Sara Keeley
Tugun,QLD
Summary
To support a team of professionals in achieving agreed objectives through providing governance expertise, regulatory support, mentoring, and a culture that fosters positive engagement and respect.
I take pride in building positive, respectful relationships through trust, honesty, and empathy, and I am passionate about providing support to the community, my team, and stakeholders. I am always looking for ways to improve how things are done. I want to replace the saying, ‘we’ve always done it that way,’ with ‘how can we do this better?’.
Overview
32
32
years of professional experience
Work History
Policy & Project Officer
Tweed Shire Council
09.2024 - 04.2025
- Draft, review and update relevant policies and procedures to support Tweed Shire Council Compliance Policy for Ranger Services team.
- Introduce Policy’s to support requirements under State Legislation through stakeholder engagement and team collaboration processes.
- Provide specialist customer support for escalated complaints.
- Support customers through appeal processes, providing advice and plain English explanations of legal and appeal processes.
- Facilitate full review of WH&S risk assessment to identify opportunities for improvement in safety for staff, contactors and the community.
- Identify additional control measures to be implemented in stages based on implementation triage matrix developed during risk assessment review.
- Implement and provide training for software through MS365 to maximize team efficiency and meet response timeframes to overcome ‘in-field’ deficiencies in adopted Customer Service tools.
- Established an onboarding and induction program tailored to meet the needs of the Ranger Team, including training regime, competency-based assessment criteria and supporting documentation.
- Develop and implement work instructions based on legislative requirements for Regulatory Compliance under State Legislation.
- Draft and update statutory instruments for service under relevant legislation using plain English principles.
- Provide mentor support for Ranger Team utilising modern investigation techniques, statements, suspect interviews, collection of evidence including chain of custody, brief preparation and prosecution support.
Legal Services support officer
Byron Shire Council
07.2024 - 09.2024
- Assist Senior Counsel to review requests from Revenue NSW in relation to fines issued by Compliance staff.
- Compile briefs of evidence for review by Counsel before attendance in court, including drafting of statements of facts.
- Review briefs to ensure relevant evidence is included to support prosecution.
- Provide customer service support for community members seeking advice about fine appeal processes.
- Process invoices and track budget to ensure accuracy.
- Implemented improved spreadsheets to improve tracking.
- Created database to track cases in Local Court, and Land and Environment Court to allow team real-time access to check status of all individual cases.
Coordinator Animal management
City of Gold Coast
10.2022 - 05.2024
- Lead the City’s Animal Management team of 43 staff, including Regulatory Officers, Business Services staff, and Project Management Staff.
- Overseeing and undertaking administrative reviews for decisions made under State Legislation and Local Laws in line with Council Policy, Queensland Ombudsman’s office, and the Queensland Civil and Administrative Tribunal (QCAT).
- Create and deliver reports to Council and affiliated committees for consideration by Council.
- Engage internal and external stakeholders to negotiate agreed outcomes on complex community and Council projects and programs.
- Build relationships with internal and external customers to facilitate meaningful outcomes that realise the objectives of the project, keeping within scope and budget.
- Adhere to change management principles to ensure project success.
- Support Executive Coordinator in the development and drafting of Council Reports in relation to the management of Red Imported Fire Ants within the Gold Coast area.
- Research background information for reports including biosecurity reports, CoGC and Fire Ant Suppression Team joint project, identification, suppression and eradication costings and National RIFA Biosecurity protocols.
- Provide training and mentoring to draft statutory instruments, investigate breeches of legislation, collection of evidence ensuring chain of custody, interview witnesses and suspects to generate comprehensive briefs of evidence for criminal prosecutions under law and administrative reviews under QCAT.
- Act in the capacity of key stakeholder for the review and amendment of state Legislation and Local Laws to streamline legislation ensuring an outcome-based amendment be adopted which promotes safety within the community.
- Improve staff engagement and team culture through the establishment of productive team meetings where staff are encouraged to provide ideas and solve identified issues.
- Implement initiatives such as succession training, dedicated team ‘musters’ and open channels of communication between all levels of the Animal Management team.
- Schedule and chair regular team meetings for management teams, and broader operational teams to ensure consistent delivery of messages, changes in process and provide opportunities for feedback and team building.
- Management of assets (Impound facilities) and contract agreements as Contract Administrator between Council and Animal Welfare League Queensland (AWLQ).
- Manage the budget for Animal Management including all operational costs, licence and infringement revenue, staff expenses including training and equipment.
- Submit budget variation requests through quarterly budget review process.
- Review and recommend update of yearly fees & charges for adoption by Council.
- Successfully manage a high volume of complex tasks, projects and day-to-day business through self-discipline, advanced organizational skills and the City’s High Performance Principals whilst maintaining a level of professionalism, without ego or arrogance.
- Drafting, reviewing and implementing WHS protocols such as activity risk assessments and safe work instructions, conducting complex incident investigations, develop and implement mitigating actions to ensure constant improvement in safety for staff and the community whilst adhering to relevant Workplace Health and Safety legislation, policies and associated guidelines.
- Complete recruitment process to engage staff within business unit including operational, administrative and project staff.
- Develop recruitment assessment material to enhance recruitment process for entry level roles.
Senior policy officer City laws
City of Gold Coast
04.2022 - 10.2022
- Develop and implement numerous Compliance and Regulatory policies, operational plans, work instructions, WH&S documentation, statutory instruments, training and induction programs and enforcement matrices through the model of operationalizing legislation for an operational workforce.
- Review and implement updated Quality Management System for document management for City Laws team.
- Undertake Business Improvement reviews of existing processes to identify improvement opportunities.
- Line leader for City Laws Business Support team; providing support to improve culture within team, provide opportunities for upskilling and secondments to increase skill level within team.
Coordinator Ranger Services
Bega Valley Shire Council
01.2020 - 04.2022
- Manage a team of 9 staff across two locations: including Rangers, Parking Officers, administration staff and companion animal facility carers/cleaners.
- Established staff development plans, facilitated regular team meetings, organized specialized training and carried out WH&S Risk assessments.
- Oversee all compliance matters under numerous NSW state legislation including drafting statutory instruments for service, compiling briefs of evidence for local court and the NSW Civil and Administrative Tribunal (NCAT).
- Represent Council in NCAT matters.
- Set Business Plan and Strategic Plan goals for Ranger Services.
- Manage the budget for Ranger Services including all operational costs, infringement revenue, staff expenses including training and equipment.
- Submit budget variation requests through quarterly budget review process.
- Review and recommend update of yearly fees & charges for adoption by Council.
- Build and maintain relationships with key stakeholders such as RSPCA (NSW) Inspectorate, Local Land Services, Crown Lands, Local Police, National Parks and Wildlife Service (NPWS), Forestry NSW, Housing NSW, Local Aboriginal Land Councils and animal welfare organizations.
Ranger
Bega Valley Shire Council
06.2016 - 01.2020
- Undertake investigations in accordance with relevant legislation, carry out pro-active patrols for compliance.
- Draft statutory instruments and compile briefs for local court and NCAT.
- Maintain contemporaneous notebook.
- Provide prompt response for customer complaints regarding compliance.
- Contact customers through phone, email and face-to-face to clarify complaint, seek further information and provide feedback on process.
- Have comprehensive understanding of legislation, policies and procedures pertaining to compliance in NSW local government, including companion animals, livestock, public land use, planning approvals and conditions, illegal dumping and pollution management, parking, and abandoned vehicles.
Customer contact officer
Bega Valley Shire Council
05.2015 - 06.2016
- First point of contact for all inbound phone and email complaints, queries and requests.
- Achieve a resolution rate of 70% of enquiries after initial contact for all enquiries; including, simple rates/water enquiries, companion animals (lost/found pets) waste and recycling enquiries, development application/construction certificate and complying development certificate enquiries.
- Maintain a comprehensive understanding of the broader functions of Council to accurately redirect more complex enquiries to the correct area, ensuring a positive customer experience journey.
Business owner (self employed)
Crara Pty Ltd
01.2005 - 12.2015
- Manage staff including trades staff, administration staff, trainees and grounds maintenance staff.
- All financial reports, bank reconciliations, wages, PAYG payments, super guarantee payments, creditor and debtor processing, daily EFTPOS reconciliation, stock control, purchasing and lease management.
- Primary contact for all customers including appointment booking, invoice payment, service enquiries and complaints via phone and in-person.
Field workforce manager
Telstra
01.1998 - 12.2005
Sales representative
NHP Electrical
01.1997 - 12.1998
Apprenticeship/Tradesman – Electrical Fitter/Mechanic
Integral Energy
01.1993 - 12.1997
Education
Diploma of Project Management - Information Technology
TAFE Queensland
Certificate IV - Workplace Health and Safety
Pinnacle Safety
Certificate IV - Business (Frontline Management)
TAFE Queensland
Certificate III - Electrical (Trade)
TAFE NSW
Litter Enforcement -
NSW EPA
Investigative Interviewing and Statement Taking -
NSW EPA
Surveillance Devices -
NSW EPA
Authorised Implanter - Microchips -
RSPCA NSW
Traffic Management Control -
RMS
Authority to possess and use Pentobarbital for the humane destruction of Animals -
NSW Department of Health
Skills
- Legislative principles expertise
- Policy development
- Stakeholder engagement
- Risk analysis
- Team leadership
- Complex investigations oversight
- Conflict resolution
- Process enhancement
- Communication skills
- Collaboration and teamwork
- Relationship building
- Best practice promotion
References
- Mykel Smith, Manager Licenses and Permits, City of Gold Coast, 0466 015 264
- Jo Furey-Lopez, Manager Policy and Standards, 0404 490 485
References
References available upon request.
Timeline
Policy & Project Officer
Tweed Shire Council
09.2024 - 04.2025
Legal Services support officer
Byron Shire Council
07.2024 - 09.2024
Coordinator Animal management
City of Gold Coast
10.2022 - 05.2024
Senior policy officer City laws
City of Gold Coast
04.2022 - 10.2022
Coordinator Ranger Services
Bega Valley Shire Council
01.2020 - 04.2022
Ranger
Bega Valley Shire Council
06.2016 - 01.2020
Customer contact officer
Bega Valley Shire Council
05.2015 - 06.2016
Business owner (self employed)
Crara Pty Ltd
01.2005 - 12.2015
Field workforce manager
Telstra
01.1998 - 12.2005
Sales representative
NHP Electrical
01.1997 - 12.1998
Apprenticeship/Tradesman – Electrical Fitter/Mechanic
Integral Energy
01.1993 - 12.1997
Diploma of Project Management - Information Technology
TAFE Queensland
Certificate IV - Workplace Health and Safety
Pinnacle Safety
Certificate IV - Business (Frontline Management)
TAFE Queensland
Certificate III - Electrical (Trade)
TAFE NSW
Litter Enforcement -
NSW EPA
Investigative Interviewing and Statement Taking -
NSW EPA
Surveillance Devices -
NSW EPA
Authorised Implanter - Microchips -
RSPCA NSW
Traffic Management Control -
RMS
Authority to possess and use Pentobarbital for the humane destruction of Animals -
NSW Department of Health
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