Susana Sanchez

Company Overview: Providing primary and related healthcare services in Victorian men's public prisons.

• Lead Administration Team at at Loddon and Middleton Prison Medical Centres.
• Support Healthcare Staff and Professionals with administrative needs.
• Managed purchasing of office, medical supplies and equipment.
• Maintained strict confidentiality in handling sensitive company information and documents, ensuring secure storage and disposal procedures.
• Managed and organised visitors and professionals to both Prison sites.
• Trained all staff in the use of GEO Healthcare systems and Corrections Victoria systems and offer technical support when needed.
• Collaborated cross-functionally with colleagues on special projects involving data analysis, reporting or presentations to streamline the decision-making process.
• Co-ordinated and participated in monthly Quality and Safety Meetings, preparing agendas and taking meeting minutes.
• Communicated with internal and external stakeholders scheduling clinic days for primary health and allied services across both sites.
• Trained and supervised employees on office policies and procedures.
• Remained solutions-oriented in face of complex problems to assist management and overall business direction.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
• Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
• Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
• Increased customer satisfaction with prompt and accurate issue resolution, leading dedicated customer service team.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Devised and implemented processes and procedures to streamline operations.

Company Overview: Water and Sewer Civil Maintenance Services to Water Authorities and other Facility Management Organisations in Greater Melbourne, Central Highlands and Barwon Regions.

• Reduced operational costs through thorough analysis of budgets, identifying areas for improvement and cost-cutting measures.
• Oversaw human resources functions such as recruitment, onboarding, training, and performance evaluations to maintain a skilled workforce in the region.
• Prepared invoicing, quotations and costings to clients for civil maintenance services and capital project works.
• Organized and updated databases, records and other information resources.
• Identified opportunities to streamline processes and improve office operations and efficiency.
• Prepared reports on project and service performance on a weekly basis including costings, revenue, and project and contract requirements.
• Enhanced office efficiency by streamlining administrative processes and implementing time-saving procedures.
• Managed inventory and office expenditure and budgets.
• Developed strong relationships with key stakeholders to foster collaboration and drive business growth within the region.
• Implemented standard operating procedures across all departments to maintain consistency in daily operations and facilitate seamless collaboration between teams.
• Created reports, presentations and other materials for Clients and executive staff.
• Completed weekly payroll for approximately 15 employees.
• Collaborated with other regional managers to share best practices, streamline operations, and increase overall organisational efficiency.
• Managed a team of office staff, providing support, guidance, and ongoing professional development opportunities to ensure high-quality performance.

Company Overview: Water and Sewer Civil Maintenance Services to Water Authorities and other Facility Management Organisations in Greater Melbourne, Central Highlands and Barwon Regions.

• Conducted regular field audits at civil maintenance sites to maintain adherence to ISO 9001, ISO 45001 and ISO 14001 standards and regulations.
• Entered data, generated reports, and reported to Water Authorities daily.
• Reduced non-conformances with thorough root cause analysis and effective corrective actions.
• Managed customer complaints efficiently, resolving issues promptly while minimising negative impact on business operations.
• Developed a culture of continuous improvement within the organisation by encouraging team members to identify opportunities for enhancement and facilitating their efforts to implement those changes.
• Trained team members on quality assurance best practices, enhancing their understanding of the importance of maintaining high-quality standards.
• Enhanced team communication by implementing weekly coordination meetings and regular update emails.
• Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
• Developed monthly, end-of-quarter and other statistical reports for leadership team on quality improvement.

Company Overview: High Security Men's Public Prison

Prison Officer (COG 2A) - Squad 3, 2014

• Managed complex and high-profile prisoners in a High Security and Mainstream environments, including protection prisoners, serious violent offenders, sex offenders and complex case offenders.
• Assisted in the reduction of recidivism rates through effective communication, conflict resolution, and case management techniques whilst case managing up to 12 or more prisoners carrying out quality case management practices under the Offender Management Framework: quality case management practices - assessing, planning, implementing, and reviewing offender.
• Maintained the security and good order of the prison and complied with all relevant legislation, policies, and procedures in accordance with the Corrections Act 1986, Corrections Regulations 2009, Deputy Commissioner's Instructions and Local Operating Procedures.
• Assisted in the reduction of recidivism rates through effective communication, conflict resolution, and case management techniques.
• Participated in ongoing training courses for continuous professional development in correctional practices.
• Developed strong relationships with community organisations to support prisoner transition back into the community post-release successfully.
• Coordinated with external agencies such as parole boards and external providers for successful reintegration of prisoners into society upon release.
• Prepared, processed and maintained forms, reports, logs, records, and activity journals.
• Managed high-risk situations calmly and effectively, using de-escalation techniques when necessary.
• Provided first aid and emergency response services as needed, prioritizing prisoner safety and wellbeing.

Relief Position: Offender Management Officer

• Conducted Offender Management duties in a relief position, reviewing and assessing offenders and participating in Case Management Review Committee (CMRC) meetings.
• Co-ordinated and attended Sentence Management Division (SMD) and Major Offenders Unit (MOU) meetings and recorded case notes in prisoner Individual Management Files (IMF's) to ensure offenders were on track with their personal goals and rehabilitation.
• Assisted with the ongoing training and mentoring of staff in quality case management practices in accordance with the Offender Management Framework.
• Conducted internal IMF Audits to meet Service Delivery Outcome (SDO) 23 – Quality and Compliance of Individual Management File and Case Notes.
• Conducted external IMF Audits at both Marngoneet and Kareenga Prisons and communicating Service Delivery results to all internal and external stakeholders.
• Attended quarterly Offender Management Forums with Offender Management staff from all Victorian Prisons.

Relief Position: Aboriginal Liaison Officer (VPS3)

• Assisted as relief Aboriginal Liaison Officer (ALO) when required, assisting with cultural support, case management, welfare enquiries, Koori Men’s Shed and funeral applications.
• Developed strong working relationships with external partners, strengthening collaboration on joint initiatives.
• Facilitated negotiations between internal departments and external partners to reach mutually beneficial agreements.
• Managed conflict resolution, ensuring positive outcomes for all parties involved in disputes or disagreements.

Senior Education Officer (VPS4) (Relief Position)

• Assisted in a relief position as Senior Education Officer overlooking the Education Contract with subcontracted education teachers staff.
• Assisted students in the delivery and management of distance education support services.
• Participated and coordinated weekly meetings with Education Organisation Managers and Vocational Manager on current issues including Service Delivery Outcomes and improvements.
• Advised on policy development contributing insights on key issues impacting student achievement and success.
• Co-ordinated local performance reporting on Service Delivery Outcomes - SDO 15 and SDO 16 including analysing data and preparing reports and briefings to Vocational Manager, Education Organisation Managers, Programs Coordinator and Corrections Victoria Senior Staff.
• Conferred and resolved education-related issues and problems with students, education staff and management.

Secondment - Offender Management Officer (Senior COG 2B) 12 month fixed term at Metropolitan Remand Centre, Ravenhall

Offender Management Officer COG2B (Relief Position) – H.M Barwon Prison

• Conducted Reviews and Assessments of prisoners and co-ordinated Case Management Review Committee (CMRC) meetings for quarterly prisoner inductions and reviews to ensure they were meeting their local plan goals.
• Conducted one on one training and group training sessions to all prisoner officers, Senior Officers and Supervisors on quality case management in accordance with the Offender Management Framework to improve Service Delivery outcomes with an overall improvement after 6 months in reaching the benchmark, and sustained after 12 months since training began.
• Conducted training to new recruits on the Offender Management Framework and case management of prisoners under the guidance of the Offender Management Division.
• Conducted internal IMF Audits to meet Service Delivery Outcome (SDO) 23 – Quality and Compliance of Individual Management File (IMF) and Case Notes.
• Communicated feedback to all staff on their training progress and audit results.
• Conducted external IMF Audits at Dame Phyllis Frost Centre on a monthly basis and communicated results to all internal and external stakeholders.
• Attended quarterly Offender Management Forums with Offender Management staff from all Victorian Prisons.
• Assisted in the development of new policies and procedures to improve overall prison operations.
• Coordinated with external agencies such as parole boards or social services for successful reintegration of inmates into society upon release.
• Utilised problem-solving skills to address prisoner grievances, resolving issues and ensuring a fair resolution for all parties involved.
• Improved communication between staff members through regular meetings addressing concerns or sharing updates on quality case management.

• Performed Reception duties, answered telephone and greeted clients.
• Performed cashbook receipting for rental trust account accurately.
• Prepared proofs for advertising and editorials for the agency.
• Assisted Property Manager and Sales Agents with all other administration duties as required.
• Communicated with conveyancers and solicitors on client matters.
• Processed applications efficiently by conducting thorough background checks and verifying references to select qualified tenants.
• Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
• Increased tenant satisfaction by promptly addressing maintenance requests and resolving issues efficiently.
• Conducted regular property inspections to identify potential issues and ensure compliance with safety regulations.
• Maintained accurate records of all transactions, ensuring timely reporting to senior management and owners.
• Established strong, professional relationships with residents by promoting team collaboration and delivering exemplary service.
• Escalated major issues to property manager for immediate remediation.