Brooke McManus

As Trip Leader, I provide accessible services tailored to customer and community needs in remote or very remote areas. This is achieved through excellent planning and organisation, effective stakeholder engagement, and the ability to work collaboratively with a vast range of people.

Key duties:

• Manage a team while undertaking remote servicing trips, including setting work direction, monitoring and allocating workload, and maintaining service delivery models.
• Manage adherence, for self and team, to the agency’s Remote Travel Standard Operating Protocols and work health and safety policies
• Create and forward plan remote servicing schedules.
• Connect customers and community groups to the agency’s services, payments and program.
• Identify customers who are experiencing significant vulnerabilities and facilitate their connection with the agency and relevant community services.
• Liaise with stakeholders to resolve complex program and policy issues and improve access to services, payments and programs.
• Report on and feedback issues raised by customers and the community to relevant stakeholders.
• Attend inter-agency meetings and forums to obtain and share information.

As a Remote Service Officer, I took part in crucial service delivery to remote customers. These services are delivered through remote servicing visits, backfilling Remote Service Centres and through administrative preparation.

Key duties:

• Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
• Referred clients to appropriate team members, community agencies and organizations to meet needs.
• Promote client self-sufficiency.
• Developed and maintained relationships with community organizations and agencies.
• Provided expertise and assistance on wide ranges of services, such as Centrelink payments, Income Management and Medicare.

As Program Support Officer for Emergency Management, I provided high-level procedural, administrative and operational support to a range of stakeholders. This supported decisions made to manage preparations, overarching staff safety, business continuity, communications, assets and property management.

• Creation and evolution of readily available resources.
• Assisting in developing of procedural guidelines.
• Collating information for reports, e.g. Daily Hazard Reports, in a timely manner.
• Ensuring I’m across all urgent updates and dispersing information appropriately.
• Being available at short notice.
• Applying learning elements that focus on supports staff and capacity building.

As a transcriptionist and verifier with Epiq Global, I was responsible for the creation and completion of court documents, such as Supreme Court trial transcripts. This role required excellent time management, overseeing staff and a high level of attention to detail.

Key duties:

• Followed specific guidelines and style rules to meet clients' requirements and maintain consistency
• Reviewed and edited transcribed reports and corrected material for spelling, grammar, and clarity
• Verified accuracy of transcribed material prior to finalization
• Reviewed completed reports for proper formatting, grammar, and sentence structure
• Managed team members, ensuring tasks were completed in timely manners and delegating work where necessary
• Upheld confidentiality and handling of sensitive court materials.