Pauline Campbell
Strathfieldsaye
Summary
Highly adaptable and results-oriented professional with a proven track record across diverse sectors including healthcare administration, contract management, legal support, business ownership, and team leadership. Demonstrated expertise in stakeholder management, policy and procedure development, risk assessment, compliance, communication, and driving successful outcomes in complex environments. Possesses strong organisational, analytical, and problem-solving skills honed through managing multifaceted responsibilities and leading significant projects, including a large-scale community relocation. Eager to leverage this broad skillset to contribute to impactful project management initiatives.
Overview
32
32
years of professional experience
Work History
Customer Contract Officer
NDIS
09.2024 - Current
- Provide expert advice and assistance to NDIS participants and providers, navigating complex queries and ensuring understanding of NDIS guidelines.
- Ensure strict adherence to NDIS policies and procedures in all interactions and case management.
- Conduct thorough assessments of vulnerable clients in critical and complex situations, applying sensitivity and expertise.
- Review and escalate priority cases requiring urgent attention, ensuring timely and appropriate intervention.
- Effectively de-escalate complaints from participants and providers, fostering positive resolutions.
- Provide comprehensive general advice on NDIS processes and support options.
Contract Administrator
Downer (formerly Spotless) at the Bendigo Hospital
03.2022 - 06.2024
- Established and managed contracts with subcontractors across diverse hospital departments, ensuring clear terms and compliance.
- Developed and implemented internal policies, procedures, and Standard Operating Procedures (SOPs) to streamline operations.
- Reviewed and submitted the annual Operating Term Documentation (Management Plans) across 15 departments, ensuring comprehensive coverage and accuracy.
- Submitted all required compliance documentation to meet ISO standards, contributing to the hospital's accreditation.
- Diligently monitored and ensured the delivery of over 350 Key Performance Indicator (KPI) requirements to the Victorian Health Department.
- Authored and investigated incident reports, identifying root causes and recommending preventative actions.
- Contributed to audit preparation and ensured ongoing compliance with relevant regulations and standards.
- Wrote and edited the monthly 120-page Operations report, providing critical insights to leadership.
- Accurately recorded minutes for Downer Governance Leadership meetings, ensuring clear documentation of decisions and actions.
- Drafted clear and concise communications to staff and formal responses to the Health Department on operational matters.
- Cultivated and maintained strong relationships with key stakeholders, collaborating on the development of combined policies and procedures.
- Established and maintained effective document management frameworks for contract-related and operational documentation.
Executive Officer
Petersen Westbrook Cameron, Solicitors
12.2020 - 03.2022
- Efficiently took and monitored legal enquiries, ensuring timely and accurate information flow.
- Prepared various legal documents, including affidavits, and provided assistance in the drafting of briefs.
- Conducted thorough research on legal cases to support the legal team.
- Actively participated in mediation sessions and court hearings, providing administrative and logistical support.
- Reviewed and drafted commercial leases, negotiating further terms on behalf of clients.
- Managed conveyancing processes, ensuring smooth property transactions.
- Assisted with wills and estates administration.
- Provided support in TAC (Transport Accident Commission) and Workcover matters.
- Managed recruitment processes and addressed HR-related issues.
- Ensured business compliance with relevant legal and regulatory requirements.
- Developed and implemented marketing initiatives to drive business and promote the firm's services.
- Managed the Director's and other lawyers' diaries and schedules.
Customer Service Officer, APS3, Services Australia Jobseeker/Medicare/PBS Claims Assessor
Centrelink and Health Service Delivery
04.2020 - 11.2020
- Accurately interpreted complex legislation and conducted thorough compliance checks for Jobseeker claims during a period of significant change (Covid).
- Processed Jobseeker claims efficiently and effectively, adhering to strict guidelines.
- Completed multiple accreditation courses in other Centrelink areas, including rent assistance and family allowance.
- Developed expertise in the Medicare/PBS field, qualified to assess safety net claims for Pharmacists and compliance claims for complex drugs.
Owner/Manager
Travel Managers Strathfieldsaye
01.2012 - 01.2020
- Successfully managed all aspects of an independent travel agency business, including accounts, itinerary planning, and new business development.
- Developed and implemented effective marketing strategies to attract and retain clients.
- Managed business budgets and ensured financial sustainability.
- Catered to both corporate and leisure travel needs, providing tailored solutions.
- Built a strong client base, reaching full capacity and requiring the cessation of new client acquisition.
Manager
Flight Centre Bendigo
01.2001 - 01.2011
- Managed all operational aspects of a high-performing Flight Centre branch, consistently achieving strong financial results.
- Successfully merged two underperforming business teams into a cohesive and profitable unit within 12 months.
- Implemented effective recruitment strategies to build a strong and motivated sales team.
- Developed and implemented challenging yet achievable sales targets for team members.
- Conducted daily business meetings to maintain team focus and drive performance.
- Proactively attracted new clients and provided exceptional service to existing clients, fostering loyalty.
- Led the entire team to achieve the prestigious Global Ball award for three consecutive years, recognizing the top global Flight Centre businesses.
Casual Writer, Features Department
The Shepparton News
01.2000 - 01.2001
- Wrote compelling advertorials for local businesses, highlighting their products and services.
- Authored engaging feature articles on residential properties for the Real Estate section.
- Covered agricultural events and wrote features for the Agriculture section.
- Reported on daily country news, ensuring timely and accurate information dissemination.
- Produced business-focused writing for various publications.
- Wrote articles about local events for the quarterly Tourism magazine, "What's On."
Freelance Writer
Echuca
01.2000 - 01.2001
- Contributed articles to the business magazine "Inside Business."
- Developed engaging promotional flyers for a range of local businesses.
Cadet Journalist
North Central News
01.1993 - 01.1997
- Covered police and court proceedings, providing accurate and timely reporting.
- Reported on local sporting events, capturing key moments and results.
- Attended and reported on local Council meetings, informing the community of civic affairs.
- Conducted regular interviews with politicians, providing insights into policy and governance.
- Developed special feature articles, including those focused on tourism and business initiatives.
- Edited press releases from Government departments, ensuring clarity and accuracy.
- Provided photographic coverage for news stories and events.
Education
Commenced Law Degree -
University of New England
VCE - undefined
Wedderburn High School
Writing Picture Books for children
Australian Writers Centre
05.2015
Business management
Flight Centre
01.2011
Journalism cadetship
North Central News
St Arnaud, VIC01.1997
Skills
- Stakeholder Management: Proven ability to build rapport, provide advice, manage expectations, and collaborate effectively with diverse stakeholders (NDIS participants and providers, government departments, subcontractors, legal clients, community members)
- Policy and Procedure Development: Extensive experience in writing, reviewing, and implementing policies, procedures, and Standard Operating Procedures (SOPs) to ensure compliance and operational efficiency
- Contract Administration: Proficient in establishing contracts, reviewing terms, ensuring compliance, and managing subcontractor relationships
- Risk Assessment and Mitigation: Experienced in identifying, assessing, and escalating risks, particularly in vulnerable client situations and operational contexts
- Compliance and Governance: Strong understanding of compliance requirements (NDIS, ISO standards, Health Department PPP KPIs, legal and business regulations) and experience in audit preparation
- Communication (Written and Verbal): Excellent written communication skills (policy writing, reports, formal responses, communications, grant writing, journalism) and strong verbal communication skills (advice provision, de-escalation, presentations, team meetings)
- Problem-Solving and Critical Thinking: Demonstrated ability to analyse complex situations, interpret legislation, de-escalate issues, and develop effective solutions
- Team Leadership and Collaboration: Experience in leading and developing teams, fostering collaboration, and achieving shared goals (Flight Centre management, Bendigo Pony Club relocation)
- Financial Management: Budgeting, financial reporting, and managing business finances (Travel Agency, Bendigo Pony Club relocation)
- Document Management: Establishing and maintaining organised document management frameworks
- Software and Tools: Microsoft Office Suite (Word, Excel, PowerPoint) Aconenx, QFM, LEAP
Timeline
Customer Contract Officer
NDIS
09.2024 - Current
Contract Administrator
Downer (formerly Spotless) at the Bendigo Hospital
03.2022 - 06.2024
Executive Officer
Petersen Westbrook Cameron, Solicitors
12.2020 - 03.2022
Customer Service Officer, APS3, Services Australia Jobseeker/Medicare/PBS Claims Assessor
Centrelink and Health Service Delivery
04.2020 - 11.2020
Owner/Manager
Travel Managers Strathfieldsaye
01.2012 - 01.2020
Manager
Flight Centre Bendigo
01.2001 - 01.2011
Casual Writer, Features Department
The Shepparton News
01.2000 - 01.2001
Freelance Writer
Echuca
01.2000 - 01.2001
Cadet Journalist
North Central News
01.1993 - 01.1997
VCE - undefined
Wedderburn High School
Writing Picture Books for children
Australian Writers Centre
Business management
Flight Centre
Commenced Law Degree -
University of New England
Journalism cadetship
North Central News