advisory capabilities and the provision of solutions that promote the lawful, ethical, and efficient management of custodial populations. I am excited to contribute meaningfully to correctional excellence and public safety outcomes across Queensland.

QUALIFICATIONS

2024 Graduate Diploma of Legal Practice

Bond University 2023 Bachelor of Laws University of Southern Queensland

2007 Diploma of Government TAFE Queensland

QCS IN - SERVICE TRAINING

 Ethical Standards

 Cultural Awareness

 Sentence Administration

 Workplace Health & Safety

 Fire Prevention and Management

 Suicide Prevention and Awareness

 Information Security and Management

KEY SKILLS & COMPETENCIES

 Public Entities and the Queensland Human Rights Act 2019

 Evidence Based Case Management

 CCTV Monitoring and Maintenance

 Offender Management Framework

 Code of Conduct

 Equity

 MATE

 Sentence Calculation and Administration: Highly skilled in sentence calculation and the application of statutory provisions to ensure lawful detention and accurate prisoner release, aligning with legislative requirements and court orders.

 Knowledge of Sentence Management Practices: Extensive experience in classification, placement, capacity utilisation and sentence administration, gained through senior roles in Queensland Corrective Services.

 High-Level Legislative Interpretation and Application: Advanced ability to interpret complex legal instruments, including court orders and legislation, to inform decision-making and policy development within a custodial context.

 Strategic Risk Identification and Mitigation: Proven capability in identifying and managing risks related to prisoner misclassification, unlawful detention, discharges in error, and privacy breaches, with effective mitigation strategies.

 Policy Oversight and Legislative Reform Contribution: Adept in the development, review, and implementation of sentence management policy, COPD updates, and legislative initiatives to improve procedural compliance and efficiency.

 Legal Representation and Communication Excellence: Experienced in preparing detailed legal advice requests, drafting field communications, and representing QCS in legal proceedings related to sentence management operations.

 Stakeholder Engagement and Consultation: Demonstrated success in liaising with internal and external stakeholders, including legal practitioners, QCS staff, judicial bodies, and prisoners, to resolve sensitive and complex management issues.

 Operational Systems and Information Management: Skilled in using and enhancing core QCS systems such as IOMS and Controls Reporting Services to support accurate reporting, sentence tracking, and operational improvements.

 Leadership, Mentorship and Capacity Building: Strong leadership background with a focus on mentoring, training coordination through the QCS Academy, and guiding SMS teams to ensure compliance and workforce capability.

 Analytical Thinking and Decision-Making: Exceptional analytical skills used to assess sentence management issues, investigate operational trends, and deliver evidence-based, high-quality advice to senior leadership.

EMPLOYMENT HISTORY

Jan 2003 - Current QUEENSLAND CORRECTIVE

SERVICES

Hervey Bay, Queensland

Aug 2016 - Current Sentence Planning Coordinator (Substantive), Serious Offenders Unit

May 2006 - Aug 2016

Jan 2004 - May 2006

Jan 2003 - Jan 2004

Sentence Planning Adviser

Procurement Advisor

Bulk Stores Officer

Queensland Corrective Services (QCS) is a vital public safety agency committed to the humane management and rehabilitation of prisoners and offenders across the state. With a focus on lawful detention, evidence-based practices and reducing recidivism, QCS plays a central role in enhancing community safety. The agency operates through a diverse, skilled workforce dedicated to professional integrity, accountability and continuous improvement.

RELIEVING ROLES:

 Advisor Business Services

 Executive Support Officer, General Manager’s Office

 Manager, Sentence Management Services

 Psychological Services Support Officer, Psychological Services Unit

 Assistant Manager Sentence Management Services

 Senior Adviser, Specialist Operations

 Senior Adviser, Sentence Administration

 Senior Case Manager, Hervey Bay Community Corrections

 Probation Services Officer, Hervey Bay Community Corrections

 Intelligence Analyst, Central Region, Community Corrections

Sentence Planning Coordinator (Substantive), Serious Offenders Unit

RESPONSIBILITIES:

 Coordinate complex sentence management functions within custodial centres and hub-based environments, ensuring the lawful detention and progression of prisoners in accordance with legislative, judicial and departmental frameworks.

 Conduct comprehensive prisoner assessments, facilitate offender engagement, and prepare detailed reports to support judicial processes, parole applications, and internal decision-making.

 Supervise and provide operational leadership to multidisciplinary teams, ensuring timely service delivery aligned with statutory obligations, procedural directives, and organisational KPIs.

 Accurately interpret court-issued sentencing documentation and police information to determine custodial timeframes and ensure legal compliance with release and supervision conditions.

 Manage critical administrative processes including sentence commencement and end date entries, remand status updates, bail variations, and discharge documentation across manual and electronic systems.

 Lead the coordination and delivery of parole-related activities including prisoner interviews, high-level suitability assessments, and the preparation of comprehensive submissions for Queensland Parole Board consideration.

 Facilitate and/or chair prisoner panels related to classification, placement, and risk assessment; ensure report accuracy and data integrity to support informed, lawful decision-making.

 Maintain accurate and timely recording of parole decisions and sentence administration actions within IOMS and associated documentation platforms.

 Prepare, dispatch, and explain official correspondence relating to sentence outcomes and parole decisions to prisoners, ensuring transparency, procedural fairness, and comprehension.

 Draft internal and external communications to departmental stakeholders, courts, and oversight bodies regarding sentence administration matters.

 Promote performance excellence and workplace accountability by supervising team performance, contributing to staff development, and ensuring adherence to ethical standards and WHS legislation.

ACHIEVEMENTS:

 Consistently recognised by executive leadership and the Queensland Parole Board Secretariat for exemplary analytical skills, attention to legislative detail, and the production of high-quality parole reports.

 Solely entrusted with the preparation of parole suitability assessments for the highest-risk offender cohort across Queensland, navigating complex legislative considerations and provide evidence-based recommendations.

 Acknowledged for exceptional report writing standards, with outputs routinely referenced as best-practice exemplars during internal quality audits and professional development sessions.

Sentence Planning Adviser

RESPONSIBILITIES:

 Contributed to the operational delivery of Sentence Management Services across both correctional centres and hubbased environments, ensuring the lawful and efficient administration of prisoner sentences in accordance with departmental procedures and legislative frameworks.

 Conducted timely and accurate assessments of newly admitted prisoners, verifying sentencing documentation and judicial instruments to confirm lawful detention and supervision arrangements.

 Maintained strict compliance with established policies and custodial directives by overseeing critical administrative functions, including sentence entry, remand management, and sentence recalculations.

 Demonstrated a sound understanding of the criminal justice system and the statutory provisions underpinning custodial operations, with the ability to interpret complex legal information and translate it into actionable outcomes.

 Applied strong written and verbal communication skills to prepare clear, concise, and compliant documentation, ensuring procedural transparency and supporting judicial and operational decision-making.

 Maintained data integrity within offender management systems, contributing to sentence accuracy and timely service delivery across multiple custodial jurisdictions.

EMPLOYMENT HISTORY

ACHIEVEMENTS:

 Recognised for advanced problem-solving capabilities and resilience in a high-pressure, legislated environment, consistently meeting complex operational challenges with diligence and accuracy.

 Effectively prioritised and coordinated competing demands through strong planning and organisational skills, ensuring all sentencing and administrative actions were delivered within tight procedural deadlines.

 Leveraged advanced interpersonal and negotiation skills to foster productive relationships with internal and external stakeholders, supporting collaborative sentence management and improved custodial outcomes.

Procurement Advisor

RESPONSIBILITIES:

 Oversaw procurement and contract management strategies to ensure alignment with departmental objectives, legislative compliance, and the application of best practice principles across all procurement activities.

 Provided strategic advice and comprehensive reporting to senior leadership on procurement policy implementation, governance frameworks, and the operational impact of major procurement initiatives.

 Established and maintained strong working relationships with internal business units and external suppliers to promote transparent, efficient, and accountable procurement processes.

 Championed procurement's strategic role within the organisation by leading change management efforts and promoting awareness of governance responsibilities across operational units.

 Administered procurement risk management systems to proactively identify, monitor, and mitigate risks, ensuring high standards of probity, audit readiness, and regulatory compliance.

 Maintained critical compliance registers and contributed to the accuracy and currency of procurement content across online platforms, including SharePoint and internal reporting systems.

ACHIEVEMENTS:

 Successfully improved procurement transparency and operational efficiency by standardising governance documentation and contributing to the redesign of internal compliance processes.

 Played a pivotal role in enhancing stakeholder engagement by embedding clear communication protocols and contributing to training initiatives on procurement best practice.

 Recognised for strengthening risk mitigation frameworks through the introduction of improved monitoring tools and more robust reporting procedures, resulting in strengthened audit outcomes.

Bulk Stores Officer

RESPONSIBILITIES:

 Coordinated the receipt, storage, distribution, and inventory management of bulk goods, equipment, and consumables to support custodial centre operations and service continuity.

 Maintained accurate records of stock movements, monitored inventory levels, and initiated replenishment orders in accordance with procurement policies and budgetary controls.

 Conducted regular stocktakes and audits to ensure compliance with financial management regulations, audit standards, and departmental asset management procedures.

 Liaised with internal stakeholders and external suppliers to confirm timely delivery of goods and resolve discrepancies related to quality, quantity, or delivery timelines.

 Ensured secure handling, storage, and tracking of all inventory items, maintaining adherence to workplace health and safety standards and site-specific operational protocols.

 Utilised inventory and asset management systems to update records, generate reports, and maintain traceability of all stock transactions.

ACHIEVEMENTS:

 Streamlined inventory management processes by implementing improved stock tracking methods, reducing waste and ensuring consistent availability of critical operational supplies.

 Commended for maintaining high levels of accuracy and accountability in all stock-related documentation, contributing to successful compliance outcomes in internal audits.

 Contributed to improved operational efficiency by developing proactive stock monitoring routines and fostering effective communication channels with procurement and operational teams.

PREVIOUS EXPERIENCE

Jun 2018 - Nov 2018

Feb 2002 - Jan 2003

FITZROY AUSTRALIA RESOURCES

Coppabella, Queensland

KINGFISHER BAY RESORT & VILLAGE

K’Gari Island

Jun 2000 - Feb 2002 THE ADVENTURE TRAVEL CENTRE

Jan 1999 - May 2000

Hervey Bay

CEDAR CREEK LODGES

Mt Tamborine

Health Safety and Training Officer

Engineering Support Officer

Property Administrator (Supervisor)

Property Administrator

Front Office Manager

PROFESSIONAL DEVELOPMENT

Maybo Australia and New Zealand

Safer De-Escalation

Queensland Corrective Services Academy

Public Entities and the Queensland Human Rights Act 2019

Electronic Monitoring Systems Management

Sentence Management Services

Career Development Program

Sentence Calculations

TAAASS401C - Plan and Organise Assessments

TAAASS402C - Assess Competence

TAAASS401C - Plan and Organise Assessments

Certification Level 3A - Intermediate Procurement Planning

Electronic Monitoring Systems Management

Queensland Corrective Services

ATP013 - Intelligence Awareness

Certification Level 1 - Purchasing Awareness

Mental Health First Aid Australia

Aboriginal and Torres Strait Islander Mental Health First Aid

Human Rights Commission

Introduction to the Queensland Human Rights Act 2019

Morrissey Training

HLTPAT005 - Collect Specimens for Drugs of Abuse Testing

PROFESSIONAL REFEREES

Catherine McKeehan

A/Supervisor

Hervey Bay Community Corrections

 (07) 4197 3300

Lachlan McIntyre

Senior Advisor - Offender Services

Offender Rehabilitation and Management Services

 0407 692 816

Queensland Training and Development

RIIRIS402D - Conduct Risk Management Processes

RIIWHS301D - Conduct Safety and Health Investigations

RIIRIS301D - Apply Risk Management Processes

RIICOM301D - Communicate Information

SIMTARS

RIICOM201D - Communicate in the Workplace

RIIERR205D - Apply Initial Response First Aid

RIIERR302D - Respond to Local Emergencies and Incidents

RIIGOV201D - Comply with Site Work Processes/Procedures

RIIRIS201D - Conduct Local Risk Control

RIIWHS201D - Work Safely and Follow WHS Policies & Procedures

Queensland Parliamentary Education & Training

Parliament and Government Processes

Central Queensland University

Certification Level 3B - Communication and negotiation in purchasing

Certification Level 3C - Intermediate Procurement Contract

Management

Certification Level 2 - Basic purchasing capabilities

OPERATIONS SUPERVISOR

Queensland Ambulance Service

Demonstrated capabilities and experience in managing the complex and diverse coordination of pre-hospital care delivery, within a demanding operational emergency service environment.

Over the past eleven years, I have successfully controlled several major incidents for two jurisdictional ambulance services, efficiently managing the complex and diverse coordination of pre-hospital care delivery. During my tenure as the Coordinator for the NSW Ambulance response to the Sydney anti-Islam film protests in September 2012, numerous police and protestors were injured. On the afternoon of 15 September 2012, I was was notified by NSW Police there was a riot and police officers were severely injured in the Sydney CBD. I was informed the United States Embassy had enacted a lockdown protocol and had activated their security teams internally and externally to the Embassy. I was immediately tasked to establish the organisation’s response priorities, plan and coordinate a response, monitor the ongoing organisation’s work plans and procedures. Firstly, I established we needed a coordinated response with an access and egress route. Secondly, I needed to ascertain if the location of the injured police and protestors was safe for ambulances to enter. To achieve objectives, I liaised with the Government Coordination Centre to establish accurate CCTV information on the scene in real time. Secondly, I planned a larger scale and coordinated response invoking the state escalation procedure for major incidents and this included setting up incremental staging locations. While planning these priorities, I was undertaking business as usual response operations and continually monitoring my existing work plans. Whilst planning this incident, I achieved a controlled and coordinated response to a challenging operational demand incident. Relying upon principles of major incident management, it allowed me to implement safe, systematic processes that ensured the organisation could function efficiently, keeping our staff and the public safe.

Detailed knowledge and understanding of issues affecting the delivery of ambulance services and the proven ability to apply resource management principles to support the provision of high quality pre-hospital patient care to the Queensland community. I acutely understand issues affecting the delivery of ambulance services with experience applying resource management principles to support the provision of high quality pre-hospital patient care. In 2012-2014, I assisted in the evaluation, review and reform of the NSW Ambulance Control Centre’s through my contributions in the policy and procedures working group, which focused on gathering current trends and research into jurisdictional ambulance services in relation to control centre layouts, communications software, staff development, operational processes and state systems/governance. In this role, I liaised with government policy units and the executive branch of ambulance to match the contemporary evolving needs of a multifaceted organisation, to best support patients, staff and the organisation. I collected research which was response coding of ProQA determinants from each ambulance service within Australia as well as patient disposition data in relation to the response coding currently used by the organisation. This information was used to assist the review, in line with project and resource management principles and practices, the same as utilised by the QAS, including research principles and practices. My collaboration with other ambulance services allowed each organisation to share their ongoing contemporary issues. Information sharing allowed for greater research and understanding and enabled Ambulance Victoria to reduce the number of MICA responses to ineffective breathing incidents, increasing MICA availability for the critical patients that they are needed for. My application of business and resource management principles in this project allowed the organisation to onboard the upgrade of the ProQA software, upgrade from VisiCAD to InformCAD, and changed response determinants to allow greater virtual care incident capture, reducing the number of on road responses, freeing up hospitals emergency departments and activating other primary health care options. Furthermore, upgrades to the computer systems allowed the software upgrades to provide updated evidenced based aspirin administration, which will improve patient outcomes in certain conditions while awaiting an ambulance.

Demonstrated well-developed communication, negotiation, consultation and collaboration skills and the proven ability to build and maintain productive relationships with partners and key stakeholders, in particular, Queensland Health Hospital and Health Services staff throughout Queensland.

Communicating professionally with influence and credibility, I possess highly developed written and verbal communication skills with experience engaging and collaborating with internal and external stakeholders. I have exceptionally well-developed communication skills that I have perfected over my time working in management roles, predominantly within ambulance control centres. I frequently communicat e with in -field supervisors, patients via the phone and with people from a non-English speaking backgrounds in relation to the provision of ambulance services. My ability to negotiate and consult has been tested and proven many times whether that has been liaising with the aeromedical retrieval service regarding appropriate hospital destinations for our patients or with cardiology centres around thrombolysis administration in the field. I have a well-established ability to both consult and negotiate whether that is with patients, consumers, medical staff, corporate staff, external agencies, or conversely in management roles I have performed similar negotiations with ambulance crews and hospital staff around bed block and offload strategies.

I possess highly developed written communication skills with the ability to produce a diverse array of documentation with the capacity to express facts clearly and concisely with information presented professionally to the targeted audience including policy reports and briefings I have compiled coronial briefings, prosecution briefs of evidence and commander situation reports as a Police Officer with the NSW Police Force. Additionally in my work at both NSW Ambulance and Ambulance Victoria, I have drafted and completed many situation reports, incident briefings and executive summaries from a large number of major incidents, including The Quakers Hill nursing home fire, the NSW bushfire emergency 2019/2020, fatal police crash killing two on duty highway patrol members in Victoria and major event debriefing reports for New Year’s Eve and Mardi Gras. In my work as an Area Manager at St John Ambulance Australia (NSW), I developed reports and recommendations for State and Local Emergency Management Committee, advising of the organisation’s capabilities, providing recommendations from root cause analysis investigations and proposed changes to emergency operations.

Demonstrated well-developed analytical and problem-solving skills to contribute towards the development, implementation and review of regional operational plans, policies, standards, local work practices and service improvement initiatives.

I have demonstrated high-level analytical and conceptual skills daily in the planning and organising of workloads, managing and developing processes, identifying and analysing facts, developing workable solutions or recommending corrective action. In 2013, 2014 and 2015, I coordinated the NSW Ambulance response to New Year’s Eve in the Sydney CBD as the Liaison Officer in the Government Coordination Centre (GCC). I was assigned to build functional and solid working relationships with key stakeholders who were central representatives from each organisation at a state level. I formed relationships with representatives from NSW Police, Fire & Rescue NSW, NSW Health, ministerial representatives from the Department of Premier and Cabinet, Sydney Council, Local Emergency Management Coordinators, event organisers, St John Ambulance, the State Emergency Service and more. My role was to establish a presence for the organisation at a state level, by introducing myself to the various teams and officials that were present with the objective to achieve functional working relationships that could be redundant under high workload and extreme pressure. Most representatives had the same authority as myself, representing the official response from their organisation in regards to policy, planning, logistics and response to incidents as they occurred. In this role, I undertook various actions which included receiving requests from other agencies for ambulance services and I provided information when requested to organisations about developing situations and what various organisations should do in medical incidents. Additionally, I viewed live medical incidents via the Government CCTV network, providing live advice and intelligence to Ambulance Control Centres as situations developed as well as providing direction to organisations and Government. Excellent outcomes were achieved, including the cessation of multiple triple-zero calls from organisations for the same patient at a location, reducing the demand on the triplezero process at a state level. Moreover, Agencies received direct recognition that ambulance attendance had been arranged and agencies received real time information on an ambulance response, reducing follow up triple-zero calls and confusion. Real time information could be relayed to ambulance crews on access, egress and patient condition while reducing the demand on the triple-zero system by inputting data into VisiCAD. In addition, multiple teams were integrated into a medical incident, allowing traffic controllers to be aware of ambulance arrival, NSW Police Riot Squad placed on standby to disperse crowds for ambulance entry around a patient in high crowd volume areas. Ongoing professional relationships were obtained with government and non-government teams and departments for ongoing professional relationships between organisations. Furthermore, we we had the opportunity to participate in debrief and scenario events held by the Department of Premier and Cabinet.

Proven ability to successfully lead and inspire diverse, professional teams in an environment of competing priorities and needs with finite resources.

I am experienced in managing, coaching, mentoring and training high performing teams, building a positive team culture of motivated and productive team members, providing direction and feedback whilst motivating and engaging team members in the achievement of objectives through my management experience at Ambulance Victoria and NSW Ambulance. At both departments, I have managed the resource allocation of Ambulance Patient Transport fleet, whether jurisdictional or contracted in an environment of competing priorities and needs with finite resources. In 2012, I coordinated the emergency activation of the non-emergency patient transport fleet under the State Ambulance Plan during a major incident activation for the Quaker’s Hill Nursing home fire, where patient numbers greatly overwhelmed the availability of ambulance resources within two regions. As an Event Controller, I led a team of ambulance personnel in coordinating, responding and transporting patients in various triage levels to determined emergency departments or other facilities, while liaising with multiple management teams and contact centre staff. My coordinated, systematic and controlled leadership method within this incident and all others that I have been involved in, has been open communication and an ability to remain calm under intense pressure. Broadly, this has enabled me to function effectively in situations where emotions can be high which allows the system to function as it should and improves results for the organisation. The prompt and efficient coordination and leadership of resources is integral to a functioning ambulance service and my ability to do this has been demonstrated on this incident and many others over the past almost 12 years, where I have seen constantly changing operating environments, encouraging high performance and accountability.

Demonstrated commitment to implement practices which promote a fair and ethical workplace, employment equity, cultural diversity and occupational health and safety.

In my current and previous leadership and operational roles, I have upheld and promoted a fair and ethical workplace, employment equity, cultural diversity and occupational health and safety. Modelling professionalism, integrity, accountability and ethical behaviour, I promote professional codes of ethics and practice. During my tenure at NSW Ambulance, I have contributed on the panel for several applicant interviews for control centre positions and have held management positions in a number of government jurisdictions. Over the past almost twelve years, I have implemented policies, strategic directions, re-designs and health and safety recommendations. Whilst on the interview panels allowed me to promote and be directly involved in employment equity strategies that were set by government and the organisation. This also included specialist pathways for Aboriginal and Torres Strait Islander People’s. In my day-to-day management role, I adhered to the Code of Conduct for each organisation, following workplace policies and procedures that were written to ensure ethical and fair workplace practices. As a Manager, I was responsible for acting on staff health and safety concerns as well as be aware of any situations that could have adverse effects on employee’s health and safety. On the interview panel, I noted those that had applied through specific pathways, and those that identified as culturally diverse. This allowed me to award special provisions in some cases to allow candidates who were less fortunate and at higher disadvantage due to their upbringing, language difficulties or how they identified. Knowing this information allowed us to provide prompts in certain situations or clarify information with a candidate. As a Manager, I always immediately called out unacceptable behaviour, based on the code of conduct or organisational polices. Implementing practices that promoted ethical and fair workplace practices, allowed staff to be supported and prevented discrimination in the workplace. Employment equity and cultural diversity provided benefits to the organisation and the community, allowing for different perspectives, life experiences and cultural values to become known, discussed and accepted. Implementing health and safety principles played an important role in keeping my staff safe from harm and allowed me to recognise hazards early, prior to injuries occurring.

HARLEY DEWAR

CAREER PROFILE

Demonstrating significant experience working with youth offenders within the Queensland Police Service and Queensland Corrective Services, I am eager to contribute positively as a Youth Co-Responder at the Department of Youth Justice. Over more than a decade, I have managed high-risk environments, ensuring the safety and security of youth in custody while maintaining strict compliance with institutional protocols. My expertise encompasses exceptional leadership, conflict resolution and communication skills, particularly in engaging with culturally diverse and vulnerable populations. Thriving under pressure, I bring a calm demeanour to defusing volatile situations, conducting security checks and collaborating with multidisciplinary teams to achieve organisational goals. I am deeply passionate about working with troubled youth, as I have a natural ability to connect with and engage young people effortlessly with the desire to help them find a better path forward. I am dedicated to contributing to the Department of Youth Justice's mission of enhancing safety in Queensland communities, supporting victims and addressing the complex causes of youth crime, including targeting serious repeat offenders

QUALIFICATIONS

2024 Bachelor of Psychology (Deferred)

University of the Sunshine Coast 2023 Diploma of Correctional Administration

2021 Certificate IV in Correctional Practice

2012 Certificate II in Business Administration

2011 Certificate III in Correctional Practice (Custodial)

2006 Certificate II in Information Technology

2001 Diploma of Multimedia

PROFESSIONAL DEVELOPMENT

2024 QPS OLP Modules completed and up-to-date

2024 Provide Cardiopulmonary Resuscitation (HLTAID009)

2024 Provide Basic Emergency Life Support (HLTAID010)

2024 Senior First Aid Certificate - Provide First Aid (HLTAID011)

2023 Working With Children Blue Card

2022 Quality, Safety and You - NDIS Worker Orientation Module

2022 New Worker NDIS Induction Module

2022 Supporting Effective Communication NDIS Module

2022 Supporting Safe and Enjoyable Meals NDIS Module

Various ATSI Courses

Various Health and Safety Representative Training

KEY SKILLS & COMPETENCIES

Bradford Institute of Advanced Education

QLD Corrective Services

Jobsmart Training

QLD Corrective Services

TAFE QLD

TAFE QLD

Queensland Police Service

Australia Wide First Aid

Australia Wide First Aid

Australia Wide First Aid

Online Training

NDIS Quality and Safeguards Commission

NDIS Quality and Safeguards Commission

NDIS Quality and Safeguards Commission

NDIS Quality and Safeguards Commission

QPS and QCS

Worksafe QLD Government

 Youth Engagement: Builds trust and rapport with young people, engages with young people at risk and provides interventions.

 Crisis Intervention: Proficient de-escalating high-pressure situations and managing youth crises, ensuring safety and well-being.

 Team Collaboration: Ability to work within a team environment, contributing to shared goals and supporting team members.

 Problem-Solving: Identifies issues and develops innovative solutions to address complex needs of youth in the justice system.

 Communication: Strong verbal and written communication abilities, interacting with diverse groups and vulnerable youth.

 Administration Competent in handling administrative tasks, data entry, record maintenance and utilises various software.

 Adaptability: Flexible and able to adjust to changing circumstances and diverse situations, including non-standard hours

 Stakeholder Collaboration: Establishes and maintains productive partnerships with internal and external stakeholders.

 Case Management: Experienced in managing and tracking case records, including preparation of reports and data.

 Cultural Competency: Sensitive to cultural differences and capable of applying cultural protocols in service delivery.

Feb 2024 - Current QUEENSLAND POLICE SERVICE | www.police.qld.gov.au

Caboolture Watchhouse/Youth Hub, Moreton District, Queensland Assistant Watchhouse Officer

The Caboolture Watchhouse and Youth Hub serves as a critical facility within the Queensland Corrective Services framework, focusing on the management and care of individuals in the criminal justice system. The Watchhouse handles the detention and processing of individuals, while the Youth Hub is dedicated to addressing the needs of young offenders.

RESPONSIBILITIES:

 Perform essential functions related to the administration, supervision, and monitoring of individuals in custody at Caboolture Watchhouse/Youth Hub, including the preparation and maintenance of detailed prisoner files and records.

 Engage with prisoners from a range of diverse ethnic, cultural and linguistic backgrounds, as well as individuals who may be suicidal, mentally unstable, extremely violent, or suffering from medical conditions or contagious diseases, ensuring their safety and security with compassion, respect and resilience.

 Maintain a secure Watchhouse environment, manage the safe movement of prisoners, and perform a range of administrative tasks including answering phones, using computers for word processing, database management and spreadsheet tasks. Conduct shift audits of equipment and liaise with external agencies.

 Operate and monitor electronic surveillance and movement control systems, maintain accurate Watchhouse records and assist in the processing of individuals in line with Queensland Police Service (QPS) policies and procedures.

 Supervise and ensure the welfare, comfort and security of prisoners, manage their health requirements, monitor medical needs, and arrange appropriate medical assistance as necessary.

 Conduct searches using electronic scanning devices, pat-downs, and frisk searches, and assist police officers with searches of unclothed prisoners. Escort prisoners on foot or in vehicles, and provide security in court settings.

 Manage court-related tasks, including recording results, overseeing prisoner movement, operating consoles and compiling prisoner files. Perform tasks as directed by the 'proper officer' of the court.

 Administer first aid and resuscitation, coordinate with Queensland Ambulance Service and Queensland Health professionals, and take identifying particulars such as photographs, fingerprints, and DNA samples.

ACHIEVEMENTS:

 Developed a tailored engagement strategy for young offenders within the Youth Hub, focusing on building trust and promoting positive behaviour. This approach led to an increase in behavioural outcomes and rehabilitation program participation among youth detainees, improving overall program effectiveness and contributing to a safer environment.

 Played a role in de-escalating an incident involving a high-risk prisoner, using advanced conflict resolution techniques. This intervention ensured the safety of both staff and prisoners and contributed to a reduction in incident reports.

 Demonstrated strong verbal, non-verbal, and written communication skills to meet operational goals, and employ interpersonal tactics to manage high-stress situations, defuse volatile incidents and enhance intelligence gathering.

2012 - 2023

2008 - 2023

QUEENSLAND CORRECTIVE SERVICES | www.corrections.qld.gov.au

Wolston Correctional Centre, Queensland

Custodial Correctional Officer

2012 - 2017 Acting Correctional Supervisor

Queensland Corrective Services is a government agency responsible for managing and overseeing the state's correctional facilities and probation services. Known for its focus on security, rehabilitation, and reintegration, Wolston Correctional Centre plays maintains public safety while providing programs aimed at reducing recidivism and supporting inmate reintegration.

Custodial Correctional Officer

RESPONSIBILITIES:

 Efficiently received and inducted prisoners, conducting thorough removal of clothing (ROC) and property searches.

 Assessed and assigned suitable housing units for prisoners, including those with special needs or vulnerabilities.

 Coordinated medical and psychological evaluations and accurately created and maintained prisoner records and data, ensuring compliance with policies and procedures for escorting and discharging prisoners.

 Operated across various areas of the prison, including the watchhouse, to ensure smooth daily operations and strict adherence to facility protocols. Supervised and ensured the safety and security of prisoners and non-custodial staff. Implemented rigorous facility policies and procedures, employing static and dynamic surveillance methods and intelligence gathering to maintain a secure environment.

 Administered and executed comprehensive prisoner case management plans, focusing on improving prisoner health and wellbeing through tailored rehabilitation programs, educational and work opportunities, and behavioural management strategies. Conducted regular safety and security inspections of all buildings and equipment, performed workplace health and safety (WH&S) assessments, and ensured all safety measures were adhered to.

 Developed and nurtured productive partnerships with a variety of stakeholders, including external service providers and senior management teams, to enhance operational effectiveness and support.

ACHIEVEMENTS:

 Utilised advanced communication and negotiation skills to manage incidents, resolve disputes, and foster acceptable behaviour among prisoners. Applied strong conflict resolution techniques to maintain order and encourage positive interactions within the facility.

 Identified a risk in the management of landscaping tools due to the absence of a formal procedure and item register, which complicated auditing and tracking. In collaboration with the Local Accommodation Manager, I established a procedure for tool issuance, specifying access, timing, and return protocols. This formal process mitigated risks to community safety, prisoners, staff, and stakeholders, and addressed potential public backlash. Despite initial resistance from prisoners, I communicated the safety benefits of the new procedure, which led to improved compliance and resolved the backlash

 Contributed as a WHS Committee representative, representing employee WHS interests, chair committee, monitor compliance and conduct investigations in response to safety complaints made by staff. Identified a legislative gap regarding the placement of first aid kits in each prison area, where regular auditing was previously lacking. Successfully advocated for compliance, ensuring that the issue was addressed proactively rather than as a hazard. Improved prisoner identification during unrest by introducing a color-coded tagging system, which enhanced visibility during riots, such as when prisoners scaled the roof. The new tagging system was adopted across other facilities due to its effectiveness. Additionally, implemented an escort tag system to address issues with unescorted prisoner movements, enhancing compliance with internal management plans and ensuring proper escorting of prisoners.

 As a former Union Delegate, I skilfully represented staff safety interests in procedural matters and negotiated with management to align changes with both staff and organisational needs. My strong relationship-building skills have been instrumental in collaborating with Official Visitors who engage with prisoners and advise on necessary changes. I clearly communicate current challenges to these visitors and provide practical advice on accommodations. Additionally, my rapport with prisoners often leads to me being sought out for assistance in gathering crucial information, demonstrating the trust and effective relationships I have cultivated.

Acting Correctional Supervisor

RESPONSIBILITIES:

 Led and managed a team of up to 50 Corrections Officers, overseeing the welfare and operations of 850 prisoners. Established clear performance expectations, provided individualised feedback, and created opportunities for staff development, fostering a cohesive and goal-oriented team environment.

 Efficiently coordinated daily team activities, including leading staff briefings, conducting critical debriefs, and managing complex rostering requirements in alignment with organisational guidelines. Supervised and maintained the safety and security of both prisoners and non-custodial staff, ensuring strict adherence to legislative requirements and Queensland Corrective Services (QCS) policies, including static and dynamic surveillance and intelligence gathering.

 Administered comprehensive prisoner case management plans, implementing strategies to maximise prisoner health, wellbeing, and rehabilitation. Oversaw the delivery of educational programs, work experiences, and behavioural management initiatives. Facilitated detailed reporting on case management, conducted risk needs analyses and performed security and case management file audits to ensure compliance and operational efficiency.

 Leveraged strong conflict resolution skills to manage and de-escalate incidents, resolve disputes and conduct prisoner interviews. Effectively communicated and negotiated with prisoners to encourage acceptable behaviour, maintaining a calm and authoritative presence in high-pressure situations.

 Managed other critical functions, including incident management, equipment and infrastructure evaluations, and coordination of internal and external prisoner escorts. Handled emergency escort situations and conducted regular RAT (Risk Assessment and Treatment) reporting and reviews to mitigate potential risks and enhance operational safety.

ACHIEVEMENTS:

 Actively contributed to the development and implementation of the centre’s broader strategic and operational plans, aligning team activities with overarching objectives to achieve desired outcomes.

 Built and maintained productive partnerships with a diverse range of stakeholders, including external service providers and senior management teams, to ensure the seamless implementation of strategic and operational goals.

Hervey Bay, Queensland

Sales Manager

KJ Bolt Trade Fasteners is a prominent supplier specialising in high-quality trade fasteners and associated hardware, serving a diverse clientele across Hervey Bay and surrounding areas. Known for its extensive range of products and exceptional customer service, the company has established a strong reputation for reliability and expertise in the trade supplies sector.

RESPONSIBILITIES:

 Directed and motivated a sales team, delivering exceptional customer service and managing accounts with precision.

 Ensured the team met and exceeded sales targets by fostering a collaborative and results-driven environment.

 Provided ongoing training and support to enhance the team's skills, ensuring they were equipped to handle client enquiries, resolve issues efficiently, and maintain strong customer relationships.

ACHIEVEMENTS:

 Successfully met and exceeded sales targets, demonstrating exceptional communication and negotiation skills to align contract terms with specific customer needs and foster long-term client relationships.

PERSONAL DETAILS

NATIONALITY: Australian

LANGUAGES: Fluent English

HEALTH: Excellent, physically fit, non-smoker. Diagnosed with ASD and ADHD

LICENCES: Current C open manual Driver’s Licence (No. 072 721 448)

INTERESTS: Sports, fishing, current events and psychology

PROFESSIONAL REFEREES

Heather Wallace APM

A/Inspector, Caboolture Watchhouse Hub

Moreton District, Queensland Police Service

 (07) 5495 0460

 Wallace.HeatherA@police.qld.gov.au

Andrew Jordan Bowly

Permanent Section Supervisor

Brisbane Youth Detention Centre

 0497 698 168

 jbowly@hotmail.co.uk

Ross Bloom

Previous Supervisor, A/Manager

Queensland Corrective Services

 0407 736 402

 rtbloom1@hotmail.com

Douglas Nilson

Previous Supervisor

Queensland Corrective Services

 0403 131 095

 vnilsen@bigpond.com

S TATEMENT

I am highly enthusiastic about applying for the position of Administration Officer with the Queensland Police Service, specifically within the Homicide Group. As an individual who thrives on organisation and meticulous attention to detail, I find great satisfaction in being an integral part of a team. My passion lies in embracing varied tasks and contributing to a dynamic workplace environment. With a proven track record of exceptional organisational skills and efficiency, I am confident in my ability to offer specialist investigative and intelligence support to regional police across Queensland. My experience has equipped me with the skills necessary to manage complex tasks effectively and to support the crucial operations of the Homicide Group. I am particularly drawn to this role because of its unique combination of requiring strong analytical skills, the ability to handle sensitive information with discretion, and a commitment to supporting the community through meticulous and thorough investigative support. My dedication to these principles, along with my ability to work collaboratively within diverse teams, positions me as an ideal candidate for this role.

As Assistant Store Manager, I have honed my ability to efficiently undertake the recording, indexing, archiving, and distribution of correspondence, all while actively contributing to the enhancement of administrative systems and processes. A critical aspect of my role involves handling client inquiries with a high degree of professionalism and precision, particularly through email communications. A vivid illustration of this skill set in action occurred when I received an email from a client seeking information on a specific product. Recognising the importance of prompt and clear communication, I immediately set out to craft a response that was not only courteous but also rich in detail, ensuring the client's request was addressed with the utmost clarity and professionalism. Acknowledging the value of thorough documentation for continuous service improvement, I meticulously recorded this interaction in my daybook. This practice of creating a comprehensive paper trail is a cornerstone of my approach to client correspondence, facilitating efficient follow-up procedures and enhancing overall customer service quality. Following the successful resolution of the client's query, I proceeded to systematically file the email exchange and any relevant documents under the client’s account within our shared email system. This methodical organisation ensures that all pertinent information regarding the client's request and the actions taken in response is easily accessible to all authorised team members. The implementation of this systematic approach has had a tangible impact on both customer satisfaction and operational efficiency within our store. It has empowered team members to swiftly access detailed records of past interactions, tracing back to the inception of each client's account. This streamlined process has not only elevated the level of service we provide to our clients but has also reduced the time taken to resolve future inquiries. We have fostered a more engaging and positive experience for our clients, underscoring the effectiveness of our customer service strategy and my role within it.

My proficiency extends deeply into the realms of data management, particularly in the adept use of a variety of computer systems for data input, retrieval, word processing, and the meticulous upkeep of registers. In the dynamic environment of our workplace, the effective management of diverse data inputs into our sophisticated computer systems is pivotal. It underpins not only our operational efficiency but also our steadfast compliance with regulatory standards. These vital data inputs encompass a wide array of activities, from order entries and customer quotations to cyclic stock takes, which are indispensable for conducting thorough internal audits. A cornerstone of our internal data strategy involves the centralisation of this vast information within our internal database, transforming it into an invaluable resource for future reference and analytical endeavours. As part of my routine weekly duties, I am entrusted with the responsibility of performing two cyclic stock takes in a specifically assigned area of the store. This task is integral, serving a twofold purpose: it ensures the effective management of our stock levels and upholds the integrity and reliability of our database/register. To accomplish these objectives, I engage our advanced computer systems with precision and diligence. I am meticulous in inputting and reconciling data to guarantee its accuracy and completeness. Following these procedures, I compile and meticulously file comprehensive reports that detail the findings of the stock takes. Utilising the capabilities of our computer systems, I conduct these cyclic stock takes with a high degree of efficiency. This process includes the systematic updating of our database with the latest stock count data and the reconciliation of any discrepancies that arise. Upon completing each stock take, I generate detailed reports that encapsulate the findings. These reports are then filed with meticulous care, in accordance with our stringent archival protocols. We maintain physical copies of these reports securely stored in our office archive, alongside digitally scanned copies in our shared database. This diligent approach to data entry, filing, and database maintenance has been instrumental in our company's achievement of a flawless record in both internal and external audits. Our unwavering commitment to the organisation and accuracy of our database significantly eases the audit process. Auditors are able to quickly access necessary information, ensuring that our audits proceed without a hitch. This efficiency consistently results in a 100% success rate in audits, a testament to our dedication to operational excellence and strict adherence to regulatory compliance. Through these practices, I contribute significantly to maintaining the high standards of data management that are critical to our company’s success and reputation.

My proficiency in crafting and refining various forms of communication plays a pivotal role in the execution of my responsibilities as Assistant Store Manager. This skill set is especially crucial when it comes to the preparation and development of detailed correspondence and comprehensive reports, which serve as the backbone of effective organisational communication and strategy execution. Within my ambit of responsibilities, I actively manage and optimise both internal and external communication channels. This dual approach ensures seamless coordination and the efficient dissemination of information across all levels of the organisation. On the internal front, I meticulously craft and dispatch emails to maintain a continuous flow of critical information among team members. These communications cover a wide array of essential topics, from project progress updates and stock level adjustments to customer insights, forthcoming meetings, and schedules for internal audits. Externally, my role involves the equally important task of liaising with shareholders, interfacing with other departments within the organisation, and engaging with our valued customers.

By ensuring a consistent stream of clear and professional correspondence with these stakeholders, I help forge a transparent operational environment. This transparency is instrumental in keeping everyone attuned to the organisation's objectives and progress. My approach to fulfilling these communication responsibilities is both strategic and detail-oriented. I ensure that internal emails not only update the team on the latest project statuses and operational metrics but also reinforce our collective objectives. Similarly, my communications with external stakeholders, including shareholders, other departments, and customers, are crafted to embody the utmost clarity and professionalism. This not only maintains the integrity of our brand but also encourages open lines of communication, inviting feedback and queries that can be addressed promptly. The positive outcomes of this proactive communication strategy are manifold. Internally, it fosters an environment ripe for collaboration and operational efficiency, ensuring all team members are on the same page. Externally, it reinforces our commitment to transparency and accountability with stakeholders, thereby nurturing trust and fostering stronger relationships. Moreover, my active participation in generating quotes, tenders, and contracts, along with the diligent updating, filing, and dissemination of reports, streamlines our business processes. This comprehensive approach not only facilitates smoother operations but also bolsters informed decision-making throughout the organisation. In essence, my skill in managing and optimising communication channels contributes significantly to the fabric of our organisation's culture, driving transparency, efficiency, and collaborative success. This foundation of clear and consistent communication is crucial for the fluid operation of our business and the achievement of our strategic goals. As a seasoned professional in customer service, I take great pride in handling telephone inquiries with adeptness and managing front counter duties with a keen sense of hospitality where it’s applicable. Within my dynamic role, I am frequently the first point of interaction for our customers, whether they step into our store or reach out over the phone. This pivotal position allows me the unique opportunity to mould their initial impression of our services, a responsibility I undertake with both seriousness and enthusiasm.

Leveraging my extensive experience and deep-seated knowledge in customer service, I am committed to ensuring that every customer interaction is not just positive but memorable. My approach is to welcome each customer with warmth and attentiveness, creating an inviting atmosphere that sets the tone for their entire experience. Whether it's through a friendly greeting as they walk through the door or a courteous response over the phone, I ensure that every customer feels valued from the outset. In the course of our interactions, I am meticulous in taking notes, particularly for those with specific orders or requests, to ensure no detail is overlooked. My goal is to adeptly handle their inquiries, or seamlessly guide them through their in-store journey, from the moment they enter until their transaction is complete. This involves not just answering questions, but also actively listening to their needs and providing thoughtful solutions or recommendations. Adhering strictly to the company’s protocols, I also provide daily updates to customers regarding the status of their orders, in alignment with our "Sunset Clause." This policy mandates end-of-day email updates for ongoing orders, a practice that underlines our commitment to transparency and regular communication. Through this conscientious approach, I not only keep our customers informed but also build their trust in our ability to manage their expectations effectively.By delivering consistently outstanding customer service experiences, I play a crucial role in nurturing positive relationships with our clientele. This strategy has proven instrumental in elevating customer satisfaction levels and has significantly bolstered our store's reputation as a bastion of reliability and customer-centricity. My dedication to excellence in customer service is not just about resolving issues or completing sales; it's about creating a welcoming environment where customers feel understood, appreciated, and eager to return.

I possess a high level of proficiency in financial management, including the meticulous processing of expenditures and vouchers, maintaining accurate financial records, and performing thorough reconciliations of source documents against financial reports. Each day at work begins with a critical task: completing the banking for the previous day's sales. This involves creating an Excel sheet, as required by our credit department, and completing two separate documentation processes on our computer software, establishing a trail that is essential for audits and requires daily submission. Following this, I transition to the task of invoice matching for incoming goods, a vital morning routine. Invoices arrive either via email or physically with the goods. Upon their arrival, and after the goods are booked in, I diligently process these invoices using our computer software. This process involves ensuring that the prices we're charged align with those we charge out, a step critical for both financial accuracy and transparency. Our audits, conducted annually, necessitate that these documents are meticulously filed in our archive room as well as within our shared document library. This systematic organisation is paramount for maintaining order and accessibility. Should discrepancies arise, where the numbers do not align, a prompt follow-up with our suppliers is initiated to identify and rectify any issues. This vigilant approach to managing discrepancies not only resolves immediate problems but also contributes to the integrity of our financial practices. Moreover, the daily booking of our stock is an essential practice that safeguards our net investment. It ensures that our stock levels are accurately reflected in our software, a fundamental component of our inventory management strategy. This meticulous attention to detail in tracking and reconciling financial transactions underpins the financial health of our organisation, guaranteeing that our financial records are both transparent and robust. Through these practices, I contribute to the operational excellence of our team, ensuring financial accuracy and operational efficiency are maintained at the highest standard.

I possess a refined ability to compile budgetary reports, monthly and quarterly returns, and manage rostering as needed. In our regular monthly staff and shareholder meetings, I am responsible for preparing comprehensive documents that provide a clear overview of our financial performance in relation to the forecasted figures for that month. Utilising our advanced software, I am adept at generating detailed analyses of major accounts and their expenditures. Annually, I produce the “Statement of Operations,” a crucial document that tracks all our expenses and aids in forecasting for the forthcoming year. These discussions, informed by the documents I prepare, facilitate informed and strategic decision-making.

My proficiency extends to conducting audits and managing risk in relation to human resource practices. In my workplace, audits are a constant and consistent presence, ranging from daily forklift inspections to the ongoing updates of our chemical register, which includes all cleaning supplies. External audits, coordinated annually by our head office, ensure adherence to protocols. I also play a key role in our monthly training sessions on internal work practices, emphasising safety as a paramount concern, and I am responsible for tracking and obtaining signatures from all staff members. Furthermore, I have extensive experience in maintaining and managing store inventory and equipment. As part of our routine, daily checks on forklifts and other work equipment are performed and documented thoroughly. I ensure all relevant documents are filed within our shared document library, streamlining the audit process and contributing to our successful compliance. Store management is efficiently handled through our system of cyclic counts, which are meticulously recorded to ensure accurate stock identification and inventory control.

30 November 2023

Attn: Robert Rowe, Team Leader

Re: Senior ICT Technical Officer, Infrastructure Services | Job Ref: QLD/328054/19

Dear Robert,

A tertiary qualified, results-driven and accomplished ICT professional with a high level of expertise in supporting high performing teams, managing projects and resources with sound problem solving skills, I write with interest to be considered for the above position with the Department of Housing and Public Works in the Technology Services Group as advertised on www.smartjobs.qld.gov.au.

Throughout my career over the past eleven years in the Queensland Government, I have gained extensive ICT training, knowledge and experience which can be demonstrated in my current role as ICT Technical Officer - Technology Services Group and previously as Desktop Support/Account Provisioning Officer with the Department of Housing and Public Works and previously as Desktop Support Officer and Helpdesk Support Officer with Queensland Shared Service Agency. As a dedicated and innovative public service professional, I am excited to undertake this exciting new opportunity as Senior ICT Technical Officer, Infrastructure Services with the desire to progress my career with the Department whilst continuing to make a valuable to the Technology Services Group whilst using my leadership skills and performing more complex tasks. I am confident I possess all the required skills and experience to successfully perform all position duties and responsibilities with the proven ability to work in a team of ICT technical specialists in the Technology Services Group. Moreover I possess I believe my ability to implement, maintain and support of a large and complex network environment would be well utilised with a high level of expertise in managing the installation, maintenance and support of the HPW ICT environment and systems by applying an advanced knowledge and technical skills in numerous technologies.

Actively participating in the design of new solutions and new ways of working, I am highly motivated and innovative with a flexible approach, open mind and consider the ideas of thoughts when devising workable solutions. Demonstrating courage in making decisions, even when under pressure, I share and seek creative ideas, suggestions and data to inform the delivery of services, whilst challenging the status quo by asking questions to bridge information gaps and clearly define new opportunities. Throughout my tenure working within the Server Team as an ICT Technical Officer, I have used my initiative to help improve our work practices by developing tools to assist and automate several repetitive tasks. This has been initiated to not only reduce the time it takes for a server team member to perform a task but to also allow a request/incident to be resolved in a faster manner. For example, on one occasion I wrote a small PowerShell/VB.NET program to unlock a file. Prior to the development of the tool, the server team member would need to determine what file server the locked file was stored on, log onto that server then manually search through the thousands of open files on that server to unlock the specified file. After my actions, by using the program the server team member browses to the DFS path within the program, selects the locked file and clicks a button to check if the file is still locked. The program then shows you what server the file is stored on, who has a file lock on the file and provides the ability to then unlock the file through the program itself. As a result, it allows server team members to effectively resolve these types of requests/incidents much more efficiently.

As an articulate, confident and highly experienced communicator, I accurately present information with a high level of proficiency both orally and in writing, translating complex information coherently and concisely for a range of audiences. Communicating meaningfully with internal and external stakeholders, I represent the work area professionally and with diplomacy whilst tactfully articulating organisational vision and requirements. I have demonstrated excellent interpersonal skills, paving the way for performance appraisals by my supervisors, who have commended me on many occasions for my clear speaking manner whilst performing my functions. I possess highly developed written communication skills with the ability to produce a diverse array of business documentation across a variety of styles as appropriate including reports, minutes, agendas, manuals, newsletters and web content with the capacity to express ideas, concepts and facts clearly and concisely with information presented professionally to the targeted audience.

In my current position within the server team, I regularly liaise with stakeholders to achieve desired outcomes and meet their expectations of the service we provide. On one occasion, I was assigned a task to configure an external FTP service for the vendor GraceRecords so they could upload their digitised PDF files to our FTP server and the business could access these uploaded files on an internal file share on a daily basis. During this process, I negotiated verbally not only with GraceRecords but also the business. During the negotiation process, I utilised an influential approach and confidentiality proposed that I would create an automated PowerShell script to transfer data uploaded to the FTP server by GraceRecords to a newly provisioned ePlan file server at midnight every night. This entailed GraceRecords’s agreement that their daily file uploads would be completed by no later than 5pm each day so that the business would have their data on the new server on a consistent basis ready for them each morning. I received some concerns from the business regarding the overwriting of files with the same name, hence I proposed that to mitigate this concern I could amend the PowerShell script to avoid overwriting files with the same name and instead append a “NEW” to differentiate the files. Positive outcomes were achieved as the business was pleased with this proposal and this is what has been implemented since that time.

In my current and previous positions, I have developed, nurtured and sustained productive internal and external working relationships relevant to business area, anticipating and ensuring responsiveness to stakeholder needs whilst promoting a positive culture of teamwork and co-operation. My key strengths include building trusting relationships, maintaining cultural sensitivity and building a positive rapport with a diverse workforce in multicultural settings. In recent months in the Technology Services Group, we faced an ongoing problem where there were inconsistencies in NTP time retrieval across the server fleet. I worked diligently with a server team member to share knowledge and ideas to establish a plan to resolve the NTP inconsistencies. My part in this plan, we included the development of a PowerShell script that would poll every server in the DPWSERVICES and HOUSING domains to retrieve their NTP configurations and their times in comparison to the times on our PCs. This assisted in determining servers that needed to have their NTP configurations changed and identified servers that were out of sync by more than three seconds. After informing my colleague of these findings, he was then able to amend the NTP configurations so they were consistent across all servers.

Whilst mentoring and supporting colleagues in the Technology Services Group, I provide direction and feedback whilst motivating, influencing and engaging team members in the achievement of team goals, sharing my knowledge and experience. Furthermore, I inspire curiosity and passion for life-long learning by actively seeking feedback, setting development objectives and communicating openly about experiences, building confidence and trust as a senior team member who respects and prioritises people’s wellbeing. Moreover, I champion the development of innovative strategy through the integration of diverse voices and perspectives. Recently I was assigned the task to rebuild all new SCCM Distribution Points (DPs) across QLD which occurred due to all regional offices getting new "upgraded" Riverbeds installed. Our current SCCM DPs prior to this time were based on Windows Server 2012 R2 Standard, hence I instead I used Windows Server 2016, thoroughly tested this with the SCCM Technicians before continuing with the remainder of the rollout. During this process, I completely rewrote our existing SCCM DP build process documentation to reflect the new procedure I put in place to build 2016 based DPs successfully. To simply this process further, I wrote a PowerShell script to automate approx 80% of the SCCM DP build process. I then advised fellow colleagues of the new process and provided a demonstration of the new build process.

I conducted research on Microsoft Azure backup methodology's to assess if we could improve our backup methods During my research, I identified our current method of "Azure VM snapshot" backups for Azure based file servers that had disk reduplication enabled was insufficient. Unfortunately using this method of backups for these file servers with duplication enabled was not supported my Microsoft, therefore I performed some test restorations of files from the current backup method and received an error message that the file could not be restored. This meant we were unable to provide a file/folder restoration service for our clients that used these file servers to store their business related data. I conducted additional research and found that backups of file servers with disk deduplication enabled was instead supported by Microsoft Azure Recovery Services (MARS) agent based backup. This backup method un-deduplicated (rehydrated) the data before it was uploaded it to the Azure recovery vault. I built a test server with disk deduplication enabled and tested backing up approx 10Gb of deduped data, then performed a restore from this backup and all data was successfully recovered. In this instance, I was able to successfully backup/restore data from a server with disk deduplication enabled. I then advised my Team Leader/Manager of my research and they agreed I could rollout this new backup method for our remaining Azure based file servers. Following the implementation our current backup retention for these servers now matches the retention in place for other backups we have of servers using different backup technologies. I received commendations for my actions.

Displaying rigour in analysing information relevant to tasks and showing sound judgement, I am able to identify the underlying cause of systemic and organisational issues through considered analysis of data, patterns and insights. Moreover I role model courage in making decisions and provide frank and fearless advice even in ambiguous situations, in the absence of complete information I was recently assigned a change request to resolve the ongoing issues the Server team has had utilizing WinRM to manage th e server fleet. A particular issue was the inability to use WinRM against non-domain (Workgroup) servers in the DMZ. Due to the inability to use Kerberos authentication between domain joined servers/computers for standard WinRM 5985 commands, I needed to determine another method where we could still leverage WinRM for these Workgroup DMZ servers. After undertaking extensive research, trial and error, I managed to get WinRM working on these servers by using TLS certificate authentication over HTTPS 5986. To achieve success, the client server/computer and Workgroup DMZ server had to have HPW PKI issued certificates installed, WinRM commands had to be amended to use HTTPS 5986 instead of the default 5985 and the DMZ server itself needed to have a WinRM HTTPS listener enabled on port 5986. I documented this entire end-to-end process, configuration and made it available to the server team.

Technology savvy, I possess advanced specialist knowledge and skills with the diligence and discipline which enables me to maintain a high standard of performance in my day-to-day tasks. When working within the server team it is important to recognise specialist expertise and collaborate with and engage other teams that possess this expertise to resolve complex problems that cannot be resolved by only the server team. We recently rebuilt the ESXi hosts on all Riverbeds across the state which was required in order to reset the SSH root password. Upon identifying major inconsistencies in the current “known” password which was working on some ESXi hosts but not others, we had to engage the Networks team for advice and work together on a plan to resolve these inconsistencies. The outcome of this collaboration was that a plan was devised to reset the SSH root passwords with minimal impact on the Riverbeds and their associated functions and the SCCM Distribution Points were also deployed on these Riverbeds. By utilising this plan, I was able to successfully rebuild the ESXi hosts and reset the SSH root passwords on all Riverbeds within two business days.

Find attached my résumé which details my skills, experience and accomplishments I welcome the opportunity to attend an interview where I would be pleased to elaborate regarding my suitability. Feel welcome to contact me should you have any questions.

Yours sincerely,

Shaun Lawson

STATEMENT

Possessing an extensive foundation in procurement, contract management and strategic project leadership, I bring a highly results-oriented approach to the role of Senior Procurement Officer within the Covert & Specialist Operations Group at the Queensland Police Service. My proven expertise in navigating complex, high-stakes procurement initiatives, coupled with a comprehensive understanding of Queensland Government procurement frameworks and SAP proficiency, uniquely positions me to drive exceptional value, compliance and operational rigor. I am deeply motivated to advance the strategic objectives of CSOG by delivering expert, high-level guidance, ensuring robust financial stewardship and cultivating collaborative, trust-based relationships with stakeholders across the organisation.

Leads Strategically: In my role as General Manager at Victory No.8 Ltd, I demonstrated strategic leadership by aligning procurement operations with the company’s evolving long-term goals. One of my core initiatives was the development and implementation of a strategic sourcing plan across multiple business units, which not only elevated supplier performance but also ensured consistent product quality. This forward-looking approach required me to anticipate demand trends and proactively adapt our procurement strategies, stabilising stock levels and enhancing our agility in responding to market fluctuations. By collaborating closely with cross-functional teams, I streamlined procurement workflows, resulting in a 15% improvement in product margins and strengthening our capacity to meet dynamic market demands. My role further involved conducting in-depth analyses to guide inventory decisions, balancing both immediate and long-term needs. Using data-driven insights, I refined contract negotiations, optimised supplier relationships, and bolstered supply chain resilience. This strategic foresight and critical thinking were equally vital in highly regulated environments, such as my work with Public Safety & Defence Consultancy, where I adapted procurement strategies to meet stringent compliance requirements. These experiences underscore my ability to lead strategically, balancing big-picture vision with precise operational management to achieve sustainable growth and success, an approach I am keen to bring to the Senior Procurement Officer role.

Stimulates Ideas and Innovation: Throughout my career, I have consistently pursued innovative strategies to elevate procurement practices and drive operational efficiency. As Warehouse and Logistics Manager at Fone Haus Pty Ltd, I recognised the need to enhance accuracy and speed in inventory management, leading me to introduce QR-coding for serialised items. This initiative transformed our tracking system, reducing transfer times significantly and encouraging the team to embrace technology-driven improvements. By fostering a collaborative environment, I encouraged team members to contribute ideas during the transition, reinforcing a culture of creativity and continuous enhancement. At Victory No.8 Ltd, I spearheaded the redesign of procurement workflows, leveraging data-driven insights to pinpoint areas for optimisation. Actively gathering feedback from various departments and stakeholders, I refined these workflows to boost supplier performance and fortify our supply chain. This collaborative, feedback-driven approach not only empowered team innovation but also strengthened our adaptability to market shifts, reinforcing our competitive position. My commitment to cultivating an environment that values ideas and fresh approaches has consistently led to forward-looking solutions that align with and advance organisational goals, a focus I am eager to bring to the Senior Procurement Officer role.

Leads Change in Complex Environments: In my role as General Manager at Victory No.8 Ltd, I led significant changes to our procurement and supply chain operations amidst the complex challenges of national fuel shortages and civil unrest. These unpredictable external factors required quick adaptation and decisive action to maintain our supply chain’s integrity and meet demand without compromising quality or performance standards. I championed these changes by implementing a Central Distribution Centre (CDC) to streamline distribution to retail sites, which proved critical in navigating the fluctuating market conditions. By communicating with clarity and optimism, I kept the team focused on core objectives and inspired confidence during uncertain times. Similarly, at Fone Haus Pty Ltd, I managed a large-scale transition from air to sea freight, reducing freight costs by over 20% while maintaining on-time delivery performance. This shift required meticulous planning and coordination across departments and external partners to avoid disruptions. I anticipated potential challenges and proactively addressed them by establishing contingency plans, ensuring transparency, and keeping the team motivated and aligned with our operational goals. My ability to lead these complex changes with focus and positivity has been essential in achieving organisational objectives, optimising costs, and sustaining team morale, even under challenging conditions.

Makes Insightful Decisions: As Managing Director at Public Safety & Defence Consultancy, I regularly made high-stakes decisions that demanded both ethical discernment and a comprehensive understanding of complex regulatory frameworks. One significant example involved submitting a tender for a government contract, where I needed to balance competitive pricing with stringent public safety standards. I conducted an in-depth analysis of our product offerings, ensuring full regulatory compliance without compromising on quality or safety. This strategic approach enabled us to progress to the final stages of the tender, bolstering our reputation as a reliable provider in a highly regulated sector. During my tenure at Victory No.8 Ltd, I encountered supply chain disruptions due to national fuel shortages. Rather than opting for a short-term solution that could compromise supplier relationships or inventory stability, I took a strategic, long-term approach. I chose to negotiate with alternative suppliers and diversify procurement sources, requiring upfront investment but ultimately securing a more resilient supply chain. This decision not only mitigated future risks but also reinforced our commitment to ethical practices and operational stability. Across these roles, my ability to consider both immediate and broader organizational factors has allowed me to make insightful, courageous decisions that balance current needs with sustainable, ethical standards, a quality I look forward to bringing to the Senior Procurement Officer role.

Develops and Mobilises Talent: As Warehouse and Logistics Manager at Fone Haus Pty Ltd, I prioritised nurturing and mobilising the diverse strengths within my team to create a collaborative, high-performing culture. Recognising the varied skills and expertise across the team, I implemented a structured development program featuring targeted training and cross-functional skill-building sessions. By aligning individual strengths with specific operational roles, we enhanced efficiency and minimised errors, achieving

an impressive order accuracy rate of 99.9%. Additionally, I established mentorship opportunities, pairing experienced staff with newer team members to foster knowledge-sharing and elevate team capabilities. This approach not only mobilised individual talents but also significantly boosted engagement and morale, as team members felt valued and that their skills were being utilised effectively. As a result, we saw a 20% reduction in turnover, underscoring the impact of a supportive culture focused on individual growth. In every role, I prioritise understanding team dynamics, identifying unique skills, and creating tailored development pathways that support both individual advancement and team performance. This commitment to talent development has been essential to achieving operational success and building cohesive, capable teams ready to meet organisational goals, a focus I am eager to bring to the Senior Procurement Officer role.

Builds Enduring Relationships: As General Manager at Victory No.8 Ltd, I prioritised the development of strong, enduring relationships with internal stakeholders and external suppliers to advance our strategic objectives. By fostering open communication and establishing consistent touchpoints with vendors, I built collaborative partnerships that enabled us to effectively manage challenges such as market price fluctuations and supply chain disruptions. These trusted relationships were instrumental in securing favourable terms and ensuring product quality, ultimately boosting product margins by over 15%. Within the organisation, I implemented a customer-centric approach by actively engaging with operations and sales teams to understand their specific needs and goals. This cross-functional collaboration streamlined procurement processes and optimised workflows, creating a positive, cohesive work environment where team members felt valued and aligned with the company's mission. My commitment to trust-based, collaborative relationships has consistently driven positive outcomes, from establishing reliable supplier partnerships to enhancing internal cooperation, which in turn contributed to operational excellence and longterm stability. This relationship-centered approach is one I am excited to bring to the Senior Procurement Officer role, supporting the Queensland Police Service’s objectives.

Inspires Others: As Warehouse and Logistics Manager at Fone Haus Pty Ltd, I prioritised fostering a unified sense of purpose by clearly communicating our operational objectives and illustrating how each team member’s contributions were integral to our success. Amid rapid growth, I presented a forward-looking vision for an expanded warehouse system, encouraging team involvement in planning sessions to instill a sense of ownership in the process. This approach generated high engagement, with team members actively suggesting workflow and layout enhancements. By aligning the team under a cohesive vision and acknowledging individual contributions, I bolstered morale and secured strong buy-in for new initiatives. This collaborative, purpose-driven environment contributed to a 99.9% order accuracy rate, reduced dispatch variances, and led to a 20% decrease in turnover, as team members felt genuinely valued and connected to broader organisational goals. My ability to inspire by articulating vision and fostering engagement has been central to achieving high standards and continuous improvement, a quality I am eager to bring to the Senior Procurement Officer role.

Drives Accountability and Outcomes: As Managing Director at Public Safety & Defence Consultancy, I placed a premium on accountability and high-quality outcomes, essential to maintaining our reputation within highly regulated sectors. I established rigorous tracking and reporting frameworks to ensure transparency at every stage of procurement and fulfillment, alongside clear performance metrics to keep the team consistently aligned with stringent client standards, even under challenging deadlines. Leading several high-stakes tenders for government contracts, I implemented strict due diligence and ethical practices across each phase, fostering an environment of integrity and precision. Through open, continuous communication with stakeholders, I provided regular progress updates and flagged potential challenges, which strengthened trust and transparency. This focus on accountability directly advanced our tenders to final stages, solidifying our credibility in the public safety sector. My steadfast commitment to accountability, professionalism, and aligned goals has consistently driven successful outcomes, a standard I am eager to uphold in the Senior Procurement Officer role to deliver exceptional results.

Fosters Healthy and Inclusive Workplaces: As Warehouse and Logistics Manager at Fone Haus Pty Ltd, I championed a workplace culture centered on health, safety, and inclusivity, recognising that a supportive environment is crucial to both employee wellbeing and productivity. I introduced regular safety training sessions and weekly inspections, fostering a proactive safety culture where team members felt empowered to report hazards and contribute to a secure work environment. Additionally, I prioritised inclusivity by actively encouraging a diverse team dynamic and ensuring that all voices were valued in team discussions. By promoting flexible work arrangements to accommodate individual needs, I enhanced job satisfaction and work-life balance, which significantly boosted team morale and engagement. My commitment to cultivating a healthy, inclusive workplace yielded tangible improvements in overall performance, an ethos I am eager to bring to the Senior Procurement Officer role, creating a collaborative environment where all team members can excel.

Pursues Continuous Growth: I have embraced continuous growth by actively seeking opportunities to expand my skills and adapt to industry advancements, particularly in procurement and supply chain management. As General Manager at Victory No.8 Ltd, I pursued training in data analytics and ERP systems, which allowed me to implement more sophisticated procurement strategies that optimised inventory levels and improved cost efficiency. This commitment to skill development enhanced our operations, enabling me to make data-driven decisions that aligned with long-term business goals. This training refined my ability to handle complex, rapidly changing environments, helping me lead my team through challenging situations with greater resilience and flexibility. I am also highly self-aware and regularly reflect on my leadership approach to identify areas for improvement. In order to expand my skills and knowledge, I am planning to undertake a professional development course in agile project management.

Demonstrates Sound Governance: As Managing Director at Public Safety & Defence Consultancy, I upheld stringent governance frameworks to ensure full compliance and proactive risk mitigation across all procurement and operational functions. Operating within tightly regulated industries, I developed and enforced Standard Operating Procedures (SOPs) for procurement, inventory management and supplier selection, critical for maintaining contractual obligations with government and defence clients. For government tenders, I implemented a multi-tier review system to ensure regulatory adherence and uncompromising quality, which bolstered our reputation for precision and reliability under rigorous evaluations. Furthermore, I conducted regular risk assessments and maintained a risk management register, enabling us to foresee and address potential threats, from supply chain volatility to compliance risks. This dedication to robust governance is a fundamental aspect of my professional ethos, one I am eager to contribute to the Senior Procurement Officer role.

STATEMENT

Manager, Primary Care Strategic Policy | Job Ad Ref: QLD/CPSS638432 | Queensland Health

As an accomplished strategic leader with extensive experience in mental health, service design, policy reform and cross-sector program development, I am eager to contribute as Manager within the Mental Health Alcohol and Other Drugs Strategy and Planning Branch at Queensland Health. I bring a track record of leading high-impact initiatives across non-profit and Aboriginal community-controlled settings. Throughout my career, I have championed system improvements through evidence-informed planning, co-design and community-led innovation. I remain committed to advancing equitable, culturally safe, and responsive health outcomes for Queensland’s diverse communities.

I bring deep knowledge of mental health and alcohol and other drugs (MHAOD) policy frameworks, underpinned by lived leadership in implementing community-based supports tailored to vulnerable populations. I have also demonstrated the ability to rapidly acquire and apply critical insights in dynamic and disaster-impacted contexts. As Senior Manager of the Early Childhood Approach at BUSHkids, I was tasked with ensuring continuity of early intervention services across multiple regions significantly impacted by flooding and natural disasters. I needed to rapidly adapt service delivery and workforce strategies to meet community mental health needs during and after these events, in line with both NDIA and state disaster recovery priorities. I swiftly engaged with state and national emergency coordination groups, reviewed disaster mental health policies, and integrated learnings into our service approach. I co-designed trauma-informed protocols with clinicians and local Aboriginal Medical Services, embedding culturally responsive support for families. I also implemented contingency planning, established telehealth access, and introduced wellbeing check-ins for vulnerable clients. These measures enabled uninterrupted access to early childhood mental health support, improved psychological safety, and were commended in external reviews. NDIA performance audits reflected sustained quality during high-risk periods, and our post-disaster response model has since been shared as a blueprint across other regions.

I have consistently demonstrated advanced interpersonal and stakeholder engagement capabilities, fostering influence and alignment across government, health, and community sectors. I lead through collaboration, strategic advocacy, and respectful negotiation to drive system-level outcomes. As Senior Manager of the Early Childhood Approach at BUSHkids, I was responsible for the statewide implementation of NDIA-funded services across diverse geographic regions, requiring the alignment of internal teams and external partners. I was tasked with improving stakeholder alignment and service accessibility, particularly in regional areas with fragmented service delivery and inconsistent understanding of the Early Childhood Approach. I initiated and led a strategic engagement strategy involving targeted consultation forums with health professionals, local government, NDIA representatives, and Aboriginal Community Controlled Health Services. I advocated for refinements to access pathways and addressed misconceptions through tailored communication and culturally sensitive engagement. I also facilitated a statewide forum that brought together over 60 stakeholders to codesign service improvements. These efforts led to significantly improved cross-sector collaboration, enhanced service coordination, and increased referral rates from health professionals. Stakeholder surveys reflected a 92% satisfaction rate, and BUSHkids was formally recognised by the NDIA for excellence in regional engagement.

I bring extensive expertise in policy development, strategic planning, and program leadership across complex public health settings. I formulate and communicate high-level advice that shapes MHAOD reforms and strengthens cross-sector outcomes. At Marathon Health, as Team Leader - Primary Health Services (Early Intervention), I identified a need for policy realignment across community-based developmental services in response to fragmented access and inconsistent MHAOD-related care pathways. I was responsible for leading the policy and service redevelopment to enhance alignment with both federal and state MHAOD strategic directions. I conducted a comprehensive service audit and facilitated co-design workshops with clinicians, Aboriginal health leaders, and primary health networks. I developed integrated care models that embedded early mental health screening and triage into universal child health services, supported by culturally responsive protocols. I presented strategic policy advice to executive leadership and regional health planners, ensuring alignment with national mental health reform and emerging state-level priorities. The revised policy and service model improved early identification of mental health risks and enhanced cross-agency collaboration. It was adopted regionally as a best-practice approach, and I was invited to present the outcomes at the National Caring for Country Kids Conference, affirming the model’s strategic relevance and system impact.

I lead with strategic foresight, drawing on diverse data sources, community insights, and stakeholder intelligence to shape inclusive health policy and program direction. I am adept at recognising system-wide implications, building cross-sector collaborations, and driving adaptive reform. As Senior Manager of the Early Childhood Approach at BUSHkids, I was tasked with leading a statewide service redesign to better align with the evolving NDIA Early Childhood Approach and broader disability reforms. I needed to ensure the model remained responsive to diverse community needs while also meeting NDIA performance expectations and enhancing sustainability across regional delivery sites. I conducted a strategic review drawing on service utilisation data, community consultations and national disability policy developments. I facilitated cross-agency workshops involving health, education and Aboriginal community-controlled stakeholders to explore opportunities for integrated pathways. Using this intelligence, I restructured the service model, introduced digital innovations, and advocated for resource reallocation to areas of highest developmental vulnerability.

The revised strategy improved access and equity, exceeded all performance benchmarks, and positioned BUSHkids as a leading provider within the national ECA framework. The initiative was recognised by the NDIA for its strategic alignment, innovation, and cultural responsiveness.

I consistently monitor environmental shifts, policy reforms and community feedback to generate insights that inform program innovation. I translate insights into practical solutions that uplift service quality, access, and impact. While leading the Early Childhood Approach at BUSHkids, I recognised service access barriers for Aboriginal and Torres Strait Islander families in remote communities, including digital exclusion and culturally mismatched engagement strategies. I was responsible for improving inclusivity and participation rates while ensuring fidelity to NDIA requirements. I conducted consultations with community Elders, frontline staff and Aboriginal health services to identify cultural and logistical barriers. Drawing on these insights, I co-designed a suite of innovations, including outreach playgroup models, flexible assessment approaches, and embedded cultural liaison roles. I also trialled hybrid digital service offerings and place-based engagement hubs. These innovations led to a significant uplift in service uptake among First Nations families, improved satisfaction scores and strengthened partnerships with Aboriginal community-controlled organisations. The model has since informed broader network practice and attracted NDIA commendation for culturally responsive innovation.

I lead with a strong focus on collective accountability and measurable outcomes, building clarity around shared goals and embedding structured mechanisms to monitor performance and quality. My approach ensures both operational discipline and team cohesion. As Senior Manager of the Early Childhood Approach at BUSHkids, I was responsible for ensuring compliance and performance delivery across geographically dispersed teams delivering services under the NDIA framework. I identified inconsistencies in service quality, supervision, and reporting across sites, posing risks to both client outcomes and contractual compliance. I implemented a comprehensive accountability framework that included formalised supervision protocols, routine audit and feedback cycles, and integrated dashboards tracking risk, workforce capacity, and client outcomes. I worked collaboratively with Team Leaders and practitioners to co-develop KPIs that were locally meaningful yet aligned with organisational goals. These reforms led to enhanced service consistency, early identification of performance risks, and strengthened internal accountability. BUSHkids achieved three consecutive High Rating assessments from the NDIA for performance and compliance, an organisational first validating the effectiveness of my leadership in embedding a culture of shared accountability.

I am deeply committed to professional and organisational growth, continuously seeking opportunities to expand knowledge, embrace innovation, and foster shared learning. I prioritise development activities that enhance both cultural integrity and system effectiveness. I am deeply committed to professional and organisational growth, continuously seeking opportunities to expand knowledge, embrace innovation, and foster shared learning. I prioritise development activities that enhance both cultural integrity and system effectiveness. While serving as Team LeaderPrimary Health Services (Early Intervention) at Marathon Health, I recognised a need to uplift cultural responsiveness across our multidisciplinary teams. I facilitated targeted professional development initiatives, including trauma-informed care workshops and collaborative training with Aboriginal health practitioners. I also partnered with local Aboriginal Community Controlled Health Services to co-develop reflective practice sessions and protocols that strengthened staff understanding of cultural safety. These initiatives led to improved team confidence in culturally responsive service delivery, enhanced interagency collaboration, and increased community trust. Feedback from staff and partner organisations affirmed the value of the approach, which has since been incorporated into broader workforce development strategies.

During the rollout of a statewide youth wellbeing framework, I played a lead role in aligning interagency priorities across education, health, justice, and Aboriginal peak bodies. Through high-trust engagement and structured dialogue, I facilitated the co-creation of a unified policy engagement model that honoured cultural values, addressed systemic gaps, and reinforced accountability mechanisms. The resulting policy achieved strong sector-wide endorsement and was implemented as a standardised template across multiple Queensland regions, significantly enhancing policy coherence and service integration for young people. The framework has since informed broader youth engagement strategies and contributed to sustained improvements in cross-sector service coordination.

I lead with strategic foresight, cultural humility and a commitment to professional growth and team cohesion. My leadership approach emphasises empowerment, reflective practice and accountability, ensuring staff feel valued, supported, and equipped to deliver results. I consistently build high-functioning teams that thrive in complex, fast-paced policy environments, with a focus on continuous improvement and collaborative learning. I am deeply committed to advancing equitable, culturally responsive, and evidence-informed health policy that delivers tangible and enduring outcomes for Queensland’s diverse communities. My work consistently reflects a focus on addressing systemic inequities, embedding lived experience in design processes, and driving innovation that aligns with statewide reform agendas. With a record of strategic leadership, cross-sector collaboration, and high-impact program delivery, I bring both the expertise and visionary thinking required to influence complex policy environments, positioning me to make a meaningful contribution to Queensland Health’s system stewardship responsibilities.

I am excited to contribute to Queensland Health’s strategic agenda and bring my passion for equitable mental health reform to this leadership role. Possessing a strong foundation in policy, planning, and stakeholder engagement, I am confident in my ability to deliver impactful, community-focused outcomes that improve access, quality and coordination of care. I am dedicated to supporting continuous improvement and innovation within the MHAOD landscape, and to champion sustainable, culturally responsive systems that meet the needs of all Queenslanders.

Thank you for taking the time to review examples of our work. Each document we prepare is meticulously written and strategically structured to highlight our clients’ professional achievements, leadership capabilities and career aspirations, with extensive expertise supporting applicants across the Queensland Public Service and the broader government sector.

Led by Monique Thompson, Director and Senior Résumé Writer, our team brings more than thirty years of experience assisting clients and government departments within the Australian Public Service, as well as across state government, education and not-for-profit sectors. We specialise in developing persuasive and outcomesfocused résumés, comprehensive selection criteria responses, capability statements, tailored cover letters and optimised LinkedIn profiles.

Our professional services, including targeted career coaching and interview preparation, are designed to strengthen professional presentation, enhance credibility and support individuals and organisations in achieving excellence within Queensland’s values-driven public sector employment landscape.

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