Diana Adamson
Summary
I am a reliable, friendly and highly motivated person who has a positive attitude and always conducts myself in a professional manner. I am experienced in many computer programs which includes internal and external Government systems and am able to work under limited direction. I take responsibility for everything I do and like to give my all to each and every task I am presented with, paying particular attention to detail and consideration for diversity. I take pride in any role, work well in a team environment and through a shared knowledge ,effectively lead and build team capacity and development.
Overview
3
3
years of professional experience
1
1
Certification
Work History
APS 4 - Grant Support Team
Department Of Social Services
07.2021 - 05.2022
- Answering telephone and email enquiries about the Hub's systems and processes using standard word responses, task cards and Standard Operating Procedures (SOP).
- Conducting initial investigation on matters and escalating enquiries to Team Leader and other enabling areas for further assistance when the issue cannot be resolved during the first point of contact.
- Draft correspondence and documentation for client agencies.
- Responsible for job cue development to meet KPI's.
A/g APS 5 - Grant Support Team
Department Of Social Services
05.2022 - 03.2023
- Undertake routine grant administration or enabling/technical functions within area of responsibility, providing consistent, timely and quality delivery of end-to-end business services guided by the Community Grants Hub Program Delivery Model, standard operating procedures and service standards.
- Monitors Grant Support inbox and manages priorities.
- Work collaboratively with Community Grants Hub colleagues and stakeholders by actively contributing to support grant administration.
- Monitor and ensure customer standards are met by the team ensuring individuals are accountable for cue development to meet KPI's.
- Assist in the gathering of and analysis of information to support effective decision making in grant administration.
- Support team to maintain continued learning development.
APS 5 - Hub Enquiries and Systems Support
Department Of Social Services
03.2023 - 07.2024
- Streamline support material for increased efficiency and faster resolution times.
- Conduct comprehensive training sessions for Hub Systems.
- Collaborate with other teams and agencies to create and implement detailed documentation to support processes.
- Provided valuable input for the development of new systems or improvements to existing ones.
A/g APS 6 - Hub Enquiries and Systems Support
Department of Social Services
07.2024 - Current
- undertake work that is complex in nature and work under limited direction
- take responsibility for the supervision and development of lower classification levels and build team capacity through coaching, feedback and encouraging career development
- manage and prioritise workloads for self and others while maintaining a high level of accuracy and attention to detail
- make decisions using good judgement, expertise and knowledge within the bounds of regulations and best practice
- experience and capability in stakeholder engagement and liaison, and navigate complex situations with a variety of stakeholders
- interpret relevant program guidelines, legislation and policy
Education
Year 12 Certificate -
Canberra College
2 Launceston St, Phillip ACT11.1997
Skills
- Computer Skills including - Microsoft Service Manager (MSM), Grant Payment System (GPS), Grants Hub Tracker, Journey Manager,Qlik Sense, ARC, Outlook, Excel and Word
- Working in a team environment
- Listening and implementing instructions
- Following procedures
- Attention to detail
- Strong communication skills
- Ability to work with a diverse range of audiences
- Identify issues and proactively negotiate solutions
- Share knowledge and build team capacity and development
Certification
First Aid/CPR Certified
Working With Vulnerable People Card
References
- James Marando (Current Supervisor)
Assistant Director, Hub Enquiries and System Support Section
Mob: 0451 286 149
- Rebecca Flynn (Former Supervisor)
Team Manager, Hub Enquiries and System Support Section
Mob: 0412 596 649
Timeline
A/g APS 6 - Hub Enquiries and Systems Support
Department of Social Services
07.2024 - Current
APS 5 - Hub Enquiries and Systems Support
Department Of Social Services
03.2023 - 07.2024
A/g APS 5 - Grant Support Team
Department Of Social Services
05.2022 - 03.2023
APS 4 - Grant Support Team
Department Of Social Services
07.2021 - 05.2022
Year 12 Certificate -
Canberra College
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