Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Suzanne (Suzie) Holland

Narangba,QLD

Summary

Knowledgeable Delegate with proven history of engaging in high-level delegations with relation to the provision of compensation services to Veterans' and stakeholders with sound decision-making processes. Liaison with internal and external stakeholders to deliver guidance and support using a trauma-informed lens and a Veteran-centric approach. Demonstrated strong communication and organisational skills in managing complex and non-complex claims.

Overview

28
28
years of professional experience

Work History

Accredited Delegate

Client Benefits Division, DRCA Permanent Impairment, Department of Veterans' Affairs
12.2024 - Current
  • Conduct thorough research on Permanent Impairment claims, providing accurate information to inform decision-making processes and outcomes.
  • Excellent attention to detail, research skills and interpretation of Departmental legislation, policies and procedures
  • Collaboration with cross-functional teams, such as MRCA Permanent Impairment and Client Co-Ordinated Support teams to develop strategies that advanced Veteran-centric, trauma informed care with Veterans and stakeholders
  • Being available to engage in further training opportunities.
  • Manage own email inbox for incoming documentation and respond to Veteran and/or stakeholder requests in a timely manner.
  • Being available and ready to receive incoming Veteran and/or stakeholder calls.
  • Demonstrated experience making evidence-based decisions in a face-paced work environment.
  • Ability to learn new tasks and apply information learnt.
  • Ability to manage and organise workload with competing priorities.
  • Maintain detailed records of claims outcomes, ensuring transparency and clear documentation of decisions made during Veteran and stakeholder contact.
  • Provide mentorship to Claims Support Officers and Delegates, offering training and guidance on best practices for success within the role.
  • Sound computer skills
  • Evaluate performance metrics regularly to identify areas for improvement and implemented necessary changes.
  • Establish and maintain a strong rapport with fellow team members, promoting a positive working environment and increased collaboration.
  • Active participation in team and whole of DRCA Permanent Impairment meetings for continued learning and collaboration.
  • Attend public gatherings, community events and direct relations to provide ongoing support to current members of the Australian Defence Force, to Veterans' and their families

Claims Support Officer

Client Benefits Division, DRCA Permanent Impairment, Department of Veterans' Affairs
11.2023 - 12.2024
  • Contacted Veterans' and/or stake holders to begin the Permanent Impairment claim process and provided guidance in every step in this process, case noting all email and phone contact.
  • Consistently demonstrated high level of client service skills, including phone and written contact skills with Veterans and stakeholders.
  • Trained and provided mentorship to new Claims Support Officers.
  • Created and emailed medical reports for health professionals to complete on behalf of the Veteran
  • Undertook timely record management using correct titling protocols.
  • Worked with Veterans and/or stakeholders to provide timely and accurate information to progress their claims or to access supports.
  • Participated in ongoing professional development opportunities to stay current with Department trends and best practices, ensuring top-quality service delivery at all times.
  • Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
  • Managed high call volumes while maintaining exceptional quality of service and professionalism at all times.
  • Coached team members through day-to-day work and complex issues.
  • Managed own and team email inboxes for incoming claim documentation, resolving enquiries from clients then or providing information to relevant team member/s.

Housing Officer

Department of Housing, Queensland Government
12.1997 - 11.2023
  • Calculated tenant rent amounts to prepare leases and contracts.
  • Reviewed documentation and input data into computer system to complete eligibility process, re-certifications and tenant move-outs.
  • Maintained database of housing resources, landlords and management companies.
  • Coordinated with local agencies to provide housing and prevent homelessness and decrease homelessness in local area.
  • Oversaw housing plans for clients to promote timely transition to permanent housing and appropriate usage of housing subsidies.
  • Developed strong relationships with local agencies for assistance in resolving tenant issues or disputes.
  • Ensured compliance with federal, state, and local housing regulations through diligent monitoring of property conditions.
  • Provided ongoing support to tenants facing financial difficulties by connecting them with appropriate resources or payment plans as needed.
  • Improved tenant satisfaction by addressing housing concerns promptly and efficiently.
  • Resolved tenant conflicts effectively, promoting a harmonious living environment for all residents.
  • Collaborated with maintenance teams to prioritize repair requests for prompt resolution of issues affecting residents'' quality of life.
  • Managed the eviction process when necessary, adhering to legal requirements and ensuring fair treatment of all parties involved.
  • Provided leadership, guidance and support to staff members.
  • Participated in community events to promote services and engage with public.
  • Established and maintained relationships with key stakeholders.
  • Assessed community needs and identified resources for social and community service programs.
  • Met with housing residents and landlords to answer questions, address concerns and clarify policies and procedures.
  • Conducted home and apartment inspections to identify safety issues and needed repairs.

Education

Bachelor of Health Science -

Endeavour College of Natural Health
Brisbane, QLD
09-2016

Skills

  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Effective communication
  • Adaptability and flexibility
  • Relationship building
  • Team collaboration

Accomplishments

  • Supervised team of 14 team members as a Claims Support Officer when I was training and mentoring new Claims Support Officers.
  • Achieved client satisfaction by completing assessment and determinations of claims liaising with Co-Ordinated Client Support to provide trauma-informed Veteran-centric care with accuracy and efficiency.
  • Used Microsoft Excel to develop my own claim-tracking spreadsheet which shows at a glance the status of current and past claims and their outcomes, including Veteran and Stakeholder contact.
  • I have been awarded with the 'Quiet Achiever Award' in April 2024 for consistent and positive Veteran-centric support and care and 'Team Achievement Award' in October 2024 for assisting with the training of new Claims Support Officers and helping them achieve accreditation.

Timeline

Accredited Delegate

Client Benefits Division, DRCA Permanent Impairment, Department of Veterans' Affairs
12.2024 - Current

Claims Support Officer

Client Benefits Division, DRCA Permanent Impairment, Department of Veterans' Affairs
11.2023 - 12.2024

Housing Officer

Department of Housing, Queensland Government
12.1997 - 11.2023

Bachelor of Health Science -

Endeavour College of Natural Health
Suzanne (Suzie) Holland