Ashley Smith
58 Lord Howe Dr, Ashtonfield
Summary
As a seasoned Office and Administration Assistant I have consistently demonstrated reliability, earnestness, and a strong work ethic throughout 20+ years of professional experience.
My diverse background includes roles as a Clerk, Office Assistant, Administration Officer Level 4 / Transactional Services Officer, and most recently, as an Access Officer in 2023, and Planner in 2024 at the National Disability Insurance Agency.
My expertise encompasses Home Care Services Administration and Customer Service, where I have served as the Branch Receptionist and primary point of contact for clients, staff, and general face-to-face inquiries.
I am highly detail-oriented and take pride in delivering thoroughly completed work while maintaining a professional demeanour and presentation at all times; and I excel in team environments and am equally capable of focusing on tasks independently.
I am organised, dependable, and adept at managing multiple priorities with a positive attitude.
I am always willing to take on additional responsibilities to meet both personal and team goals.
As a proud and openly queer transgender woman, I am known for my kindness, helpfulness, and compassion.
Overview
23
23
years of professional experience
Work History
APS Level 4 Planner
National Disability Insurance Agency
03.2024 - Current
- Gathering and verifying information from applicants and participants, authorised and legal representatives, such as public guardians and child protection agencies, health, and partners in the community to enable high-quality planning and evidence-based decision-making
- Using a range of policies, practice guidance and legislation to make funding decisions and justifications in relation to participant plans to complement informal, community and mainstream supports
- Working closely with applicants, participants and their representatives to identify current and future supports, and informal, mainstream and community support options to achieve plan outcomes, and liaising with key stakeholders including Partners in the Community to deliver services to participants
- Completing administrative and data entry tasks relating to applicants, representatives, participants, and in some cases providers when relating to Request for Service tasks
- Contributing to the achievement of key performance indicators, including planning targets
- Conducting numerous calls with both participants, representatives, and applicants to gather information, verify and request further proof of identities, provide updates, and address any questions or concerns with a strong focus on customer service
- Using a range of policies, practice guidance and legislation to make funding decisions in relation to participant plans to complement informal, community and mainstream supports; and completing plan variations and implementing plan changes based on new information or changes in circumstances, especially when relating to access met decisions to assist hospital discharges
- Working closely with participants and their representatives to identify current and future supports, and informal, mainstream and community support options to achieve plan outcomes; and handling requests for service from participants and ensuring their needs are met in a timely and efficient manner
Personal Assistant
Live Your Best Life Disability Support
10.2023 - 01.2024
- Oversaw personal and professional calendars and coordinated appointments for future events
- Maintained appropriate filing of personal and professional documentation
- Provided daily administrative support to office staff and the Director, including scheduling meetings, travel arrangements, managing documentation, creative design and social media
- Completed and organised documents and resources including visuals for children living with ASD
- Organised workplace events, ensuring general office organisation and upkeep, meeting coordination, setting up necessary technology and gathering resources
- Taking and distributing minutes on behalf of the Director, and attended formal meeting with Department of Communities and Justice, for the Director
- Liaised with staff and participants to complete tasks as required
- Oversaw the organisation's website and social media accounts, including Instagram, Facebook, and website. Created engaging content, monitored comments and interactions, created advertisements and information flyers using Canva and Photoshop
- Ensured the company brand's voice and mission are consistently represented
APS Level 3 Access Officer
National Disability Insurance Agency
01.2023 - Current
- Reviewing, processing and verifying documentation and ensuring all information is available for an access decision in accordance with NDIS policy and legislation
- Responding to phone and email enquiries about access and eligibility, providing accurate information and effective support to applicants and participants
- Maintaining and updating records for accuracy and undertaking a range of data entry responsibilities in accordance with Agency standards and policies
- Managing incoming and outgoing correspondence through the NAT Inbox
- Uploading documents according to Agency standards and policies, using fixed naming conventions and requirements
- Informing prospective participants of their application progress and any further information that is required or not provided to help with an access decision
- Making outbound phone calls to applicants, representatives, NDIS support coordinators and third-party providers to make Verbal Access Requests, seek consent to access the Centrelink Mainframe, or request official legal and court documentation for verification
- Demonstrated respect, friendliness and willingness to help wherever needed
- Managed time efficiently in order to complete all tasks within KPI requirements, whilst maintaining quality in my work
- Passionate about learning and committed to continual improvement
- Self-motivated, with a strong sense of personal responsibility and proven ability to learn quickly and adapt to new situations
- Worked well in a team setting, providing support and guidance
- Used critical thinking to break down problems, evaluate solutions and make decisions regarding valid documents and identification for an Access Request
- Gained extensive knowledge participating in LEAP training modules, about not only the NDIS and legislation yet also overall conduct as an Australian Public Servant
Administration Assistant
Live Life Alarms
07.2022 - 12.2022
- Answered substantial volumes of daily phone calls on a multi-line phone system during business hours, whilst maintaining excellent customer service phone manner
- If unable to resolve a client's enquiry in a timely manner, transferred calls to the appropriate technical support team member for resolution; or escalated to my team leader &/or my department manager
- Facilitated credit card payments of annual renewals over the phone, with assurances given to clients that their privacy and personal details were handled safely and securely
- Investigated, processed and provided evidence for client refunds of duplicate and incorrect payments, using a payment gateway system to and action refunded funds
- Arranged credit notes for service providers who managed our clients Home Care Package funds, voided invoices for clients who had passed away or moved into full time aged care facilities
- Monitored email inboxes for enquiries and requests, to promptly respond to clients, staff, subcontractors and other NDIS representatives, occupational therapists and health professionals efficiently
- This included handling transactional and service-related questions, actioning care provider organisation transfer requests, problem solving and billing enquiries; and managing phone calls from clients during team manager and members absences; delivering informative answers and solutions to requests and disputes
- Coordinated new annual renewals tax invoices for clients and care organisations paying for the first time, by managing physical and digital requests & preparing all information related to requested services: such as providing annual due dates and methods of payment that included cheques, money orders, bank transfers/direct deposits, credit or debit cards and physical cash payments at reception
- Participated as a ‘super-user' during business wide software upgrade from CRM ZOHO to Salesforce
Administration Assistant
Home Care Assistance Newcastle
08.2021 - 07.2022
- Served as the first point of contact for all clients, care workers, staff, suppliers, vendors and other in-person general enquires at the main office
- Worked a rotating and varied on-call roster, to serve as the sole point of contact responsible for all clients, care workers and health professionals requests, needs and emergencies from 5 pm Friday through to 9 am Monday; twice monthly and/or as needed on public holidays
- Filled care worker shifts at short and emergency notice, for services being provided to multiple clients on the same day; whilst balancing the priority and needs of clients with needs for medication prompts and personal care
- Answered large volumes of daily phone calls on a multi-line phone system during business hours
- If unable to resolve sufficiently, transferred calls to the appropriate care manager, rostering team member or business co-owner within the company
- Monitored the support email for enquiries and requests, as well as the voicemail inbox to return calls to clients, staff, subcontractors and other health professionals promptly and efficiently
- This included handling service-related questions, booking requests, problem solving and billing enquiries; and managing phone calls from clients during care manager and rostering team absences; delivering informative answers and solutions to requests and disputes
- Provided detailed and knowledgeable customer service related to My Aged Care Home Care Packages, home care services, rates and charges; and transferring to Home Care Assistance Newcastle from other local and national providers
- Communicated professionally and succinctly with government, NSW Health, My Aged Care representatives and other allied health professionals
- Approved and actioned client requests up to $200 within government and My Aged Care guidelines, whilst factoring in available and projected Home Care Package funds
- Conferred with Care Managers for approval and authorisation of client requests over $200; again, within government and My Aged Care guidelines and factoring in available/projected Home Care Package funds
- Sourced and setup varied and multiple Third-Party Service Providers, from initial contact and communication of company and government/My Aged Care requirements, such as insurance, police checks and mandated COVID vaccinations; to provide services to clients to be paid with their Home Care Package funding
- Coordinated new referrals for clients by managing physical and digital requests, preparing all information related to requested services; such as meals, repairs, transport, lawn Maintenance, detailed cleaning and Mould removal; as well as those of clinical professionals such as Registered Nurses, Occupational Therapist and Physiotherapists needs
- Communicated with suppliers and vendors to place and receive orders, request services and deliver instructions from office management
- Maintained detailed administrative and procedural processes to improve accuracy and efficiency
- Guided administrative and professional staff through computer and software problems, including helping care workers and staff in the field with Procura and general enquires related to Microsoft Office Suite, Google Gmail/Calendars and other business software
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Executed record filing system to improve document organization and management
Administrative Assistant
Australian Unity Home Care Services
11.2020 - 08.2021
- Served as the first point of contact for all clients, care workers, staff, suppliers, vendors and other in-person general enquires at the reception of branch
- Answered in excess of seventy daily phone calls on multi-line phone system with Skype
- Transferred calls to the appropriate service coordinator, allocator, branch manager or department within the greater company
- Monitored the voicemail inbox alone and returned calls to clients, staff, subcontractors and other health professionals promptly and efficiently
- This included handling service-related questions, booking requests, problem solving and billing enquiries; and managing phone calls from clients during allocators, service coordinators and manager absences; and delivering informative answers to questions and disputes
- Guided administrative and professional staff through computer and software problems related to Procura, Microsoft Office Suite, Skype and other business software
- Processed all purchase orders requests from service coordinators and branch manager, and assisted in invoice and credit note raising daily
- Tracked and submitted company vehicle log sheets to accounting department for processing
- Coordinated client meal orders by managing physical and digital requests, preparing spreadsheets and submitting to supplier for preparation and delivery
- Collected Employee Exit Checklists and oversaw the return of exiting employees' mobile phones, uniforms, receipt books & Personal Protective Equipment
- Communicated with vendors to place and receive orders, request services and deliver instructions from office management
- Maintained detailed administrative and procedural processes to improve accuracy and efficiency
- Requisitioned office supplies, coordinated employee PPE requests and maintained inventory of both to prevent shortages
- Processed incoming mail and packages and prepared outgoing mail for collection by Australia Post representatives and other suppliers
Administrative Assistant
Odyssey Builders - KKCS
09.2020 - 10.2020
- Experience dealing with My Aged Care, by both phone and through the My Aged Care portal using MyGovID
- Processed incoming occupational therapists' referrals and quote documents, including contracts, for preparation of raising purchase orders and invoices
- Communicated with occupational therapists, clients and consumers to follow up signed contracts and requests to deliver services for a Not-for-Profit organisation - involving both NDIS and CHSP (Commonwealth Home Support Programme)
- Greeted visitors, staff and callers daily to handle inquiries or direct to appropriate persons or teams within the overall Kurri Kurri Community Services network
- Monitored daily and weekly schedules and monthly calendar obligations for the completion of tasks, quotes and referrals
- Provided customer service and answered extremely high volumes of incoming calls and directed them using multi-line telephone system; as well as distinguishing clients requests and concerns from both My Aged Care & NDIS perspectives
- Directed clients to appropriate personnel to address concerns, resolve complaints or answer account-related questions
- Sorted incoming mail and directed to correct personnel and departments each day and managed workload between also taking a large number of incoming calls per day; at times receiving upwards of twenty calls daily
- Scheduled office meetings and client appointments for staff teams
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy
Payroll Administrative Assistant
Maitland City Council
11.2019 - 04.2020
- Protected payroll operations and maintained employee confidence by keeping information private and secure
- Organised and maintained payroll information by entering data, deleting errors, calculating and collecting information
- With the Payroll Officer, helped to administer payroll for 500 employees per fortnight using Horizon software
- Constructed leave pay schedules, processed payroll garnishments and worked closely with the Payroll Officer to pay out bonuses, severances, service awards and special payments such as Public Holidays, shift and night work
- Gathered and coded time sheets per Local State Government Award, to prepare weekly payroll data for processing by payroll coordinator
- Classified, sorted and filed correspondence, articles, records and other documents to maintain organised filing system
- Received, filed and processed paperwork and documents for on-boarding employees
- Managed filing system, entered data and completed other clerical tasks.
Health & Safety Administration Assistant
Bulga Coal Open Cut Mine
08.2019 - 08.2019
- Managed and adjusted personnel and managers scheduling, for appointment requirements, monitoring and adjusting allocations of time and auditor needs, and for maximum attendance to legal assurance site visit
- Planned and executed corporate agendas, communicating needs and documents for legal assurance site inspection, booked conference rooms and organised auditors' lunches
- Conducted thorough research using Bulga intranet, and various online media, government and not-for-profit resources, to obtain relevant data for updates to Support & Welfare
- Services procedures with editing of current contacts to local and state outreach services
- Entered staff and contractor fatigue checks in company Excel based, multi-user, database system and updated spreadsheets for other departments for more appropriate data sorting and aesthetics for PowerPoint presentations
- Coordinated and organised meeting times with department, maintenance and mining managers, team leaders and staff, serving as main liaison for legal site assurance site audit interviews conducted
- Shared project materials, including managing physical and digital files, monitored spreadsheets and updated reports, contacts and procedures
- Wrote email messages, memos and business letters for team leaders and management and proofread all documentation to provide error-free correspondence
- Completed Work Site
- Inspection with Health & Safety Officer and submitted document of physical inspection and hazards to Bulga CMO database
- Assisted with administrative tasks, including filing, making phone calls regarding maintenance of amenities and collaborated effectively with main Bulga administration reception and staff
- Developed and distributed health education materials to increase awareness and understanding
- Continually improved knowledge, skills, and performance based on feedback and self-identified professional developmental needs
Senior Administration Assistant
Ambulance Service NSW
07.2019 - 07.2019
- Effective use of StaffLink and Solv Injury Connect, specifically related to Workers
- Compensation Payroll in the Safety and Recovery Unit
- Processing of new claims and current claims related to workers compensation and relevant reporting
- Extensive use of Microsoft Word, Excel, Outlook / Microsoft Office Suite
- Proven analytical skills regarding the investigation and locating of relevant staff assignments base rates, allowances and average weekly earnings for comparison with workers compensation payment and top-up payments
- Effective understanding of StaffLink and its application within a new field of work, building on previous skills and furthering experience in employee assignments, wage details, pay cycle and Local Health District requirements
- Monitored multiple databases and email boxes daily
- Proactively identified and solved complex problems regarding employee transactions
- Comprehension and application of NSW Health CORE values of Collaboration, Openness,
- Respect and Empowerment
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
Administration Officer
HealthShare - NSW Health
04.2016 - 05.2019
- Extensive and effective use of StaffLink and CA Tools, specific to Adjustments and Rotations and Operational Support Teams
- High volume processing of manual roster adjustments, digitally received and file loaded roster adjustments; priority payments and employee related transactions required with a "same day" turn around
- Extensive use of Microsoft Word, Excel, Outlook (Microsoft Office)
- Proven analytical skills regarding Mailtron and file loaded adjustments, NSW Health
- Retropayments, Employee Overpayments and Shift Penalty reporting
- Effective understanding of employee Roster Patterns, Entitlement Accrual, Absences; applying to rostering systems such as ProAct, Romulus and Kronos - referencing between 60 health awards at times
- Ticketing and employee assignments, fortnightly pay cycles and Local Health District requirements
- Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
- Answered many phone calls daily and pleasantly welcomed any visitors to office when appropriate
- Offered diverse clerical support to office team members, including managing correspondence, answering telephone calls and tracking documentation
- Maintained business records by updating customer information
- Organised files, developed spreadsheets, faxed reports and scanned documents
- Comprehension and application of the HealthShare NSW CORE values of Collaboration,
- Openness, Respect and Empowerment
- Monitored multiple databases and email boxes daily
- Proactively identified and solved complex problems regarding employee transactions
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions
- Maintained personnel records and updated internal databases to support document management.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
Financial Officer
Eyre & Smith Rebuild Welding & Tracks Pty. Ltd.
01.2001 - 01.2015
- Highly Superior use of MYOB business accounting software.
- Accounts Reconciliation, Reporting, Data Entry, Purchasing and Billing.
- Payroll, Taxation: End of Financial Year, Payroll Year, Preparing Magnetic Files & Documents for ATO Submission.
- Extensive use of Microsoft Word, Excel, Outlook & PowerPoint.
- Developing Company Reports, Memo's, Staff Notices and Letters-of-Demand.
- Use of both NES (National Employment Standard) and Metal and Manufacturing Award.
- Staff Entitlements and Rights, Dispute Resolution, Award Compliance.
- NAB Connect Internet Business Banking; Account Reconciliation, Payroll, Purchasing/ Billing, Direct Credits, Domestic and International Payments.
- Interpersonal Skills and Resolution between Management and Staff.
- Received and screened a high volume of internal and external communications, including email and mail.
- Managed receptionist area, including greeting visitors and responding to telephone and in-person requests for information Administered physical and digital filing systems, keeping records well-organised and easily retrievable by team members.
- Produced professional and error-free letters, presentations and spreadsheets needed by senior office professionals.
- Filed and retrieved records to support business needs and boost team productivity.
- Organised files, developed spreadsheets, faxed and emailed reports and scanned documents.
- Maintained business records by updating customer information. and implemented effective accounting systems, best practices and policies.
- Researched and facilitated software integration to streamline accounting and financial processes.
- Developed and transformed finance and operations team from transactional to analytical to provide enhanced business support.
- Identified and investigated variances to optimise financial plans and forecasts.
Education
12 Higher School Certificate -
Hunter Valley Grammar School
Ashtonfield, NSWBachelor of Communication - Journalism / Media Production
University of Newcastle
Callaghan, NSW2022
Skills
- Vaccinated with 3rd COVID-19 dose received
- NDIS Worker Clearance, WWCC, Police Check, Immunisation Card First Aid, CPR & Basic Emergency Life Support Certificate
- Recently facilitated ACON Trans Vitality Work Shops in Newcastle NSW for 20 participants
- Selected for, and successfully completed 'Equality Australia's TransLeading Program' funded by NSW Government
- Professional and mature with strong interpersonal and problem-solving skills, and a calm and friendly attitude
- Always approachable and attentive – with customer service, receptionist and first-point-of contact experience
- Extensive use and experience with Microsoft Office Suite, including Word, Excel, Outlook, OneNote and PowerPoint
- Extensive use of CRM at the NDIA, prior to PACE roll-out, and experience with PACE now also
- Extensive use and experience of Procura Client and Staff management Software which includes Rostering, Reporting, High Volume Data and Dated Notes Entry – all available and accountable to government and My Aged Care Guidelines and Legislation
- Detailed use and experience with CRM Business Software in multiple different roles ranging from Local Government to the private sector
- Extensive use and experience of Oracle StaffLink, CA Tools (Ticketing), NSW Health Networks and databases; including workers compensation
- This includes ample experience of Horizon for local Government payroll and finance duties
- Professional document creation and editing, business and report writing, proofreading, and detailed meeting minutes with a strong understanding of language and grammar
- Extensive use and experience of MYOB Business Software which includes Accounts
- Reconciliation, Accounts Payable / Receivable, Reporting, High Volume Data Entry, Invoicing / Purchasing and Payroll
REFERENCES
Richard Lara
APS6 Team Leader, National Disability Insurance Agency
richard.lara@ndis.gov.au
0499 276 716
Azeem Muhammad
APS6 Team Leader, National Disability Insurance Agency
azeem.muhammad@ndis.gov.au
0433 368 383
Karen Gillies
Case Manager and Registered Nurse, Home Care Assistance Newcastle
0455 876 329
Cecilia Guest
Case Manager and Team Leader, Australian Unity Home Care Services
0414 869 517
Timeline
APS Level 4 Planner
National Disability Insurance Agency
03.2024 - Current
Personal Assistant
Live Your Best Life Disability Support
10.2023 - 01.2024
APS Level 3 Access Officer
National Disability Insurance Agency
01.2023 - Current
Administration Assistant
Live Life Alarms
07.2022 - 12.2022
Administration Assistant
Home Care Assistance Newcastle
08.2021 - 07.2022
Administrative Assistant
Australian Unity Home Care Services
11.2020 - 08.2021
Administrative Assistant
Odyssey Builders - KKCS
09.2020 - 10.2020
Payroll Administrative Assistant
Maitland City Council
11.2019 - 04.2020
Health & Safety Administration Assistant
Bulga Coal Open Cut Mine
08.2019 - 08.2019
Senior Administration Assistant
Ambulance Service NSW
07.2019 - 07.2019
Administration Officer
HealthShare - NSW Health
04.2016 - 05.2019
Financial Officer
Eyre & Smith Rebuild Welding & Tracks Pty. Ltd.
01.2001 - 01.2015
12 Higher School Certificate -
Hunter Valley Grammar School
Bachelor of Communication - Journalism / Media Production
University of Newcastle
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