Organisation: North Sydney Council
Job Title: Document Management Officer
Word Limit: 350 – 500 words per criterion
Location: North Sydney
Previous experience working in an electronic document, records, or information management environment
Throughout my career working in commercial, public and private sectors, I have been actively involved in managing electronic documents, records and information management systems. This is best demonstrated by my experience with the Penrith Disabilities Resource Centre (PDRC) where I am retained in a voluntary capacity as an Information Officer and executive management board member. The PDRC is funded by the Ageing, Disability and Home Care (ADHC), Department of Human Services to provide resources to, and support people with disabilities who live, work and utilise services based in the Penrith Local Government and surrounding areas.
Overseeing operations throughout the organisation, I am responsible for managing and maintaining databases, information catalogues and web resources, ensuring that all information is safe, secure and easily accessible. The majority of PDRC’s information is maintained on an electronic database, in addition to a range of pamphlets, magazines and other disability specific literature available to the community. With the goal of providing a regional advocacy, information and referral document management service, I respond to queries and provide information to people with all types of disabilities, their families, carers, advocates and other service providers. This involves acting as the main point of contact for people wishing to access this information, selecting the most relevant information for them and training people on how to use the organisation’s internal databases and catalogues.
Over the past 12 months, I have enjoyed the opportunity to take on increasingly senior responsibilities and was nominated to join the PDRC executive committee as a Secretary to replace Federal Member, Fiona Scott. Since stepping into this role, I have been responsible for ensuring regulatory compliance, initiating the implementation of policies and procedures, planning and innovation, monitoring of finances and budgeting, as well as performing secretarial duties and administration. Additionally, to ensure that that the security, accessibility and quality of the information remain consistent, I have been actively involved in conducting information audits.
In my capacity with the PDRC, I am not only responsible for storing, categorising and maintaining databases, I also identify and procure valuable information for the organisation and contribute to community services. For example, I have been actively involved in joint projects with the PDRC and the Penrith City Council to increase resident participation in the community and improve the distribution of relevant information. I am confident my ability to manage and develop the procurement, supply and distribution of information, will allow me to effectively support the needs and objectives of the North Sydney Council.
Certificate in Records Management or related discipline or willingness to obtain
Currently working in a volunteer capacity to further my skill set and provide a valuable service to the community, I am eager to secure a permanent position that will allow me to continue my personal and professional development. Throughout my life, I have displayed an interest in excelling and progressing, and genuinely enjoy adding to my key competencies in order to advance my career. While I do not currently possess a Certificate in Records Management, I would be willing to obtain one with the North Sydney Council or through an external provider. I am confident that my practical experience in records and information management will support me in the achievement of further training and education in this field.
Demonstrating my commitment to lifelong learning, I have completed numerous courses throughout my career to further my development. For example, while seeking sustainable career options, I took the initiative to explore a new career path and began a vocational research project to determine the viability of an online travel database and agency specialising in travel and relevant services for people with a disability. I recently completed a Diploma of Tourism and a Certificate III in Retail Travel Sales to support this endeavour.
Prior to this, I held several positions in security and risk management, including Field Supervisor, Duty Manager and Security Operations Coordinator. Additionally, I owned my own business as a licensed Security Consultant and Managing Director of Maverick Security and Protection Services. Taking ownership and accountability for my career, I completed a number of courses designed to improve my performance and the performance of my business. These include a Certificate IV in Security and Risk Management, Certificate IV in Security and a Certificate IV in Small Business Management.
As a career-minded and driven individual, I strongly believe that with the right opportunities anything is possible, even for people with a disability. I have thoroughly enjoyed engaging with diverse groups of people and organisations in my current role with PDRC, whilst expanding my skill set to build a rewarding new career. I look forward to further education and using my transferrable skills to achieve career success in a role where I can make a valuable contribution to an organisation and the community.
Knowledge of Privacy and Public Access principles
In my current capacity as Information Officer with the PDRC, I have gained a strong working knowledge of privacy and public access principles. As part of the executive management committee, I am responsible for ensuring the compliance of relevant issues regarding the collection, use, storage, and access of information. This includes complying with all relevant Acts and regulations of Parliament, as well as standards and other mandatory requirements to maintain the integrity and security of the PDRC document management system.
All staff and volunteers at the PDRC have an obligation in their day-to-day practices to adhere to and implement the privacy principles and practices established by legislation and privacy related policies and guidelines. Actively involved in periodic audits of standards and procedures to maintain accreditation, I oversee these staff and volunteers on a daily basis to ensure that all information is processed to conform to privacy and confidentiality requirements. For example, each advocate maintains their own individual portfolio of clients that is password encrypted and should a client need to be referenced to at any time, only initials are used in order to protect the identity of the client. Additionally, when hard copies are required to be kept, they are stored in a secure, double-locked environment.
To maintain responsible and accountable practices, I have developed a thorough understanding of the Freedom of Information Act 1989, Privacy and Personal Information Protection Act 1998, Local Government Act 1993 and State Records Act 1998 as they relate to the disclosure of information. This is further supported by my completion of a Certificate IV in Small Business Management and related modules in record keeping and legal administration. I have applied this knowledge to ensure compliance and confidentiality of client information at all times.
With regards to specific privacy and public access processes within the PDRC, I am bound by confidentiality and privacy regulations as per our constitution and Federal privacy laws, as well as the New South Wales (NSW) Disability Service Standards accreditation agreement and obligations relevant to Government funding. However, our process and systems of work are continuously checked and audited, with various statistics recorded in relation to this area. I would apply my superior knowledge and skills in this area to uphold the integrity of the North Sydney Council at all times to ensure an efficient, effective and reliable electronic document management service.
Superior computer literacy with excellent keyboard proficiency
My substantial knowledge of contemporary software packages, databases and information management systems has been acutely developed throughout my career, allowing me to utilise a broad range of computer operating systems and applications to effectively carry out my responsibilities. During my studies at TAFE, my keyboard proficiency was formally tested, confirming a typing speed of 40 words per minute and 99% data accuracy.
Using these accurate typing skills and ability to design user-friendly documents, I have demonstrated experience in using Microsoft Office program design tools and software to present professional information in a variety of formats in accordance with style guide requirements. This includes, but is not limited to, word processing of reports, company documents, executive summaries, stakeholder correspondence and monitoring existing documents to ensure that they remain up-to-date.
In my current role as Information Officer, I am responsible for the capture, registration, retrieval and storage of all documentation to inform and support people with disabilities. To do this, I use Microsoft Word, Excel and Access tools to store the information in accordance with all policies and procedures. For example, client information is stored in password-encrypted files, specific to the individual Information Officer. In regards to everyday services, organisations, community groups and resources, this information is manually entered into our electronic database and transferred to our website via WordPress.
Maintaining a comprehensive understanding of the capabilities and features of relevant software, I am able to respond to enquiries in a timely manner to ensure a reliable and effective document management service. Further displaying my superior computer literacy skills, my experience as an Australian business owner allowed me to develop an in-depth understanding of financial and payroll applications such as MYOB in order to maintain bookkeeping records and prepare BAS quarterly statements. It was during this time in security and risk management that I demonstrated my ability to gain a rapid understanding of new programs and systems to support the achievement of workforce objectives.
For example, I became highly proficient in complex security operating systems and access control systems in order to dispatch mobile patrol and response units. Additionally, I effectively utilised these systems to record and monitor data that could later be easily retrieved to generate reports and perform quality assurance assessments. With the ability to maintain focus and achieve results through the application of technology, my superior computer literacy and excellent keyboard proficiency will allow me to effectively carry out the duties of the Document Management Officer.
Demonstrated high levels of written and verbal communication
A confident and experienced communicator, I have developed the innate ability to tailor my communication to my audience in order to deliver relevant information to suit the needs of the enquirer. I possess superior written and verbal communications skills supported by more than 15 years of career success in security and risk management, customer service, team leadership and community services. I strive to meet stakeholder needs through effective questioning, active listening and careful analysis of information, as well as the provision of services and solutions in accordance with organisational guidelines.
Throughout my career, I have assumed a high level of responsibility that has demanded exceptional communication skills, including supervising staff, working closely with executive teams, facilitating training and managing sensitive and confidential customer queries. This is best demonstrated in my current role as Information Officer where I provide a regional disabilities information, referral and advocacy service both in person and over the phone to support individuals with a disability. Accustomed to liaising at a senior level, I am comfortable consulting and negotiating with colleagues, supervisors, volunteers, Government bodies and community organisations on a variety of topics.
My ability to communicate effectively in writing has been demonstrated through completion of higher-level education, combined with extensive experience in a corporate environment where I have delivered information in the form of policies, procedures, reports and official correspondence. This has provided me with systematic training in professional and clear communication and allows me to communicate with key stakeholders at all levels. Effective communication is the most important issue in any organisation and I endeavour to be clear and concise at all times to mitigate the risk of confusion or misunderstanding; common factors that may lead to conflict in the workplace.
My high-level communication skills have been instrumental in my ability to engage others and influence outcomes in order to build relationships that are formed on mutual trust and respect. With a proven record of accomplishment for delivering tangible results, my internal and external customers know that they can rely on me to work in partnership with them to achieve positive outcomes. Supervisors and colleagues have often commended me for my clear speaking manner, as well as my understanding and empathetic attitude. With the presence, experience and gravitas to represent an organisation at all levels, my professionalism, confidence and cooperation will be a great asset to the North Sydney Council.
Superior time management, organisational and analytical skills
Throughout my career, I have demonstrated superior time management and organisational skills across a range of valuable functions, including project management, information services and risk and compliance. In my capacity with the PDRC, I am responsible for managing and exploiting internally produced information, as well as sourcing materials from outside organisations, and have demonstrated my ability to effectively organise all information to ensure that it is easily accessible. Additionally, I am often responsible for managing several projects and initiatives at a time, in addition to my daily information management tasks.
For example, as Secretary of the executive board committee, I was actively involved in preparing the PDRC for the implementation of the National Disability Insurance Scheme to ensure the organisation remained up-to-date with industry regulations and best practice methodologies. This project required me to use strong analytical skills to identify areas in need of organisation and attention and implement appropriate quality improvement strategies with respect to cost, resources and agreed objectives. My valuable contribution to this project led to the PDRC becoming accredited under National Disability Standards and receiving a further three years of Government funding.
The nature of our global workplace and rapid advancements in technology mean that changes in the workplace are inevitable and I have regularly demonstrated my ability to remain flexible, adapt to uncertain circumstances and manage conflicting priorities. Dedicated to ongoing continuous improvement, I strongly believe that it is important to challenge procedures and ways of working on a regular basis to determine if there is a better, more efficient way of performing tasks, maximising organisation and coordinating unit outputs.
Exposed to many strict deadlines throughout my career, I understand the importance of ensuring immediate attention to critical issues in order to maintain the smooth operation of the department. I consistently exercise independent judgement and work effectively both autonomously and within a team, prioritising my work to remain in line with desired outcomes and organisational values. For example, I remain responsive to the demands of volunteers and staff at the PDRC by assisting my colleagues in times of absence or increased operational demands.
Additionally, I monitor and action my own workload at all times to uphold a high standard of work and overcome any challenging situations. To do this, I implement strategies such as utilising Microsoft Outlook to prioritise workloads, schedule meetings and keep track of daily, weekly and monthly routines. Additionally, I take notes in formal and informal meetings and maintain a daily diary to ensure that all duties are completed within the allocated timeframe.
Excellent level of accuracy and attention to detail
Committed to achieving quality outcomes, I pride myself on providing a high level of accuracy and attention to detail in tasks encompassing customer service, program delivery, project management, data entry, computer operation and report writing. Maintaining responsibility for the output of work deliverables, I take ownership of both my achievements and the rare occasion of human error. Testament to my skills in this area, I was commended by my TAFE teacher for my high standard of work, dedication to my studies, thoroughness and attention to detail, and I pride myself on the ability to apply these standards to effectively carry out all tasks.
This is certainly the case in my current role as Information Officer with the PDRC where I am able to ensure the integrity of all data through quality input and by remaining conscious of the consequential impacts in the event of inaccuracies. Responsible for managing and maintaining the PDRC information management system, I have demonstrated my ability to accurately perform data entry functions and collate information as evidenced through regular audits.
At all times, I adhere to all administrative policies and procedures to maintain the integrity of the organisation. I respect my role within the wider community and understand that the quality of the service that I provide directly affects the tasks and service levels of the organisation. Committed to team performance and often assisting others, I am prepared to work outside of hours or complete additional tasks to ensure an accurate and consistent document management service at all times.
Within my previous position as Security Operations Coordinator with Zip Response Group, I exhibited my excellent attention to detail and data accuracy skills in a critical environment that allowed no room for error. This included dispatch and computer-based management of national workforce, mobile patrol and emergency and alarm response services. Often dealing with uncertain or potentially risky situations, it was paramount that I obtained key details such as location and descriptions. During this time, I demonstrated high accuracy with entering dispatch information into multiple systems as part of process delivery.
Further demonstrating my meticulous attention to detail, during my employment as Senior Loss Prevention and Risk Control Officer with Myer, I was responsible for planning, organising and controlling measures to promote asset protection. This included managing the security room and closed circuit television operations and apprehending offenders should any illegal activity occur. Following an apprehension, I compiled detailed reports and witness statements and it was critical that these were accurate as this information was then used as evidence during court cases.
Excellent level of initiative, self-motivation and enthusiasm
Throughout my personal and professional life, I have built a reputation as a self-motivated team player with the initiative to succeed in whatever task I set my mind to. I am committed to my own development and enthusiastic about meeting new challenges. With a wealth of experience providing consistent support in customer service environments, I take full accountability and ownership for achieving outcomes and use my initiative to lead by example.
This was certainly the case as Managing Director and owner of Maverick Security and Protection Services where I demonstrated my ability to effectively establish, plan, lead, manage and operate a viable and successful security organisation operating throughout NSW. During this time, I expanded the delivery of security consultancy, risk management and physical safety services, leading to multiple citations and recognition for excellence in the provision of security services and community support.
Diagnosed with sudden progressive myopathy in 2005, my life has changed dramatically over the last decade, which has had a huge impact on the direction of my career. Seeking suitable and sustainable career options with limited success, I took the initiative to explore another avenue to continue my development. Subsequently, this led to a vocational research project to determine the viability of an online travel database and agency specialising in travel and relevant services for people with a disability.
Liaising with industry stakeholders, Government and support groups and people with a disability, I established a mentor group comprising experienced executive managers and consultants from relevant businesses, disability and travel industry organisations. I formally presented final reports in person to both State and Federal Government members in order to raise community awareness and funding. Receiving positive feedback for this initiative from all key stakeholders, the project is now currently on hold awaiting further Government support.
It was during the research phase of this project that I approached the PDRC for support and assistance and was invited to join the organisation in a volunteer capacity. This experience with the PDRC has been highly beneficial on both a personal and professional level and has lent me the ability to forge strong partnerships within the community and encourage a supportive culture that recognises and values our diverse society. From coordinating volunteers to raising awareness and managing executive committees, I have thoroughly enjoyed engaging in an environment where I can gain a better understanding of my situation, regain my independence and support other people with disabilities. Additionally, this experience has added to my extensive skill set, setting me up for career success as a Document Management Officer.
Ability to maintain strict confidentiality
My involvement with both the PDRC and the Penrith City Council has lent me an excellent understanding of the Australian Public Service (APS) values and I act in the nature of the APS Code of Conduct at all times by ensuring that I maintain confidentiality and meet all privacy laws and legislation. This includes avoiding any conflict of interest between my private and working life and using the Department’s resources in the correct manner.
At all times, I act with honesty and fairness, demonstrate moral strength, behave with impartiality and practice tolerance and patience. Furthermore, I have demonstrated my ability to maintain confidentiality and to exercise tact, discretion, initiative and sound judgment through various roles throughout my career from security management to information services, involving all aspects of people and program management with a strong community focus. In instances where a sensitive enquiry or pressing problem may need to be dealt with and solved immediately, I am confident using my intelligence and common sense to resolve or escalate individual situations in order to ensure a consistently high level of customer service and satisfaction.
Throughout my career, I have demonstrated my ability to maintain and update paper-based and electronic client files and records, develop business plans, participate in program development and monitor the delivery of organisational policies and procedures; all tasks that require a high level of confidentiality and discretion. Due to the nature of my role and the services the PDRC provide, I manage sensitive information in regards to people’s personal, health and disability issues. This includes managing referrals from a wide range of organisations to assist people in crisis situations to improve their living conditions and promote respect for their dignity and their fundamental rights.
Acting as an advocate to support vulnerable members of society, I understand the supreme importance of following the correct procedures to ensure their right to privacy. I appreciate that non-compliance can have potentially legal ramifications for the organisation and a detrimental impact on the team environment, as well as the family or individual. However, I remain aware of the duty of care obligation and I have often been involved in instances where I have been required to seek approval and release information accordingly to ensure the safety of individuals. I understand the need to respond promptly to applications for access to personal information and impose as few restrictions on the release as possible, whilst adhering to all regulations, maintaining the integrity of the PDRC and upholding the privacy of clients.
Experience in Local Government
In recent years, I have been actively involved in the community and have worked closely with the Local Government on a wide range of initiatives to improve the local area. This is best demonstrated by my involvement with the Penrith City Council where I participated voluntarily in the Cranebrook community renewal and safety projects. As a local resident with a disability, I conducted research to identify safety issues, increase resident participation in the community and improve the distribution of relevant information. This included liaising with members of the community, providing summaries of findings, performing statistical analysis and making considered recommendations to support the achievement of these projects.
In my capacity as Chairperson of the Penrith Disabilities Action Forum (PDAF), I have organised a diverse range of volunteer programs and community forums to raise awareness of disability access issues in relation to dogs for the blind, transport safety, parking and road improvements. Responsible for executing and delivering systemic advocacy, I work closely with members of Parliament, local Councils, community and non-profit organisations, in addition to community members and people with a disability to negotiate and conciliate positive outcomes, resources and funds for the community. The purpose of these forums are to raise issues or concerns that directly affect people with disabilities and work together as a community to improve quality of life.
This experience has lent me valuable customer services, communication and interpersonal skills and I have proven ability making considered sanctions to protect the integrity of the Council and community interests through advocacy mechanisms. I have extensive knowledge of relevant Council policies, procedures and practices and actively promote a culture of sustainability through participation in the Council’s business excellence framework and continuous improvement strategies. My ability to work collaboratively with members of the Local Government and the community to improve local services will allow me to make a valuable contribution to the North Sydney Council.
Current NSW Drivers Licence
Having held a NSW Class C drivers licence for the past 20 years, I possess an excellent driving record with only two minor infringements and have not been involved in any car accidents. Currently, my licence is subject to an annual medical review and conditions and I am capable of driving automatic only vehicles fitted with hand controls.
In previous roles, particularly within security and risk management, I worked across multiple sites and my driving history has included country and metropolitan experience on bitumen, metalled and dirt roads. I understand the supreme importance of adhering to all road and safety laws and make a concerted effort to prepare my route prior to driving to any unfamiliar location. This ensures that I am on time for any appointments and allows me to plan my day accordingly.