Susan Jane Patterson

Quality Assurance Officer duties at the National Redress Payments scheme include assessing determinations against legislative parameters, internal policy, external research and information management requirements. The determinations relate to redress payments for survivors of Institutional abuse.

• Firstly it is a requirement to perform checks regarding the legitimacy of applications.
• The information used for determination is qualified against the appropriate legislative parameters, the document is re-formatted if required and spell checked for accuracy.
• Additionally, I communicate high quality feedback and guidance (written and verbal) to independent decision makers and team leaders to assist in drafting of final determinations.
• I comply with departmental record keeping practices.
• During scheduled meetings we are required to share knowledge among independent decision makers and support staff.

As a Housing manager I performed numerous duties that assist tenants to maintain their tenancies with ACT Housing.

These duties include

• Providing quality customer service to a diverse range of clients. This involves utilising the business systems and recording information in line with the rules. A large amount of this includes Debt reports and solutions.
• Developing and maintaining an understanding of the relevant legislation, policies and procedures plus using them effectively in the workplace.
• Communicating effectively, both orally and written which helps with interpersonal relations and problem solving. I develop effective relationships with clients and support services in this way.
• I meet tight deadlines and achieve measurable results while maintaining my attention to detail.
• I work co- operatively in a team environment and responsibly when independent, always using team resources effectively I undertake research on client service visits and am able to provide sound advice.
• I have a demonstrated commitment to upholding the Departments Respect, Equity, Diversity framework as well as the Directorates work health and safety system.
• I strive to understand clients circumstances and assist them to access services that enhance their tenancies and their individual lifestyles.

While engaged in this role I was involved in assessing non-compliance in Australian Government social, health and welfare systems. Fraud Division delivers targeted review programs to aid compliance and undertakes prevention, fraud detection and investigation activities relating to non-compliance. Fraud control planning, monitoring and reporting activities were also undertaken. As Customer Compliance Officer, I worked under the support and general direction of leadership groups and was decision-maker within defined legislative, policy and procedural parameters. Compliance Officer duties included assisting customers across an extensive range of payments, programs and services via one or more service delivery channels.
A key responsibility was to undertake compliance education with customer's and stakeholders, assisting customers to understand entitlements and obligations, additionally supporting operations where applicable and collaborating with others in providing compliance services.
On a daily basis I;

• Managed incoming calls from participants, providers, staff and other members of the public.
• Undertook assessment of activity in accordance with relevant legislation, APS guidelines and authorised process.
• .Adhered to strict schedules, met deadlines.
• Championed a customer-first culture within the support team, resulting in higher overall satisfaction levels and increased client retention rates.

• (Maternity leave position) This role required providing excellent service to a diverse range of clients, being the first point of contact, who was responsible for positive outcomes for both client and company.
• This role often required finding solutions for disgruntled and demanding customers across multiple brands in Pharmacy channel.
• Required to set and achieve sales budgets and targets.
• The personal workload was planned by myself and priorities set to ensure performance targets were exceeded across the territory.
• Maintenance of monthly financials in a timely fashion, in addition to negotiating deals, action new lines within set timeframes, employed advanced problem-solving skills on daily basis and I also developed new business.

• In this role, I increased revenue by 674% in first quarter of employment.
• I developed efficient call cycle's, plus originated a new information management system that was implemented Australia wide.
• While engaged, excellent service was provided to an extremely diverse range of clients, always acting as the first point of contact. It was my duty to set and exceeded sales budgets and targets.
• As Area Manager it was encouraged to arrange numerous highly successful product demonstrations and presentations both in stores and at national trade fairs.

My other duties included:

• Maintaining monthly financials.
• Negotiated deals.
• Actioned new lines within timeframes .
• Utilised existing extensive problem-solving skills on daily basis and developed new business.
• Facilitated the accurate and timely provision of reports

• Service Police Central Records Office (SPCRO) Supporting Defence Abuse Response Taskforce (DART) the Millennium Project. While employed on Millennium project, my primary task was to assess, process and accurately enter details of criminal acts, in relation to ongoing criminal investigations onto the Departments CRMS - Objective.
• Records that have resulted from my work will be utilised in the upcoming Royal Commission into abuse within the Department of Defence.
• In this role, I constantly relied on my existing skills to operate as an effective team member in a busy, extremely challenging and changing environment.
• Information that we were required to process while engaged on the Millennium project was of highly sensitive and confidential nature.

• Computer-based role which used Word, Excel and Scand all too accurately convert Defence member's health records to digital format, within tight timeframes. They were then uploaded onto Members individual electronic records.
• This role also included storage and retrieval of physical files.
• In addition, I participated on a project with a small team for Australian Navy which was known as MIRMER and added records as attachments to members record received from Navy bases Australia wide, this was highly specialised work which required strict attention to detail and used specialist programs developed exclusively for the project.
• My success whilst engaged in this role led to being invited to join the DART team.