Luke Madzell

• Shifted the team's focus outward to ensure high quality internal customer service and an operationally led mindset
• Successfully implemented a Business Partner model
• Developed and led the implementation of talent acquisition processes and workforce strategy
• Partnered with the Executive Management Team to develop the focus and key priority areas for the People & Culture Team
• Workplace Gender Equality Agency (WGEA) reporting
• Managed employee investigations and cases of serious
• Updating and developing new People & Culture policies in line with legislation and best practice
• Reporting on workforce metrics to the Wintringham Board

In this broad operational leadership role, my objectives are to:

• Served as Subject Matter Expert (SME) for the rollout of a Business Transformation Project - workforce scheduling tool
• Provide leadership and management to Community Aged Care rostering team and recruitment of casual staff to fill planned and unplanned leave
• At various times, oversee between 9 and 18 direct reports (mixture of Rostering and PCA staff)
• To ensure there are adequate staff recruited and orientated to provide cover for planned and unplanned leave across all community and residential sites across all service provision roles
• Deeply understood program manager's requirements and develop strategies to ensure casual staffing levels are maintained to accommodate peaks and troughs in demand for services
• Ensure that service delivery is consistent with all statutory requirements
• Participate in service development activities centered upon developing Wintringham's capacity to deliver quality care and support

My responsibilities included:

• Playing a key role in re-developing internal processes to make Melbourne City Mission 'NDIS Ready'
• Providing leadership, supervision and management to the workforce of Disability Support Workers across the Community Support Program
• Ensuring the workforce always meets compliance requirements
• Conducting recruitment and selection and induction of new Disability Support Workers ensuring they are adequately trained and qualified to perform disability support work
• Developing and implementing innovative strategies and ideas to enhance recruitment and selection outcomes
• Identifying training needs and developing solutions to build the capabilities of the workforce to meet service requirements
• Leading regular workforce meetings to ensure that the workforce is informed and up to date with service updates
• Effectively managing the performance (including performance reviews and performance development) of the workforce to ensure that disability support work is performed to the required standards
• Conducting complex workplace investigations (in conjunction with People & Culture) to ensure all matters are investigated thoroughly and objectively with appropriate outcomes
• Developing relationships with key stakeholders (internal and external) to maximise service outcomes
• Participating in the monitoring and evaluation of the ongoing performance of the Community Support service delivery and implementing innovative strategies to enhance the service delivery standards
• Collecting data and developing reports to understand the ongoing performance of Community Support and its workforce.

My responsibilities included:

• Conducting phone screening, assessment centres and reference checks
• Undertaking large-scale recruitment projects (in preparation for and response to NDIS rollout)
• Undertaking pre-employment safety screening in accordance with regulatory and legislative requirements (DHHS Out of Home Care Register & Disability Worker Exclusion List)
• Creating and updating divisional learning materials
• Preparing new starter documentation as part of the on boarding process
• Conducting group induction programs for new staff
• Monitoring training needs of the relief staff to ensure mandatory training is completed within required timeframes
• Conducting check-ins with casual/relief staff as part of the supervision process

• The Diversity and Inclusion Volunteer supports the Divisional leadership in understanding diversity and implementing inclusive practice within the Emergency Services work of the Australian Red Cross
• As a Diversity and Inclusion Volunteer I:
• Am a point of contact and support for Divisional Leadership and staff seeking information on diversity and inclusion
• Provide information, undertake research and guide people where to go for further assistance on diversity and inclusion issues or concerns
• Champion diversity within the emergency services sector and raise awareness about diversity
• Promote diversity through facilitating opportunities for team members to engage with specific groups of people from diversity backgrounds through linking in with community celebrations

In my role, responsibility was across the following areas:

• Ensuring Human Resources and Payroll data is accurate for new and existing staff
• Monitoring applications from various recruitment platforms, such as Seek, Turborecruit and direct emails
• Providing support to the HR Systems Manager with a particular focus on information systems (i.e
• ADP Payroll System, Microsoft Suite, HR On- board, Turborecruit)
• Preparation of statistics and reports on various HR metrics
• Preparing information packs, induction documents and contracts
• Assisting in the facilitation of information sessions
• Providing advice to staff on terms and conditions of employment
• Managing the employee life-cycle including on-boarding and terminations

• During this time I took a break from paid employment to focus on my final semester and then travel on holiday to Europe
• I travelled alone and learned much about myself and new people along the way.

In this role, my responsibilities included:

• Leadership of a team of support agents within a contact centre environment
• Responding to queries and emergencies from stores/franchisees relating to the operations of stores
• Managing a phone and email Help-Desk and ensuring Service Level Agreements are adhered to
• Workforce Planning and Roster Management
• Reporting on various call centre metrics
• Payroll Administration
• First Level I.T troubleshooting
• Assessing the priority of store maintenance requests
• Liaison with external contractors
• Advising stores on emergency management procedures (Fires, Fuel Leaks, Robberies)
• Adhering to KPIs such as average call waiting time; punctuality; first call resolution

• Telephone based role offering clients a routine hearing check-up, or two year follow up appointment
• Contacting households in Australia and United Kingdom
• Using objection handling techniques to improve sales conversion
• Adherence to various call centre KPIs

• I was employed across several Jeanswest stores over five years
• In this role my duties included:
• Cash handling
• Exceeding store sales targets and KPIs
• Maintaining a high level of store presentation
• Visual Merchandising