Cathy Homer

• Provide high-level executive, strategic, and operational support to the Assistant Director-General (ADG), ensuring alignment with organisational and whole-of-government priorities.
• Research, draft, and coordinate complex correspondence and strategic documents, including Ministerial and Parliamentary correspondence, annual report data, estimates briefs, questions on notice, and general briefing materials.
• Manage the effective dissemination of correspondence received by the ADG, assessing priority and sensitivity, determining appropriate action, and preparing or coordinating responses.
• Offer strategic advice to QCAT officers regarding Ministerial, Cabinet, Parliamentary, and Executive Council matters, facilitating understanding of government processes and requirements.
• Participate in organisational change processes within QCAT, supporting the implementation of reviews, evaluations, audits, and other relevant inquiries.
• Identify opportunities for business improvement in QCAT’s processes and systems, leading and influencing change across multi-disciplinary business units.
• Build and maintain positive relationships with QCAT senior leadership and officers throughout Courts and Tribunals, providing appropriate advice as required.
• Provide high-level secretariat support for meetings and committees, including agenda preparation, drafting papers and minutes, and following up on action items.
• Support the ADG in understanding and responding to legislative changes by liaising between the Department and QCAT’s legal team, ensuring timely action and compliance.
• Foster an inclusive work environment, promoting health, safety, and wellbeing.

Key Achievements

• Principal drafter of Ministerial responses and briefs for QCAT, improving quality and consistency.
• Reformed the Tribunal’s complaints management process, including training and onboarding.
• Led improvements to the complaints webpage, enhancing client access and clarity.
• Supported organisational change and reform processes with coordinated leadership support.

• Managed a large team of 25 staff members, responsible for application processing and compliance with legislation.
• Worked closely with Tribunal Members to address operational concerns and improve procedures.
• Drafted Ministerial responses and managed division-level correspondence and complaints.
• Implemented new team-based structures to address backlogs.
• Oversaw database requirements gathering and process documentation (CaseWorks).
• Developed training materials and led system training across the registry.

• Led client service team of 18 staff members to enhance customer satisfaction and retention.
• Implemented strategic initiatives to streamline client communication processes.
• Developed comprehensive training programs for new client service representatives.
• Analyzed client feedback to inform service improvements and drive positive outcomes.
• Established the Client Services team and developed operational manuals and standards.
• Managed service delivery and supported legislative compliance for Minor Civil Disputes.
• Oversaw high-quality information services, application administration, and web content.
• Developed policies and procedures to improve administration efficiency.
• Represented QCAT at forums and led stakeholder engagement initiatives.

• Analyzed system requirements and designed solutions to enhance operational efficiency.
• Developed and documented process workflows to streamline departmental procedures.
• Collaborated with stakeholders to gather and define business needs for technology projects.
• Implemented system upgrades, ensuring minimal disruption to ongoing operations.
• Led onboarding of tribunals into QCAT’s case management system (CaseWorks).
• Documented user requirements and coordinated system testing and training.
• Liaised between registry staff and IT to ensure alignment with operational needs.
• Oversaw implementation and issue resolution during system transition.

• Led implementation and upgrade of the CaseWorks system.
• Produced the Tribunal’s Annual Report and public information materials.
• Supervised the Administration Team and supported Tribunal Members.
• Developed detailed statistical reporting and managed website updates.