Tyler Kelly

• Make decisions under the Act to decline investigations of complaints as appropriate. This may be on discretionary, jurisdictional or other grounds.
• Identify complaints that may require investigation under the Act and transfer accordingly.
• Manage complaints about any parliamentary agencies and departments and/or specialist areas (vocational education, overseas student, private health, and postal matters
• Review and prepare written correspondence to address complex and sensitive customer complaints and inquires.
• Assessment of government decisions and matters of administration about which complaints are made
• Communicate effectively with complainants, the public and agencies both verbally and in writing.

● Manage and process requests under the Freedom Of Information Act 1982

● Liaise with a wide range of internal and external stakeholders on FOI matters

● Consistently manage and assess competing priorities for up to 30 matters at a time.

● Provide accurate, consistent and timely advice to staff on the operation of the FOI Act

● Prepare and review written correspondence that accurately and clearly demonstrates the decisions made in line with the FOI ACT 1982

● Review various documentation (including call recordings) and apply the FOI ACT 1982 when and where deemed appropriate.

● Manage staff work and train them in undertaking relevant processes including telephone calls with external stakeholders

● Manage staff work schedules, KPI targets, training and allocate the relevant work for day to day processing

● Make decisions on staff performance and conduct relevant quality assessments when needed

● Escalate non-routine issues on behalf of team members to relevant senior staff

● Manage team time sheets and ensure they are completed correctly

● Ensure all team members adhere to their contracts and the departments code of conduct

● Gather and analyze information to make decisions and provide recommendations for review by senior staff

● Resolve routine and non-routine issues, refer stakeholders to appropriate business area and/or escalate to senior staff

● Manage staff work schedule and all associate aspects, including telephone calls, electronic diary appointments and organization of meetings and relevant paper work

● Participate in quality assurance activities and check adherence with relevant procedures and legislation

● Assess and analyse customer data, records and eligibility to assess a customer’s entitlements, requirements and obligations to ensure accurate health and welfare support payments are provided.

● Assess documentation, evidence and declarations provided from customers and third parties to assist in making decisions based on legislative parameters.

● Liaise with stakeholders to resolve complex assessments and escalate where required

● Conduct customer interviews over the phone to verify customer information and data, such as proof of Identity.

● Update customer records based on information provided by customers at interviews or information from third parties.

● Actively promoting, demonstrating and, where appropriate, referring customers to the department’s self-managed and digital service.

● Assist customers to access, navigate and interpret services across a range of different services.

● Actively demonstrate and, where appropriate, refer customers to the agency’s self-managed and online services.

● Resolve customer enquiries and escalate where appropriate through formal channels.

● Assess customer needs, requirements, entitlements and obligations.

Facilitate payments to customers, including payments made by customers.

● Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.

● Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.