Charlotte Garrard
Thornlands
Summary
Correctional Officer offers 5 year history in corrections with superior record of defusing high-pressure situations. Monitors and manages inmate behaviour with focus maintaining order and proactively addressing potential conflicts. Develops strong rapport with prisoners and colleagues. Known for reliability, time management and organisational skills.
Overview
17
17
years of professional experience
Work History
Custodial Correctional Officer
Queensland Corrective Services
02.2020 - Current
- Ability to interpret and follow the Corrective Services Act 2006.
- Reduced incidents of violence through effective conflict resolution strategies among inmates.
- Supported fellow officers during high-stress scenarios, maintaining composure under pressure and making decisive decisions quickly as needed.
- Maintained a secure environment for staff and inmates by enforcing facility rules and regulations consistently.
- Participated in ongoing professional development opportunities, staying current on industry trends and evolving best practices within the realm of custodial corrections work.
- Enhanced inmate safety by conducting thorough cell searches and confiscating contraband materials.
- Collaborated effectively with multidisciplinary teams to address inmate needs, including medical professionals, counsellors, and educators.
- Developed rapport with diverse inmate demographics while maintaining professional boundaries, fostering a sense of trust and mutual respect among all parties involved in daily operations.
- Provided mentoring and guidance to newer officers as needed, helping them acclimate to their new roles and responsibilities effectively.
- Consistently monitored inmate behaviour, intervening when necessary to deescalate volatile situations or potential conflicts.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Conducted routine and emergency head counts.
- Interviewed inmates to obtain information and assess needs.
- Prepared reports to document incidents and violations.
- Documented inmate behaviour and activities in logbooks and case management systems
Patient Administration Services
Queensland Health
04.2018 - 02.2020
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Collaborated closely with clinical staff to ensure seamless integration of administrative tasks into daily operations without disrupting essential caregiving activities.
- Admitting, registering and checking in patients for appointments and surgery – I.D. matching and confirming details are correct.
- Making pre-admission and post-surgery clinical appointments.
- Management of patient bookings and waitlists ensuring bookings are made within category time frames as indicated on referral forms.
- Answering/making phone calls, actioning any general enquiries and providing appointment reminders.
- Administration duties required to check out/discharge patients from appointments or procedures. Filing charts/paperwork and advising appropriate stakeholders of outcomes.
Client Service Consultant
Redland City Council
05.2013 - 04.2018
- Provide a high level of customer service and administration support to seniors over the age of 60 or of any age with a functional disability live safety and independently in their home.
- Deliver information and financial assistance with home maintenance and minor modification services. Demonstrate interpersonal and communication skills through liaising with internal and external agencies such as Clients, My Aged Care, Contractors, Occupational Therapists, Hospitals and other health services.
- Deal with a culturally diverse population taking responsibility the judgement, confidentiality and sensitivity including eligibility assessment, collection of sensitive personal data, subsidy calculation, work order allocation and reconciliation and management of complaints.
- Receive, collate and process invoices for payment of services and raise purchase requisitions for contractor, inventory and operational resources.
Customer Service Representative
Fisher & Paykel Appliances
12.2007 - 05.2013
- Managing and dispatching of hundreds of jobs and call outs for technicians nationally and internationally for both Australia and New Zealand.
- Creation and review of new and existing policies and procedures for the call centre.
- Worked as part of a team to maintain a high level of customer service through handling calls. Requiring troubleshooting skills, the ability to handle general enquires and service repair bookings.
- Resolving customer complaints and disputes that arose and required consistent follow up to maintain relationships which customers to reach satisfactory outcomes.
Education
Certificate III in Corrective Practices -
Queensland Corrective Services
Wacol, QLD12.2020
Bachelor of Criminology And Criminal Justice -
Griffith University
Brisbane, QLD07.2019
Diploma of Justice Administration -
Metropolitan South Institute of TAFE
Mount Gravatt, QLD12.2012
Skills
- Inmate Supervision
- Patience and Tolerance
- Security Procedures
- Tactical Response Techniques
- De-Escalation Techniques
- Effective communication - written and verbal
- Team building
- Administration tasks and case noting
- Mental health awareness
- Multitasking
- Organisational Skills
- Task Prioritization
Information Technology
- Queensland Corrective Services - Integrated Offender Management System (IOMS), Prisoner Trust Account Services (PTAS), Reporting Services, Academy Online (Professional Development),
- Queensland Health Hospital Systems – Hospital-Based Corporate Information System (HBCIS), ProVation and Toolbox, Integrated Electronic Medical Record (IeMR) including: Enterprise Scheduling Management (ESM) and PowerChart, E-Blue slips
- Various software databases – Time Recording, Aged and Community Care System (TRACCS), Finance One, Objective, My Aged Care Portal, Red-E-Map, ClickSchedule, JDE (JD Edwards), CRS (Customer Response System).
- Microsoft Packages – Outlook, Word, Excel, PowerPoint, Access, Visio.
Referee
Stacey Blume
Correctional Supervisor
Ph: 3271 9031
Email: Stacey.Blume@corrections.qld.gov.au
Jess Gamble
Correctional Supervisor
Ph: 3271 9031
Email: Jessica.Gamble@corrections.qld.gov.au
Timeline
Custodial Correctional Officer
Queensland Corrective Services
02.2020 - Current
Patient Administration Services
Queensland Health
04.2018 - 02.2020
Client Service Consultant
Redland City Council
05.2013 - 04.2018
Customer Service Representative
Fisher & Paykel Appliances
12.2007 - 05.2013
Certificate III in Corrective Practices -
Queensland Corrective Services
Bachelor of Criminology And Criminal Justice -
Griffith University
Diploma of Justice Administration -
Metropolitan South Institute of TAFE
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