Lauren Phillips

Provide high level injury management utilising biopsychosocial approach in accordance with Queensland Police policies, procedures, industrial instruments and relevant legislation including the Workers' Compensation and Rehabilitation Act 2003.

Management of work related and non-work-related injuries and illnesses, within South Eastern Region, with a focus on work capacity and maintenance of employment and co-ordination of external support services.

Demonstration of time management and organisational skills through managing a case load at times from 60 to 210+ cases of varying complexity, including long term psychological and physical injuries.

Support workers’ compensation claims case management process, through regular liaison with WorkCover Queensland and QSuper.

Prepare and review briefings for Executive Management regarding complex decisions and develop documentation to assist with actions under relevant industrial instruments, including Police Service Administration Act 1990 and Public Service Act 2008.

Prepare and analyse statistical data, identifying trends and risks. Collaborate with Health and Safety Advisors and Allied Health Professionals to provide risk management strategies.

Provide high level injury management services utilising a biopsychosocial approach in accordance with Queensland Police Service policies, procedures, industrial instruments and relevant legislation including the Workers’ Compensation and Rehabilitation Act 2003.

Manage continuous improvement in rehabilitation service delivery through development, implementation and coordination of injury management strategies and recommendations for management of return to work risks.

Actively manage performance and development of a team of AO5 Injury Management Advisors with a focus on building capability for business continuity.

Manage contact centre team to ensure a high level of service and resolution of issues to customers inline with service level agreements and policing business requirements including coordinating and following contracts through to finalisation.

Ensure consistent service levels and standards are maintained through effective resource scheduling and conducting staffing performance reviews.

Identify training and development needs for staff, mentor team members, and arrange for additional training where required.

Work collaboratively with quality assurance and training team to coordinate, design, deliver and evaluate training programs.

Provide prompt, consistent and courteous client service via telephone, email and intranet inline with QPS and Policelink policies and standards.

Identify and manage client needs via effective questioning, negotiation and conflict management.

Facilitate successful resolution of client contacts in accordance with relevant service benchmarks.

Enter and process data to a high standard of speed and accuracy.

Adhere to information security procedures to safeguard confidentially and integrity of information.

Apply problem solving and analytical skills to maintain and improve customer service and to contribute to Policelink business improvement and business goals.

Plan and prioritise workload in accordance with operational requirements and client demand.

Respond to incoming calls from sworn and unsworn QPS members in relation to sensitive and confidential information.

Apply and adhere to legislation, policy and procedures within QPS.

Utilise highly effective oral and written communication skills.

July 2012 to October 2012

Experienced Client Service Officer Trainer/Mentor

Conducted training and mentoring of 11 Policelink trainees.