Jacqueline Gould
Balnagowan,Australia
Summary
Results-driven HR professional with over 15 years of experience in state and federal public service, specialising as an Employee Relations Officer. Proven expertise in conflict resolution, performance management, and regulatory compliance, contributing to a positive workplace culture. Recognized for exceptional communication and problem-solving skills that enhance employee relations. Committed to driving continuous improvement across departments while ensuring adherence to compliance standards.
Overview
24
24
years of professional experience
Work History
Employee Relations Officer / Acting Advisor
Mackay Regional Council
Mackay, QLD
01.2024 - Current
- Led investigations into disciplinary issues, resulting in appropriate actions such as dismissals and written warnings.
- Coordinated performance management processes for staff members.
- Provided advice on employment law and labour regulations to management team members.
- Facilitated conflict resolution sessions between managers and staff members when necessary.
- Conducted investigations into employee grievances, complaints, and disciplinary issues.
- Investigated potential discrimination or harassment claims brought forth by employees.
- Established a system of communication between management and staff members by facilitating meetings and one-on-one discussions.
- Maintained accurate records of employee relations activities, including grievances and discipline cases.
- Enhanced employee welfare by adhering to established procedures for duration of investigations and disciplinary actions.
- Updated and maintained databases with current information.
- Utilised advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Handled employee grievances to foster a supportive and collaborative atmosphere.
- Handled medical management referrals and executed medical terminations.
- Processed parental leave requests, ensuring timely and accurate communication with employees.
- Facilitated the approval process for jury duty letters, ensuring compliance with company policies.
- Handled the employee relations email inbox with precision.
HR Coordinator
Magpies Sporting Club
Mackay, QLD
01.2020 - 01.2024
- Provided guidance to supervisors on legal policies such as equal employment opportunity guidelines.
- Managed casual employee grievances and ensured compliance with internal regulations such as OLGR and AUSTRAC.
- Implemented and managed DocuSign, including template creation and Power Forms, and oversaw the Human Force Onboarding module.
- Provided support to supervisors and managers on best practice management of teams across the full employee life cycle, from recruitment to termination.
- Ensured accuracy in daily timesheet authorizations and weekly roster reviews.
- Performed thorough evaluations of psychological hazards within the club.
- Managed AML/CTF Program, ensuring compliance through independent reviews.
- Evaluated job descriptions to ensure they met organizational requirements and standards.
- Developed, implemented, and maintained HR policies, ensuring compliance and consistency.
- Facilitated internal transfers by handling appointment letters, uniform allocations, and certification processes.
- Provided support to employees by handling requests related to leave, reference letters, and permanent conversion details.
Administration Officer
Mackay Base Hospital
Mackay, QLD
01.2017 - 12.2017
- Managed outpatient clinic reception duties, including patient check-in/out and handling customer service and telephone inquiries.
- Utilised databases to manage clinic operations, including referrals, appointment categorisation, wait lists, and workload prioritization.
- Exercised judgment and initiative to resolve immediate problems and ensured client details were updated and medical records were available.
Coronial Support Officer
Justice & Attorney-General
Mackay, QLD
01.2013 - 12.2016
- Managed 50% of coronial investigation files, ensuring thorough case handling and documentation.
- Provided administrative support to the Coroner, including preparation of files for court and briefs of evidence for inquests.
- Communicated effectively with stakeholders such as police, medical professionals, legal practitioners, court staff, the public, and family members.
Senior Reef Protection Officer
Environment & Heritage Protection
Mackay, QLD
01.2010 - 12.2012
- Led project initiatives by assessing, amending, and reviewing Environmental Risk Management Plans (ERMPs).
- Managed daily workload and allocated ERMPs and reporting requirements to staff to achieve project outcomes.
- Developed assessment templates for ERMPs and established document storage systems.
- Delivered informative presentations at public forums to raise awareness about reef protection.
- Reviewed and maintained comprehensive records of sugarcane data to support reef protection initiatives.
- Managed day-to-day operations to meet project objectives.
Shipping Officer
Dalrymple Bay Coal Terminal
Hay Point, QLD
01.2006 - 12.2009
- Prepared vessel documentation, including pre-arrivals, bills of lading, statements of facts, and finalized commercial documentation.
- Ensured compliance with DBCT operating procedures and berthing/sailing requirements by meticulously checking load plans.
- Coordinated vessel movements to align berthing and sailings with tidal schedules, facilitating smooth operations.
- Facilitated effective communication with stakeholders to ensure smooth shipping operations.
- Coordinated with port agents, harbor pilots, and Customs & Quarantine to ensure smooth shipping operations.
Customs Officer
Australian Customs Service
, QLD & WA
01.2001 - 12.2006
- Led and participated in operational missions including confined space entries, rescues, and searches of ships and pleasure crafts for suspect illegal entrants.
- Facilitated vessel and crew compliance by completing necessary documentation and processing itinerant flights, including immigration, baggage checks, and body searches.
- Acted on behalf of other agencies to ensure comprehensive operational support and compliance.
- Facilitated immigration and quarantine processes to ensure compliance with regulations.
- Processed and cleared itinerate flights efficiently.
- Determined duty rates applicable to imported merchandise based on tariff codes and product descriptions.
- Identified and seized non-complying articles or undeclared merchandise and reported to applicable authorities for handling.
- Verified documents related to customs regulations and procedures to ensure compliance with federal laws.
- Inspected freight, shipments and cargo to verify adherence to import and export regulations, noting suspected violations for further review.
- Performed patrols in isolated regions to uphold customs enforcement.
Education
Human Resources Training
22nd HR Law Masterclass
Brisbane, QLD09-2024
Mental Health First Aid -
Mental Health First Aid Australia
Mackay, QLD01.2023
HR Essentials for Leaders -
Proteus Learning
01.2021
Bachelor of Business - Human Resources, Digital Media
CQUniversity
Mackay, QLD01.2020
Certificate III in Government -
Australian Customs Service
QLD01.2003
Skills
- Employment law
- Grievance handling
- Talent management
- Workplace investigations
- Employee engagement
- Benefits administration
- Diversity and inclusion
- HRIS systems
- Payroll administration
- Negotiation
- Health and safety
- Coaching and mentoring
- Compliance monitoring
- Dispute resolution
- Assertiveness
- Human resources management
- Employee wellness
- Recruitment and selection
- Policy writing
References
- Alahna Hall, HR Manager, Magpies Sporting Club, 0417 801 850
- Kerry Gauci, Customer Service Officer, Mackay Regional Council, 0439 191 456
(Additional References available upon request)
Volunteer Experience
- Manager U13, Magpies Crusaders Football Club, 2022
- Manager U13 FQPL, City Brothers Football Club, 2023
- Manager U14 - Whitsunday Coast, Football Queensland Academy, 2023
Blog
www.jackygould.wordpress.com
Timeline
Employee Relations Officer / Acting Advisor
Mackay Regional Council
01.2024 - Current
HR Coordinator
Magpies Sporting Club
01.2020 - 01.2024
Administration Officer
Mackay Base Hospital
01.2017 - 12.2017
Coronial Support Officer
Justice & Attorney-General
01.2013 - 12.2016
Senior Reef Protection Officer
Environment & Heritage Protection
01.2010 - 12.2012
Shipping Officer
Dalrymple Bay Coal Terminal
01.2006 - 12.2009
Customs Officer
Australian Customs Service
01.2001 - 12.2006
Human Resources Training
22nd HR Law Masterclass
Mental Health First Aid -
Mental Health First Aid Australia
HR Essentials for Leaders -
Proteus Learning
Bachelor of Business - Human Resources, Digital Media
CQUniversity
Certificate III in Government -
Australian Customs Service
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