Gavin Collins

I oversee the management and operational requirements of a Service Centre, considering daily impacts to service delivery. I I am agile in adapting to changing priorities, adhering to the strategic transformation and modernisation agenda, embracing the principals of the Master plan, appointment based servicing, ways of operating and empowering staff to contribute to a high performance culture.

I have knowledge of delegation requirements, corporate operational functions, FMCS and travel/accommodation coding. I am self-sufficient in my approach to daily operational objectives having worked in smaller sites whilst adhering to procedural processes. I am analytical in my approach to ensuring daily operating rhythm and customer experience are maintained to a high standard.

I have demonstrated skills in community engagement and the liaison with internal and external stakeholders, being the local contact for the Australian Army Community Assistance Programme and Prime Minister and Cabinet, Aboriginal Affairs. This whole of Government response targeted to an Indigenous community in Northern NSW over a period of 5 years involving co-ordination between Australian Army, Prime Minister and Cabinet, Moree Plains Shire Council, Services Australia and various non-government organisations. This work involved implementing processes in line with Closing the Gap strategies for improvement is vocational, health, housing and employment outcomes in this small community. I have been involved in developing a school attendance strategy for a small NSW community with NSW Tafe and Local Aboriginal Lands Council to increase attendance and enrolment, this has seen a marked improvement in attendance and reduction in Abstudy debts.

I display knowledge of Emergency management process' and risk assessments within sites and escalation procedures. I have undertaken risk assessments for specialist staff undertaking rural travel ensuring training and plans are in place for safety of staff on these remote trips. I have undertaken the role of Agent co-ordinator managing contracts and ensuring delivery of training to agent staff, working with NAAPT to ensure timeframes were adhered to. I was responsible for the successful relocation of an Agent in order to enhance the customer experience.