SHANTI RAM PAKWAL
Hackett
Summary
Dynamic communication professional with 18 years of leadership experience in government sectors, specialising in non-clinical operational support within hospital environments. Proven expertise in administrative roles, staff management, and effective workload organisation, complemented by a solid understanding of patient care and support services. Demonstrated success in law enforcement, particularly in managing corruption-related cases while upholding integrity and confidentiality within complex legal frameworks. Strong communication skills, strategic planning, and resourceful record-keeping abilities enhance capabilities in team collaboration and customer service excellence.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Support Service Supervisor (SSS)
University of Canberra Public Hospital
11.2021 - Current
- Perform Support Service Supervisor in leading the PSOs services in the hospital.
- Administrative Support and management as PSO supervisor in assisting various administrative tasks, including managing support services rendered to patients, coordinating equipment facilities and handling correspondence and records.
- Report all the relevant records to the Supervisor colleagues, Manager at Medirest (Contractor), for further course of action.
- Provide Manual handling support to patients and clinical staff, ensuring clinical staff’s focus on direct patient care.
- Patient Liaison as a point of contact for patients and relevant clinical staff on the floor, addressing concerns to enhance the patient experience.
- Coordination of Services as PSOs coordinate non-clinical services such as patient transport, patient assistance and cleaning services.
- Ensure all the support services meet the needs of patients and comply with hospital and ACT Health standards.
- Compliance and Documentation ensuring compliance of all the activities with hospital policies and procedures, meeting the requirements as mandated by the hospital and ACT Health.
- Maintain accurate records for auditing and quality assurance purposes with prior consultation with the Support service supervisor.
- Team Collaboration in working closely with clinical staff, Physiotherapy staff and all other relevant staff, including administrative teams.
- Contribute to a collaborative environment that supports patient-centred care.
Senior Complaint Management Officer (Sr. CMO)
Anti-Corruption Commission (ACC)
08.2018 - 12.2019
- Management of corruption complaints and their case reports in the Department of Professional Support (DoPS).
- Compile corruption complaint lodged and sourced through walk-in complainant, anonymous postal letter, emails, telephone and pro-active complaints.
- Record the complaints in the ACC complaint system record, CIMS.
- Lead the team to conduct a Discreet Inquiry (DE)/Information Enrichment (IE) on sensitive corruption complaint cases.
- Compile a report on DE and present to the Hon. Chairperson (Chief Commissioner), Commissioners, Directors, and Sectoral Head for further course of action.
- Conduct an Action Taken Report (ATR) on action taken against corruption cases from respective organisational offices.
- Compile a report on ATR and present to Hon. Chairperson (Chief Commissioner), Commissioners, Directors, and Sectoral Head for further course of action.
- Overall coordination of the Seized Property Management Division (SPMD) as the Officiating Division Head.
- Assist and coordinate in maintaining an updated record of seized properties at the SPMD and Documents Management Division (DMD), according to court proceedings and judgments/verdicts passed on the cases.
- Periodic presentation of updated records and details of seized properties to the Chairman (Chief Commissioner), Commissioners, Directors, and Sectoral Head for further course of action.
- Timely update on the auction of seized properties and their operational SoPs and guidelines.
- Assist in Corruption investigation based on the corruption case profile (as per the instructions) from the administration.
- Major Achievements:
- Developed SoP for the disposal purpose and auction of seized properties and endorsed as official documentation.
- Successful completion of assigned corruption cases and submitted to the commission for further course of action.
- Remarkable work performance outcomes in carrying out DE/IE, ATR, seized property and documents management.
Vice Principal (VP)
Thangrong Primary School, Ministry of Education
02.2017 - 07.2018
- Assist the principal in performing day-to-day administrative and managerial duties in executing school planning, budgeting, and resource management.
- Strategic planning and development to school development planning.
- Take the lead role of academic leadership, ensuring curriculum implementation and monitoring teaching-learning activities.
- Assist the principal in implementing national education reforms.
- Organise framework and implement staff professional development and academic programs.
- Supervise, evaluate and facilitate teachers and support staff members towards a positive school culture.
- Monitor and regulate student affairs to build student discipline, student leadership, co-curricular and vocational programs.
- Liaise with parents, local leaders, government and education officials to strengthen community and stakeholder engagement.
- Major Achievements:
- Improved student academic performance.
- Implemented standard framework for Staff professional programs and channelised resources, including funding and expertise from the District Education Office.
- Instituted career and guidance counselling program in the school as a major form of student support services.
- Executed national physical education exchange program involving country diplomats and guest official from the Japan International Cooperation Agency (JICA).
Career and Guidance Counsellor
Pelrithang Middle Secondary School, Ministry of Education
02.2015 - 12.2016
- Provide all forms of counselling services to the students
- Address students to the needs of Career and educational guidance
- Assist students in planning their informed decisions and educational career pathways.
- Conduct various counselling programs as per the national framework through professional supervision and advocacy outlets
- Implement standard national school-based counselling plans and procedures with a high level of confidentiality and ethical practices
- Maintain all forms of counselling activity records and submit an annual report to various stakeholders.
- Major Achievements:
- Enhanced growth in students’ positive development.
- Infusion of teachers’ role and counselling approaches in School Professional Development programs.
- Better-quality involvement in providing counselling services to students from teachers, parents and the community.
Science Teacher/Technical & Vocational Education Training (TVET) Focal Person
Yebilaptsa Middle Secondary School, Ministry of Education
02.2007 - 12.2014
- Coordinate and implement TVET curriculum through various outlets
- Conduct standardised TVET programs in the school
- Provide student guidance and career counselling awareness activities, including career fairs, workshops and industrial site exchange programs.
- Facilitate teacher training for TVET teachers through professional development programs
- Execute industrial collaboration and internship channels through apprenticeship programs
- Manage resources including equipment, materials and budgets.
- Monitor and evaluate TVET through assessment tools from the Education Ministry
- Maintain all forms of TVET activity records and submit reports to all the stakeholders as mandated.
- Major Achievements:
- Increased student participation in TVET programs
- Inclusion of TVET awareness in teacher professional development
Education
Post Graduate Diploma in Guidance and Counselling -
Samtse College of Education, Royal University of Bhutan
Bachelor of Education - Secondary Science
Samtse College of Education, Royal University of Bhutan
Diploma of Leadership and Management - undefined
Australian Workplace Skills Institute
01.2024
Master of Communication - Marketing
University of Canberra
01.2021
Skills
- Complaint handling
- Task delegation
- Service order flow
- Emotional intelligence
- Supervisory role experience
- Microsoft Excel
- Decision-making
- Problem resolution
- Task prioritization
- Client relations
Accomplishments
- Supervised a team of 20 staff members.
Certification
- 2019: Integrated Training Course on Anti-Corruption Studies, Malaysia Anti-Corruption Academy, Kuala Lumpur, Malaysia.
- 2018: Certified Career and Guidance Counsellor, Bhutan Board of Certified Counsellors, Thimphu, Bhutan.
Languages
Hindi
Professional Working
English
Full Professional
Nepali
Full Professional
Timeline
Support Service Supervisor (SSS)
University of Canberra Public Hospital
11.2021 - Current
Senior Complaint Management Officer (Sr. CMO)
Anti-Corruption Commission (ACC)
08.2018 - 12.2019
Vice Principal (VP)
Thangrong Primary School, Ministry of Education
02.2017 - 07.2018
Career and Guidance Counsellor
Pelrithang Middle Secondary School, Ministry of Education
02.2015 - 12.2016
Science Teacher/Technical & Vocational Education Training (TVET) Focal Person
Yebilaptsa Middle Secondary School, Ministry of Education
02.2007 - 12.2014
Bachelor of Education - Secondary Science
Samtse College of Education, Royal University of Bhutan
Diploma of Leadership and Management - undefined
Australian Workplace Skills Institute
Master of Communication - Marketing
University of Canberra
Post Graduate Diploma in Guidance and Counselling -
Samtse College of Education, Royal University of Bhutan
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