Daniel Rautio

1. Determination and end-to-end claims management of all statutory claims in accordance with relevant state legislation

2. Draft and analyse investigation reports, medico-legal opinion and other relevant information to ensure defensible, evidence-based outcomes.

3. Establish and develop relationships with key stakeholders including employers, allied health professionals, panel solicitors.

5. Develop collaborative rehabilitation and return to work plans and undertake regularly claims review for longer or complex claims.

6. Provide advice and analysis to employers and colleagues in the call centre/simple claims division.

7. Educate and advise employer my portfolio on claims trends and costs to collaboratively reduce premiums and injuries at work.

• Successfully managed an ongoing caseload of workplace and industrial matters (unfair dismissal, WH&S, pay disputes, and general disciplinary matters).
• Interpreted legislation (FW Act) and associated industrial instruments to provide fact-based, defensible advice to members.
• Assisted members with a broad range of enquiries regarding workplace entitlements, conditions, and HR policies.
• Participated in teleconferences with members, employers and representatives from regulatory bodies.
• Completed general account administration e.g. account updates, change of financial details etc.
• Prepared formal documentation in preparation for workplace matters proceeding to a formal dispute.

• Provided HR and industrial relations telephone advice to 11 individual Health and Hospital Board's regarding relevant legislation, awards and enterprise agreements.
• Drafted more complex/formal HR advice and directives for review by senior staff and distribution via the agency email tool.
• Participated in significant project work, including negotiation of the EB10 Nurses and Midwives Enterprise Agreement.
• Actively worked with a broad range of stakeholders (employers, tribunals, and unions) to build relationships across Queensland Health.

• Worked with a set portfolio of APS agencies to assist the making of proposed enterprise agreements.
• Reviewed and applied the APS Bargaining Policy to ensure draft agreements were consistent with government policy, the NES and mandatory legislative provisions.
• Provided advice regarding the Bargaining Policy and worked with line agencies to overcome barriers to agreement-making.
• Provided broader Commonwealth public sector IR advice to relevant Commonwealth agencies.
• Drafted ministerial correspondence, estimates briefs and ad-hoc written material.

• Respond to a high volume of written and telephone enquiries from taxpayers.
• Apply and interpret a range of legislation, rules and regulations regarding taxation and superannuation.
• Investigate outstanding requests during peak-tax periods such as BAS returns, progress of individual tax returns.
• Contribute to learning and process improvement through identifying and suggesting updates within the internal knowledge management system, SMART.

• Complete applications for new electricity accounts, meter reading and account finalisation.
• Resolve customer complaints regarding disconnection and reconnection of premises.
• Work with customers to manage outstanding accounts including the establishment of financial hardship payment plans.
• Lodging electrical faults on behalf of customers and provide updates regarding grid outages during storm season.
• General account administration.

• Responded to member enquiries regarding superannuation accounts, withdrawal requests and fund rules.
• Resolved escalated calls and investigated complex enquiries efficiently and effectively.
• Call quality monitoring and peer review.
• Communicated procedural and legislative changes to contact centre, identifying specific procedures/knowledge gaps for quality improvement.
• Liaised with administration, clients and management to ensure adequate training for contact centre staff.

• Processing of small parcel transaction and foreign/International cheques.
• Completed regular teller duties (cash handling of deposits and withdrawals, cheque processing).
• Provide information regarding the small sales facility via email, phone and in person, and manage registry enquiries via telephone.