Kelly Watson

• Coordinated more than 8,000 written responses to community questions/complaints each year on behalf of the Lord Mayor, CEO and directors at the City of Sydney.
• Provided strategic communication advice to Lord Mayor's and CEO's and directors offices.
• Monitored and responded to key issues in the media and political environment.
• Proactively managed sensitive, complex and high-volume community issues to protect the Lord Mayor's and City’s brand.
• Wrote, reviewed and edited letters, direct staff responses and social media posts.
• Worked collaboratively and maintained productive relationships with managers, directors, and staff in CEO's and Lord Mayor's offices.
• Led, mentored, and developed a high-performing team of 15 Correspondence and Briefings Officers.
• Determined staffing requirements, interviewing, hiring and training new employees.
• Achieved value for money and minimised financial risk by always coming in on Correspondence unit's
  allocated budget or with a small surplus.
• Eliminated high occurrence of injuries in correspondence team by implementing a daily stretch and
  strengthening program.
• Represented the team at unit and divisional managers meetings to serve as liaison for collaboration of emerging issues and/or complaints.
• Designed a new correspondence process and transferred it from HP Content Manager (formerly HP
  TRIM) to MS Dynamics in collaboration with IT developers and IT project mangers.
• Drove the development of visual correspondence reports to increase accessibility to the data.
• Collaborated with internal and external stakeholders on the implementation of the City’s multi-platform social media channel.
• Collaborated with internal social media hot team to protect the City’s brand by managing contentious and complex social media issues.

• Provides case management services to uninsured workers and emergency services volunteers with high and highest needs - a whole person impairment of more than 20%.
• Developed trusting relationships with injured workers/volunteers and their families, and their providers, such as doctors and specialists, allied health providers and social services, other health care providers.
• Reviewed treatment plans created injury management plans based on individual and treatment goals.
• Collaborated with healthcare teams to improve care quality, monitor costs and monitor claimant's progress.
• Coordinated and collaborated with external case managers, rehab providers, physiotherapists, occupational therapists, and social workers to resolve complex service and medical/psychological issues.

Volunteer role

• Leader of icare's Inclusive Working Group – a volunteer group set up to work on improving inclusivity and a feeling of belonging for all staff across the organisation.

Case Management Specialist

• Managed workers claims that have been on the scheme for than 52 weeks and claims for workers who are detached from their workplace.
• Managed a caseload of more than 60 claims, made up of a mix of complex needs and injuries, and primary and secondary psychological claims.
• Interpreted legislation and make decisions under the Workers Compensation Act of 1987 such as determining liability, determining weekly and medical benefits, disputes, medical cessation, and the assessment of work capacity decisions.
• Participated in medical case conferences with multi-disciplinary teams to discuss client care planning and progression.

Supervisor - Covid-19 team

• Led a team of eight Case Advisors.
• Trained and coached Case Advisers in Covid-19 worker's compensation claims management.
• Reviewed and approved accepted liability and provisionally accepted claims within legislative timeframes.
• Monitored employee productivity and provided constructive feedback and coaching in increase capability.
• Resolved customer complaints and drafted IRO responses in response to customer complaints.