MELINDA CHOW

• Deliver customer-centred government services and provide operational leadership in a complex, high-volume environment governed by social security legislation, policy and agency procedures.
• Assess customer circumstances and needs to identify appropriate payments, services and pathways to resolution.
• Support customers experiencing vulnerability, disadvantage or barriers to access, tailoring assistance with empathy, patience and respect.
• Interpret legislation, policy and procedures when processing claims, reviewing information and resolving customer matters.
• Explain obligations, entitlements, decisions and next steps in clear language suited to each customer's understanding.
• Manage complaints, escalations and challenging behaviour calmly while maintaining professional boundaries and safety.
• Liaise with internal and external stakeholders including Social Workers, Community Engagement Officers, Multicultural Service Officers, Financial Information Service Officers, Indigenous Service Officer, Interpreters, Local Member of Parliament and other specialist areas to resolve complex needs and connect customers with appropriate support.
• Exercise sound judgement when analysing sensitive information, determining action and escalating matters requiring specialist consideration.
• Lead teams and provide work direction, coaching, mentoring and on-the-job guidance to improve confidence, consistency and customer outcomes.
• Support, manage and promote quality and escalation processes to ensure matters are assessed accurately and resolved appropriately.
• Contribute to incident management, business disruption activities and real-time management of customer demand, site traffic and service pressures.
• Manage competing priorities while maintaining customer service, compliance, operational and work health and safety requirements.
• Support organisational change and implement change management.
• Perform other roles such as Program Support Officer and Executive Assistant as required.

Responsible for Capability, Training and Recruitment.

• Manage volunteer capability recruitment, retention, training, and operational readiness within emergency management.
• Analyze capability gaps, creating focused training strategies that improved unit performance.
• Create and maintain a unit Training Calendar for skill development and maintenance.
• Session and financial planning to ensure training is completed within allocated budgets and in required timeframes.
• Customize coaching approaches based on individual experience levels and learning needs.
• Lead team to achieve outcomes for the development of unit capabilities.
• Produce briefs and comprehensive reports for senior leadership review.
• Establish and maintain solid relationships with stakeholders to facilitate collaborative operational success.
• Engage with stakeholders at briefings, meetings, and community engagement events.
• Managed competing priorities effectively while maintaining autonomy in dynamic environments.

Certified Trainer and Assessor within a Registered Training Organisation (RTO).

• Plan training and assessment activities and processes in line with training plans and allowable timeframes.
• Deliver and facilitate training and assessment to build the knowledge, skills and operational readiness of NSW SES personnel and volunteers.
• Adapt communication and training delivery method to different audiences and provide constructive feedback, support and fair assessment against required standards.
• Facilitated hands-on exercises to enhance practical skills in emergency situations.
• Collaborated with team members to identify training needs and objectives.
• Managed participant feedback to improve future training sessions and content.
• Train and support new trainers and assessors.

• Oversaw daily operations of small business alongside customer service responsibilities.
• Supervised recruitment, induction, training, and performance management for a team of 20 staff.
• Addressed inquiries and complaints professionally, ensuring effective customer-focused solutions.
• Handled cash management, stock control, ordering processes, bookkeeping, suppliers, POS systems, and MYOB.
• Established workplace health and safety procedures to support efficient operations.
• Created promotional initiatives and special events based on customer feedback and business objectives.