Madeleine Giraldi
Wollongong,NSW
Summary
Dedicated and detail-oriented APS4 Planner with extensive experience in government customer service and a passion for animal welfare. Skilled in utilizing legislation, policy, and practice guidance to ensure participants achieve their plan outcomes, including leveraging informal, mainstream, and community supports funded by the National Disability Insurance Scheme (NDIS). Proficient in IT systems such as Pace, CRM, Panda, and Microsoft Office Suite.
Known for excellent verbal and written communication skills, problem-solving abilities, and adaptability to changing circumstances. A collaborative team player who thrives in dynamic environments and consistently meets deadlines through effective time management. Committed to continuous learning and personal development to deliver high-quality service and support.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Work Health and Safety Representative
National Disability Insurance Agency
12.2024 - Current
- Ensure Compliance with WHS Legislation: Actively ensure that workplace health and safety standards comply with relevant legislation, including the Work Health and Safety Act 2011 and regulations.
- Promote Safety Culture: Facilitate and promote a culture of safety within the workplace by conducting regular safety audits, hazard identification, and risk assessments as outlined by Comcare guidelines.
- Support: Provide support to staff on WHS practices and responsibilities, ensuring all employees are aware of their obligations and rights under WHS legislation and Comcare standards.
APS4 Planner
National Disability Insurance Agency
06.2024 - Current
- Legislative, policy-driven, and practically guided to ensure participants achieve their plan outcomes. This includes informal, mainstream, and community-supported, as well as reasonably necessary supports funded by the National Disability Insurance Scheme (NDIS).
- Engaged with participants and planning partners over the phone or in person.
- Principled and standard-driven to ensure high-quality service delivery.
- Problem-identifying and solution-oriented.
- Effectively planned and organized to ensure wise resource use.
- Flexible and adaptable to accommodate the changing needs of the team or department.
- Independent, initiative-taking, and responsible for achieving results.
- Up-to-date on departmental activities and strategically communicative.
APS3 Participant Support Officer (Labour Hire)
NDIA
07.2023 - Current
- Providing front of house reception (“face of the Agency”) in the Wollongong office, assisting Front of house reception, assisting with participant and non-participant enquiries.
- Resolve customer/participant enquiries and refer to appropriate services.
- Process work items via Workload Manager (WLM) and the PACE system under the NDIS Act.
- Review participant records, prepare correspondence, and update records.
- Receive and record complaints, payment enquiries, and feedback in NDIA systems.
- Manage WLM inbox, email inbox, and meetings via MS Teams.
- Participate in virtual and local team meetings.
APS3 Customer Service Officer
Services Australia
03.2022 - 06.2023
- Assisted customers with making payments and establishing the appropriate social security payment for customers
- Followed Operational Blueprint procedures outlined by the Australian Government
- Liaised cross-functionality through external stakeholders such as language interpreters, the DESE, employers, Technical Peer Support, and social workers
- Assisted team members on procedures and policies to maximize team performance
- Delivered efficient, friendly, and transparent service for routine enquiries and service complaints
- Responded to the international COVID19 Crisis by providing support to individuals who had lost income as a result
- Assist the Australian Electoral Commission in delivering the2022 federal election through taking votes over the phone for individuals in isolation as a result of COVID19
Café All Rounder
Bulli Beach Café
10.2021 - 03.2022
Chef
Rashays
06.2020 - 03.2022
Education
Virtual Certificate IV - Project Management
Tafe NSW
01.2023
Bachelor of Science - Human Resources
University of Wollongong
01.2020
High School Diploma - undefined
Holy Spirit College
11.2018
Skills
- Efficient with IT Systems: Proficient in using PACE, CRM, Panda, and Microsoft Office Suite
- Communication: Excellent verbal and written communication skills to interact effectively with colleagues and clients
- Problem-Solving: Ability to identify issues and develop effective solutions
- Adaptability: Flexible and able to adjust to changing circumstances or new challenges
- Teamwork: Able to work collaboratively with others to achieve common goals
- Time Management: Efficiently managing time to balance multiple tasks and meet deadlines
Certification
- Services Australia Training
- Digital Capability
- Communication Foundations
- De-Escalation Techniques
- NDIA Framework
- Comcare initial 5 day health and safety representative training course
Timeline
Work Health and Safety Representative
National Disability Insurance Agency
12.2024 - Current
APS4 Planner
National Disability Insurance Agency
06.2024 - Current
APS3 Participant Support Officer (Labour Hire)
NDIA
07.2023 - Current
APS3 Customer Service Officer
Services Australia
03.2022 - 06.2023
Café All Rounder
Bulli Beach Café
10.2021 - 03.2022
Chef
Rashays
06.2020 - 03.2022
Bachelor of Science - Human Resources
University of Wollongong
High School Diploma - undefined
Holy Spirit College
- Services Australia Training
- Digital Capability
- Communication Foundations
- De-Escalation Techniques
- NDIA Framework
- Comcare initial 5 day health and safety representative training course
Virtual Certificate IV - Project Management
Tafe NSW
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