Carolyn Hollands

As a Senior Project Officer, I manage the delivery of complex program initiatives for NSW Reconstruction Authority that address current and emerging issues in disaster management to successfully deliver outcomes. I provide expert program advice and information to stakeholders to facilitate the appropriate interpretation and implementation of programs and policy to support Agency and Government initiatives. I lead and participate in guantitative and qualitative research to identify emeging issues and develop evidence based options and solutions to mitigate risk in disaster management program development. I prepare correspondence and briefs that are informative and aligned with agency requirements, to respond to agency requests. I undertake collaborative research relevant to the Authority and disaster management to ensure feasibility of implementation and best practice program development. I build and maintain stakeholder relationships facilitating their engagment in, and contribution to, the identification and development of programs.

Key skills

Ability to prioritise own workload in the context of competing priorities, and work with limited direction.

Ability to research, gather, analyse, problem solve, identify opportunities for continuous improvement and adapt to unexpected challenges.

Analyse and mitigate risks to the authority

Personal leadership with the ability to be resilient, flexible and adaptable, and manage own time against a given workload.

Communicate respectfully and effectively at all levels, and actively engage and maintain relationships with a wide range of stakeholders.

Technical and policy knowledge of Disaster Relief Grant, identifying risk and improvements to guidelines to support agency and government objectives

• Built and established strong partnerships with teams, and stakeholders
• Conduct Quality assurance reviews to assist with identifying risk management and policy and procedure improvement
• Led meetings with internal team members, stakeholders.
• Provided guidance and advice to team members on project management principles, processes and best practices.
• Assessed current processes, identified areas of improvement and developed recommendations accordingly.
• Identified opportunities for process optimization through analysis of existing systems.

Working in Families, Children Targeted Services Division, I am responsible for assuring the effective delivery and integrity of a wide range of program for Family Assistance including Family Tax Benefit, Child Care and assisting the Division in Emergency Management responses relating to Disasters. I assist the Division in developing and implementing strategies to improve the delivery of program through systemic research,innovation and channel management initiatives.

As a Senior Program Officer I provide high-level procedural, administrative, operational support and expertise to a work area to support the delivery of the Agency's program and initiatives. Working in a team to provide support to strategic planning and policy development and contribute to changes in the workplace practices and business improvement strategies. I liaise regularly with internal and external stakeholders and provide advice to ensure the consistent delivery of program services. I play a role in

maintaining relationships with other project teams and stakeholders to provide advice and ensure consistent delivery of project outputs.

I provide expert program and policy advice to relevant stakeholders.

I prepare correspondence, written reports, ministerial correspondence and provide information that align with agency requirements, policy and legislation.

Lead and participate in quantitative and qualitative research to identify emerging issues, develop evidence based options and solutions to mitigate risk to the agency and customers.

Key skills

Ability to prioritise own workload in the context of competing priorities, and work with limited direction.

Ability to research, gather, analyse, problem solve, identify opportunities for continuous improvement and make evidence based decisions.

Personal leadership with the ability to be resilient, flexible and adaptable, and manage own time against a given workload within a virtual environment.

Communicate respectfully and effectively at all levels, and actively engage and maintain relationships with a wide range of stakeholders.

Technical knowledge of specialised area- policy, procedural and legislation advisor.

Lead, direct and manage a team of Debt Management staff including the in redeployment for emergency response. Manage performance, attendance, health and wellbeing; Operationalise messages and work purpose to staff on branch/agency changes, encourage Growth Mindset culture, promote

Masterplan goals; Promote the agencies internal and external review processes form Centrelink decisions; Manage escalated and complex telephony calls; Develop staff capability via coaching, training and work with the leadership group to identify staff learning and develop needs; Monitor and manage work output and quality against established performance standards through quality analysis and reporting; Escalate issues that adversely impacts on policy, performance and/or service, including disaster/emergency situations; Analyse and report on the achievement of business outcomes, key performance indicators and quality assurance to manage overall performance; Drive the promotion of Services Australia self-managed and digital services. Prepare well-written correspondence in response to ministerial customer complaints, Freedom of Information requests or implementation of Administrative Appeals Tribunal requests. Lead and participate in quantitative and qualitative research to identify emerging issues, develop evidence-based options and solutions and mitigate risk

Summary Various Roles in Service Australia - Customer Services, Compliance, Debt Management and Fraud Analyst - As Intelligence Analyst in Customer Compliance Division - I was responsible for analysing data from various sources, liaising with stakeholders to complete an Intelligence Analyst report and referral for Fraud Investigators and DPP regarding potential fraud. HIgh level of policy, process and procedures for agency practice. Lead and participate in quantitative and qualitative research to identify emerging issues, develop evidence based options and solutions and mitigate risk.