QLD GOVERNMENT EXAMPLES

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QUEENSLAND GOVERNMENT EXAMPLES

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0412 345 678

R É S

mail@outlook.com

U M É

Jane Smith CAREER OBJECTIVE Highly efficient, technology savvy and results-driven medical administration professional at Sunshine Coast Hospital and Health Service I am keen to continue my contribution to the hospital and its administrative services in the role of Administration Officer - Director Support, Maternity in the Women’s and Family Outpatient Unit. Demonstrating a proven track record of achievement in office administration across various fast paced industries and deadline-driven environments, I have gained a broad range of expertise whilst maintaining a high level of confidentiality and integrity aligned with strategic direction. I embrace the opportunity to continue supporting the Women’s and Family Service Group whilst providing a high level of confidential administrative and reception support, operating as a primary point of contact for internal communication on a daily basis and externally with various departments and agencies.

KEY SKILLS & COMPETENCIES • • • • • • • • • • • • • • •

Provide quality administrative and clerical support Understand and utilise appropriate medical terminology Utilise various computer applications and databases Provide timely and accurate executive support Scheduling, diary and electronic calendar management Organise meetings, minute taking and distribution Deliver quality service aligned with customer needs Uphold and promote ethical and transparent behaviour Manage incoming and outgoing calls and enquiries Demonstrate professionalism, courtesy and respect Advanced cross-cultural communication skills Build effective relationships with key stakeholders Advanced computer operation and data entry Prepare correspondence, letters and agendas Support fast paced and multidisciplinary teams

• • • • • • • • • • • • • • •

Design and implement office systems and procedures Maintain accurate manual and computerised records Process financial transactions and manage accounts Meets all regulatory and compliance requirements High level of integrity, dependable and results-driven Maintain a positive, polite and helpful approach Exercise a high level of tact, judgement and initiative Thrives in a high-volume team environment Identify resources to complete work tasks Engage with others to share or seek information Promote a positive work and drive improvement Identify and escalate complex issues and problems Understand and apply legislation and procedures Ability to meet deadlines and conflicting priorities Contribute to improving policies and procedures

PROFESSIONAL DEVELOPMENT Current 2014 2013

Queensland Full Open Driver’s Licence, Queensland Government Responsible Service of Alcohol, Hospitality Training Australia Construction Induction (White Card), WorkSafe WA

EMPLOYMENT HISTORY May 2017 - Current

SUNSHINE COAST UNIVERSITY HOSPITAL | www.health.qld.gov.au Birtinya, Queensland Administration Officer & ieMR Coordinator - Maternity Clinic

Sunshine Coast University Hospital (SCUH) is a tertiary, teaching hospital servicing all parts of the Sunshine Coast and Gympie regions.

SCUH saw its first patients on 21 March 2017 and was officially opened on 19 April 2017 by the Queensland Premier and Minister for Health and Minister for Ambulance Services.

Key Duties: • Provide effective and comprehensive Line Customer Service, arranging patient follow up appointments and making patient bookings.

• Answered incoming phone calls and provided information to clients in an effective and efficient manner, providing clear information.

• Undertake and perform Clinic Batching, Clinic Preparation and oversee the management of all clinic template request and changes.

• Enter referrals into the internal system, manage the waitlist and request list, oversee Medicare billing and ensure files are accurate.

• Action all reports to ensure data is correct and up to date, including organising ESM Appointment Status and Expired Referrals, etc.

• Run and host monthly OPD occasions of service reports and updates to the YTD report through the use and application of Microsoft Excel.

• Booked and recorded car servicing, completing and organising monthly usage reports on UMS for Q Fleet in an effective manner.

• Action the registrar and resident roster, including any closures, changes or updates when editing and changing file information.

• Liaise with the Nurse Unit Manager and O&G Director as required to present and raise issues or areas of improvement in the office.

• Facilitate and manage the delivery of effective and all-encompassing staff training aimed to improve and enhance overall operations.

• Manage patient admission and discharges, supporting clinical staff and making ultrasound bookings in an effective manner.

• Operate as the ieMR/ESM direct point of contact for approximately 50 members of the Women’s and Families administration staff.

• Manage and oversee the use and application ESM Super User, updating the internal information in an effective manner.

Dec 2016 - May 2017

BUNDABERG BASE HOSPITAL | www.health.qld.gov.au Bundaberg, Queensland Administration Officer - Health Information & Medical Records Department

Queensland Health operates and administers the state's public health system, responsible for creating better health care for Queenslanders. Bundaberg Base Hospital provides health services including emergency care, general medicine and surgery, allied and community health, mental health and oral health, alongside a range of specialist and outreach services.

Key Duties: • Process, receipt and track incoming and outgoing patient medical records accurately to ensure chart accessibility.

• Maintain confidentiality whilst accessing secure storage areas of the hospital to retrieve and deliver patient medical records to wards, clinics and other hospital departments as requested and required by authorised staff.

• Perform general administrative duties including answering telephone and front counter enquiries as required.

• Administer release of information in accordance with relevant legislation, policy and statutory requirements.

• Perform mid-level interpretation and communication of patient information contained within medical records and other hospital information systems to authorised external enquirers where appropriate.

• Generate reports of missing charts and liaise with all departments of the hospital to locate these in a timely manner.

• Contribute to the daily operations of the medical records department by providing advice and support to staff.

• Execute ethical decision-making within delegated authority to support the achievement of organisational objectives.

• Prioritise workload effectively and perform duties responsibly in the absence of supervision where necessary.

• Undertake additional or higher duties as necessary to ensure optimal service delivery is maintained at all times.

EMPLOYMENT HISTORY CONT’D… May 2014 - Sep 2016

ESS - COMPASS GROUP | www.compass-group.com.au Bechtel: APLNG Gladstone, Queensland Site Administrator - Remote & Offshore (3:1 Roster)

ESS - Compass Group provides a broad range of support options for people and business organisations operating in the oil & gas, mining, construction and defence industries, providing vital assistance in large scale accommodation centres, projects, villages and camps.

Key Duties: • Managed all accommodation bookings for workers, encompassing 2748 rooms where residents stayed according to their rosters.

• Coordinated the lock box database, ensuring all storage containers are collected from designated rooms as residents departed.

• Assisted management with rosters, processed timesheets and entered payroll data in readiness for head office to process payments.

• Assisted employees with payroll enquires, ensuring to resolve on their behalf in a timely manner and maintain service delivery.

• Liaised with the client to arrange HR paperwork, gaining approval for workers who required a Temporary Work Permit/Service Permit.

• Approved substantial invoices and input data into spreadsheet in preparation for end of month billing operations and services.

• Undertook problem solving and complaints resolution, assisting both residents and client to resolve issues.

• Liaised directly with the client (Bechtel) in relation to various matters, forming a strong working relationship.

• Supervised other staff members and relieved supervisor duties in their absence (RNR, sick or on annual leave) • Conducted employee inductions for new arrivals into camp, offering guidance and mentorship as required.

• Undertook retail sales worked in the small retail store and booked barges as required to transport workers.

Key Achievements: • Assisted the catering for a VIP function in which the Queensland Premier, Anna Bligh attended, along with many other stakeholders.

• Received an award for Outstanding Teamwork from management after being complimented on my customer service by a resident.

Nov 2009 - May 2014

BUNDABERG RADIOLOGY | www.bundyrad.com.au 3A Takalvan Street, Bundaberg Central QLD 4670 & Mater Misericordia Hospital, 313 Bourong Street, Bundaberg Central QLD 4670 Medical Administrator

Established by Dr J Mitchell in 2004, Bundaberg Radiology is a progressive x-ray and medical imaging practice offering a professional and caring environment, with contemporary equipment and technology.

Key Duties: • Contributed as a Medical Administrator at Bundaberg Radiology, the centralised call centre for all associated branches.

• Bulk Billed patients according to the Australian Medicare Schedule, ensuring the referrals were compliant with legislative bodies.

• Prepared patients for procedures including research and information gathering to ensure patients were suitable for the procedure.

• Scheduled patient’s bookings via telephone ensuring the provision professional and friendly customer service.

• Processed numerous patient paperwork, including procedural questionnaires to safeguard the safety of patients.

• Maintained accurate patient records, handled patient enquiries and offered additional assistance when required.

• Liaised effectively with Australian Hospitals, Doctors, Pathology’s, Medical clinics and other institutions.

• Maintained patient records accurately, ensuring to maintain a strict level of patient confidentiality at all times.

• Acted as an intermediary between patients and doctors, medical office and insurance companies.

• Kept abreast of specific medical terminology in order to book patients in for the correct procedures.

• Maintained a thorough understanding and knowledge of the Medicare Schedule.

Higher Duties: • Relieved the MRI administrator’s position as required, encompassing: - Organising patient MRI pre-screen questionnaires.

- Providing previous hospital medical records for Radiographers, Radiologists and Sonographers.

COMPUTER & IT SKILLS • • • • • • • •

AGFA Scheduling (Medical Imaging Appointment Scheduling) Blue Chip (Billing System) Contrast Imaging Solutions EMR (Electronic Medical Records) Enterprise Scheduling Management (ESM) FAMMIS (only basic knowledge) Fast and accurate keyboard skills (77- 86 wpm) HBCIS

PERSONAL DETAILS Nationality: Languages: Health: Licences:

Australian Fluent English Excellent, physically fit Current Driver’s Licence

PRO FE SSIO NAL REFEREE S Name Surname Acting Administration Coordinator Sunshine Coast University Hospital Women’s and Families Outpatient Clinic  (07) 0000 0000

Name Surname Nurse Unit Manager Sunshine Coast University Hospital Women’s and Families Outpatient Clinic  (07) 0000 0000

• • • • • • •

Integrated Electronic Medical Records (ieMR) Medi Records (Billing System) MICROS: Point of Sale Microsoft Office Suite (Word, Outlook, Excel, PowerPoint) Practix (Billing System) Technically savvy, email and internet proficient Village Accommodation Management System (VAMS)

0411 444 666

j-smith@email.com.au

1 Lakes Street, Shelbyville QLD 4444

R É S U M É

John Smith CAREER OBJECTIVE Having demonstrated exceptional results as an accomplished professional throughout my leadership career with Queensland Fire and Emergency Services (QFES) spanning 16 years, I am keen to undertake new challenges as Area Director, Rural Fire Service (FRINS). Leading by example with a high level of initiative, I have demonstrated a proven track record in providing on site command and direct operations in accordance with QFES legislative requirements. Driving transformation and reform, I have actively contributed to managing organisational change through consultation and discussion with staff, volunteers, the community and other stakeholders. I am confident I would continue to make a positive contribution within the role of Area Director, as demonstrated in my current acting position with key competencies in managing the efficiency and effectiveness of human resources, finances and assets of the Area in accordance with departmental policy and procedures to provide high quality support to staff, volunteers and Rural Fire Brigades.

KEY SKILLS & COMPETENCIES • • • • • • • • • • • • •

Manage and optimise the effectiveness of the Area team Provide effective assistance to brigades and volunteers Manage departmental change through liaison and discussion Manage the effectiveness of the area team operations Develop strategic initiatives and strategic direction Lead, motivate, train, coach and empower staff Manage and review human resource requirements Improve resource allocation and management Project and program management on time and budget Engage and network with industry and peak bodies High level relationship building and sustainability Upholds a clear vision and manages cultural change Develops and implement initiatives and drive innovation

• • • • • • • • • • • • •

Ensure organisational databases and records are updated Lead management groups throughout the region Deliver quality training and education to the community Meet all regulatory and compliance requirements Analyse budgets, financial trends and forecasts Provide recommendations to enhance performance High level of integrity, dependability and results-driven Meet and achieve departmental performance targets High level conceptual, analytical and writing skills Understands and applies government legislation Ability to meet deadlines and conflicting priorities Capacity to resolve issues and develop procedures Maintain performance against strategic plans

QUALIFICATIONS & TRAINING 2018 1994 1979

TAE 20110 Certificate IV in Training and Assessment (TAE) Advanced Diploma of Ministry Higher School Certificate

QFES Nazarene Theological College Pendle Hill High School

COMPUTER & TECHOLOGY SKILLS • • • •

Microsoft Word Microsoft Excel Microsoft Outlook Microsoft PowerPoint

• • • •

Various Databases QFES Records Management systems Accurate keyboard skills Email and internet

EMPLOYMENT HISTORY Dec 2003 - Current

QUEENSLAND FIRE & EMERGENCY SERVICES | www.qfes.qld.gov.au Rural Fire Service | Barcaldine Emerald, Innisfail, North Coast, Central Region & Mackay Area

Jul 2018 - Current Apr 2019 - May 2019 June 2019 Apr 2019 - May 2019 Dec 2018 - Jan 2019 Apr 2018 - Jul 2018 Sep 2017 - Apr 2018 Jun 2017 - Aug 2017 Mar 2017 - Jun 2017 Nov 2015 - Mar 2017 Mar 2015 - Nov 2015 Feb 2006 - Mar 2015 Dec 2003 - Jan 2006

Substantive Bushfire Safety Officer - Far Northern Region Acting Inspector/Area Director - Barcaldine Emerald Area Acting Inspector/Area Director - Charters Towers/Cloncurry Acting Inspector/Rural Fire Service Lead - Organisational Engagement Directorate Acting Inspector/Area Director - Innisfail Area Acting Bushfire Safety Officer - North Coast Region Acting Bushfire Safety Officer - Central Region Acting Bushfire Safety Officer - North Coast Region Acting Area Training & Support Officer - Mackay Area Brigade Training and Support Officer - Mackay Area Acting Area Training and Support Officer - Mackay Area Brigade Training and Support Officer - Mackay Area Administrative Officer - Mackay Area

The Queensland Fire and Emergency Services (QFES) is the primary provider of fire and emergency services in Queensland. The QFES was established in 2013 to improve the coordination and planning of emergency services, adopting an 'all hazards' approach to emergency management.

Substantive Bushfire Safety Officer (Jul 2018 - Current) Far Northern Region Responsibilities: • Provide support to the operation Cool Burn Reporting, identifying areas of improvement and implementing new and efficient processes.

• Liaise with Area Directors and stakeholders regarding the application of risk mitigation efforts and community engagement works.

• Operate and complete tasks in conjunction with the Regional Manager coordinate Regional Inter Departmental Committee meetings.

• Manage the Volunteer Community Educator Network, overseeing the focus of volunteer efforts, volunteer operations and training.

• Oversee responsibility for the development and maintenance of partnerships to assist stakeholders in community bushfire education.

• Support other departmental divisions to assist in the delivery of community safety materials to ensure a coordinated approach.

Achievements: • Operated within the capacity of Planning Officer in ROC during September Watsonville fires of 2018 to enable and support response.

• Operated within the capacity of Public Information Officer during September 2018 Watsonville fires in both ROC and Atherton ICC • During multiple cyclones in 2018 - 2019 season, performed roles of Logistics and Rural Liaison Officer within the ROC. • Effectively completed all 21 Bushfire Risk Mitigation Plans for Local Government Areas for 2018 in conjunction with Area Office Staff.

As a result, Fire Management Groups are now bring initiated for the first time in all 21 Local Government Areas.

Acting Inspector/Area Director (Apr 2019 - May 2019 - Acting Inspector/Area Director Charters Towers Cloncurry (June 2019) Barcaldine Emerald Area Responsibilities: • Oversaw the management of the Barcaldine Emerald and Charters Towers Areas including both staff and volunteers’ operations, addressing arising issues.

• Supported and trained the area team of volunteers/staff and address grievances according to departmental policy and guidelines.

• Liaised with a wide range of stakeholders, including local government bodies, regarding various mitigation and operational issues.

• Managed resources within the area, placing requisition orders for replacement resources and replenishment consumables as needed.

• Oversaw the management for the delivery of training requirements and facilitated the development of the Area training calendar.

• Assisted brigades/volunteers in facility management i.e. construction, maintenance and acquisition of assets and capital works.

• Ensured organisational databases and records management systems were managed and updated, ensuring accurate reporting.

Achievements: • Developed and implemented a plan to find and map all slip on units with new relieving staff. I identified an issue where resources were unclearly located. The plan had a two-fold purpose of (i) locating resources and (ii) reengaging with brigades and stakeholders.

• Identified administrative and brigade short falls, developed and implemented plans to ensure organisational compliance at all times.

Acting Inspector/Rural Fire Service Lead (Apr 2019 - May 2019) Organisational Engagement Directorate Responsibilities: • Liaised with internal QFES directorates and Rural Fire Service stakeholders when new initiatives were developed to ensure that all the needs of stakeholders, such as the RFBAQ, Together Union, RFS regions/areas and RFS volunteers, are considered at all times.

EMPLOYMENT HISTORY CONT’D… • • • •

Collaborated with stakeholders to ensure that any concerns and feedback are directed towards the appropriate directorate.

Promoted community awareness and education to ensure risk reduction in fire prevention, protection and management strategies.

Managed the effectiveness of teams by providing quality support to volunteers and address grievances in accordance with policy.

Consulted and negotiated with senior staff from QFES, Local Government, other Government agencies, authorities, Indigenous communities and community groups to evaluate the effectiveness of fire response plans and provide advice on mitigation strategies.

Achievements: • Facilitated and participate in QFES Connect Regional Forums to develop and enhance the overall improvement of the QFES. Acting Inspector/Area Director (Dec 2018 - Jan 2019) Innisfail Area Responsibilities: • Maintained the overall management of the Innisfail Area, including both staff and volunteers in an effective and efficient manner.

• Managed the operations of the QFES within the Innisfail area, including addressing arising and identified issues in a timely manner.

• Liaised with stakeholders, including local government bodies, regarding the mitigation of risk and any related operational issues.

• Managed the resources within the area, taking steps and implementing functions to maintain a consistent level of resources.

• Managed the training requirements of staff and assisted the facilitation of the development of the Area training calendar.

Achievements: • Contributed as an Operations Officer, Innisfail ICC during the Cardwell Fires 2018 for effective response to all operations.

• Operated as a Logistics Officer Innisfail ICC during Tropical Cyclone Owen of 2018 and within the ROC during the 2019 Monsoon.

• Worked closely with the Fire & Rescue Area Commander, Craig Nolan, to achieve successful outcomes during operational periods of the Cardwell fires and Tropical Cyclone Owen, operating in an effective and efficient manner to maximise operational capacity.

• Identified administrative and operational deficiencies and implemented new and improved processes to overcome these deficiencies.

• Developed and delivered a comprehensive and effective presentation to the District Disaster Management Group (DDMG) on the series of fires known as the “Cardwell Fires” in conjunction with and in support of Fire & Rescue Area Commander Craig Nolan.

• Established lasting and supportive relationships with stakeholders to enable comprehensive operations and support cohesion.

Acting Bushfire Safety Officer (Apr 2018 - Jul 2018) North Coast Region Responsibilities: • Provided support to the operation Cool Burn Reporting, identifying areas of improvement and implementing more efficient processes.

• Liaised with Area Directors regarding mitigation activities and community engagement to improve and enhance service delivery.

• Managed and provided support to the Volunteer Community Educators Network, identifying and implementing improvements.

• Organised and delivered two Volunteer Community Educator workshops, tailoring each workshop to meet the needs of individual areas.

• Organised and delivered Inductions for Volunteer Community Educators, providing materials and answering any presented questions.

Achievements: • Implemented a series of tri-monthly Volunteer Community Educator Area meetings, which targeted the appropriate season including Operation Cool Burn, Fire Season and Severe Weather Season in an effective and efficient manner at all times.

Acting Bushfire Safety Officer (Sep 2017 - Apr 2018) Central Region Responsibilities: • Operated within the capacity of Public Information Officer for the Regional Operations Centre (ROC) in an effective manner at all times.

• Provided support to the operation Cool Burn Reporting, identifying areas of improvement and implementing more efficient processes.

• Liaised with Area Directors regarding mitigation activities to develop and enhance the completion and delivery of various tasks.

• Managed and supported the Volunteer Community Educator network, identifying areas of improvement and further development.

Achievements: • Performed the VCE Network review, identifying strengths and gaps within the network and formulated a plan to build the network.

• Organised and ran a highly successful Regional VCE workshop for 2018, receiving recognition from senior members of the QFES. Acting Bushfire Safety Officer (Jun 2017 - Aug 2017) North Coast Region Responsibilities: • Supported and managed the delivery of the Operation Cool Burn Reporting, meeting all set deadlines in an effective manner at all times.

• Liaised and collaborated with stakeholders on risk mitigation activities to support the completion and management of all operations.

• Collaborated and coordinated with Area Directors regarding mitigation activities to enable the completion of a wide range of tasks.

• Provided effective and lasting support to the Volunteer Community Educator network, making improvements and changes as needed.

EMPLOYMENT HISTORY CONT’D… Achievements: • Formulated and delivered the AIIMS refresher training to HQ Plantations, paying particular attention to the QFES/HQ Plantation Memorandum of Understanding and Guidelines to enable and facilitate consistent compliance and policy alignment.

Acting Area Training & Support Officer (Mar 2017 - Jun 2017) Mackay Area Responsibilities: • Developed and implemented a training program and calendar, overseeing the processing of training on Learning Management System.

• Managed and mentored Rural Fire Instructors and Brigade trainers, overseeing the delivery of brigade training to Support Officers.

• Organised a wide range of training events and delivered various training programs to members of personnel in an effective manner.

• Liaised with Rural Fire Brigades regarding training issues and advised Rural Fire Brigades and volunteers about the use of equipment.

• Trained and mentored Fire Wardens and acted within the position of Chief Fire Warden in the absence of the Area Directors.

• Attended and chaired Rural Fire Brigade Annual General Meetings and General Meetings, liaising with brigades regarding procedure.

• Liaised with landholders and collaborated with land management agencies to provide advice on fire matters, mitigation and wildfires.

• Provided effective and efficient support to Rural Fire Brigades and volunteers when operational to enable smooth operations.

• Participated in Area Fire Management Group meetings as a Core Member of the Mackay Regional Council Rural Safety Working Group.

Achievements: • Operated in the position of Logistics Officer in the Mackay ICC during Tropical Cyclone Debbie in March 2017 to support responses.

• Operated as Rural Fire Service Liaison Officer in Proserpine ICC during TC Debbie 2017, establishing correct reporting lines and implementing effective tasking for the on ground crews.

• Operated within the capacity of Strike Team Leader during Tropical Cyclone Debbie in April 2017 to deliver supportive services.

Brigade Training and Support Officer (Nov 2015 - Mar 2017) Mackay Area Responsibilities: • Organised and delivered training to Rural Fire Brigades, managing the Volunteer Community Educator network in the area.

• Provided effective assistance to the Rural Fire Brigades with the writing and obtaining of grants to support overall operations.

• Coordinated the council levy process with both brigades and local government in an effective and efficient manner at all times.

• Organised Area Fire Management Group meetings to discuss current initiatives and develop improvement operations for training.

• Provided assistance for the Rural Fire Brigades in the conduct of recruitment operations to support the hiring and training of staff.

• Attended and chaired Rural Fire Brigade Annual General Meetings and General Meetings and gave advice on policy and procedure.

• Delivered Fire Warden training and provided effective support to the Rural Fire Brigades and volunteers when operational.

• Participated in Area Fire Management Group meetings, operating as a Core Member of the Mackay Rural Safety Working Group.

Achievements: • During many Tropical Cyclones, participated in numerous ICCs and provided effective and lasting support to Rural Fire Brigades.

Acting Area Training and Support Officer (Mar 2015 - Nov 2015) Mackay Area Responsibilities: • Developed an Area training plan in consultation with all stakeholders to establish training direction and present current plans.

• Managed Brigade Training and Support Officer and Managed the development of Rural Fire Instructors and Brigade Trainers.

• Processed a wide range of training records on the Learning Management System, organising and delivering training programs.

• Liaised with brigades and volunteers on training issues, providing advice to Rural Fire Brigades and volunteers regarding equipment.

• Trained and mentored Fire Wardens and acted as Chief Fire Warden in the Area Director’s absence to enable and maintain operations.

• Attended and chair Rural Fire Brigade Annual General Meetings and General Meetings, providing advice on policies and procedures.

• Liaised with landholders and provide advice on fire matters and mitigation and collaborated with land management agencies.

• Participated in Area Fire Management Group meetings as a core member Mackay Regional Council Rural Safety Working Group.

Achievements: • Operated within the position of Regional Operations Centre Coordinator during Byfield fires March 2015.

• Incident Controller during protracted Midge Point fire and a long campaign fire in Homevale National Park in November 2015 • Received recognition for my exceptional efforts through the awarding of the Diligent and Ethical Service Medal in 2015.

Brigade Training and Support Officer (Feb 2006 - Mar 2015) Mackay Area Responsibilities: • Organised and deliver training to Rural Fire Brigades, managing the Volunteer Community Educator network in the area.

• Provided assistance to the Rural Fire Brigades with writing and obtaining grants, supporting Rural Fire Brigades with recruitment.

• Coordinated the council levy process with the Rural Fire Brigades and Local Government, organising Fire Management Group Meetings.

EMPLOYMENT HISTORY CONT’D… • • •

Attended and chaired the Rural Fire Brigade Annual General Meetings and General Meeting and advice on policy and procedure.

Operated within the capacity of a Core Member of the Mackay Regional Council Rural Safety Working Group to facilitate operations.

Delivered Fire Warden training and offered effective support to Rural Fire Brigades and volunteers when operational.

Achievements: • Developed and implemented a wide range of new and improved levy process for brigades when reporting to local government.

• Assisted a group of Primary Producer brigades in the Clarke Creek area with long standing fire issues, between both sides of the Clarke Connors Range to work together, to mitigate the risk on the range using aerial incendiaries. I consulted with all parties, they reached a consensus, then I approached the local Natural Resources group for funding. I managed to mitigate the risk on the range and this solution is still in place today and the long campaign fires that traditionally occurred have been minimised.

• Led and coordinated a Strike Team to Biloela to assist with the aftermath of TC Marcia.

Administrative Officer (Dec 2003 - Jan 2006) Mackay Area Responsibilities: • Answered and directed numerous phone calls to the correct department, answering questions and queries in a clear manner.

• Processed and filed a wide range of member applications, equipment orders, incident reports through various software programs.

• Managed and maintained the organisation and distribution of incoming and outgoing mail in an accurate and effective manner.

• Answered volunteer enquiries in a clear and concise manner, ensuring all information provided was accurate and correct.

• Maintained budgets, ensuring all items and requisitions were kept within budget guidelines at all times and instances.

• Operated within the capacity of Logistic Officer during operations to support and enable the achievement of set outcomes.

Achievements: • Developed an Annual General Meeting guide for brigades, including minute templates, report templates and agenda documents.

VOLUNTARY EXPERIENCE Feb 2006 - Current

SEAFORTH DISTRICT RURAL FIRE BRIGADE | www.ruralfire.qld.gov.au Seaforth, Queensland Crew Leader

Queensland Rural Fire Brigades are community-based volunteer firefighting and emergency services organisations, which deliver a wide variety of services that protect rural, regional and urban communities. These include bushfire mitigation, community education and fire and rescue emergency response and recovery in their local area.

PRO FE SSIO NAL REFEREE S Superintendent Brian Smith Regional Manager, Central Region  0448 189 415  brianp.smith@qfes.qld.gov.au

Inspector Andrew Houley Mackay  0417 731 937  andrew.houley@qfes.qld.gov.au

Superintendent Lawrence Laing Regional Manager, Far Northern Region  0437 721 617  Lawrence.Laing@qfes.qld.gov.au

0412 345 678

R

É S U M

jane-smith@hotmail.com

20 Brown Street, Shelbyville QLD 4444

É

Jane Smith www.linkedin.com/in/jane-smith/

CAREER OBJECTIVE Highly efficient, technology savvy and results-driven administration professional, I am actively pursuing an exciting position as a Project Management Support Officer at RoadTek Downs South West with the desire to undertake new challenges and make a valuable contribution in the public service. Demonstrating a proven track record of achievement in office administration within deadline-driven environments, I have gained a broad range of expertise whilst maintaining a high level of confidentiality and integrity aligned with strategic direction. Confident I would make a positive contribution to your team offering a wealth of experience over my extensive career, I embrace the opportunity to provide high level support to management and project teams, communicate with industry representative and ensure the management of project correspondence so that issues are prioritised and directed accordingly.

QUALIFICATIONS & TRAINING 2016

REIQ REAL ESTATE AGENTS LICENCE REIQ - Southport, QLD

1988

ASSOCIATE DIPLOMA OF BUSINESS Business University QLD, Gatton Campus

KEY SKILLS & COMPETENCIES • • • • • • • • • • • • •

Provide high quality clerical and administrative support Utilise various computer applications and databases Contribute to allocation of responsibilities and resources Scheduling, diary and electronic calendar management Organise meetings, minute taking and distribution Deliver quality service aligned with customer needs Uphold and promote ethical and transparent behaviour Manage accounts payable and receivable functions Manage incoming and outgoing calls and enquiries Maintain accurate manual and computerised records Process financial transactions and manage accounts Assist in implementing systems improvement initiatives Balance various competing and conflicting work priorities

• • • • • • • • • • • • •

Prepare accurate documentation to support cost estimates Develop and implement innovative marketing strategies Maintain effective records management systems Meets all regulatory and compliance requirements Manage internal and external stakeholder relationships Exercise a high level of tact, judgement and initiative Provide prompt and accurate reports and feedback Apply new or updated technology applications Engage with others to share or seek information Identify and escalate complex issues and problems Understand and apply legislation and procedures Ability to meet deadlines and conflicting priorities Contribute to improving policies and procedures

COMPUTER SKILLS • • • •

Microsoft Word Microsoft Excel Microsoft Outlook Microsoft PowerPoint

• • • •

Various Databases MYOB Email and internet Quick learner, keen to update

EMPLOYMENT HISTORY Nov 2013 - Current

RYANS MULCHING QUEENSLAND | www.ryansmulching.com.au Logan Village, Queensland Contracts Manager/Office Manager

Ryans Mulching is a locally owned and family operated company that has been delivering first class land clearing and vegetation management since 2001. Ryans mulching is an innovator in the green waste, land clearing, tree lopping industry and vegetation management Responsibilities: • Obtain a wide range of documents, clearances, certificates and approvals from various local and state bodies and federal agencies.

• Copy, log and scan supporting documentation in an accurate and effective manner, addressing incorrect data as it arises.

• Enter a wide range details such as payments, account information and call logs into the computer system to maintain data logs.

• Perform the initial client assessment and analysis to begin research process for all projects in an effective and efficient manner.

• Respond to customer requests via telephone and email, identifying their needs and providing effective and relevant information.

• Produce ad hoc reports and documents for senior team members and prepare a wide range of quotes for all projects.

• Manage the creation and presentation of billing and receipts documents, meeting accounts payable and receivable requirements.

• Completed all daily, weekly, monthly, quarterly and yearly financials, payroll and superannuation in an efficient manner.

Achievements: • Received awards for multiple contracts exceeding $500,000 with TMR, civil contractors, local councils and Santos/QCG.

Jul 2008 - Nov 2013

BAXTER HEALTHCARE | www.baxter.com New South Wales, Queensland & Northern Territory

Mar 2011 - Nov 2013 Jul 2008 - Mar 2011

Regional Manager Key Account Manager

Baxter International Inc. is an American health care company with headquarters in Deerfield, Illinois. The company primarily focuses on products to treat hemophilia, kidney disease, immune disorders and other chronic and acute medical conditions. Baxter's Medical Products business produces intravenous products and other products used in the delivery of fluids and drugs to patients Regional Manager (Mar 2011 - Nov 2013) Responsibilities: • Oversaw the management of all public and private hospitals on the East coast of Australia and throughout the Northern Territory.

• Managed and maintained a team of Northern Territory Managers, achieving sales budget in excess of $ 5 million per year.

• Led, supported and mentored staff to ensure the delivery of consistently high service standards and positive outcomes.

• Coordinated programmes, strategies and campaigns to meet and exceed established quarterly and annual targets at all times.

• Developed and maintained effective relationships with key clients and agencies, ensuring stakeholder satisfaction at all instances.

• Collaborated with senior management to ensure the delivery of campaigns and programs within the company portfolio.

• Conducted comprehensive market and operational environment analysis and identify revenue streams and opportunities.

• Designed, developed and delivered tailored strategic plans for key advertising agencies and clients to deliver intended outcomes.

• Evaluated campaign and strategy results to identify areas of improvement and updated plans according to business needs.

• Coordinated and collaborated with National Sales and Marketing Managers in the execution of regional sales strategies.

• Addressed ant issues of underperformance and provide relevant training and support to improve staff capabilities.

Achievements: • Received an award and recognition as Sales Manager of the year 2012 throughout my diligent and tireless efforts for the company.

Key Account Manager (Jul 2008 - Mar 2011) Responsibilities: • Maintained all Queensland Hospitals at the Director level, ensuring the maximum usage of IV fluids, anaesthetics and cytotoxic items.

• Introduced full CYTO’ usage across all Mater Hospital Group through the liaison and collaboration with key hospital contacts and staff.

• Managed a range of key client relationships and the coordination of associated national strategies in an effective manner at all times.

• Supervised, led, managed and mentored a wide range of sales teams, ensuring consistently high service standards at all instances.

• Designed, developed, implemented and reviewed national marketing plans to ensure maximum exposure for all company products.

• Attended negotiation activities for trading terms and promotional programmes as required to enable effective and positive results.

• Established and maintained positive client relationships and respond to concerns in a timely manner to preserve client relationships.

EMPLOYMENT HISTORY Responsibilities Cont’d: • Prepared and produced documents and standard operating procedures for national sales teams in an effective manner.

• Implemented a wide range of tailored Service Provision Agreements (SPAs) across all major groups and businesses.

• Facilitated and coordinated weekly sales meetings to discuss issues, trends and emerging markets to enhance operations.

Achievements: • Received recognition as they Key Account Manager of the Year in both 2009 and 2010 for my positive contributions.

Feb 2006 - Oct 2008

MEDICAL AND SURGICAL REQUISITES | www.medsurg.com.au Richlands, Queensland Sales Manager

MSR is a privately-owned Queensland company founded in 1922. They service aged care facilities, hospitals, general practice, day surgeries, and other healthcare providers with a range of medical supplies. Additionally, they are a supplier of other products such as surgical instruments, electro-medical equipment, autoclaves and sterilizing products, exam couches, trolleys, and disposable items.

Responsibilities: • Delivered excellent service to customers utilising various strategies, assisting customers with issues and recommending solutions.

• Built and maintained an understanding of individual client requirements and use technical expertise to exceed set expectations.

• Applied exceptional conflict resolution skills to deal with challenging situations, providing comprehensive solutions for issues.

• Met and exceeded challenging sales targets by utilising a variety of sales tactics and contributing positively to the team environment.

• Maintained an excellent understanding of current industry trends and new products, utilising information to influence customers.

• Regularly participated in internal professional development training to continuously update knowledge, skills and expertise.

Jan 2000 - Sep 2006

COLES MYER GROUP | www.colesgroup.com.au Various Stores, Queensland Manager Assistant

Coles Group Limited (formerly Coles Myer Limited) is an Australian public company operating numerous retail chains. It was Australia's second-largest retailer, behind Woolworths Limited, until it was acquired by Western Australian public company Wesfarmers, with transfer of ownership on 23 November 2007.

Responsibilities: • Operated within the capacity of second in command in the completion and management of store maintenance and daily routines.

• Oversaw and undertook the management of over 50 staff members at any one time, ensuring all staff needs are met at all times.

• Maintained accountability across all departments, liaising with key team members to ensure the delivery of all company needs.

• Managed store stock levels in an effective manner, conducting stocktakes and investigating any discrepancies for unaccounted stock.

• Compiled staff rotations, preparing rosters and ensuring proper staff levels were maintained, overseeing the promotion of staff.

• Managed and maintained the security of the store and location at all times, conducting daily walk throughs of the location.

• Maintained the completion and conduct of a wide range of banking and payroll operations to enable the delivery of results.

• Oversaw and provided support to the merchandising and planning of the store to enhance and drive sales and store profits.

PREVIOUS WORK HISTORY Mar 1995 - Dec 2000

WOOLWORTHS Various Locations, Queensland Manager Assistant

RE FE REE S AVAILBLE ON REQ UE ST

0411 222 555

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john-smith@eq.edu.au

12 Fabricated Drive, BRISBANE QLD 4000

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John Smith CAREER OBJECTIVE Highly efficient and results-driven education professional, I am actively pursuing an exciting position as a North Coast Region - Guidance Officer at the Department of Education with the desire to undertake new challenges and make a valuable contribution in the lives of young people. Demonstrating a proven track record of achievement in collaboratively negotiating, developing and implementing a wide range of programs for students which have a focus on preventative and early intervention strategies. Confident I would make a positive contribution to your team, I embrace the opportunity to provide professional expertise, leadership and support to school communities and networks in the development and implementation of plans, programs, and procedures to assist students in achieving positive educational, developmental and lifelong learning outcomes.

QUALIFICATIONS & TRAINING 2019 2009 2004 2003 2000

Master of Education - Guidance and Counselling Certificate IV in Training and Assessment (TAA40104) Boys in Education (922265) The Study of Teaching Leading the School Community (096854) Bachelor of Education (Primary) 20011443

University of Southern Queensland AADES, Edmund Rice University of Newcastle Edith Cowan University Edith Cowan University

KEY SKILLS & COMPETENCIES • • • • • • • • • • • • •

Manage, facilitate and model whole of school programs Advocate for student, school and learning requirements Responsive to student needs in adapting lessons Assist and support students with diverse disabilities Design and implement wellbeing programs and curriculum Capture and assess data to inform program delivery Dedicated to continued professional development Implement evidence-based counselling practices Individual education and behaviour support plans Lead, motivate, train, coach and empower staff Provide operations leadership and management Develop strategic initiatives and strategic direction High level conceptual, analytical and writing skills

• • • • • • • • • • • • •

Improve resource allocation and management Engage and network with industry and peak bodies Capacity to resolve issues and develop procedures Utilise various computer applications and databases Advanced cross-cultural communication skills Build effective relationships with key stakeholders Maintain accurate manual and computerised records Meet all regulatory and compliance requirements High level of integrity, dependable and results-driven Exercise a high level of tact, judgement and initiative Identify resources to complete work tasks Promote optimised outcomes and drive improvement Understand and apply legislation and procedures

CAREER HIGHLIGHTS 2018 - 2019 2014 2005 2004 2003

Instigated a decrease in behaviour issues in my current class Increase of school attendance rate from 87% (2013) to 92% (2014) Aboriginal Football Academy - Excellence in Education Award Gender Classroom - Excellence in Education award Read Write Now - Action Learning Project

Autistic Spectrum Disorder at Gatton State School Burketown State School O’Connor Primary School O’Connor Primary School O’Connor Primary School

EMPLOYMENT HISTORY 2018 - Current

GATTON STATE SCHOOL | www.gattonss.eq.edu.au Gatton, Queensland Classroom Teacher - SEP & Experienced Senior Teacher - SEU (Autistic Spectrum Disorder)

Key Duties: • Deliver lessons and classroom material to eight students with disabilities and severe behaviour issues in a supportive manner.

• Plan, prepare and deliver effective learning and teaching programs for every student in allocated and designated classes and groups.

• Contribute to the development and implementation of the school objectives and school planning throughout classroom lessons.

• Support and contribute to the establishment and maintenance of a supportive school environment, cultivating a supportive workplace.

2018 - 2019

UNIVERSITY OF SOUTHERN QUEENSLAND | www.usq.edu.au Ipswich, Brisbane Valley & Toowoomba, Queensland Placement Liaison Officer (Casual)

Key Duties: • Acted as a liaison between placement students, schools and the University of Southern Queensland in an effective manner.

• Provided effective services as a member of ‘A Team’, providing support to placement students at risk of failing their placement.

• Maintained contact with pre-service teachers to ensure they are meeting goals and expectations of the placement or any concerns.

• Observed and oversaw the pre-service teacher during the undertaking of teaching tasks and provided feedback on their performance.

2015 - 2017

TARAMPA STATE SCHOOL | www.tarampass.eq.edu.au Tarampa, Queensland Classroom Teacher, Science Coordinator, Landcare Coordinator

Key Duties: • Led and taught years 5/6 classes, in addition to operating in the capacity of Landcare Coordinator and school Science Coordinator.

• Planed, prepared and delivered effective learning and teaching programs for every student in allocated classes and groups.

• Provided effective support to the development and implementation of the school objectives and school planning in an efficient manner.

• Made contributions to the establishment and maintenance of the school environment to cultivate a positive learning environment.

• Contributed to and assisted with the management and further development of personnel, financial, information and technology, assets and the facilities resources of the school to ensure their optimum use in meeting educational and departmental objectives.

2003 - 2014

VARIOUS SCHOOLS Acting Teaching Principal; Teacher, Science Coordinator & Landcare Coordinator; Advisory Visiting Teacher (Behaviour); Teacher Boys - Risk Project, AFL Coach & Chess Coordinator; Teacher & ICT Coordinator; Teacher & Aboriginal Education Coordinator; Teacher, Science Coordinator; Sessional Lecturer & Tutor

DEPARTMENT OF EDUCATION TRAINING • • • • • • • • • • •

Multiple Intelligences Cooperative Learning Curriculum Manager (Computer) Physical Assault and Response Team Tribes Training Course Action Learning Project Course Cooperative Reading Training Schools Information System Training 4 Roles of the Reader Course Smart Words Course Mentor Professional Development

• • • • • • • • • •

Aboriginal Education and Code of Conduct & Ethics Digital Pedagogy Coach Training & ICT Pedagogical Licence ICT Certificate (Level 1 Smart Classrooms Professional Development Framework) Poverty, Autism Spectrum Disorder, Down Syndrome Primary and High School: ICT Behaviour Management, Essential Skills for Classroom Management, School Wide Positive Behaviour Support Lecturer/Tutor; Literacy, Maths, Curriculum, Practicum Supervisor Tournament of Minds - State Finalists Read Write Now - Action Learning Project

PROFESSIONAL REFEREES Name Surname

Name Surname

Line Manager/Deputy Principal Gatton State School  (07) 2222 2222

Principal Gatton State School  (07) 2222 2222

0400 444 222

j-smith@bigpond.com

1 Magic Court, BRISBANE QLD 4000

R É S U M É

Jane Smith CAREER OBJECTIVE Highly efficient, technology savvy and results-driven administration and management professional, I am actively pursuing an exciting position as an Administration Coordinator at Queensland Health, Medical Imaging, with the desire to undertake new challenges and make a valuable contribution in the public service. Demonstrating a proven track record of achievement in office administration within deadline-driven environments, I have gained a broad range of expertise whilst maintaining a high level of confidentiality and integrity aligned with strategic direction. Confident I would make a positive contribution to your team offering a wealth of experience over the past 18 years, I embrace the opportunity to coordinate the daily administrative activities and resourcing within the Medical Imaging Department, including the review of staff workload and delegating work and resources appropriately, in addition to identifying staff resource requirements including recruitment co-ordination.

KEY SKILLS & COMPETENCIES • • • • • • • • • • • • •

•

Provide high quality clerical and administrative support Utilise various computer applications and databases Contribute to allocation of responsibilities and resources Scheduling, diary and electronic calendar management Organise meetings, minute taking and distribution Deliver quality service aligned with customer needs Uphold and promote ethical and transparent behaviour Manage accounts payable and receivable functions Manage incoming and outgoing calls and enquiries Maintain accurate manual and computerised records Process financial transactions and manage accounts Assist in implementing systems improvement initiatives Balance various competing and conflicting work priorities

• • • • • • • • • • • •

Prepare accurate documentation to support cost estimates Develop and implement innovative marketing strategies Maintain effective records management systems Meets all regulatory and compliance requirements Manage internal and external stakeholder relationships Exercise a high level of tact, judgement and initiative Provide prompt and accurate reports and feedback Apply new or updated technology applications Engage with others to share or seek information Identify and escalate complex issues and problems Understand and apply legislation and procedures Ability to meet deadlines and conflicting priorities Contribute to improving policies and procedures

QUALIFICATIONS & TRAINING Sales and Property Management Certificate of Registration Year 12 Certification Bookkeeping 1 Training Course

Office of Fair Trading Mitcham High School Box Hill TAFE

COMPUTER & SOFTWARE SKILLS • • • • • •

MYOB Xero Microsoft Word Microsoft Excel Microsoft Outlook Express Windows Mail & Gmail

• • • • • •

Management Groups Database Console Gateway Realtor Trust Manager Realworks ADL Mydesktop

EMPLOYMENT HISTORY Apr 2017 - Current

LJ HOOKER | www.ljhooker.com.au Robina, Burleigh Heads & Mudgeeraba, Queensland Office Manager & Human Resources Manager

LJ Hooker is one of Australia's largest real estate groups, with 600 franchise offices and 6,000 people engaged in residential and commercial property sales and property management. The company was founded in 1928 by Sir Leslie Joseph Hooker and after being sold to a private company for 20 years, the company returned to family hands in 2009.

Responsibilities: • Maintain full responsibility for the day to day running of three separate office locations, ensuring all operations run smoothly.

• Supervise and oversee the operations of fourteen staff members, undertaking recruitment efforts for new staff members.

• Maintain responsibility for the roster of casual and permanent staff, including the management of the holiday roster as needed.

• Conduct a wide range of staff reviews, organising employment agreements and arrangements in an effective and timely manner.

• Engage and provide assistance to a solicitor to create employment contracts for various internal staff and independent contractors.

• Create an employment register to monitor all staff licencing, ensuring all of the insurance policies are kept up to date and compliant.

• Conduct and facilitate the delivery of staff training when necessary, coordinating of staff meetings to discuss future developments.

• Perform a wide range of general administration duties, including the effective and efficient delegation of work and objectives.

• Manage extensive written and verbal communication with staff members and clients to provide information and share developments.

• Operate within the capacity of Complaints Officer, handling any incoming complaints in an understanding and timely manner.

• Provide administrative support to various members of staff and senior Directors in an effective and efficient manner at all times.

• Create, develop, implement and manage a wide range of marketing initiatives, organising marketing events and functions.

• Conduct the overall management of business and staff in Director’s absence, maintaining responsibility for the business’s objectives.

• Undertake a wide range of accounting activities and actions, including managing both receivable and payable invoices and using XERO. • Manage the payroll of the business, in addition to managing general and trust account reconciliation operations in a timely manner.

• Conduct general administration and secretarial duties, including typing, filing, creating spreadsheets and databases as required.

• Maintain responsibility for the opening and distribution of all incoming mail items in an effective and timely manner at all instances.

• Ensure that all staff operating in compliance with all legislative requirements by regularly checking the Employment Register.

Achievements: • • • • • • • • •

Recently nominated for “Best Manager for LJ Hooker Qld Awards” in 2019 for leadership skills and management performance.

Created and implemented HR policies and procedures, including new employment agreements for each position including policies on WHS, Code of Conduct, Mobile Policy, Holiday policies, work rosters for casual staff, holiday rosters and tracked all sick leave.

Introduced and developed for all staff members with all relevant information and relevant documents required by legislation.

Assisted a Solicitor in creating Employment Agreements for staff, independent contractors, administrators and property managers.

Introduced and developed a holiday and sick leave register for the record and organisation of staff rosters and internal registers.

Monitored arrears and managed to drop arrears from 7% to 2.5%, which will make a positive outcome to our office revenue.

Regularly audited fees in Console and discovered 10 lease fee renewals were not added to the system, updating the system as needed.

Successfully saved seven properties from loss of funds, preventing a loss to the company which would have been thousands of dollars.

Monitored and checked all form 6’s and ensured the commissions were correct, saving $3000 when one property was not correct.

May 2011 - Apr 2017

RAY WHITE RUNAWAY BAY GROUP | www.raywhite.com Runaway Bay, Paradise Point & Sovereign Islands, Queensland Office Manager & Administration Manager

Ray White is a household name, synonymous with the property and real estate industry, home loans and insurance with an annual turnover in excess of AU$27billion. Ray White has expanded its expertise now has a referral network that includes property management, Auction services, Commercial, White Private, Rural, Hotels, Marine, Insurance and Concierge.

Responsibilities: • Maintained full responsibility for the day to day running of three separate office locations, ensuring all operations run smoothly.

• Operated within the capacity of Human Resources Manager, supervising 6 property management staff and 10 administration staff.

• Created and developed a wide range of detailed training manuals and procedures to improve and enhance overall staff ability.

• Facilitated and delivered staff training when necessary, coordinating of staff meetings and delegating tasks to members of staff.

• Performed a wide range of general administration duties, including the effective and efficient delegation of work and objectives.

• Managed the delivery of extensive written and verbal communications with staff members and clients in an effective manner.

• Maintained responsibility for the hiring and termination of staff, organising employment agreements and staff reviews as needed.

• Operated within the capacity of Complaints Officer, receiving and managing complaints in an effective manner through all instances.

• Managed all aspects in the creation of weekly marketing and advertising and meeting deadlines in respect to advertising.

EMPLOYMENT HISTORY CONT’D… Responsibilities Cont’d: • Provided and delivered a wide range of administrative support to sales staff and the internal principal in an effective manner.

• Created, implemented and managed a wide range of marketing initiatives, identifying target audiences and related areas.

• Organised and managed a wide range of events and functions, facilitating the management and delivery of function items.

• Oversaw and maintained the responsibility for the completion of all business and staff operations in the business owner’s absence.

• Conducted various Accounting operations through the use and application of accounting software, including MYOB applications.

• Conducted general administration and secretarial duties, including typing, filing, creating spreadsheets and databases as required.

• Ensured that a wide range of Independent Contractors provide the company with COC for the required insurances and related items.

• Maintained a wide range of comprehensive records of all company insurances, Public Liability, Professional Indemnity and WorkCover.

Achievements: • Received 4 Principal Awards including “Ray White Queensland Head of Department Award” for all of Queensland.

• Introduced and developed for all staff members with all relevant information and relevant documents required by legislation.

• Developed and implemented new employee manual policies, employee holiday policies and employee mobile policies.

• Introduced and updated new job descriptions for sales administrators, property managers, BDO’S and assistant property managers.

• Made recommendations for new policies, approaches and procedures on a regular basis, providing updates and policy direction.

• Introduced a new trust accounting system REST to Console, streamlining and optimising the current system in a timely manner.

Sep 2007 - Apr 2011

SAS PROPERTY GROUP | www.saspropertygroup.com.au Benowa, Queensland Office Manager

SAS Property Managers has a large property management portfolio, managing around 500 properties from the Gold Coast to the Northern Suburbs of Brisbane and as far west Ipswich and surrounding areas on behalf of owners and investors. Their Benowa location is centrally located to service the needs of all their clients, and their mobile Senior Property Managers service the North and West Brisbane areas.

Responsibilities: • Maintained responsibility for the daily running of the office, supervising the operations of 8 Property Managers and 2 Admin Staff.

• Supervised staff operations and staff training when necessary, coordinating of staff meetings to discuss further developments.

• Assisted in the organisation of meetings and provided support to the directors in the organisation of internal and external functions.

• Communicated extensively with senior members of staff, directors and contractors to develop lasting working relationships.

• Entered new client’s details into the database and maintained records through spread sheeting and word processing applications.

• Prepared and changed reports, spreadsheets and administrative documents as required to ensure information was accurate.

• Supervised the condition of regularly used office equipment, facilitating repairs or replacement if equipment shows signs of wear.

• Provide effective assistance to staff members as required, to keep operations on time and to check deadlines and schedules.

• Resolve client’s complaints in a timely manner, providing assistance and dedicated support to resolve any incoming complaints.

Apr 2006 - Sep 2007

FIRST NATIONAL REAL ESTATE | www.firstnational.com.au Ashmore, Queensland Office Manager

First National Real Estate is an Australasian group of independent real estate agents with specialist skills in residential sales and property management, commercial and rural property. There are currently over 400 offices in the group throughout Australia, New Zealand, Papua New Guinea with two offices in Vanuatu.

Responsibilities: • Managed the maintenance of sales administration and the completion of accounting using MYOB, including payroll operations.

• Managed the completion of daily banking including the daily reconciliation of rental and sales Trust Accounts using Console.

• Kept concise records, created new records for new clients and regularly updated client’s records from files along with any staff notes.

• Assisting staff members as required, collecting and distributing mail to the appropriate staff member in a timely manner.

• Handled customers queries, correspondence and phone requests in an effective manner, providing timely information and data.

• Accurately completed a wide range of Residential Tenancies Forms with tenant’s details and lodging of these forms with the RTA. • Maintained responsibility for the management of petty cash, stationery and all office equipment in an effective and efficient manner.

EMPLOYMENT HISTORY CONT’D… Nov 2003 - Apr 2006

RAINE & HORNE LABRADOR | www.raineandhorne.com.au Labrador, Queensland Senior Property Manager & Personal Assistant to Principal

As a fourth generation, and proudly 100% Australian owned family business, Raine & Horne have been at the forefront of real estate in Australia since 1883. They continue today with the same focus, culture and ethics that has helped build their reputation as an Australian Superbrand and are continually evolving to ensure they remain ahead of the pack and leaders within the market.

Responsibilities: • Conducted and managed the delivery of a wide range of general administration work, including filing and email management.

• Supervised and oversaw the delivery of trained of property management staff in an effective and efficient manner at all times.

• Provided effective assistance to other staff members as required, organising the maintenance of office equipment on their behalf.

• Provide assistance in all areas of property management from tenancy applications through to signing new managements.

PREVIOUS WORK HISTORY Jun 2002 - Oct 2003

DAVE ALLEN REAL ESTATE Gold Coast, Queensland Senior Property Manager

May 2001 - May 2002

THE PROFESSIONALS SOUTHPORT Gold Coast, Queensland Senior Property Manager

VOLUNTARY & COMMUNITY WORK Ashmore Primary School Box Hill Hospital Vic (Children’s Ward) Nunawading Legal Service VIC

Volunteer Volunteer Volunteer (Administration/Secretarial work)

PERSONAL DETAILS Nationality: Languages: Health: Licences: Interests & Hobbies:

Australian Citizen Fluent English and Spanish Excellent, physically fit, non-smoker C Class Driver’s Licence and own transport Reading, movies and theatre, meeting new people and spending time with my family

PRO FESSIO NAL REFEREES John Smith

Heath Simpson

Principal Ray White Runaway Bay Group  0412 345 678

Principal Harcourts Helensvale  0412 345 678

Judy Garland

Kylie Brown

Director SAS Property Group  0412 345 678

Ex - Principal Professionals Southport  0412 345 678

Selection Criteria Principal Management Accountant | Position No: QLD/123456/19 | Office of the Public Guardian Supports strategic direction As a compliance-focused public service professional, I actively promote the department’s strategic themes and priorities based on a sound understanding of the department’s role in the Queensland Public Service environment with a broad knowledge of government policies, priorities and business direction. Furthermore, I provide meaningful direction and work with staff to translate strategic priorities into business processes, outcomes and outputs.

In my role as Regional Finance Office, I was responsible for was budget management of OPEX and CAPEX for Queensland Fire and Emergency Services Regional Office with an objective was “deliver quality frontline services to keep our community safe.”

Additionally, I was tasked to prepare and present a professional annual budget to senior management and senior officers. I utilised my initiative to adopt a bottom up and top down approach and utilised a zero-based budget approach. In order achieve desired results, I needed to develop strategies to ensure input was received from stations officers, senior officers and senior management, enabling me to gain valuable input to build an achievable and professional budget, including cash flow regions OPEX budget that met both the regional strategic plan coupled with the departmental strategic plan. This process enabled me to reallocate the additional resources to undertake work on fire stations and purchase of operational and training equipment without seeking additional funding from the state office. The customised spreadsheets were built to assist senior officers to track expenses against budget allocated. The spreadsheet was also used as a tool to request additional or reallocate resources when senior managers had their one-on-one monthly meeting with senior management. Additionally, I took the initiative to spearhead the task of building and presenting a monthly regional financial report to report on OPEX and CAPEX trends and highlight areas for efficient management and those requiring attention i.e. human capital management.

Achieves results As a results-driven and innovative professional, I am adept in responding to changing demands with a commitment to optimising accounting and finance processes with experience instigating opportunities for continuous improvement activities to improve outcomes. I have consistently achieved desired outcomes, liaising and negotiating with a wide range of internal and external stakeholders, providing accurate advice and hold myself personally accountable for the outcome of the continual improvement of projects and operations within my area of responsibility.

During my tenure as Regional Finance Officer for Queensland Fire and Emergency Services, I recognised the need for improvement in payment and procurement of goods and services. The current process involved 95% of payments being processed by one staff, there were no guidelines on what expenditures are capital or operational in nature, coupled with a lack of information whether the goods or services had been officially received and whether it met operational requirements. I took the opportunity to develop guidelines on classification of expenses (operating or Capital), strategically implementing new payment processes by ensuring goods or services ordered for a station met station requirements and are paid by the station that placed the order. Additional recommendations were provided to report to line managers on any purchases of operational equipment under $5,000. By providing additional training to staff on preparing invoices in SAP and governance requirements revolving around the use of corporate cards and asset managment, the new process ensured adherence to integrity, accountability and transparency of public funds and ensured actual expenditures were in sound alignment with planned operational budget. Moreover, the new process drove savings that assisted line managers and senior management to reallocate the funds to areas that would improve operational excellence. The new guidelines and processes developed were uploaded onto the region website for training and reference purpose for which I have consistently received positive feedback.

Supports productive working relationships I consistently seek opportunities to develop and maintain relationships within the department, across the QPS and with stakeholders and business partners in pursuit of departmental outcomes. Developing and sustaining productive internal and external networks relevant to business area, I anticipate and ensure responsiveness to stakeholder needs, promoting an environment of teamwork and co-operation and provide leadership in implementing participative decision making. As a Finance Officer at the corporate office in Public Safety Agency, one of my tasks was to assist clients built their budget using the zero-based budgeting technique. My tasks involved explaining and undertaking one-to-one sessions with the client on how zero-based budgeting can be adopted to identify savings and reallocated these resources to new or existing projects that were running over budget.

In order to assist the client to meet the designated deadline as this was the first-time zero-based budgeting was implemented, I followed up with the clients on a regular basis to answer any queries they had and at times, I was available after hours. By remaining supportive of the client’s needs and answering their questions, I was able to resolve their questions regarding which cost centre this project costs are to be allocated to or which General Ledger account can be used or requests for quick smart tips on how to manage repetitive tasks in the budget template. By being proactive and supportive I was able to assist the client to provide their budget within set timeframes and have it approved to be upload into SAP. Displays personal drive and integrity Modelling the highest levels of professionalism, integrity, accountability and ethical behaviour, I promote and uphold relevant professional codes of ethics and practice, aligning business processes accordingly. Furthermore, I provide a high level of honest and impartial advice to clients and stakeholders, leading by example in ethical behaviour. Acting with integrity at all times, I adhere to the Queensland Public Service values and Code of Conduct that shape the way we think, react and behave as a dedicated team member with a strong community focus.

I am required to ensure accurate and reliable reporting of FTE expenses and provide notes on material variances in FTE costs. In order to gain an understanding of why human capital costs had material fluctuations, I utilised my initiative to investigate the nature of transactions being filtered through FTE. I effectively identified that increases in FTE costs predominantly related to overtime costs incurred when staff attended major incidents. In order to effectively report on these costs, I recommended major costs being captured separately, timesheets of staff attending these incidents specifically identify the cost collector in their timesheets and ensured the reconciliation of timesheet entries with the online system that staff uses to report daily on incidents attended. By implementing this strategy, the managers were able to report on FTE costs more accurately and also manage overtime costs more effectively. This also assisted me when reporting on material variances by ensuring the integrity of costs incurred on FTE. Additionally, I took the initiative to go over and beyond my assigned duties when asked to manage both Cairns and Brisbane offices during staff shortages. This entailed flying to Cairns and providing training to staff on the use of corporate card and how to raise purchase orders in compliance with Queensland government procurement policies. During my visit to Cairns, I implemented the expenditure tracking spreadsheet that was of great assistance to staff deployed during the natural disaster events. Maintaining adequate and accurate records on a daily basis, I assisted senior management to provide timely reporting to the STATE office of resources required and expenditure incurred.

Communicates with influence As an articulate, confident and highly experienced communicator, I accurately present information with a high level of proficiency both orally and in writing with proficiency in 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 key 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, understanding and empathetic attitude whilst performing my day to day functions. Furthermore, I have held numerous leadership responsibilities, where I have been responsible for facilitating positive change, the development of policies and procedures and the motivation, training and coaching of new and existing staff.

As the Regional Finance Officer, I was tasked to monitor CAPEX expenditure and advise of funding available, to assist senior management to reprioritise projects accordingly. In one instance a supplier had implemented a new system that provided tax invoices electronically to my regional office. As the Finance Officer, I identified two issues. Firstly, the tax invoice could be amended by myself at any point in time and secondly the supplier could issue a late payment notice if payment was not made on time for goods and services they reckon have been provided. I communicated my findings to senior management and advised this could put us in a situation where we could be accused of non-payment for goods and services provided and manipulating invoices received so we don’t pay suppliers. By requesting a supplier meeting we addressed our concerns and was successful in convincing this process of issuing invoice needs to change. We also requested that invoices issues should have the purchase order number so goods or services received can be accurately tracked by our accounts payable team.

This also avoided opportunities for duplicate payments if QFES staff accidentally paid an invoice from this supplier via their corporate card. Furthermore, to ensure all procurements of goods and services received better value for money, I introduced a process that any payments made to vendors above a certain limit need to go via a formal procurement process. After receiving approval from senior management, I took the initiative to train staff on the new procurement process, prepared and provided useful PowerPoint notes, updated the regional website with the new process and forms to be used to ensure this new initiative for cost savings achieved stellar results. My initiative and savings achieved was well received by the region and senior management which later was adopted by staff from other regional offices. I was commended for my ability to drive change in the organisation.

Selection Criteria Operations Support Officer | Job Ad Ref: QLD/123456 | Crime and Corruption Commission

Knowledge and understanding of relevant legislation relating to telecommunications interception and surveillance warrants.

Having worked in the Queensland Police Service coupled with a strong legal background and qualifications, I understand that in Queensland the legislation is found in the Telecommunications and Interception Act 2017. During my service in the Queensland Police Service, I have witnessed of how the detectives execute such warrants. Moreover, I have worked with the Australian Federal Police Terrorist Unit during the case, listening and interpreting of conversations. Furthermore, I have liaised with some of the Queensland Police Service surveillance team members of their operations.

Proven ability in maintaining confidentiality and exercising tact, discretion, initiative and sound judgement when dealing with highly confidential and sensitive information.

One of the pillars while working with the Queensland Police Service was to maintain P&C and seek authorisation whenever needed to release any confidential info to my peers or subordinates. All victims and offenders and related persons have to be maintained in confidence. I am presently working in an environment of refugees and migrants; therefore, I need to maintain the confidentiality of their information and often receive instructions from clients involved in domestic violence. I am tasked to maintain victim’s confidentiality of their place of abode, their work and children.

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

Excellent keyboard skills and experience with word processing and spreadsheet packages, as well as audio equipment for recording listening post data.

I have gained advanced computer skills which have been enhanced in the workplace with a high level of proficiency using various systems on a daily basis including MS Word, MS Excel, MS PowerPoint, MS Access, MS Outlook, email and internet. Moreover, I have worked with the Australian Federal Police and listened to audio equipment in my work as an Analyst. Technology savvy with the ability to complete any further training, I acquire new skills and knowledge quickly and easily. My computer skills are well developed as my experience in an administrative capacity includes supporting executives at a senior level. Throughout my work history I have been required to utilise the range of Microsoft Office Software in the provision of high quality administrative assistance which includes the presentation of information in a variety of formats such as report writing, database management, management of statistical information, electronic calendar management and the full complement of executive level administrative support. I have utilised advanced computer skills to perform a range of responsibilities including typing of minutes, letters and correspondence, sending and receiving emails, researching information and legislation using internet and intranet, maintaining and updating of records, database management, creating spreadsheets, creating reports and preparing documentation.

Well-developed organisational skills and the capacity to deliver quality work within limited timeframes.

Whilst working with Queensland Police Service, all my reports and related paperwork are delivered within the given timeframes. In additionally in my role as a Prosecutor, I delivered briefs to defendant’s lawyers requested on time. Additionally, I handed evidence to court and completed all paperwork after court, which was always processed in time. I also completed brief of evidences to respected police units all completed in the required timeframe. Well organised and efficient, I consistently maintain a highly flexible approach with the ability to work on multiple tasks simultaneously, handle interruptions, competing deadlines and changing work priorities. Dedicated to continuous improvement, I believe it is important to challenge procedures and ways of working regularly to determine if there is a more efficient way of performing tasks, maximising organisation and productivity. It is by way of this ongoing assessment that the quality of the service I deliver and the quality of work I prepare is of the highest standard achievable.

In order to optimise my organisation and time management, I use various tools to organise and prioritise my work including the Outlook diary, reminders and to-do list. I spend time each morning planning the day, prioritising tasks in order of importance and due dates, however I remained aware of the need to re-prioritise tasks as the day progresses and workflow changed. If I am unsure of the urgency of a task, I clarify it with a colleague or management in order to optimally manage conflicting deadlines.

Good interpersonal and written communication skills particularly within a team environment, which may include providing informal training to new or inexperienced staff.

Throughout my career I have assumed a high level of responsibility that has demanded exceptional communication such as defending victims in the Magistrate court, including staff supervision and management, handling of customer enquiries and complaints, preparing Skilling Queenslanders for Work reports, working closely with senior management, facilitating and attending staff meetings, creating and updating training, educating staff regarding selection criteria for Certificate III. I strongly believe effective communication is the most important issue in any organisation and needs to be clear and concise and I have that well-developed interpersonal skills. Throughout my career I have assumed a high level of responsibility that has demanded exceptional communication such as defending victims in the Magistrate court, including staff supervision and management, handling of customer enquiries and complaints, preparing Skilling Queenslanders for Work reports, working closely with senior management, facilitating and attending staff meetings, creating and updating training, educating staff regarding selection criteria for Certificate III. I strongly believe effective communication is the most important issue in any organisation and needs to be clear and concise and I have that well-developed interpersonal skills.

With the Queensland Police Service, I demonstrated high level of communications skills while working at the front desk and attended public forums and facilitated presentations on various topics, with attendees from 100-200. In the present work environment, I provide face to face training with clients from culturally and linguistically and diverse backgrounds, undertake public speaking and conduct moot interviews. My communication skills can be demonstrated as a Lawyer, Police Officer, Police Prosecutor and Public Relations Officer, where I communicated with clarity to internal and external stakeholders, verbally and in writing. During my tertiary studies, I have professionally written numerous essays, conducted investigative scenarios, mock court litigations and have always received exemplary marks and positive feedback. As a Police Officer, I provided advice to clients on court services, liaising with court officials to facilitate current information and provide insight. Furthermore, I responded to a broad range of public enquiries in a timely and courteous manner, providing accurate and information.

Demonstrated ability to use initiative to identify opportunities for improvement and resolve problems.

I possess exceptional problem solving and analytical skills with the ability to use sound judgement and devise the best possible solution within cost and time parameters. Moreover, I possess a keen eye for detail with an understanding of how processes work with the ability to resolve problems through process analysis and systematic thinking. With the QPS, I worked as part of a policing team to achieve solutions to victims of crime, always took action before being asked and made suggestions on how to improve operations at work, questioning currently accepted ways of doing things with clients from culturally and linguistically backgrounds. Additionally, I raised concerns with service or delivery to domestic violence victims and raised issues and made my ideas known with colleagues and Managers in a clear manner on team projects such as Cybercrime, Digital Scams and History of IBM to change initiatives with enthusiasm of ideas and innovations. I am always prepared to 'have a go' at trying new ways of doing things or others' ideas at various non-profit organisations to raise awareness.

Having worked in the law enforcement industry with the Queensland Police Service from 1993 to 2014, I understand that the early resolution of complaints is a service delivery approach is now widely adopted. As a Police Officer, I was tasked to rectify neighbourhood complaints, providing counselling and support for juveniles and adults on statutory orders. I arranged patrols and distributed callouts between officers on duty, resolving complaints and problems calmly, escalating issues to the correct personnel, thriving in high pressure environments. In my experience with the police service and work in the Magistrates courts, I have successfully achieved the early resolution of complaints utilising a non-judgemental, solution-focused approach. As a Police Prosecutor, I read briefs, interview victims, attended to hearings, remands and trials. In my current role at The Migrant Centre over the past 4 years, I have handled criminal and civil matters ranging minor offences to domestic violence. I assisted victims of crimes from culturally and linguistically diverse backgrounds and frequently use translating and interpreting services to assist in preparation of statements from non-speaking English background victims.

Experience contributing positively within a team environment.

I have built excellent relationships with managers and team members at the Queensland Police Service and various external stakeholders and NGOs such as Australian Computer Society, Queensland International Police Association, Gold Coast Sikh Association, Multicultural Council of Gold Coast, Police Multicultural Community Safety Advisory Committee and Gold Coast Multicultural Network, Multifaith Action and Advisory Group. I organised a group of 14 volunteers for the Gold Coast Airport Marathon as Road Marshalls on an annual basis. Due to our excellent work, we received commendable Certificates of Appreciation.

In my present position, I was part of a Multicultural event implementation team where we all worked together to plan and manage the implementation schedule, to provide staff training, and to ensure a smooth itinerary for our guests. Our team always completed our projects ahead of schedule with very positive reviews from our guests. Our ability to communicate effectively was what made us such a good team and people expressed concerns clearly and openly, so we resolved issues as soon as they arose, and we received good reviews from the State Government. In my current position as Secretary of Varsity Lakes Rotary Club, I am part of the team that coordinates the club's lunch-and-learn sessions. Each week, we meet to brainstorm who will be our upcoming guest speaker. We all work together to ensure a diverse mix of speakers, aiming to appeal to a wide swath of people in the community. As everyone on the team has derived from different areas within the community, we have all learned so much about big ideas, from pitching ideas to environment projects.

Selection Criteria Security Team Leader | Position No: QLD/MS01234567 | Metro South Health Service •

Demonstrated ability to provide an immediate response to various emergencies that may occur, including active armed offenders, evacuation, bomb threat, personal danger and lock down procedures.

My capacity to deliver safety and response activities can be evidenced in my current employment as a Healthcare Security Officer, Control Room Operator, Patrol Officer and Acting Team Leader with Metro South Health since October 2015, during which time I have performed a broad range of responsibilities. On one occasion Retrieval Services advised a helicopter was inbound with a stretchered patient. In this instance, I was tasked to initiate helicopter landing procedures which required contacting all relevant parties involved. Determined to achieve results, I undertook a phone call to Porterage advising them of the ETA and also special requirements as advised by Retrievals for example two wards men, stretcher and oxygen tank. I made a second call to the ED Team Leader advising them of the ETA of the inbound helicopter and departure location. I undertook a third call to ensure there were no maintenance workers near the Helipad. While the cladding removal contractors were onsite, they had contractors abseiling from the sides of the building. I made a fourth call to the Authorised Helicopter Landing Officer to prepare the helipad for a landing with an ETA, departure location and flight operator or flight call sign, then brought on the big screen for the helipad cameras ensuring that everything was being monitored from the control room. Furthermore, I followed the movements of the inbound chopper on the flight radar website. Finally, I made a call to all contract workers advising them when the helicopter was five minutes out. Under my leadership and direction, excellent outcomes were achieved as the helicopter was able to land safely with all contractors near the helipad were in a safe location, hence the landing did not affect the cladding project. Additionally, Porterage was able assist with transferring the patient from the Helicopter to the Emergency Department for the patient to receive the care that was needed.

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Demonstrated ability to carry out security operations which include early des-escalation, negotiation and physical restraint.

At Metro South Health, I have been extensively involved in leading and carry out security operations including early des-escalation, negotiation and physical restraint. On one occasion, officers were requested by nursing staff to attend a location in the Emergency Department in response to an aggressive patient. I was assigned to respond to the location with the relevant resources, ensure the patient was contained and ensure nursing staff were safe to provide patient care. Responding Officers arrived onsite and liaised with nursing staff. Prior to arrival, personal protective equipment such as gloves and safety glasses were applied. I observed the behaviour of the patient and assessed whether there were objects in his vicinity that may pose as a risk to personnel present such as items he could use such as a projectile, sharp items including a reflex hammer or cutlery on the food tray. I was required to maintain situation awareness at all times as officers would position themselves in a way where they were making sure medical staff are not within distance where you can’t intervene if the patient became aggressive. Moreover, I communicated effectively with the patient, listening to the patients’ needs and concerns, addressing them within the parameters I was able to help them, as having multiple people conversing with the patient may be overwhelming. I also ensured that Security Officers were working together with medical staff to ensure the same outcome was achieved.

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Displays effective interpersonal and communication skills (oral and written) with a focus on customer service and client satisfaction.

Presenting information with a high level of proficiency both orally and in writing, I am adept in translating complex information coherently and concisely for a range of audiences. Communicating constantly and meaningfully with staff, I represent the work area professionally and with diplomacy whilst tactfully articulating views or requirements. As the Control Room Operator, I receive multiple requests for assistance for various jobs including a fire alarm. I am tasked to respond to the requests in order of priority while communicating effectively to the officers on the ground, staff via the phone, emergency services on the phone. I communicated effectively with security guards on the ground regarding the exact location of the fire alarm, answering multiple phone calls from people within the area of the fire alarm, putting further requests from staff on-hold while keeping them satisfied. I put through the announcement over the PA system that a fire alarm had been activated, while informing relevant key stakeholders of the event such as Maintenance, After-Hours Nurse Unit Manager and the Safety and Response Team. By using effective communication with all personnel involved, I was able to remain available to attend to further requests and not limit myself to only the tasks at hand.

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Ability to build and proactively manage relationships with customers/clients and team members.

Demonstrating myself to be a resourceful team member and leader, I have been instrumental in contributing to high performing teams, forging strong relationships with colleagues and management. My key strengths include building trusting relationships, maintaining cultural sensitivity and building a positive rapport with a diverse workforce in multicultural settings. I have held numerous leadership responsibilities with a high level of competency in leading, managing, training, mentoring and coaching team members to achieve optimal results and service standards.

Whilst leading and developing individuals and teams, I provide direction and feedback to others whilst motivating, influencing and engaging team members in the achievement of individual and team goals. As a member of a team environment, I understand it is important to support team members who may be struggling with some issues. In my role as a Control Room Operator, I am able to observe how people go about their tasks on camera. As a team member and leader, I strive to always improve, have gained the trust of my team members to be able to sit down and talk about how we can improve whilst also ensuring that the client is happy. Recognising and developing talent in people, I manage both team and individual underperformance effectively.

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Demonstrated experience in effective liaison with a variety of staff within a health care facility (including administration medical, nursing and allied health).

Since 2015 at Metro South Health, I have effectively communicated with a variety of staff within a health care facility including administration medical, nursing and allied health. Officers have responded on a number of occasions throughout the shift to a specific patient who has become aggressive requiring physical restraint during which time I was the Acting Team Leader at the time. I was tasked to liaise with the Nurse Team Leader and devise a workable solution to help with achieving minimal disruption to the service while maintaining the integrity of the overall security of the hospital whilst using resources efficiently and effectively. For example, each time the patient would become aggressive, three guards would be despatched and overall that comprised of 75% of all security resources. After consulting with the Nurse Team Leader and Medical Doctor on-call and the after-hours Nurse Unit Manager the solution to initiate a security special was activated which involves receiving the details of the patient from administration staff and also filling paperwork that involved having the financial delegate of the hospital approve the request. I then proceeded to contact the After-Hours Security Operation Team in Sydney to commence the process of bringing someone in to cover the vacant position. As a result, we were able to work as a collective to achieve a more efficient way to respond to the needs of all parties involved while keeping the hospital security intact and relieving the pressure from medical staff to a maintain a continual of service with minimal distribution to others in the department.

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Demonstrated experience with external stakeholder engagement such as emergency and correctional teams.

I readily engage with external stakeholders including emergency and correctional teams. In my role as a Team Leader, sometimes as patients are escorted into the department by Queensland Police Service, it is important to receive a handover of the circumstances to which someone has presented to the department. Furthermore, at the Princess Alexandra Hospital we have a dedicated Corrections Cert team that moves around the hospital in response to incidents that may involve correctional patients. I make a concerted effort to establish a positive rapport with these officers to ensure we are up to date with any concerns that we may come across whilst also ensuring that our departments work together in close collaboration and achieve mutually beneficial outcomes.

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Demonstrate an ability to work as part of a team, are natural leaders, are empathetic, physically fit, psychologically robust, have resolve, are adaptable, display sound judgement, have good communication skills, are professional, are self-disciplined and have integrity.

I have worked as a Security Officer in the healthcare environment since 2015 during which time I have been a part of a team that continually strives to work together to improve the way we operate and meet the client needs. I am genuinely passionate about making sure patients receive the care that they need, which brings out my empathetic side when dealing with challenging behaviours. Moreover, I possess the physical ability to perform my duties and have made an incredible life decision to improve my health in the coming months. I believe through the experiences I have been through and what I have observed while working in this capacity has helped me to become psychologically robust.

I pride myself in being able to figure out someone’s concern through communication and pointing them in the right direction as to who can resolve their issue weather it’s our department or another. I confidently and articulately exchange relevant information both with clients from diverse cultural backgrounds, colleagues and government representatives, ensuring that the other person understands what is being conveyed.

Through my diligence and dedication having worked 10,000+ hours in the environment, I am self-disciplined and always find a way to build relationships with the client that can help with dealing with situations that may arise. Maintaining a strong focus and motivation even when faced with setbacks or difficult circumstances, I am resilient, optimistic and persistent when resolving barriers to achieve positive outcomes.

Modelling the highest levels of professionalism, independence, integrity, accountability and ethical behaviour, I promote and uphold relevant professional codes of ethics and practice, aligning business processes accordingly. Furthermore, I provide honest and impartial advice to clients and stakeholders, leading by example in ethical behaviour.

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Demonstrated knowledge of electronic security systems including, but not limited to, video surveillance, intruder/duress alarms, body worn camera and access control and recommendations relating to the continuous development of technical systems.

In my current employment as a Healthcare Security Officer, Control Room Operator, Patrol Officer & Acting Team Leader at Metro South Health, I utilise various electronic security systems including video surveillance, intruder/duress alarms, body worn camera and access control and recommendations relating to the continuous development of technical systems. Proficient in video surveillance, I use the Milestone CCTV System to locate absconding patients, investigating theft within the hospital and liaise with QPS to locate a person of interest who has come through the hospital. Additionally, I undertake monthly testing of the duress system with the ability to locate most of the duress alarms at the Princess Alexandra Hospital. I utilise the Access Control System "Infiniti Gatekeeper" with experience creating ID cards for new staff, add permission groups to cards, print ID Cards and remotely allow access to doors for staff by verifying their ID using the staff database then requiring a door code from them to open the door remotely.

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Knowledge of relevant legislation.

Having worked at Metro South Health for almost four years, I have gained a sound knowledge of relevant legislation, policies and procedures.

As a Security Officer, I am often called to respond to an absconding patient. Nursing staff often request that responding Officers assist with stopping a patient from leaving, therefore I strive to achieve this either by using verbal de-escalation or at times physical intervention. I establish upon my arrival, through liaising with staff regarding what sort of legislation is keeping the patient from leaving is vital, as I don’t want to deprive someone of their liberty. Whether the patient is held under the Guardianship Act or on Mental Health paperwork such an EEA or ITA it’s important to have an understanding of the parameters that I an authorised Security Officer can act under. By implementing this pattern of dealing with such requests, I am able to not only help with keeping those in the area safe but ensuring that the patient remains in hospital to receive the care that he needs. I am aware that Workplace Health and Safety laws require employers and all other workplace parties to consult and cooperate in the management of workplace risks, in order to protect the health and safety of workers and others who might be at risk.

Statement Human Resource Graduate | Position No: QLD/MN123456 | Metro North Hospital and Health Service Professional Capability: As a dedicated Human Resources graduate, I have gained a wealth of specialist knowledge and skills in my current studies of Master of Human Resource Management coupled with my completed Bachelor of Business (Human Resources). I have gained considerable years of experience in administration roles where I have been responsible for ensuring that organisations were using the most innovative and contemporary HRM practices during which time, I played an integral role in recruitment and selection, supporting payroll processes, updating and developing policies and using training and development to add value to a business.

I am passionate about policy and procedures which was the motivation behind completing my award major in Human Resources and gaining experience in Industrial Relations. In various roles, I have provided coaching and training to personnel, ensuring the development of performance review capabilities, enabling staff to improve and develop, influencing both organisational and individual performance.

Business Acumen: In all positions undertaken, I have gained an in-depth understanding of business objectives and ensure initiatives and people management strategies are aligned. My HR and marketing experience combined has enabled me to understand the importance of integrity in marketing and communication materials. During my work experience at Artists & Rebels, where I produced an advertisement campaign which included social media marketing for companies based on research I had undertaken, I worked on a brief where I assumed sole responsibility for the integrity of the campaign and was able to deliver a campaign aligned to the businesses core values and principles. This incorporated organisational expectations of meeting all work health and safety and risk management requirements.

Change Facilitation: I have the ability to effectively implement change and translate change initiatives into practical strategies, evaluating progress in change initiatives and making necessary adjustments. Demonstrating a high level of initiative, flexibility and resourcefulness in dealing with uncertainty and change, I am adept in engaging others in change processes and provide clear guidance and support for team members transitioning through change processes. I studied Organisational Behaviour in Hong Kong which was an incredible opportunity that enabled me to perform a leadership position within a teamwork environment. I led a team and we worked together to create a document involving theory and strategies to implement change. We faced challenges which included a language barrier and different work ethics.

For example, I worked between 7am to 10pm, Hong Kong students were used to working together between 1am - 4am. In order to work around this, I would work throughout the day, the other students would work throughout the night and the next day I would edit.

Relationship Management: My strengths include building relationships, maintaining cultural sensitivity and building a positive rapport with a diverse workforce in multicultural settings. In my studies and employment, I have developed and sustained productive internal and external relationships, anticipating and ensuring responsiveness to stakeholder needs. For example I presented and facilitated meetings with Bendigo Bank Community Bank Board Members, who were all professionals from different industries and backgrounds to explain how engaging with the online world i.e. social media, will allow the Board to lift their profits and increase their customer base by engaging with their target demographic market as well as customer facing environments. Furthermore, in my role as a Swimming Instructor, I communicated with and build sound relationships with parents of children with disabilities at the Swim School, striving to ensure that parents understood the achievements as well as limitations of their children in a safe water environment.

Strategy Capability: I have maintained a sound understanding of the employer’s operating environment and the changes occurring within the organisation, giving consideration to the varying perspectives, interests and emerging needs of stakeholders and business areas. As a HR professional, I embrace organisational developments, anticipate priorities and plans accordingly to address long and short-term agenda whilst assisting in aligning business processes with operational requirements and strategic themes and priorities.

I have demonstrated my ability to understand an organisation’s overall objectives and develop ways in which I can support the success of these objectives during my internship with Bendigo Bank. I took initiative and found information online as well as interviewed internal and external stakeholders to achieve an overall understanding of the current success and opportunities for the future.

Moreover, I have been on the forefront of revamping and organising the way in which Jump! and Lane Ropes Swim Schools distributed marketing materials. During this time, I identified inefficiencies and problems in the way that both schools were using digital marketing tools, hence I created a strategic marketing plan, discussed this with each owner and played a major role in implementing the plan which proved very successful.

Respect: Presenting information with a high level of proficiency both orally and in writing, I am adept in translating complex information coherently and concisely for a range of audiences. Communicating constantly and meaningfully with staff, I represent the work area professionally and with diplomacy whilst tactfully articulating views or requirements. I am adept in communicating messages clearly and concisely, whether I am presenting and facilitating meetings with Bendigo Bank Community Bank Board Members or debriefing with parents on a child’s progression within the swim school or communicating with internal stakeholders over the phone. Furthermore, I have held numerous leadership responsibilities, where I have been responsible for facilitating positive change, the development of policies and procedures and the motivation, training and coaching of new and existing staff. I have been able to demonstrate my ability to listen carefully and ensure their views have been understood working as a Swimming Instructor, which entailed listening to parents speak about their child’s past experience around water, goals for the future and concerns. By clarifying each of these concern or issue with them I have gained trust, respect and have been able to tailor classes to suit their needs.

Teamwork: Demonstrating myself to be a resourceful team member, I have been instrumental in contributing to high performing teams, forging strong relationships with colleagues and management. I have worked in teams that take a problem-solving approach to tasks and have helped formulate action plans with a genuine interest in the interchange of ideas. The Queensland Institute of Medical Research (QIMR) provided me with the opportunity to actively listen to the Communications and Engagement Manager requirements for a strategic marketing plan. After meeting with Emily, I was able to identify several opportunities that could improve their current strategies. In addition, I worked with another colleague at University to develop the plan. I listened to her ideas and asked questions to ensure a complete understanding and together we created a plan that QIMR could implement.

Throughout my internships, work experience and university studies, I have worked in several groups with varying dynamics. I have been able to identify individual’s strengths and utilise them to achieve team success. At university I worked within diverse groups that allowed me to take a leadership role to ensure each member felt included and heard. In each group age, race, religion and genders varied which proved successful. Each person had a different way to resolve problems and by integrating solutions we efficiently completed tasks.

Compassion: Striving to achieve and maintain service excellence, I consistently incorporate the interests and needs of clients from culturally and linguistically diverse groups, actively managing client expectations and anticipating the impact of changing environments on client requirements. Promoting a strong client service focus and a commitment among others to providing quality client service, I am adept in managing a high-level customer service delivery and ensure client satisfaction and expectations are allocated high priority. In my current and previous employment, I have consistently provided high quality customer service in a high volume, complex and sensitive environments, promoting and developing a culture of customer service excellence for both internal and external customers. I have demonstrated my customer service and interpersonal skills to be of a very high standard and supervisors have commended me on many occasions for my clear speaking manner, understanding and empathetic approach.

High Performance: As a results-driven and innovative professional, I am adept in responding to changing demands with a commitment to optimising business processes with experience instigating opportunities for continuous improvement activities to improve outcomes. Dedicated to creating an environment for success, I take responsibility for the expansion of capability in others. In my experience as a high achiever, I have consistently achieved desired outcomes, contribute to meetings, provide accurate advice and hold myself personally accountable for the outcome of the continual improvement of the processes for which I am involved.

During my time at the Sydney based marketing firm Artists & Rebels, I was responsible for gathering data on potential employees and providing an excel spreadsheet to the Creative Director that could provide insight into who was the best candidate for the position. I saw this task through to completion and a new employee was successfully recruited based on the initial spreadsheet I created. My role within Artists & Rebels provided me several opportunities to work independently and accept more challenging tasks. As I was situated on the Gold Coast at the time, I had the opportunity to be a correspondent, I was able to travel to businesses and liaise with clients, negotiate parts of contract agreements, design and create advertisements for Facebook, Instagram as well as TV campaigns. I edited and proofread several campaigns, learnt an incredible amount of knowledge from researching and continuous communication with my supervisor.

Integrity: Upholding a high level of personal ethics, integrity with the ability to provide leadership and guidance including in relation to the professional development of staff, work practice change, continuous improvement and professional and ethical work practices, I am confident that my management experience where I have attained all of the above, would make a suitable candidate for this Human Resource Graduate role. I complete each activity in my life with accuracy and integrity, whether this be designing and implementing a strategic marketing plan for a large organisation or filling out a timesheet before it is due. Whilst undertaking my internship with Bendigo Bank I was provided five assignments that needed to be completed at specific times, I clarified my role and asked for assistance at times from my supervisor and successfully completed each piece before the due date.

I have a demonstrated track record of confidentiality and discretion with a practical understanding of legislation and statutory guidelines such as the Privacy Act and Code of Conduct. I always maintain paperwork, departmental records and correspondence consistent with departmental protocols with an understanding of access obligations and restrictions in relation to systems, electronic records in line with staff access levels and appropriate delegations.

Selection Criteria Director (Business Capability) | Position No: QLD/123456/18 | Public Business Safety Agency •

Display strong leadership as a member of the QGAir leadership team to deliver outcomes across the Division and the Public Safety Business Agency.

Throughout my career to date, I have demonstrated strong leadership skills with proven expertise in staff leadership, training, motivation, performance appraisal and project management with the capacity to oversee and coordinate smooth and efficient day to day operations. Whilst managing multi-disciplinary teams, I have dealt with people from a diverse range of cultural backgrounds on a daily basis. My ability to provide strong leadership has increased as I have grown in knowledge. When managing the operations of the Medical Centre, my role was a servant leadership style as key roles were given to Practice Nurse and Senior Doctor, both of whom were responsible for their peers. As jobs changed within the practice, so did my leadership style to now where I have adopted a more situational leadership style. Working with peers, immediate managers and other departments, I have seen this style suit depending on the environment. Having clear objectives, strategies and values helps unite a team in achieving these goals and promotes a positive team culture which drives productivity.

As an experienced management professional, I support organisational objectives and recognise how my work contributes to the achievement of organisational goals, purpose and direction, practicing sound judgement and decision making. Committed to the delivery of quality service and sustainable outcomes, I have effectively and efficiently managed human, physical and financial resources throughout my career across various industries as demonstrated in my experience as a Co-Owner of My Medical Centre Carseldine in 2005 - 2010. In this role I was tasked to manage, roster and appoint staff, perform purchasing duties, liaise and negotiate with new and existing suppliers, overseeing and driving optimise customer service with profit and loss accountability which involved financial management and resource allocation, budgeting, report writing, preparing financial statements and compiling stock reports to ensure optimum product capacity.

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Lead and direct QGAir business and organisational improvements to support QGAir Fixed Wing and Rotary Wing operations.

Upon researching the PSBA, I came across the snapshots of their achievements for January to June 2018 which shows an expanded network into various activities to which the PSBA is legislated outlining their role and main functions, providing communication to all stakeholders of various activities, improvements within the organisation, which directly correlate to their values. In my experience as a high achiever, I have demonstrated the ability to optimise operations, policies and processes, remaining accountable for the achievement of desired outcomes and driving continuous improvement. As a self-motivated and achievement orientated individual, I take responsibility for meeting KPI’s, facilitating meetings, leading high performing teams, providing expert advice, developing and improving systems and procedures. I believe that having a clearly articulated message allows everyone to focus on innovation where it can deliver the greatest value.

As a co-Business Owner, I have driven innovation in many ways which has included the reduction of staff turnover via the introduction of KPI’s, increased responsibilities and the creation of a cooperative work environment. I also reduced staff turnover by introducing KPI’s, increased responsibilities and creating a cooperative work environment. I have played a key role in identifying emerging issues and changing trends of operational or strategic significance as the Co-Owner of My Medical Centre Carseldine, including customer service standards and satisfaction levels; cash flow analysis and expenditure control; marketing and advertising planning and management; report writing and analysis; performance appraisal of staff to maximise overall operations.

When studying in 2016, I came across an acronym in one of my Public Relations classes, which clearly sums up an organisations desire for continual improvement, it was PDCA cycle; Plan, Do, Check and Act. This cycle aligns closely with this concept, one I still use today. This cycle sets out a perfect framework for planning out my monthly budget goals, then down to my weekly and daily activities. At the end of each day I will assess what was achieved, how I have been able to gain greater profit margins for my territory, increase in customer activity for less effort. Including August, I have exceeded my budget for the last four months using this method. Simple in that there are only four steps, profoundly deep in that is displays a type of perceptual loop of improvement, self-awareness.

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Build and sustain professional working relationships through effective communication across all organisational levels including PSBA corporate services.

Throughout my career, I have been fortunate to have established lifelong friendships from interacting with customers in various roles. I have an ability to communicate with those on the engine workshop floor through to owners of Businesses worth millions of dollars. Understanding stakeholder importance to any organisation has helped in building these relationships as each stakeholder has their own interest in dealing with me. My ability to display interpersonal skills has set me apart from competitors.

Quickly identifying which department helps me to achieve my goals usually flows on to helping them achieve theirs.

Be that efficiency in logistics through multiple shipping of parts to vendors, customers to understanding accounts department wanting accurate details of accounts payable staff with customers. Understanding that it is the hub of a wheel which is strong holding all the spokes in place as a bike races down a hill, so to ensuring a working relationship with all departments. I have constantly sought opportunities to develop and maintain relationships with internal and external stakeholders in pursuit of positive outcomes. I develop and sustain productive internal and external networks relevant to the business area and seek to develop mutually beneficial relationships whilst anticipating and ensuring responsiveness to stakeholder needs. Demonstrating myself to be an active team member, I have been instrumental in contributing to exceptional teams working in fast paced environments. •

Lead the organisation's Facilities Management and Administrative activities across the nine QGAir bases.

Throughout my career to date, I have undertaken numerous office administration tasks including operations and office management, advanced computer operation, human resources management, filing, faxing, photocopying, records management, archiving, client service management, effective enquiries handling, problem solving and resolving complaints, accounts payable and receivable, financial reporting and analysis, bookkeeping, human resources management and processing of staff payroll. As an administration professional, I am well versed in the provision of superior administrative support including writing and formatting correspondence documents and reports. Furthermore I possess an excellent skills in word processing, collation of official company documents such as annual reports, executive summaries and contracts; monitoring existing documents to ensure they remain thorough, accurate and up-to-date; development, formatting and maintenance of databases; formatting and providing content within PowerPoint presentations; writing letters and memorandums at a senior and general level; data entry within databases and Excel spreadsheets; preparation of financial cost sheets and efficient and accurate typing skills.

Upon my commencement with Pacific Turbine Brisbane, there was no existing Customer Relationship Management (CRM) system to manage interactions with current and potential customers. Dedicated to improving our systems and procedures, I utilised my initiative to organise and coordinate the purchase and implementation of a new program where we could capture relevant data on customers to help with budgets, business objectives and ultimately profitability for the company. I outlined why this would be strategically beneficial with some product suggestions. This led to the company purchasing a CRM program that is now successfully integrated within the current system. Having gained a high level of proficiency using the CRM program, I have supported and coached other staff to use the system.

In my current and previous roles, I have readily evaluated and reviewed processes to deliver continuous improvement, risk management and compliance across various spectrums. For example as a Co-Business Owner, I was involved in the initial business planning process across all areas including safety and security, clearly defining the objectives and outcomes of our new policies and procedures that were being implemented. It was essential to determine what successful outcomes will look like and what evidence was be needed to demonstrate success. As this has planning implications, thinking needs to occur from the outset and ensure activities are fit-for-purpose. Furthermore, as the Co-Business Owner of a busy medical centre on the Northsides of Brisbane, it was imperative that the business was accredited with the Australian General Practice Accreditation (AGPAL) within three months of change of ownership. I worked diligently with the Practice Nurse and Senior Doctor; we began the process to gain the accreditation. We divided the sections into three areas, setting a time frame in which to complete each task and we held weekly meetings to assess and the progress. We completed the task within defined time frame, which set up a frame work for three years later when we did it again. •

Lead and oversee projects for QGAir, including management of lengthy research and due diligence processes in alignment with the organisation's strategic and operational plans.

I have utilised high level project management skills with proven ability to creatively problem solve and think strategically whilst coordinating major projects from project conception through to the implementation phase, consistently implementing solutions on time and budget whilst meeting project specifications. I have prepared project plans, schedules, documentation and tracked progress through all stages to ensure on time delivery whilst meeting project objectives. I support organisational objectives and recognise how my work contributes to the achievement of goals, organisational purpose and direction, practicing sound judgement and decision making. Committed to maintaining an awareness of potential implications and impacts, I contribute to solutions and future strategies which has included the designed business and operational procedures. Showing judgement, intelligence and commonsense, I request clear expectations when work is assigned, identifying and using resources effectively, applying and building professional expertise with a proven track record for working independently and delivering quality outcomes with limited direction or supervision, whilst ensuring closure and delivers on intended results and commitments.

I was recruited as Senior Sales Representative - Australia & New Zealand of Pacific Turbine Brisbane for one specific reason, which was to increase the business brand within Australia, as the company focus had shifted to other Pacific Countries. I was responsible for reigniting sales and requests in various countries; therefore, I spent the first 4-6 weeks reviewing certain microenvironments and macro environments, researching and analysing what our competitors were doing within the market, identifying key vendors to build a stronger unity with to include special contract pricing. After 12 months, I achieved the budget consecutively for the last 4 months, attained a greater increase in communication with clients and have developed a more effective system of identifying potential customers to drive new business.

EXPRESSION OF INTEREST Director of Frontline Services, Service Planning & Performance | Queensland Ambulance Service As an accomplished and high-performing member of the management team at QAS, I model and promote public service professionalism by advocating and fostering a culture of achievement, resilience and excellence across all areas of responsibility with a wealth of knowledge which would enable me to provide expert advice to the Deputy Commissioner, Service Planning and Performance, the QAS Board of Management, LASNs and other key stakeholders on issues impacting on frontline services. I understand that the QAS is progressing into the ere of “Frontline Mobility Solutions” to advantage mobility, including portability and the ability to capture data in real time, which help encapsulate different values for frontline workers.

I believe mobility solutions provide stools to all areas including frontline employees from Senior Executives, LASNs, Operation Communication Centres, Operational Supportive Services and all on-road staff. Furthermore, it will empower the “digitally disenfranchised” by driving efficiency; creating new business models aligned with QAS organisational objectives and forming a new basis for engagement. I have worked on projects using different mobility platforms that QAS presently have in place to develop LASN action plans and incident action plans which supported major events and incidents attended by frontline staff. Using an existing mobility tool to capture feedback from the different events and incidents, I used my initiative to develop an online feedback report that all staff could complete and would funnel into one report of which I could complete the QAS post incident analysis report and then present this to all levels of the QAS. This single action assisted in reducing time spent collating all returned emails then putting data into the report.

Furthermore, having an e-feedback form enabled all staff involved in the event/incident to complete on any e-device. In addition, I am personally working on virtual reality (VR) as a further tool to help in the development of both the staff and organisation. This area has the means to further enhance and lead many changes in many different areas. I believe that enhancements in the area of “Frontline Mobility Solutions” for the QAS should be high on the agenda as acting now means building a competitive advantage and also preparing for the future where every employee, whether they sit at a desk or in the field, will be digitally enabled.

Throughout my tenure with QAS, I have developed and maintained positive, productive business relationships within the QAS, Queensland Health, emergency service organisations, government agencies and with key external stakeholders. I currently liaise with all emergency services (Police, Ambulance, Customs Officers, SES and private organisations such as Brisbane Airport Firefighters), executives within QLD Health including patient access coordination HUB, local hospital health services within Metro North including executives at all hospitals and Team Leaders. I currently represent the Director Operations in Metro South and North LASNs in consultations, meetings and/or discussions with a broad range of stakeholders including Queensland Health, QAS, Emergency Services, Community committees and consultancies in relation to events management.

Possessing strong people management and leadership capabilities, I have successfully lead staff through daily operations and highly stressful situations including major incidents, disasters and large-scale events. I presently provide leadership and manage staff in the performance of day-to-day activities, including developing, coaching and mentoring staff and building a strong team commitment to shared goals. Furthermore I am directly responsible for the operations management of the Narangba Ambulance Station from assets to building and property maintenance, working with building asset services to ensure all property maintenance is carried out, ensuring all vehicles are maintained, equipment and consumables are present and accounted for to deliver front line services. I manage all 80 casual officers within Metro North including all HR, clinical and uniform requirements. In addition, I provide a high level of supervision of ambulance resources and leadership to ongoing patient safety and improved clinical care via effective operational supervision of events within the LASNs. I directly manage and supervise 30-80 personnel directly including all Metro North Ambulance Officers, Paramedics, Patient Transport Officers in regard to incidents and projects. My role includes organising and facilitating training and development programs, linking personnel with key stakeholders such as HR and WH&S Department, the Workforce Planning Unit, Clinical Education Unit, Business Support Group Unit. I also source trainers for external training as required and hold weekly, fortnightly and monthly meetings. I currently manage a team of interns, meeting weekly to ensure they are on track and provide coaching, support and guidance as required.

Over the past 12 years with QAS, I have negotiated and advocated persuasively at various internal/external stakeholder meetings and committee forums to achieve desired outcomes. Furthermore, I have contributed extensively at St John Ambulance since 1995 including my current role as Executive Officer - Change Initiative. In my current and previous roles with St John Ambulance over the past 23 years, I have dealt with a wide range of stakeholders throughout Queensland including internal stakeholders, managers, senior executives and corporate representatives. A key aspect of my role in recent years has included reviewing and improving Volunteerism at St John Ambulance. This task entailed conducting analysis of internal operations; comparing our system with other organisations; leading a team to perform an internal review and look externally to determine what we could do better, putting plans in place to change our survivability.

Under my leadership and direction, positive outcomes have been achieved together with the development of plans and strategies. My contributions were welcomed by the previous Chief Executive Officer and volunteer senior management as well as volunteers.

Leading by example, I actively promote the QAS approach of zero tolerance towards violence with a commitment to supporting those affected by domestic and family violence in accordance with QAS policies and mechanisms. I model and influence a workplace culture of gender equality, respectful relationships, diversity, inclusion, employee safety and support, ensuring that unprofessional conduct is managed in accordance of policies and procedures whilst supporting staff to uphold values. I understand that violence against women and children is a serious problem and domestic/family violence and sexual assault causes deep and lasting damage. In alignment with the whole-of-government strategy of PRIORITY ONE, I maintain linkages and networks to referral services such as psychologists, counsellors and domestic violence providers for external individuals and families together with internal staff members that require support or assistance as victims of abuse.

Jane Applebee  0400 333 888  j-applebee@gmail.com 22 October 2019

Attn:

Executive Director

Re:

Senior Project Support Officer

Position No:

QLD/123456/19

Dear Ms Staples, As a compliance focused, highly efficient and accomplished project and program support, customer service, management and administration professional with broad experience in both the public service and corporate sector, I am excited to be considered for the above position at Department of Housing and Public Works as recently advertised on www.smartjobs.qld.gov.au.

Throughout my career spanning 20+ years, I have gained a wealth of experience in timely and efficient clerical support and office administration, customer service, project support and management which can be demonstrated in my current role as Scheduling Coordinator/Administration Manager with Think Cooling and previously as EL1 Manager Program Office (Department of Health and Aging/Medicare Australia), Director/Business Owner (Healthy Inspirations), EL1 & EL2 Manager Projects Office, Human Resources Officer and Machine Room Supervisor (Medicare Australia).

Having acquired a proven track record of achievement throughout my career as a results-driven leader, I am positive that I would make a valuable contribution as a Senior Project Support Officer at the Department of Housing and Public Works in The Digital Technology and Services division with the ability to provide expertise and undertake specialised project and program support activities to enable the successful delivery of the Tell Us Once (TUO) project. My ability to perform all position requirements to a high standard can be demonstrated in my response to the selection criteria as detailed below.

Demonstrate previous experience and expertise in a similar role.

Throughout my career, I have utilised high level project management skills with proven ability to creatively problem solve and think strategically whilst coordinating major projects from project conception through to the implementation phase, consistently implementing solutions on time and budget whilst meeting project specifications. I have prepared project plans, schedules, documentation and tracked progress through all stages to ensure on time delivery whilst meeting project objectives.

During my tenure as the Manager of the Projects Office in Medicare Australia, I was responsible for the Reporting and Governance of the $185m Business Improvement Project. Although I didn’t run the projects, I assisted all Project Managers with their projects, providing all the templates they required to complete their projects including the business case, project plan and risk assessment. I also assisted the project team with required resources including human, workspace and phones and so on. Working in collaboration with the Project Manager, I provided the Project Boards with updates on their projects and also took these updates to the Governance Board. If a project was running behind schedule or over budget, I would ask relevant questions and assist the Project Manager so they could answer these questions at their board meeting to achieve workable resolutions. The majority of Project Managers selected at Medicare at the time, were not experienced Project Managers, therefore they had found it challenging to understand the reporting processes. On a monthly basis, I would attend the Governance Board, distribute papers and record the minutes and distribute the minutes after the meeting to update all Project Managers and keep them up to date.

Plan and manage activities to successfully achieve on-time delivery of program and project outcomes.

Well organised and efficient, I consistently maintain a highly flexible approach with the ability to work on multiple tasks simultaneously, handle interruptions, competing deadlines and changing work priorities. Dedicated to continuous improvement, I believe it is important to challenge procedures and ways of working regularly to determine if there is a more efficient way of performing tasks, maximising organisation and productivity. It is by way of this ongoing assessment that the quality of the service I deliver and the quality of work I prepare is of the highest standard achievable. Upon the initial creation of the Project Office, I worked in collaboration with the IT department and other members of our team to develop a program called “Project Home” with an objective to enable me to enter data from a project and provide a traffic light report for the Boards. The traffic light report provided clear indications where a project was at any given time on budget, schedule, resources, risks and so on, servicing as a warning for the Board if the project was going off track. I was allocated strict time schedules to meet such as board meetings and end of month processing. I understood it was important to avoid missing any deadlines as time was critical to the remainder of the projects.

Identify, develop and maintain effective stakeholder relationships, including relationships with other agencies and industry.

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. In my earlier work at Medicare Australia, I was required to develop and maintain excellent relationships with all Project Managers, Board Members, Governance Board Members and the Managing Director of Medicare Australia in order to get things done in a timely manner. Moreover, utilised an influential approach to negotiate time with the Finance Department for the Project Managers if they were behind in their end of month budget processing which was critical. Additionally, due to my relationship with team members in the department, I could usually achieve more time for processing.

In my current role as Scheduling Coordinator/Administration Manager with Think Cooling, I am required to maintain strong working relationships with suppliers, clients, builders and many other stakeholders. All constructions projects require input from various areas such as plumbing, electrician, air conditioners and each job has to run plan, therefore if we don't order the equipment in time, the suppliers don't deliver on time and this can hold up the remainder of the build. Each job is not as simple as just turning up and installing an air-conditioner, we have to run duct and pipe which needs to be done at a specific time during the build. Due to the relationships I have built over the years with the suppliers, I have on many occasions requested a favour to have the unit or parts delivered quickly.

Demonstrate and apply your knowledge of project management methods.

I hold a Prince2 accreditation, Diploma of Project Management in Government and I possess a sound understanding of project management methodologies and their purpose including Agile, Scrum, Kanban, Lean, waterfall PRINCE2 and PMBOK. Agile is often used to collaborating to iteratively deliver whatever works, Scrum enables a cross-functional, self-managing team to deliver fast, Waterfall is effective in planning projects fully then executing through phases, PRINCE2 is useful for controlled project management that leaves nothing to chance and PMBOK applies universal standards to waterfall project management. I understand Project Management in the context of Business Cases, Project Plans, Budgets, HR Plans, Communication Plans, Schedules, Benefits Realisation and I am aware of the five project management phases which are conception and initiation, planning, execution, performance monitoring and close.

Work collaboratively within a project team, particularly with cross-agency stakeholders and subject matter experts.

As a team member, I am mindful of my role and the roles of others to ensure successful outcomes. I have worked in teams that take a problem-solving approach to tasks and have helped formulate action plans with a genuine interest in the interchange of ideas. I have worked as part of a team for many years and understand the importance of excellent teamwork. I consistently seek opportunities to develop and maintain relationships within with colleagues, community members and other external networks relevant to business area, anticipating and ensuring responsiveness to stakeholder needs.

In my current role as Scheduling Coordinator/Administration Manager with Think Cooling, I work in a team environment, coordinating the installers and service technicians on a daily basis, scheduling jobs, teaming up technicians with apprentices, ensuring jobs are completed in a cost effective manner and providing them with all tools and support they need to complete their jobs. In the office environment, I jump in and assist as required. Currently the Receptionist is away on her honeymoon and another staff member is sick, so it has left the office short staffed. I have taken the initiative to answer phones as well as preparing all reports she normally completes and generally ensures all work is completed. Additionally, I organised the manager’s wife to assisting and I am currently showing her how to perform required work tasks as well as completing my own work. We have two seasons in this industry which includes our slow period during winter and very busy during summer, hence as a team we all help each other when required to ensure smooth functions.

Demonstrate your ability to communicate project requirements and outcomes, both in writing and orally.

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 key requirements. Whilst involved in Project Management and using the Project Home program, I communicated with and updated all Project Managers to help them remain aware of the status of their projects at any given time from the information they provided to me. Additionally, at the end of each month as I processed their accruals, I identified whether they were on budget. I attended project board meetings and provided information as required, attended meetings with Project Managers when their projects were running off the rails and organised additional staff when required with a resourceful approach. Furthermore, I requested additional funds through the governance board.

Find attached my rĂŠsumĂŠ which details my skills, experience and accomplishments together with referees will verify my key strengths and competencies. I welcome the opportunity to attend an interview where I would be pleased to elaborate regarding my suitability for this opportunity. Feel welcome to contact via on phone or email should you have any questions.

Yours sincerely, Jane Applebee

John Starling  0412 345 678  j.starling@gmail.com 18 October 2019

Attn:

Principal Lawyer

Re:

Customer Service Officer

VRN:

LAQ 00/19

Dear Mr Surname, A community-focused customer service and administration professional with diverse experience in providing exemplary customer service to both internal and external stakeholders in constantly changing environments, I am excited to be considered for the above position at Legal Aid Queensland as recently advertised on www.smartjobs.qld.gov.au.

Throughout my career over the past 20+ years, I have gained broad experience in customer service and support which can be demonstrated in my current role as Business Development Manager at ARK Media and previously with various companies as Sales Associate, Real Estate Sales Professional, Account Manager, Sales Manager, Personal Assistant, Office Manager and Receptionist/Secretary. I have demonstrated proven expertise in supporting a culture of quality customer service with the ability to resolve complex customer issues and meet their individual needs.

As a confident and experienced communicator with highly developed interpersonal skills, I have the capacity to develop a positive rapport with customers whilst maintaining a professional and friendly manner, ensuring customer satisfaction is a priority in line with service delivery requirements. Acknowledging outcomes which are achieved by effective collaboration, I readily engage with team members to share information, resolve issues and problems jointly whilst remaining flexible and supporting others in handling complex enquiries. Moreover, I possess a keen eye for detail with an understanding of how processes work with the ability to resolve problems through process analysis and systematic thinking.

Having acquired a proven track record of achievement throughout my career as a valued team member and self-driven individual, I am positive that I would make a valuable contribution as Customer Service Officer with the ability to act as the first point of contact for people visiting offices around the state and play an important role in providing services to our clients, respond to telephone enquiries, provide clients with legal information and help them complete application forms. Furthermore, I am skilled in undertaking a range of administrative tasks including data entry, word processing, mail and records management.

Committed to professional development, I am undertaking a Professional Diploma for Digital and Social Media and have completed Positive Prospecting Training; Winning Ways - Success in Real Estate; Registration Certificate Real Estate Salesperson; AIS Media Masters Course and Certificate of Radio Marketing. I take personal responsibility for continual professional development and seek opportunities to develop my capabilities to the highest level.

Dedicated to uphold Legal Aid Queensland’s vision to be a leader in a fair justice system where people are able to understand and protect their legal rights and a purpose to provide quality, cost effective legal services to financially disadvantaged people throughout Queensland, I am keen to undertake new challenges in the public service where I can enhance my experience working in a team of professionals, whilst adhering to the Public Service Values and Code of Conduct that shape the way we think, react and behave.

Find attached my résumé which further details my skills, experience and accomplishments together with my response to the key capabilities. I welcome the opportunity to attend an interview where I would be pleased to elaborate regarding my suitability. Feel welcome to contact me on 0412 345 678 or via email at j.starling@gmail.com should you have any questions.

Yours sincerely,

John Starling

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