Jennifer Kerven
Brisbane,QLD
Summary
Highly organised and driven professional with excellent interpersonal and communication skills. Proven success in managing multiple priorities and taking initiative to excel in a team environment. Adept at fostering strong relationships with internal and external stakeholders, while consistently delivering high-quality results. Motivated to continue growing and adapting in a dynamic work setting.
Overview
15
15
years of professional experience
Work History
Program Officer (APS 5) – Provider Engagement
Department of Veterans' Affairs (DVA)
04.2021 - Current
- Developed content for event submissions and financial documentation to source funding approval to implement health provider annual conference program
- Highly organised with strong project management skills to coordinate logistical arrangements with internal and external stakeholders
- Implemented a Microsoft Teams Planner to help with planning, tracking and monitoring the team’s key deliverables
- Evaluated annual conference program to ensure it achieved effective outcomes with value for money and recommending improvements where possible
- Tracked financials for conference activities and processed payment of invoices
- Undertook minor procurement activity to source catering at state-based workshop series facilitated by senior DVA medical advisors held at an external health peak body state office
- Contributed to the development of Standard Operating Procedures
- Assisted GP Advisory Group Secretariat with Procurement activity to source scribe and catering suppliers
- Maintained good governance with record keeping
- Monitored and managed high volume of incoming email traffic to the Provider Engagement shared mailbox
- Provided team support to progress prior approvals through to health advisers provide timely advice to Health Approvals/Entitlements
- Provided mentoring to a new starter in Provider Engagement to foster development and embed knowledge
Veteran Support Officer in Learning & Development (APS 5) – Veteran Support Office
Department of Veterans' Affairs (DVA)
03.2024 - 01.2025
- Performed temporary higher duties in the Team Leader – Learning and Development Role (APS 6) when current supervisor was on planned leave
- Contributed to building the new Veteran Support Office SharePoint site
- Lead on development of monthly program branch update newsletter including the design of newsletter template
- Contributed to the development of a Quality Assurance reporting spreadsheet template
- Provided support to coordinate arrangements for Transition Branch induction training package
- Developed and provided critical review for Standard Operating Procedures and task cards
- Developed and provided critical review tailored presentation slides for internal and external presentations
- Provided support to onboard and offboard staff
- Mentored new staff member
- Developed and provided critical review for Standard Operating Procedures and task cards
- Completed weekly and monthly reporting extrapolating data from Tableau
- Represented DVA as a panel member for the 2025 Australian Government Graduate Program
Program Support Officer (APS 5) – Psychiatric Assistance Dog (PAD) Program
Department of Veterans' Affairs (DVA)
09.2023 - 03.2024
- Contributed to an innovation project to improve programs offered by the branch
- Supported day-to-day activities of PAD in Contracts and Programs:
- Provided Secretariat support at PAD Working Group meeting for example, preparing agendas, attending meetings and taking minutes
- Developed a spending approval for procuring patches for veteran assistance dogs
- Developed initial responses to PDMS ministerial correspondence letters
- Maintained good governance of record keeping of departmental records
- Developed templates for business use
- Contributed to standard operating procedures/task cards
- Set-up shared mailbox for Programs team
Support Officer (APS 5) – Triage and Connect
Department of Veterans' Affairs (DVA)
08.2019 - 02.2020
- Monitored and managed high volume of incoming email traffic to the Triage and Connect and Coordinated Client Support shared mailboxes
- Conducted holistic assessment of case screens referred to Triage and Connect with the ability to identify and appropriately manage risk with indicators such as suicide risk or attempt, self-harm, homelessness and financial distress
- Provided administrative assistance to Triage and Connect and Coordinated Client Support teams
Claims Manager (APS 5) – Rehabilitation and Compensation (MRCA initial liability claims)
Department of Veterans' Affairs (DVA)
05.2014 - 03.2015
- Determined initial liability for current Defence members and veterans for Rehabilitation and Compensation entitlements under The Military Rehabilitation and Compensation Act 2004 (MRCA)
- Case managed a high-volume portfolio of cases, adhering to stringent Key Performance Indicators (KPI’s)
- Maintained good governance with record keeping
- Communicated effectively to high standard with external and internal stakeholders
Insurance Advisor/Claims Manager (APS 4) – Defence Service Homes Insurance
Department of Veterans' Affairs (DVA)
04.2010 - 05.2014
- Processed policy renewals and maintained account records with updates and changes
- Tracked insurance claims and facilitated communication with involved stakeholders
- Case managed a high-volume portfolio of home building claims
- Performed in a high-volume call centre/processing-based work environment
- Provided excellent client service and built rapport with niche veteran clientele, and had the demonstrated ability to manage high risk and vulnerable clients
- Trained and mentored new insurance advisers to embed knowledge and skills to perform in role
Education
Bachelor of International Hotel & Tourism Management - undefined
University of Queensland
Brisbane01.2003
Skills
- Lateral thinking
- Research and analysis
- Proposal writing
- Project planning
- Analytical thinking
- Logistics coordination
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Excellent communication
- Organisational skills
- Effective communication
- Decision-making
Timeline
Veteran Support Officer in Learning & Development (APS 5) – Veteran Support Office
Department of Veterans' Affairs (DVA)
03.2024 - 01.2025
Program Support Officer (APS 5) – Psychiatric Assistance Dog (PAD) Program
Department of Veterans' Affairs (DVA)
09.2023 - 03.2024
Program Officer (APS 5) – Provider Engagement
Department of Veterans' Affairs (DVA)
04.2021 - Current
Support Officer (APS 5) – Triage and Connect
Department of Veterans' Affairs (DVA)
08.2019 - 02.2020
Claims Manager (APS 5) – Rehabilitation and Compensation (MRCA initial liability claims)
Department of Veterans' Affairs (DVA)
05.2014 - 03.2015
Insurance Advisor/Claims Manager (APS 4) – Defence Service Homes Insurance
Department of Veterans' Affairs (DVA)
04.2010 - 05.2014
Bachelor of International Hotel & Tourism Management - undefined
University of Queensland