Summary
Overview
Work History
Education
Skills
Timeline
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Thomas Francis

Sunshine North

Summary

I have worked for the Australian Public Service since 2001, working for Centrelink / Services Australia. I pride myself on my ability to continue to work with a strong customer centric focus, delivering the best outcomes for the Australian Public.

Knowledgeable Programme Support Officer with strong background in providing exceptional support and maintaining efficient workflows. Proven track record in resolving issues promptly and enhancing team productivity. Demonstrated proficiency in communication and problem-solving, ensuring smooth operations.

Overview

18
18
years of professional experience

Work History

Programme Support Officer

Services Australia
09.2020 - Current
  • Sourcing & Providing COVID Disaster Payment data urgently for senior executives for the purpose of monitoring how many recipients transition from CDP to an Income Support Payment. This enabled senior executive to forecast anticipated increase in claims & managed resources accordingly.
  • Contributed to development of the Assurance Framework
  • Helped in the preliminary development of the data dashboard
  • Conducted UAT and BVT Testing
  • Worked on development of interim data reports for the Executive
  • Proof of our hard work reviewing RSS data is evident as out National Manager has advised to stop our deep dive as core issues have been identified, resulting in a move to a place mat document.
  • Engaged in conversation with colleges with reference to innovation and building a branch wide ‘Toolbox’, which will be used to ensure and maintain consistent standard of framework for all assurance work.
  • Re-establishing quality assurance framework.
  • Conducting a quality assurance deep dive into RSS results, which has not been touched on for some time.
  • The work I was involved in doing was able to clearly highlight the RSS methodology was problematic and skewing the interpretation of payment accuracy results.

Conformance Assessment Officer

Services Australia
07.2018 - 09.2019
  • Use critical and strategic thinking to analyze data
  • Examine information to ensure the correctness of payments, debt raising calculations and/or debt recovery arrangements.
  • Maintain and establish relationships with internal and external stakeholders.
  • Research and examine complex cases for assessment of health and welfare payments
  • Write and coordinate a range of written materials including business cases and conformance assessment reports for review by executives.
  • Manage and support a team, including performance, allocating workloads, attendance, and health and wellbeing of staff.
  • Identify trends and report on control weaknesses to inform the development of preventative measures to reduce the impact on the integrity of government outlays
  • Critically involved in identifying areas of improvement for multiple income support payments and programmes which would result in less payment leakage and lower ability fraud action to occur

Fraud Analyst

Services Australia
10.2007 - 09.2013
  • Evaluated customer data to identify and prevent fraudulent activities.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Performed risk assessments to determine level of fraud risk and prioritize investigations.
  • Tracked fraud cases and monitored trends to develop strategies for prevention.

Education

Degree Title -

School
12.1998

Skills

  • Alliance building
  • Recruiting
  • Budget management
  • Business processes

Timeline

Programme Support Officer

Services Australia
09.2020 - Current

Conformance Assessment Officer

Services Australia
07.2018 - 09.2019

Fraud Analyst

Services Australia
10.2007 - 09.2013

Degree Title -

School

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