Amelia Begley

Ensure compliance with Sydney Trains' Safety Management System (SMS), Rail Safety Act, and workplace policies. Conduct staff sign-on, fitness for duty assessments, and crew sign-off procedures. Maintained accurate attendance records, timesheets, leave documentation, and payroll submissions to ensure compliance with operational standards. Monitor crew attendance and promptly notify management of late or absent staff. Liaise with Crew Assignment Officers, Rostering Officers, Shift Managers, Depot Supervisors, and train crews regarding roster changes and operational requirements. Coordinated and communicated crew roster amendments, service disruptions, and operational updates to facilitate seamless operations. Supported crew allocation decisions to enhance safety and efficiency of train operations. Issue, manage, and balance radios, replacement batteries, emergency equipment, forms, and operational documentation. Distribute safety-critical notices, timetables, circulars, and operational communications. Coordinated transport arrangements for train crew, including taxi services. Maintain accurate operational records and update noticeboards with service information. Screen visitors and respond to crew enquiries in a professional and timely manner. Use automated crew scheduling and rostering systems to support operational requirements and workforce planning. Contribute to continuous improvement initiatives within Crew Support and rostering operations.

Key Skills

•Extensive knowledge of Sydney Trains operational procedures and rail safety requirements.

•Excellent verbal and written communication skills.

•Proven ability to build positive working relationships across all levels of the organisation.

•Strong organisational and time management skills with exceptional attention to detail. •Ability to manage multiple priorities in a fast-paced operational environment. •Sound decision-making and problem-solving skills, particularly during service disruptions.

•Accurate administration of timesheets, attendance records, payroll documentation, and operational records. •Experience coordinating crew movements, roster changes, and operational communications.

•High level of computer literacy and ability to quickly learn new rostering and operational systems.

•Team-focused with the ability to work collaboratively across multiple departments. Strong customer service and stakeholder engagement skills.

•Demonstrated accountability, professionalism, and commitment to safety.

•Ability to maintain confidentiality and exercise discretion with employee information.

•Adaptable, reliable, and able to perform effectively under pressure.

•Ensured the safe operation of passenger train services by following strict operational procedures and safety standards.
•Delivered exceptional customer service by providing travel information, assisting passengers, including those with accessibility needs, and resolving enquiries professionally.
•Monitored passenger behaviour, managed incidents and emergencies, and coordinated with Staff, security, Police and Emergency Services when required.
•Worked closely with Train Drivers, Signallers, Network Control and Station Staff to maintain safe and efficient train operations.
•Conducted platform safety observations, operated train doors, and authorised the safe departure of trains.
•Made clear and timely public announcements regarding service updates, delays and passenger information.
•Performed train preparation, fault management, safety inspections and emergency response duties, including first aid when required.
•Completed operational reports and maintained accurate documentation relating to incidents, delays and service disruptions.
•Maintained a calm, professional approach in high-pressure situations while prioritising passenger safety and customer satisfaction.

KEY SKILLS
•Extensive knowledge of Sydney Trains operations, procedures, and safety standards gained through over 20 years of frontline experience.
•Strong communication skills with the ability to liaise effectively with Train Crew, Drivers, Managers, Network Control and operational staff.
•Excellent customer service skills with a proven ability to assist passengers professionally and empathetically in a wide range of situations.
•Sound decision-making and problem-solving skills, particularly in time-critical and high-pressure operational environments.
•Strong organisational skills with the ability to prioritise tasks and manage multiple responsibilities simultaneously.
•Proven ability to build and maintain positive working relationships across all levels of the organisation.
•Highly developed conflict resolution and incident management skills, remaining calm and professional under pressure.
•Accurate written and verbal communication skills, including operational reporting and record keeping.
•Strong understanding of crew operations, rostering impacts and operational requirements.
•High attention to detail and commitment to safety, compliance and operational excellence.
•Proficient in working independently while contributing effectively as part of a collaborative team.
•Flexible, adaptable and reliable, with a strong commitment to supporting colleagues and delivering positive operational outcomes.

• ⁃ Assisted passengers with inquiries and provided information about services and schedules.
  ⁃ Facilitated communication with customers, train crew, and signal boxes to ensure smooth operations.
  ⁃ Developed strong problem-solving skills through handling various operational challenges.
  
  
  Relevant Skills:
  ⁃ Strong organizational and multitasking abilities.
  ⁃ Excellent communication and interpersonal skills.
  ⁃ Proficient in record-keeping and data management.
  ⁃ Ability to work collaboratively in a team oriented environment.
• Assisted customers with ticket purchases and travel inquiries.
• Provided timely information about train schedules and service changes.
• Resolved customer complaints efficiently and professionally.