IAN BAK

• Team Leadership & Supervision: Lead, supervise and provide administrative support to a team of 7 staff members, ensuring high standards of service delivery while fostering a positive, supportive culture.
• Rostering & Staff Allocation: Oversee the rostering and scheduling of staff, ensuring the appropriate allocation of resources based on individual strengths, skills, and workload demands.
• Staff Development & Portfolio Management: Assign portfolios to team members according to their strengths and experience. Actively support the development of team members through targeted training, skill-building opportunities, and continuous professional growth, ensuring each staff member is equipped to handle their responsibilities effectively.
• Team Culture & Motivation: Cultivate a positive, collaborative, and high-performance team culture by encouraging teamwork, communication, and mutual respect. Create a work environment that supports staff motivation and professional growth while maintaining a client-focused approach to service delivery.
• Feedback & Performance Management: Implement regular feedback mechanisms, both internally from managers and externally from clients, to monitor team performance and ensure continuous improvement. Provide consistent, constructive feedback to team members and create actionable development plans to enhance team capabilities.
• Service Delivery: Ensure the efficient and effective delivery of client-focused administrative services in a high-pressure environment. Address challenges with a flexible, solution-oriented approach to maintain service standards and meet client expectations.
• Stakeholder Collaboration: Foster strong relationships with internal and external stakeholders, including other departments and community partners, to improve service delivery. Ensure clear, timely communication to align efforts and objectives.
• Operational Management & Reporting: Plan, manage, monitor, and report on the administrative and site management functions of the South West Sydney Out of Home Care Permanency Hub. Ensure that team performance meets compliance standards and organisational KPIs while driving continuous improvements.
• Problem Solving: Lead the team through operational challenges, ensuring quick resolutions while maintaining client satisfaction and team morale. Respond to unexpected issues with a calm, solutions-focused approach.
• Implementing Managerial Decisions: Take responsibility for effectively implementing decisions and feedback provided by senior management. Ensure that changes to processes, team structures, or workflows are communicated and carried out smoothly within the team.
• Process Improvement: Continuously evaluate and refine existing workflows and processes to improve operational efficiency, client service, and team productivity. Implement improvements to ensure the team adapts to changes and maximises service delivery.
• Financial Oversight: Oversee financial processes, including verifying credit card transactions, ensuring they align with departmental policies. Review and progress internal financial requests for non-child related expenses, ensuring compliance with budgetary constraints and organisational financial procedures.

Key Responsibilities:

Team Leadership & Supervision: Lead and supervise a team of 7 staff members providing administrative support to both internal staff and Community Services clients. Ensure high standards of service delivery while fostering a positive and client-focused culture.
Rostering & Staff Allocation: Oversee the rostering and scheduling of staff, ensuring the appropriate allocation of resources based on individual strengths, skills, and workload demands. Adjust staffing levels as necessary to meet operational needs and maintain service continuity.
Staff Development & Portfolio Management: Assign portfolios to team members according to their strengths and experience. Actively support the development of team members through targeted training, skill-building opportunities, and continuous professional growth, ensuring each staff member is equipped to handle their responsibilities effectively.
Team Culture & Motivation: Cultivate a positive, collaborative, and high-performance team culture by encouraging teamwork, communication, and mutual respect. Create a work environment that supports staff motivation and professional growth while maintaining a client-focused approach to service delivery.
Feedback & Performance Management: Implement regular feedback mechanisms, both internally from managers and externally from clients, to monitor team performance and ensure continuous improvement. Provide consistent, constructive feedback to team members and create actionable development plans to enhance team capabilities.
Service Delivery: Ensure the efficient and effective delivery of client-focused administrative services in a high-pressure environment. Address challenges with a flexible, solution-oriented approach to maintain service standards and meet client expectations.
Stakeholder Collaboration: Foster strong relationships with internal and external stakeholders, including other departments and community partners, to improve service delivery and client outcomes. Ensure clear, timely communication to align efforts and objectives.
Operational Management & Reporting: Plan, manage, monitor, and report on the administrative and site management functions of the Community Service Centres (CSC). Ensure that team performance meets compliance standards and organizational KPIs while driving continuous improvements.
Crisis Management & Problem Solving: Lead the team through operational challenges or crises, ensuring quick resolutions while maintaining client satisfaction and team morale. Respond to unexpected issues with a calm, solutions-focused approach.
Implementing Managerial Decisions: Take responsibility for effectively implementing decisions and feedback provided by senior management. Ensure that changes to processes, team structures, or workflows are communicated and carried out smoothly within the team.
Process Improvement: Continuously evaluate and refine existing workflows and processes to improve operational efficiency, client service, and team productivity. Implement improvements to ensure the team adapts to changes and maximizes service delivery.
Financial Oversight: Oversee financial processes, including verifying credit card transactions, ensuring they align with departmental policies. Review and approve internal financial requests, ensuring compliance with budgetary constraints and organizational financial procedures.This version now integrates all your original responsibilities, including the key areas of rostering, staff development, team culture, feedback, financial oversight, and more. It should now provide a comprehensive and well-rounded description of your role. Let me know if you need any further adjustments!

You said:
OK now for my previous role which was casework support worker, which was a more administrative based role. I processed many financials, and there was a high work load. I had to ensure accuracy, and that the correct delegations and approvals were there to be used. I also assisted with some case work and worked along side after care services to tailor and review afdter care plans, and submit requests for supplementary financial plans. I had toi make sure that funds were not utilised in the care leavers financial plans. I also ran meetings with after care services to streamline service delivery. I also liaised with services such as parole officers etc to assist with care leavers circumstances, and even communicated with the care leavers themselves to provide support to care leavers aged 18-25. I also created and maintained a spreadsheet tracker (which I implemented) to keep track of financials and the status. Data accuracy was impoirtant with invoices etc, making sure the right money was being spent.

ChatGPT said:
Here’s how you can describe your Casework Support Worker role in a way that highlights your administrative duties, financial responsibilities, and work with aftercare services, including the key tasks and skills you developed:Casework Support Worker
Department of Communities & Justice
Full-timeKey Responsibilities:

Financial Processing & Oversight: Managed a high-volume caseload involving the processing of financials for care leavers, ensuring accuracy and compliance with policies. Verifying financial transactions, invoices, and financial requests to ensure funds were properly allocated and that the correct approvals and delegations were in place before any expenditure.
Accuracy & Compliance: Ensured financial records and transactions were accurate and met required standards for reporting, with a strong focus on compliance. Carefully reviewed supplementary financial plans and ensured funds were not misused or incorrectly allocated in care leaver financial plans.
Casework Support & Aftercare Services: Assisted with casework duties by working closely with aftercare services to tailor and review individual care plans for care leavers. Coordinated the submission of supplementary financial plans, collaborating with stakeholders to ensure that all necessary resources and support were provided for care leavers aged 18-25.
Stakeholder Liaison & Service Coordination: Worked alongside external services such as parole officers and other agencies to provide holistic support for care leavers. Managed communications between multiple services to ensure the care leaver’s needs were met in a coordinated and efficient manner.
Client Interaction & Support: Communicated directly with care leavers to offer support and guidance, ensuring they were aware of their financial plans and any updates. Assisted in navigating challenges and provided emotional and practical support to help them transition successfully.
Streamlining Service Delivery: Ran meetings with aftercare services to assess and improve service delivery, identifying opportunities to streamline processes and reduce delays in the care plans. Worked collaboratively to ensure the smooth delivery of services and financial assistance.
Financial Tracker Implementation & Maintenance: Created and maintained a detailed financial tracker (spreadsheet) to monitor and track the status of financials for care leavers, improving the tracking of financial requests and invoices. The tracker allowed for real-time updates and accurate reporting, streamlining financial oversight and ensuring data integrity.
Data Management & Reporting: Regularly reviewed and updated financial records, invoices, and case documentation to ensure all data was accurate and compliant with internal policies. Maintained an organized record system, ensuring that all financial information could be easily accessed for auditing purposes.Key Achievements:

Process Improvement: Implemented and maintained a financial tracker that significantly improved data accuracy and the visibility of financial requests, reducing errors and streamlining workflow for both financial processing and case management.
High-Pressure Accuracy: Effectively managed a large volume of financial data under tight deadlines, consistently maintaining accuracy and ensuring that financial plans adhered to organizational guidelines and regulations.
Cross-Agency Collaboration: Fostered strong relationships with external stakeholders, including parole officers, aftercare services, and care leavers, ensuring a comprehensive support system for individuals transitioning out of care.

• HCEA Accruals – Processing and facilitating high-cost placement invoices such as STEP (Short Term Emergency Placement), IPA (Individual Placement Arrangement), and ACA (Alternative Care Arrangement), ensuring required approvals are in place through briefing notes via mini app
• Proficiently utilized the Child Story application to generate financials, effectively navigating its functionalities to oversee the entire financial process
• This includes managing received invoices to submission for payment processing by the accounts department
• Skillfully inputting data into diverse spreadsheets and trackers to monitor task progress, fostering seamless operational flow
• Collaborating closely with business and accounts departments to facilitate efficient task execution and ensure smooth workflow
• Processing general service provider invoices received for young people in ISS, ensuring approval is outlined in the young person’s financial plan, and following up on additional approvals and submissions as required
• Adjusting to changing circumstances in approvals and situations, ensuring accuracy is maintained when handing finances and sensitive information
• Completing official Documents for young people as required such as Birth Certificates, Medicare, and VOC (Victims of Crime) File requests, and communicating with relevant bodies & solicitors
• Managing government issued credit card with allocated funds of $15,000 per month
• Verifying transactions via the ExpenseMePro application and ensuring that required supportive documentation for the transactions are provided upon verification such as tax invoices, Credit Card authorization forms and other documentation reviewed on a case by case basis
• Mailbox Management including allocation of emails/requests to the appropriate folders and actioning items as required using a systematic approach to improve efficiency Ensuring accuracy and currency of team Flex sheets while providing proactive support and assistance to team members as needed
• Scheduling of travel via FCM Travel Solutions and processing financials of trips
• Conducting thorough verification of contact worker claims by cross-referencing evidence for accuracy and validity
• Collecting and organizing contact reports and supervision evidence, and diligently following up with contact workers and case managers as necessary
• Teenage Education Payment – Running reports on a bi-weekly basis to identify eligible participants, sending applications and managing completed forms on return, tracking and monitoring status of payments through a spreadsheet tracker, collecting reports to use as evidence for payment, creating special payment requests to process TEP payments
• Meeting minutes for ISS young people ensuring key details are accurately noted and the responsible handing of sensitive and confidential information
• Processing of reimbursements as required to staff and carers
• Community & Family District Unit (CFDU) Servicing NGO’s (Non-Government Organizations) via the below; Processing and facilitating CMT (Case Management Transfer Team) Financials such as subpoenas and legal fees, tracking progress and providing updates to the team as required
• Approval tracking – Progressing Leaving Care Letters & Financial plans, and responding to requests from other DCJ sections such as Allocations and Permanency hubs
• Allocating emails and requests sent to the Site coordinator & SWS CFDU mailboxes identifying and understanding requests before actioning, ensuring that the correct processes are followed and that items are not left un-attended
• Fleet Management including the arrangement of car wash for 5 vehicles
• Duties such as creating bookings, updating request details, checking in and out of vehicles, EOM data entry through the Fleet Intelligence program
• Physical vehicle inspections and claims
• Taking switch calls and quickly identifying how to handle or direct calls
• Official documents requests granting FSP’s (Funded Service Providers) authority to lodge applications for Medicare, Immunizations, Birth Certificates, passports, ACCS Letters, Citizenship letters of support and Travel consents
• Business admin duties such as allocating and de-commissioning of swipe cards and lockers
• General Core Responsibilities (DCJ) Adhering to safety procedures, conducting inspections, hazard, and incident reporting as required, and maintaining accurate safety records to ensure regulatory compliance and promote a safe work culture
• Responsible for ensuring compliance with privacy regulations and company policies, including safeguarding confidential information and data
• Ensuring efficient workflow and compliance with organizational guidelines including the understanding of approvals and delegations
• Strong cultural awareness in diverse cultures and backgrounds, fostering inclusivity and respect in all interactions
• Ensure strict adherence to established procedures and protocols to maintain operational integrity and compliance standards
• Consistently followed documented guidelines and instructions to execute tasks accurately and efficiently
• Proactively identified and reported any deviations from procedures to uphold expected standards
• Participate in open communication and idea-sharing to foster a cohesive working environment
• Consistently deliver exceptional service to both internal stakeholders and external nongovernment organizations
• Conflict resolution including diffusing tense situations with a focus on empathy and understanding
• Utilizing active listening techniques and emotional intelligence to address sensitive issues and foster positive outcomes
• Demonstrated a calm and diplomatic approach to conflict resolution over child sensitive situations

• Create and implement strategies to identify, engage, and maintain relationships with employers to increase job placement opportunities for jobseekers
• Perform assessments on employers position requirements, including desired skill sets, qualifications, and attributes to determine and meet business recruitment needs
• Screening jobseekers to understand their strengths, experiences and career goals to match them with suitable employment opportunities, aligned with business requirements, and any barriers to be taken into consideration
• Collaborate with employers to establish mutually beneficial partnerships, including attending networking events, meetings, and industry forums to promote MatchWorks services
• Offer guidance and support to employers regarding recruitment strategies, labour market trends, workforce development, and incentives to encourage their participation with employment services
• Organise hiring campaigns and other events to connect jobseekers with potential employers, to assist with larger scale recruitment
• Document engagements accordingly using internal government systems as per industry reporting requirements
• Routine administration duties including facilitating case management processes for jobseekers and using the required documentation methods, jobseeker support payment management, and responding promptly to ad-hoc administrative requests, demonstrating flexibility and a problem solving attitude
• Providing support to other business locations as required, demonstrating a willingness to contribute to broader team goals
• Working diligently, and adhere to standards and guidelines in regard to policy, compliance, quality assurance, documentation and reporting, ethics and integrity, audit and inspection support, training and education, risk management, process improvement and collaboration

• Monitoring day to day operations, ensuring sustainability requirements of the business were being met, promoting innovation to improve current processes
• Creating and implementing standard operating procedures and modifying to meet relevant requirements
• Stock and inventory management including stock take and arranging both packaged and bulk stock to ensure product segregation & turnover
• First in first out (FIFO)
• Dispatching goods while meeting customer order deadlines achieving a high DIFOT (delivered in full on time), and allowing for flow of operations
• Using lab results of product to determine what ingredients to use, and organizing the blending of those ingredients (meal product) to meet customer specification
• Performing Good Manufacturing Practices (GMP) audits on site and documenting results including building inspection, initiating maintenance and repair actions as required
• Documenting safety, environmental and quality issues through an internal communication system (Feedtrack)
• Problem solving including customer complaints and completing noncompliance reports to identify and correct issues
• Managing change, scheduling, production, staff, policies and procedures, training, legislation etc
• Liaising with commercial, H&S and quality departments in a large organization and dealing directly with customers and haulage companies to ensure smooth flow of operation
• Hiring and performance management of employees for section specific roles, facilitating onboarding and recruitment process

• Sales of various products to a broad audience, mainly items that were sold on TV commercials
• Delivering a strong customer service including before, during and after sale and including complaints resolution
• Stock management focusing on inventory count and stock rotation to meet the demand of current market (ensuring older products were being turned over before new ones were required)
• This required a strong overview of the current customer supply and demand
• Handling of money, receipt, logging transactions and using eftpos system
• Cash handling requiring quick, accurate mathematical skill and attention to detail
• Monitoring area for security of shop
• Flying interstate to attend different shows and events, and providing service and support to customers from different backgrounds, showing respect applying knowledge of crosscultural communication
• Demonstrating products to large gatherings of customers

• Administration duties such as answering a large volume of calls, and managing customer enquiries
• Case management of over 400 clients between sites in the Stream 1 category whilst also fulfilling administrative obligations
• Creating resumes for jobseekers tailoring their experiences to job requirements, and assisting in the submission of resumes for vacant positions
• Reverse marketing to prospective employers who could make an availability for jobseeker to be sent to work
• Training jobseekers on interview, resume and other techniques valuable for their job searching
• Filing and archiving both manually and electronically
• Maintaining high amount of confidentiality of personal information, ensuring integrity in this area to secure both information of business and jobseeker