Summary
Overview
Work History
Education
Skills
Timeline
Generic

Darlene Hadland

Summary

Experienced public service professional with nearly three years of expertise in the National Redress Scheme. Roles include Quality Assurance, Independent Decision Maker Call Support Team, and current position as APS6 Team Leader. Strong written and verbal communication skills with a focus on trauma-informed practices. Proven track record in managing complex workloads, supporting staff well-being, and maintaining a calm, respectful demeanor with survivors. Skilled in collaborative problem-solving, mentoring, and ensuring alignment with legislation, policy, and Scheme integrity. Committed to fostering inclusive, supportive team environments and adept at adapting to changing priorities.

Overview

5
5
years of professional experience

Work History

IDM Support

Redress Service Delivery
01.2025 - Current
  • The role of the IDM support consists of enabling the Independent Decision Makers to be in contact with survivors to address issues within applications and allow for applicants to provide information that will support their claim. While in this role I am responsible for making contact with applicants through inbound and outbound calls exhibiting clear and concise communications while demonstrating trauma informed practices
  • Duties include:
  • Making and receiving applicant calls, requesting information to be provided to support applications
  • Drafting and progressing Request for Information letters
  • Updating data and spreadsheets to reflect completed and pending tasks
  • Transcribing call information to provide back to the Independent Decision Maker
  • Managing inbox by triaging and prioritising emails
  • Track follow ups to ensure resolution
  • Draft and send responses to general or routine enquiries
  • Updating case comments and keywords to reflect completed tasks
  • Updating task cards for revised processes

Quality Assurance Officer

Redress Service Delivery
08.2022 - Current
  • As a Quality Assurance (QA) Officer, I am responsible for ensuring that decisions and reviews made by the Independent Decision Maker (IDM) accurately reflect the policies and legislation of the National Redress Scheme. This role demands meticulous attention to detail, as any discrepancies must be addressed promptly. If after review a determination does not align with the scheme’s legislation and policy, it is my responsibility to draft a clear concise explanation for the deviation and escalate the matter accordingly.
  • Duties include:
  • Ensuring quality control and assurance on redress applications by reviewing the work of the Independent Decision Marker
  • Conducting thorough research and analysis of cases by reviewing applications, institution responses, and case file notes to ensure conclusions are accurate while adhering to policy, legislation and the integrity of the scheme
  • Prioritising critical cases to ensure they are completed promptly
  • Ensuring accurate and comprehensive records are completed, including Quality Assurance completeness templates and escalations
  • Demonstrating confident written and verbal communication skills by presenting emails, decisions, and escalations clearly, concisely, and articulately
  • Interacting and communicating verbally and in writing with stakeholders while maintaining relationships and providing support
  • Demonstrating the ability to assume responsibility by taking ownership of key projects and effectively manage work processes
  • Ability to prioritise workloads and tasks while maintaining a strong attention to detail
  • Demonstrating high emotional intelligence by being trauma informed
  • Progressing cases through the Case Manager system;
  • Attending FBG wellbeing check program
  • Continuous training

Procurement Assessor

Department of Education, Skills, and Employment
09.2021 - 07.2022
  • Responsibilities included reviewing complex responses to market tenders for the Nationwide Procurement Process for special education and skills providers. Analysing responses to project briefings with a view to the consideration of issuing licenses pursuant to the tender while working in a complete secure environment.
  • Duties included:
  • Moderating the work of fellow team members to offer constructive feedback for enhancement, thereby ensuring timely submissions
  • Assessing analysed work and providing detailed feedback to unsuccessful tenders
  • Having the ability to transition to different areas within the department to support time-sensitive processes
  • Guiding new team members through mentoring and providing necessary training and constructive feedback, while supervising their initial work to ensure quality control
  • Leading meetings and offering suggestions to enhance the efficiency of the procurement process
  • Reviewing responses in accordance with the guidance matrix, policy and legislation
  • Drafting briefs to department heads, outlining, and justifying decisions made
  • Performing high duties to support and lead teams in other states by offering guidance on how to streamline processes for increased efficiency

Compliance Officer

Services Australia
02.2021 - 09.2021
  • Tasks involved investigating instances of fraud and overpayments made to stakeholders, ensuring prompt recovery of overpaid funds. Additionally, drafting communications detailing overpayment explanations and recovery procedures.
  • Duties included:
  • Cultivate and sustain relationships with both internal and external stakeholders
  • Conduct thorough investigations of customer details to verify the accuracy of payments issued
  • Engage with stakeholder to collect relevant information and provide updates on overpayments and debt collection procedures
  • Escalate possible fraud for further investigation
  • Compose debt letters, verifying that overpayments have been accurately calculated and align with policy and legislation guidelines

Customer Service Officer, Surge Team

Services Australia
04.2020 - 02.2021
  • Assisted Stakeholders in navigating payment and services during the Covid-19 pandemic and natural disasters. Processed application to ensure accurate payment. Interacted with a diverse cross-section of the community experiencing challenging life events.
  • Duties included:
  • Handling inbound and outbound calls from stakeholders with complex inquiries
  • Assisting customers to access, build, navigate and interpret the agencies online services.
  • Processing claims and gathering information to make informed decisions on possible payments.
  • Updating customer records
  • Analysed customer data to evaluate entitlements with a high degree of accuracy.
  • Provided exceptional customer service support by identifying customer needs and managing customer expectations.
  • Tailored customer service to meet individual needs, ensuring professional, courteous, and positive interaction
  • Following policy, procedures, and legislation by gathering information in the Operational Blueprint

Education

High School Diploma -

Girraween High
Sydney, NSW
12-1984

Skills

    Trauma Informed Communication

    Leadership and Team Support

    Quality Assurance and Compliance

    Task Prioritisation

    Workflow Management

    Stakeholder Engagement

    Inbox Management

    Adaptability and Resilience

    Written and Verbal Communications

    Legislative Alignment

Timeline

IDM Support

Redress Service Delivery
01.2025 - Current

Quality Assurance Officer

Redress Service Delivery
08.2022 - Current

Procurement Assessor

Department of Education, Skills, and Employment
09.2021 - 07.2022

Compliance Officer

Services Australia
02.2021 - 09.2021

Customer Service Officer, Surge Team

Services Australia
04.2020 - 02.2021

High School Diploma -

Girraween High
Darlene Hadland