Belinda Moreland

• Established a culture of continuous improvement by fostering open communication channels and empowering team members to voice their ideas.
• Formed strategic partnerships and connected across government to drive veteran outcomes.
• Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
• Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
• Facilitated cross-government collaboration for improved customer experience.
• Development of innovative solutions to solve complex problems, resulting in streamlined operations.
• Leveraged data analytics insights for informed decision-making.

As an EL1 and acting Director in the Aged Care Transformation Branch, I was responsible for supporting the transformation in Residential Aged Care. This included identifying re-use opportunities, managing governance arrangements with key stakeholders, and providing support to the executive.

Key Achievements:

• Collaborated with key stakeholders, including Infosys and Aged Care Programs Branch, to develop a proposed solution for an Aged Care Policy Hub.
• Supported development of a Concept of Operations to establish common understanding of the aged care system, future reform considerations, and system integration points for Services Australia.
• Led, engaged, and facilitated production of key project documentation for the Residential Aged Care Funding Reform and Improved Payment Arrangements initiatives, including high Level business requirements and risk assessments.
• Led Positive Culture Working Group with the Branch to improve engagement and morale among APS and consultants working within Aged Care Transformation.
• Developed costings and related documentation for Aged Care proposals with impacts on Services Australia.
• Provided ongoing executive support for Aged Care Transformation.

As an EL1 and acting Director in the Aged Care Transformation Branch, I was responsible for supporting the transformation in Residential Aged Care. This included identifying re-use opportunities, managing governance arrangements with key stakeholders, and providing support to the executive.

Key Achievements:

• Collaborated with key stakeholders, including Infosys and the Aged Care Programs Branch, to develop a proposed solution for an Aged Care Policy Hub.
• Supported the development of a Concept of Operations to establish a common understanding of the aged care system, future reform considerations, and system integration points for Services Australia.
• Led, engaged, and facilitated the production of key project documentation for the Residential Aged Care Funding Reform and Improved Payment Arrangements initiatives, including high Level business requirements and risk assessments.
• Led a Positive Culture Working Group with the Branch to improve engagement and morale among APS and consultants working within Aged Care Transformation.
• Developed costings and related documentation for Aged Care proposals with impacts on Services Australia.
• Provided ongoing executive support for Aged Care Transformation.

As an EL1 in the Operating Model Concept team, I provided project management support to the executive, governance forums and pilot teams. Working in an agile manner, the proof-of-concept tested new ways of working across the agency with an emphasis on customer experience, increased self-service through digital channels, use of human-centred design principles and evidence-based decision making.

Achievements included:

Within the short time I was in the Operating Model Concept team I was able to develop the following key project documentation with endorsement by Executive:
• Project Management Plan
• Risk Management Plan
• RASCI Matrix

As an EL1 and acting EL2 in WPIT, I led work to identify the legislative and policy simplification opportunities within the income support legislative framework.

Achievements include:

• Enhancing the customer experience for working age payments recipients.
• Leading business case development and assist with joint policy development including briefings and costings.
• Establishing and maintaining relationships with stakeholders across the agency and cross government to inform simplification opportunities.
• Leading coordination and development of relevant governance briefings, presentations and attachments for simplification work.
• Development of Executive reporting documentation for simplification work and updates.
• Development of policy agility proposal for policy partner agency.

• Responsible for program management of job seekers, parents, and students.
• Managed and supervised administrative and daily program operations, complying with policies and regulations.
• Established strong relationships with key stakeholders and policy partner, ensuring support for program initiatives.
• Managed teams for successful project completion within deadlines and budgets.
• Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
• Identified program obstacles and communicated possible impacts to team.
• Utilised data-driven decision-making approaches to inform strategy development and optimize outcomes.

• Preparation of ministerial correspondence, Ombudsman requests, policy decisions, Question Time Briefs, Compensation for Detriment Caused by Defective Administration assessments, Senate Estimate briefs, executive briefs, costings and governance documentation in relation to working age payments.
• Facilitated communication and relationship development between different stakeholders.
• Researched existing policies and procedures to gain firm understanding of current conditions.
• Drafted and presented reports outlining policy actions.
• Recommended updates to current legislation, regulations and policies.
• Managed implementation of policy and program initiatives.
• Drafted high-quality policy documents, resulting in increased clarity and understanding for decision makers.
• Mentored junior staff in the development of their policy analysis skills, fostering a culture of continuous learning and professional growth within the organization.
• Provided expert guidance on legislation by developing talking points, briefing materials, and testimony for public hearings.

• Supported Youth Allowance and Austudy Payment implementation.
• Provided detailed reports on program outcomes demonstrating the impact of implemented policies.
• Provided expert advice and information to decision makers.
• Liaised with government agencies and external partners to align policies with broader initiatives.
• Monitored and evaluated policy effectiveness, recommending necessary adjustments for optimal results.
• Streamlined internal processes for improved efficiency in policy development and execution.

• Commenced with Department of Social Security in 1992 and held a range of positions in Customer Service, Job seekers, Jobs Education and Training, Home Child Care Allowance, multiple clean up taskforces.
• Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.