Organisation: Executive Coordinator – Integrity and Ethical Standards
Job Title: Executive Coordinator – Integrity and Ethical Standards
Word Limit: One page per criterion
Location: Waterside West
Please provide details of your proven track record establishing and leading high performing,
service-focused teams
Throughout my career, I have demonstrated myself to be an active leader and have been
instrumental in establishing and leading high performing, service-focused teams that supersede
expectations. As a natural leader, I have the ability to create trust and build consensus amongst
groups, and I am dedicated to involving staff at all levels to achieve results as individuals and within a
team context. This was demonstrated during my time with RACQ, where the Manager approached
me to raise the performance and professionalism of the team of Investigators through effective
change management of the quality and technical aspects of the operation. Working within a highly
service-oriented environment, the Investigators were required to correctly identify fraud and other
areas of concern relating to insurance claims, whilst adhering to strict timeframes and upholding the
integrity of RACQ. The Manager recognised that a high number of claims were being paid that should
not have been as a result of poor investigative processes, and I was tasked with increasing the team’s
awareness of fraud whilst raising the quality of their investigative ability.
Subsequent to undertaking a rigorous planning process, I took control of a number of areas to
improve upon and embarked on implementing change, whilst supporting all staff through my course
of action. This involved redesigning the investigation aspect of the new staff induction from a quick
15-minute PowerPoint presentation, to an in-depth presentation covering the investigative process
and fundamental information regarding fraud and the laws of evidence. This ensured that staff were
aware of the high performance standards from the moment that they commenced their roles, and
were provided with the information that they required to thrive. The success of my new induction
process was evidenced by the Performance Improvement Personnel introducing this presentation as
mandatory training for all new staff. Additionally, I redesigned the company e-Learning package and
suggested that staff must complete it every 12 months in order to maintain their knowledge, and
facilitated both formal and informal training sessions for the Investigators based on training gaps that
I had identified. In order to further support the company, I developed a half-day training package for
all claims personnel in order to raise their expertise in the areas of fraud and the collection and
admissibility of evidence. The new focus on high-level and high-quality training resulted in staff who
were more confident in their roles, thus resulting in increased consistency with meaningful
investigations.
Further transformations that I implemented included closely monitoring and investigating all fraud
matters and providing mentoring to the team of Investigators regarding their own investigations, as
well as conducting research into Case Law and passing this information on to the team members to
further increase their knowledge and skills. This then led to me redesigning the manner in which
Investigators prepared their final reports, including the having to refer to the relevant Case Law when
recommending a certain action to prevent matters from being declined by the Courts due to
incorrect recommendations. As a result of the changes that I implemented, I fostered a team culture
that was proactive and supported continuous learning. This led to an increase in the declines of
recommendations for fraud within 12 months from 8% of all claims, to almost 40% of all claims.
Moreover, I contributed to the company saving close to $2 million per annum.
“He has achieved results in support of the business that defy what is even considered 'high level' in the
insurance industry and in reality, beyond the capacity of the business' mechanisms such as IDR to even
understand…he has lifted the standard of the team single-handedly in terms of technical skills and
conduct, as well as fostering the harmony that allows the growth and improvement to shine.”
Please describe your proven experience coordinating the provision of complex review and/or
investigation services, including managing relationships with external agencies and internal
stakeholders
My highly developed judgement, initiative, analytical and investigative skills, and the ability to assess
situations to create positive solutions have been honed throughout my career where I have
undertaken numerous investigation-focused roles. From six years working as a Detective Sergeant
with the Elizabeth Criminal Investigation Branch of the South Australian Police Force, to two years as
Manager of Barrington Group Insurance Investigations, to Senior Fraud and Fire Investigator with
RACQ, to my current role as Senior Investigator with SafeWork South Australia, I have demonstrated
my experience in coordinating the provision of complex review and investigation services, including
managing relationships with external agencies and internal stakeholders. Within all of these roles, I
have led by example and set extremely high standards to ensure the delivery of high quality
professional advice and support in relation to integrity, ethics and fraud control matters, whilst
ensuring that complex and sensitive investigations are undertaken professional and appropriately.
Upon commencing my role with RACQ, an aspect of my brief was to improve the relations between
the internal Investigations team and other areas of the business, including the claims section. This
was due to poor interrelations between the teams, which was stemming from the other areas
refusing to take the advice of the Investigations team due to the fact that they had little to no
confidence in the team’s ability or knowledge. Subsequent to my implementation of highly focused
and rigours training, I was successful in raising the competence of the Investigations team. In
conjunction with the training, I brought in many experts, including forensic experts and barristers as
special guests at the training sessions to further cement the importance of high quality and accurate
investigations. Now that the team had been provided with the knowledge, skills and resources to
perform at a high level, I was required to work on regaining the confidence from the other areas
within RACQ to foster collaboration. In order to achieve this, I conducted performance monitoring,
provided mentoring, and terminated the contracts of those Investigators who had not improved to
the standards expected. This led to an Investigation team that comprised highly competent and
professional Investigators of whom other areas within RACQ saw as an integral part of the company
once more. Within twelve months of the changes that I instigated, other areas of the business were
approaching the team for advice regarding complex review and investigation issues, confidently
knowing that they would receive the assistance that they required.
Additionally, I worked with the external investigation companies utilised by RACQ upon identifying
issues with the quality of work that they were producing subsequent to reviewing and vetting their
reports. Noticing a trend in the numerous matters being declined for fraud, thus costing RACQ
millions of dollars, I looked further into the issue and discovered that the external companies were
not undertaking thorough investigations, nor were they utilising relevant evidence. In order to raise
their performance, I prepared and facilitated full-day training packages for the external Investigators.
Topics that I covered included investigation techniques, laws of evidence, criminal and insurance
laws, in addition to providing practical role-play examples of how a quality investigation should be
undertaken. As a result of the time that I spent with the external companies, their performance
increased to the high quality and professional level of the internal RACQ Investigators.
“Akin to the outline above, part of the myriad of benefits Noel has brought is to made connection with
other areas of the business and to cultivate professional connections with specialists that ultimately
enhance the effectiveness of the investigation product.”
Do you hold Qualifications and/or professional accreditations in a discipline(s) related to integrity,
ethics, fraud, corruption, investigations or forensics services?
Having worked my entire career in roles related to integrity, ethics, fraud, corruption, investigations
and forensics services, I am highly qualified, experienced and competent in each of these areas. Most
notable is my 24-year career with the South Australian Police Force. During this time, I held many
senior positions, including Detective Senior Constable First Grade, Detective Sergeant, and Team
Supervisor. In addition to mandatory Police training, I demonstrated my commitment to ongoing
professional development through the completion of a variety of courses and training, including:
Occupational Health and Safety Instructors Course
Special Victims Interviews
Heavy Vehicle Defects
Accident Investigation
Detective Designation
Children’s Interviews
Detective Pre-Entry
Regulatory Law
Moreover, I possess high-level tertiary qualifications, which I have utilised to confidently undertake
my own roles, in addition to providing training, mentoring and guidance to others. The various
positions that I have held through my career have brought with them many challenges that require a
competent manager who can make timely and accurate decisions. My ability to do so has been
facilitated through the extensive time that I have spent increasing and refining my knowledge
through the formal qualifications listed below:
Diploma of Building (Housing Industry Association Building Supervisors Certificate)
Certificate IV Workplace Assessment and Training (TAA and TAE upgrade)
Advanced Diploma of Security Risk Management
Diploma of Workplace Health and Safety
Graduate Certificate in Fire Investigation
Diploma of Government Fraud Control
Diploma of Government Investigation
Certificate IV Investigative Services
My knowledge, skills and experience have been sought after on numerous occasions, and I have
verified my high-level expertise through effective training, mentoring and raising the performance of
staff, in addition to implementing improved processes. As such, I have contributed to saving business
operations millions of dollars, whilst ensuring that assurance, advisory and investigation activities are
conducted independently, objectively, and in a highly coordinated and professional manner. I am an
advocate for data-driven decision making and make all of my decisions based on a careful analysis of
the facts, drawing from the knowledge and hands-on experience I have gained through my career.
“It should be acknowledged, that in Noel, the PI business has ‘acquired’ a resource that offers:
complex capacity in the conduct of investigation, high level interpretation of legislation and broader
regulatory guidelines, inclusiveness, mentoring skills offered willingly, passion, high-level training skills
and knowledge and professionalism…whilst very much his own person, Noel’s conduct, results,
outlook and passion are simply not replicable in any way, shape or form.”
Please explain your ability to build effective working relationships with senior executives built on
mutual respect and trust, and the provision of timely, consistent and professional advice on
complex / sensitive matters
Given my wide experience in senior and management positions, I have had ample opportunity to
demonstrate my excellent skills in building effective working relationships with senior executives that
are built on mutual respect and trust. Confident in my consulting approach, I am experienced in the
provision of timely, consistent and professional advice on complex and sensitive matters, and I am
comfortable in dealing with staff at all levels. Most recently in my career, I have been required to
consult with high-level executives to provide progressive solutions to often complex operational
issues. This was demonstrated during my time as Managing Director of BKI Management and
Corporate Risk, where I consulted for the Department of Emergency Services Queensland to
investigate workplace health and safety incidents. Additionally, I investigated serious internal
matters, including deaths of patients, serious theft and fraud, and allegations of improper work
practices, including facial discrimination and bullying. When dealing with these situations, I
demonstrated my ability to think strategically at the micro and macro level, taking into account the
impacts upon the work area and the wider organisation. This involved working closely with senior
executives to thoroughly understand their strategic direction and values, thus enabling me to show
high levels of discretion and professionalism to uphold the integrity of the organisation.
From the successful work that I completed through BKI Management and Corporate Risk, I was
approached by the Manager of RACQ to make significant changes to the internal and external
investigations team. By empowering the Manager through staff training and general consulting to
effectively manage the personnel, I was able to not only quickly gain his trust and respect, but the
Manager of Queensland recognised my achievements and personally sent me an email commending
me on my efforts. The work that I completed with the team resulted in an increase in overall
performance, but also ensured that the brand name and integrity of RACQ was upheld by supporting
management in the delivery of excellent service. This led to my Manager seeking me out to
personally attend to investigations relating to highly sensitive and high-risk insurance claims. For
example, it was requested that I solely manage a $500,000 house fire claim, as it was well known that
I would provide a comprehensive, accurate and relevant investigative report that would enable the
senior executives to make an informed decision to pay or not. The investigation required on a public
holiday and required a rapid turnaround, and as a result of my high-level investigative skills, I
successfully submitted my report the next day.
The trust that my Manager had in my advice and service as an Investigator meant that I was soon
relied upon to undertake investigations in North Queensland – a role that was usually handed over to
external Investigators. Knowing the quality of my investigations, my manager was prepared to invest
the funds to send me to these locations. My success was verified on numerous occasions, including
an investigation that I took over from an external investigator that had deemed RACQ to pay out on a
$130,000 claim against a vehicle. Subsequent to conducting my investigation, I identified that this
case was in fact a fraudulent claim, thus saving the company from having to pay the claim amount.
This further increased the confidence and respect that the management team had in me as an
Investigator.
“Something of a ‘life-force’ in the team, he has worked tirelessly in support of a collective
improvement for the team. A personal always willing and eager to share and help others understand
and grow.”
Please tell us about your demonstrated capability in developing and implementing effective
employee awareness and training programs
It is reflective of my work style to give as much support as possible to staff with whom I work
alongside with, or who are under my supervision, including the facilitation of skills development and
training in new areas. Throughout my career, I have undertaken many roles where I have played an
integral role in developing and implementing effective employee awareness and training programs,
including with the South Australian Police Force. During this time, I worked in a senior capacity and
constantly passed on my skills, knowledge and expertise to my colleagues, particularly within the
roles as Operational Training Officer, Weapons Training Officer and Workplace Health and Safety
Officer. I took it upon myself to constantly monitor employee performance, and researched,
developed and facilitated appropriate training that would effectively fill performance gaps.
Additionally, I ensured that I remained up-to-date with all laws and legislations and passed this
knowledge on in an informal and formal basis to ensure that my colleagues were provided with the
resources they required to succeed.
Within my role as Senior Fraud and Fire Investigator with RACQ, I played an integral role in
developing and implementing effective employee awareness and training programs. The team of
Investigators were required to carry-out investigations and then make accurate recommendations to
the Claims Department to either accept or decline the claim. As the Claims Department was staffed
by personnel with no legal training, it was imperative that the Investigators based their
recommendations on relevant admissible evidence so that an informed decision could be made.
However, upon commencement of my role with RACQ, I identified that Investigators were lacking in
ability and general knowledge of both Criminal and Civil Law, thus resulting in investigations and
recommendations that were in fact incorrect. Moreover, I found that the reports were excessive in
length and often contained inadmissible evidence and irrelevant information, and that the Claims
staff were unable to understand the reports submitted as they had limited to no understanding of
the Law. These concerns were resulting in the loss of millions of dollars due to incorrectly paid claims,
and productivity was at an all-time low.
In order to increase employee capability, I designed and facilitated a number of informal and formal
training sessions, comprising PowerPoint presentations and verbal discussions. Some of the topics
that I covered included; Investigative Interviewing, Insurance Contracts Act and Applicable Case Law,
Criminal Profiling, Conduct Interview and Take Statement – The PEACE Method, Fraud and
Investigation Techniques, Report Writing, and Principles of Cognitive Interviewing, just to name a
few. Additionally, I had identified that many Investigators were struggling with accepting expert
advice and were experiencing problems with differentiating their personal opinions when providing
recommendations. Demonstrating my commitment to the personal development of the staff, I
sourced an ‘expert on experts’ to come in and work with me to deliver training titled ‘Emerging Issues
in Expert Evidence’. This was a two-hour session and delivered to investigation and claims staff and
significantly raised their awareness of this topic. As a result of the training, I found that all staff were
taking the time to consider the contributions of experts consulted during the investigation process
and were providing less recommendations that were influenced by their own personal opinions. This
in turn contributed to raising the quality and professional manner in which investigations conducted.
“As has been the case in the past, Noel is the cornerstone of the team in respect to everything
relating to investigation work. The reality is that the PI business has never seen the scope of
investigation capacity and complexity displayed by Noel until his arrival.”
Do you have a proven track record in establishing business processes and work management
practices that result in efficient, timely and consistently high levels of service to internal
customers? If yes, please provide examples
Having owned and managed my own company (BKI Management and Corporate Risk), I have a
thorough understanding of, and extensive experiencing business processes and work management
practices that result in efficient, timely and consistently high levels of service. Not only did I set these
in place to ensure that all work carried out by my business was compliant with the Workplace Health
and Safety Act, other legislation and applicable policies, procedures and standing orders, but I was
responsible for the overview of internal policies and procedures for the Department of Emergency
Services. This involved scrutinising areas of concern that I had identified through my investigations,
and formulating new policies, business processes and work management practices so as to lessen the
chances of future instances and possible litigation. The result of this was a robust risk management
practice that assisted with building greater awareness and understanding of ethics, integrity, fraud
and corruption risks across the Department.
My success with RACQ stemmed not only from focusing on the training and development of
investigative staff, but was also a result of establishing clear business processes and work
management practices in order to ensure efficient, timely and consistently high levels of service to
internal customers. An example of this, were the changes that I put in place regarding the way in
which investigations and the subsequent reports were carried out. The main aim of the investigations
was to establish all elements of an offence (a fraudulent claim) in order to prove that a person had
committed the offence. This involved gathering relevant facts and evidence that had bearing on the
claim, and disregarding all irrelevant facts. However, I found that most Investigators off-course with
what they were gathering, resulting in lengthy investigations and reports consisting of inadmissible
evidence, hearsay, personal opinions and irrelevant facts. This in turn was resulting in claims that
were most likely fraudulent, being paid to customers when they should have been turned down.
To overcome this, I developed and implemented streamlined investigation and reporting processes
and practices that were focused on relevant and admissible evidence and the laws of evidence. This
involved first educating the Investigators on Case Law principles to enable them to make rapid and
correct recommendations based on decisions from past cases. Next, I provided training on the basics
of ethical investigations, including relying on the facts only, natural justice and fair and reasonable
treatment, and updated the investigations procedures manuals to include clearly defined practices so
it was clear what was required to avoid integrity issues associated with under- or over-zealous
investigations. Subsequent to educating and training the investigations staff, I spent time vetting the
reports that they submitted and worked one-on-one with each staff member to provide explicit
feedback regarding the information and facts that they had included.
As a result of the overhaul of investigation business process and work management practices, and re-
education of the Investigators, the reports that they provided to the Claims team increased in quality,
thus enabling the team to undertake timely and accurate decisions. Moreover, the time in which the
investigations and reports were conducted drastically reduced as the Investigators were clear on the
types of evidence and facts that were required. The overall increase in staff confidence and
competence resulted in efficient, timely and consistently high levels of service to the Claims team.
“A generous person by nature, this is carried into the team and work environment, and despite his
expertise along, he gives generously to the team members as a mentor and coach.”
