Roxanne Murray

• Directly supported the transition from AAT to ART by:
• Establishing and managing a new large nationally dispersed team to provide timely and effective registration and assessment of Tribunal applications.
• Establishing and settling the national Child Support and Social Security team.
• Co-led the management, consultation and implementation of the national restructure of Case Management Branch to finalise Administrative Review Tribunal functional structure.
• Leading the introduction of a new case management system (IRIS).
• Developed and implemented claims management strategies to improve timely claims administration, improving claims processing timeframes.
• Developed Section Business Plan and the establishment of consistent and relevant performance plans.
• Acting opportunity as the Executive Director, Claims Management.

• Managed the day-to-day operations of the Canberra Registry.
• Led the provision of effective and efficient case management services to support the timely and appropriate resolution of Tribunal applications.
• Led a national operational response to the performance of an end of life Claims Management System.
• Change Champion for introduction of the Administrative Review Tribunal.
• Restoration workflow for constitution process and development of listing principles, to improve the timely resolution of applications.
• Developed and refined performance expectations in consultation with staff and internal stakeholders.
• Establishment and management of National NDIS Division Terms Pilot improving finalisation timeframes.
• Acted as the Director of the People and Culture Team, coordinating the appointment and induction for 100 new Tribunal Members and managing workplace investigations.

Management and determination of review of action applications and FOI applications.

• Management of complex disability related Administrative Appeals under the NDIA Scheme.
• Delegated authority for approximately 680 applications.
• Supported the rapid expansion of the appeals team and the development of a positive team culture focused on capacity building.

• Management of Administrative Appeals under the NDIA Scheme.
• Identification and negotiation of matters for early resolution.
• Development and delivery of induction training for new staff members.

• Testing of file review methodology.
• Preparation of systemic issues and lessons learned paper.
• Preparation of complex complaint review paper.

• Receipt of Comcare CEO award for leading change in claims management focused on recovery and return to work.
• Implementation of a hybrid claims management model which enhanced case management practices, dispute resolution, injury management, return to work outcomes and customer satisfaction.
• Managed the refinement of alternative dispute processes, which included reviewable decisions and Administrative Appeals Tribunal case management functions.
• Introduction and achievement of 100% key performance indicators.
• Mentored team members, fostering professional development and ensuring high-quality service delivery.

• Under took a learning needs analysis for the Claims and Liability Management (CaLM) Division and developed and deliver training to CaLM Division.

• Management of a specialist injury management team to provide proactive support for employers and employees regarding rehabilitation and return to work for injured employees.
• Agency liaison Case Management Regional Networks.

• Led a team of Review Officers, to achieve and maintain the highest statistical performance regarding timeliness, quantity and quality of review decisions.
• Developed and delivered training for continuous education of Review Officers.
• Managed the contract for an external legal panel.
• Case managed a portfolio of review cases, delivering accurate and sustainable written review decisions in accordance with strict legislative timeframes.
• Managed a portfolio of complex psychological injury claims and sensitively communicated adverse decisions covered by reasonable management action exclusionary provisions.

• CEO award for procurement of financial services for the assessment of prudential arrangements under the Commonwealth Self-Insurance Scheme.
• CEO award for management of scheme significant cancer cluster claims.