Catherine Carbone
Melbourne,VIC
Summary
To increase and expand my knowledge, experience and skills that supports my personal and professional development whilst contributing to the success of the organisation
Overview
18
18
years of professional experience
Work History
Senior Assessor
Fair Jobs Code (FJC)
04.2022 - Current
- Company Overview: Department of Skills Industry and Regions (DJSIR)
- Assess and investigate suppliers and businesses to ensure adherence with the standards of the Fair Jobs Code
- Investigate suppliers and businesses who have been subject to adverse rulings and enforceable undertakings by assessing all information, requesting information and making a recommendation to the Director to endorse my decision
- Completing memorandum’s for high-risk suppliers and businesses who have not fulfilled their compliance obligations by reporting any adverse rulings or enforceable undertakings in the last three years
- Undertake due diligence checks for suppliers and businesses for a Pre-Assessment Certificate (PAC) to ensure compliance with industrial, workplace and employment laws
- Investigate and make recommendations based on the contravention or breach of industrial relations law to the Director
- Provide recommendations and strategic policy advice to the Director Fair Jobs Code Unit including advice on the supporting policies, guidelines and processes for Code compliance
- Monitoring and interpretate Victorian and Commonwealth legislation to support and encourage compliance with employment, industrial and workplace health and safety obligations i.e Fair Work Act
- Develop and maintain strong relationships with a range of internal and external stakeholders including Industrial Relations Victoria and the department’s internal Legal branch to support the Code’s ongoing operation
- Maintain accurate and up-to-date employment law information by remaining up to date with alerts, forums and environmental scanning to alert and advise senior management
- Assist senior management in implementation of new processes and being involved in projects to create and implement new processes with accompanying manuals
- Implementation of the assessment process manual for the assessment team in conjunction with accompanying guidelines for WorkSafe requirements
- Implementation of renewal processes for PAC’s and creation of a manual workaround for expired PAC’s whilst the system functionality was built
- Invite feedback on my behaviour and impact as well as using new knowledge about myself to build a broader understanding of my behaviour and the impact it has on others
- Training to new team members and within the branch about application of the Fair Jobs Code
- Identify and implement changes to the Fair Jobs Code public register to ensure easy use for the public with wildcard and search functions
- Involvement in recruitment for advertised positions within the Fair Jobs Code
- Department of Skills Industry and Regions (DJSIR)
Compliance Officer – Complex Harms Taskforce, Compliance & Enforcement (secondment)
Labour Hire Authority (LHA)
01.2022 - 04.2022
- Company Overview: Department of Premier and Cabinet (DPC)
- Review, monitor, investigate, promote, and enforce compliance in relation to the Labour Hire Licensing Act and other relevant laws
- Assess referrals received from the public, employees and other regulators
- Focus on sham and pyramid contracting with a view to educate and assist providers in transitioning away from sham contracting practices, in addition to ensuring compliance with the Labour Hire Licensing Act 2018
- Educate on the difference between employees and independent contractors to employers to promote a change in behaviour in addition to investigating minimum pay, working conditions and entitlements
- Referral to other regulative bodies based on outcome investigations i.e Fair Work Ombudsman
- Identify and investigate Sham, shadow directors and pyramid contracting practices for prescribed industries including development of compliance target campaigns
- Department of Premier and Cabinet (DPC)
Licensing Officer
Labour Hire Authority (LHA)
07.2019 - 12.2021
- Company Overview: Department of Premier and Cabinet (DPC)
- Assess, review and make recommendations to the Commissioner, in addition to conducting legislative searches and workplace law regulation review
- Liaise with the compliance & enforcement branch regarding referred cases, investigation outcomes and compliance monitoring
- Conduct fit and proper persons test for the nominated officer including being found of an indictable offence against a person, an offence of fraud, dishonesty or drug trafficking against the specific criteria as specified in the LHA Act 2018
- Provide advice to external and internal stakeholders regarding licensing or compliance conditions
- Educate the public and licence holders regarding their obligations in relation to workplace laws, Industry standard and compliance activities
- Record efficient file notes in the record management system to ensure all steps, tasks, actions, and correspondence received is recorded and filed in chronological order
- Ensure that timelines were met during the transitional period with compliance monitoring
- Focus on prescribed industries with more in-depth searches and report and store outcomes of that data in reports i.e
- Cleaning, security and horticulture
- Identify, document and undertake further analysis regarding potential systemic issues or situations regarding the protection of vulnerable labour hire workers
- Ensure ongoing compliance with current and all Workplace Laws i.e
- WorkSafe, Occupational Health and Safety, Australian Taxation Office
- Recommending refusals for applicants who do not meet the requirements of the Labour Hire Licensing Act 2018 in writing under the Act enforcement powers
- Identify and investigate businesses who are participating in prohibited conduct
- Initiate and complete the refusal process in CRM with recommendations to the Commissioner
- User testing for new functionalities relating to the update of information from the licence holder’s portal including the removal and adding of relevant person/s
- Report issues to IT as errors occurred during the rollout of this new system functionality
- Train the team on how to complete variation recommendations in CRM and explaining the information required in the variation recommendations to the Commissioner
- Writing the work instructions for new processes and creating standard text for public responses via email and telephone
- Identify process changes to improve current policies or processes to ensure up to date information and user-friendly online process
- Involvement in recruitment and being a panel member for advertised positions within the licensing branch and other business units within the Labour Hire Authority
- Department of Premier and Cabinet (DPC)
Dispute Resolution Officer
Domestic Building Dispute Resolution Victoria (DRBRV)
08.2017 - 07.2019
- Company Overview: Department of Justice and Regulation (DJR)
- Conciliate and mediate disputes regarding a building domestic contract between builders, owners, sub-contractors and architects
- Assess whether the dispute is within jurisdiction and suitable for conciliation under the Domestic Building Contracts Act 1995
- Confirm issues in dispute and ensure obtained authority to sign conciliation agreements
- Ensure a pathway to VCAT if not suitable and issue a Notice of conciliation for further action if not resolved at conciliation
- Prepare both parties before conciliation and explain conciliation expectations and possible outcomes, assist in resolution, research alternative court costs to ADR, quotes for financial settlement and explain submission process
- Write a clear and concise record of agreement signed by both parties to complete works and make payment (where applicable) within timeframes
- Determine whether compliance has been met under the legislation, building standards and tolerances, and the Building Act 1993 in addition to assessing and using building reports as a guide to outcomes
- Assess potential breaches of an agreement and assessing submissions from both parties referring to evidence, legislation, building standards and tolerances and good industry practice
- Referral to the Victorian Building Authority (VBA) for confirmed breaches of the building Industry standards and tolerances and applicable legislation
- Record all conciliation outcomes in the system
- Issue certificates for unresolved conciliations to parties for VCAT lodgement
- Implement the telephone conciliation process for less than five issues in dispute to ensure conciliation timeframes are met
- Liaise with the legal department for complex matters regarding submissions, breaches, DRO’s, trust fund payments and referrals to VCAT
- Assess submissions from both parties to consider next steps for another conciliation or no further action
- Develop good working relationships with building assessors to educate and understand breaches within the building industry
- Department of Justice and Regulation (DJR)
Customer Advocate Officer
Public Transport Victoria (PTV)
08.2016 - 08.2017
- Assess and manage all customer enquiries via email from Public Transport Ombudsman (PTO) PTV Website, call centre referrals and Minister’s office
- Investigate customer issues to determine causes and corrective action or implementation for future consideration
- Investigate and respond to Public Transport Ombudsman (PTO) Investigations and referrals within the specified timeframe set out by the PTO
- Liaise with other business units such as PTV planning, finance, franchise managers for operators, bus infrastructure, ticketing analysts
- Monitor customer queries/feedback and complaints for potential systemic related issues for anything involving public transport including the myki ticketing system
- Manage and educate customers on compensation and TAC claims regarding collisions with PTV vehicles
- Maintain files and accurate record keeping of interactions with any stakeholders
- Investigate and ensure that all accessible public transport modes are compliant with the Disability Standards
- Work together with other business units within PTV to ensure met outcomes such as timetable updates at bus stops, correct passenger information displays (PID) at train station’s, updated website information
- Maintain good working relationship with external stakeholders such as Metro, Yarra Trams to ensure compliance, good industry practice and improvement of public safety and the network
- Liaise with and put forward recommendations to internal stakeholders to improve PTV’s website, app and call centre functions
- Ensure that operators have met compliant standards for public areas, transport vehicles, train stations, tram stops and bus services regarding building standards
- Respond to ministerial correspondence regarding systemic issues and overflow from the Ministers Office
- Discuss and share outcomes with minister team to ensure a consistent approach with systemic issues i.e VLine wheel wear issue
- Liaise with minister team about potential media releases and responses from PTV approved by the Minister of Transport
Customer Relations Review Specialist
Suncorp
06.2016 - 08.2016
- Determine and assess whether a dispute is within jurisdiction in line with the Insurance Act 1973 (Cth) and the Insurance Regulations 2002 (Cth)
- Ensure the Investigations are managed in a timely manner and within timeframes under the General Insurance Code of Practice in addition to complying with ensuring no code breaches
- Liaise with other business units such as Corporate Affairs and the legal group to ensure that the business is protected i.e
- Social media, car warranty voids
- Obtain evidence such as CCTV, witness statements and evidence regarding insurance claims
- Provide feedback to other business units regarding unified approaches to decisions made prematurely
Investigations Officer
Telecommunications Industry Ombudsman (TIO)
04.2009 - 06.2016
- Escalate and resolve level 2 complaints by investigating internet, mobile and landline issues using the alternative dispute resolution principles
- Determine if a complaint is within the TIO’s jurisdiction to investigate
- Provide independence advice to consumers and explain what the TIO may expect in such a case which is in line with TIO Position Statements, the Telecommunications Consumer Protection Code (TCP) and good industry practice
- Ensure that all Investigation notifications are issued to service providers correctly including level 3 escalations, breaches of compliance and systemic issues within timeframes
- Seek guidance from senior investigation officers regarding escalation process and noncompliance with the Telecommunications Act 1997
- Make decisions under the Universal Service Obligation (USO) and TCP Code
- Identify discrepancies in service provider processes and contribute to the implementation of new policies to improve Telecommunications industry practice
- Work with internal and external stakeholders to promote the TIO to the community
- Ensure accurate record keeping so that there is a clear chronology of events with the view of it being read by a third party
- Create business process documentation in the quality team to develop reachable KPI’s and Quality assessments and continually liaise with the quality coach to identify training needs
- Report breaches of non-Compliance to the regulator ACCC and at times ACMA in addition to educating service providers of their obligations
- Offer the right of reviews for investigations with outcomes that are not satisfactory to the consumer or service provider
Acting Investigations Team Manager
Telecommunications Industry Ombudsman (TIO)
06.2015 - 08.2015
- Assist and provide advice to team members with direction for escalation of investigations
- Responsible for communicating team goals and weekly updates from the management meetings
- Report team data weekly to ensure progress for KPI’s and team goals
- Ensure an honest approach and encourage collaboration between team members
- Mentor team members and recognise challenging work and accomplishments of investigation outcomes
- Communicate and update the team with regular morning stand ups regarding trends, process changes, industry updates
Fraud Investigator / Analyst
Telstra Corporation Limited
12.2006 - 09.2008
Education
Micro Credential - Risk Management in Government
RMIT
01.2022
Public Sector Investigations Course -
Box Hill Tafe
01.2022
National Mediator Accreditation System (NMAS) -
01.2018
Certificate in Alternative Dispute Resolution and Investigations -
Box Hill Tafe
01.2016
Advanced Conciliation Skills Enhancement -
Trillium Group
01.2013
Conciliation Skills Enhancement -
Trillium Group
01.2011
Diploma of Travel and Tourism -
Kangan Institute of Tafe
01.1998
Certificate 1 - Information Technology
Kangan Institute of Tafe
01.1996
Skills
- Excellent communication
- Analytical skills
- Negotiation skills
- Investigation skills
- Resilience
- Decision making
- Impartiality
- Unbiased
- Fairness
- Interpretation of industry legislation
- Knowledge of regulations
- Good industry codes of practice
- Flexibility
- Adaptability to change
- Organisational skills
- Time management skills
- Prioritisation
- Meeting deadlines
- Responsibility
- Accountability
- Integrity
- Autonomy
- Working under pressure
- Liaising with stakeholders
- Positive attitude
- Teamwork
- Continuous improvement
- Identifying trends
- Systemic issue identification
- Report writing
- Clear communication
- Decision-making outcomes
- Professionalism
- Efficiency
- Goal orientation
It Proficiencies
- Microsoft Suite – Outlook, Word and Excel, Power point, Sharepoint, CoPilot, Teams
- TRIM Case Management
- Case Record Management system (CRM)
Timeline
Senior Assessor
Fair Jobs Code (FJC)
04.2022 - Current
Compliance Officer – Complex Harms Taskforce, Compliance & Enforcement (secondment)
Labour Hire Authority (LHA)
01.2022 - 04.2022
Licensing Officer
Labour Hire Authority (LHA)
07.2019 - 12.2021
Dispute Resolution Officer
Domestic Building Dispute Resolution Victoria (DRBRV)
08.2017 - 07.2019
Customer Advocate Officer
Public Transport Victoria (PTV)
08.2016 - 08.2017
Customer Relations Review Specialist
Suncorp
06.2016 - 08.2016
Acting Investigations Team Manager
Telecommunications Industry Ombudsman (TIO)
06.2015 - 08.2015
Investigations Officer
Telecommunications Industry Ombudsman (TIO)
04.2009 - 06.2016
Fraud Investigator / Analyst
Telstra Corporation Limited
12.2006 - 09.2008
Micro Credential - Risk Management in Government
RMIT
Public Sector Investigations Course -
Box Hill Tafe
National Mediator Accreditation System (NMAS) -
Certificate in Alternative Dispute Resolution and Investigations -
Box Hill Tafe
Advanced Conciliation Skills Enhancement -
Trillium Group
Conciliation Skills Enhancement -
Trillium Group
Diploma of Travel and Tourism -
Kangan Institute of Tafe
Certificate 1 - Information Technology
Kangan Institute of Tafe