Organisation: NSW Police Force
Job Title: Executive Officer
Location: Darling River Local Area Command
Sound knowledge of legislation and guidelines impacting on complaint investigations
I have an excellent knowledge of the statutory basis of complaint handling in the NSW Police Force
and have extensive experience in managing complaints processes in compliance with the relevant
legislation and guidelines. I understand that the police complaints system is governed by Part 8A
of the Police Act, which sets out how complaints are to be managed. When a complaint is initially
received it is triaged by the Professional Standards Duty Officer to determine whether it should be
received and managed as a complaint under Part 8A of the Police Act – that is as a notifiable
complaint.
If the complaint is initially assessed as a non-notifiable complaint it is classed as a Local
Management Issue (LMI) and allocated to a resolution manager who has 40 days to complete the
complaint investigation and submit a mandatory resolution outcome report. My role in this
process is to ensure timelines are adhered to and all documents relating to the LMI are scanned
onto the C@Tsi system.
If the Professional Standards Duty Officer determines that it is a notifiable complaint then it is
assessed by the Complaints Management Team. I participate on the Team which also includes the
Commander, Local Area Manager, Crime Manager and Duty Officer. I am also responsible for
coordinating the activities of the Team including providing secretariat support.
Initially the Team meets to assess the complaint, identify all relevant issue and allocate an
investigator. Part of my role is to first ensure that all relevant matters are included on the agenda
and then, that all aspects discussed and decisions made in relation to the complaint are accurately
recorded in the minutes. Following the meeting I receipt the complaint, register it, allocate an
investigator and record the issues determined onto the C@Tsi system. I am responsible for
coordinating the operations of C@Tsi (creating, updating and managing the entry of all relevant
data and managing the TRIM system). I also ensure that the Ombudsman is notified as soon as
practical via the system if the complaint is assessed as notifiable. This action must occur at the
conclusion of triage in compliance with the Police Act
Depending on the category of the complaint, I then forward the matter to the nominated
investigator who has 90 days to complete the investigation. I closely monitor timelines and follow
up active complaints on a regular basis. This includes ensuring that the investigating officer
submits weekly status reports required in the Darling River LAC. When the investigator has
addressed all relevant matters and the Complaints Management Team ratifies the investigation
report, I then prepare a report for provision to the NSW Ombudsman in line with the
requirements of section 150 of the Police Act. The report includes a covering letter from the
Commander (which I prepare) detailing satisfaction of section 150 obligations, as well of a range of
other supporting documents (as detailed in the NSW Police Force Complaint Handling
Guidelines issued by the Professional Standards Command). All the actions and reports are also
uploaded onto the C@Tsi system.
The NSW Ombudsman reviews the matter and either ratifies the decision of the Complaints
Management Team or responds if they have issues with the investigation or resolution. The
Professional Standards Command then assesses the complaint and conducts a quality review of
the Assessment and the Investigation. Upon completion of the quality review the complaint is
finalised and forwarded to Professional Standards Command for filing. All complaint files are
TRIMMED prior to being forwarded for filing.
Depending on the outcome of the complaint, various avenues can be pursued and the
Commander will undertake a risk assessment regarding the officer. Within the ambit of non-
reviewable action or reviewable action, which comes under Section 173 of the Police Act, the
Commander may determine that the officer remain and be managed within the workplace. The
officer may also be nominated for dismissal under Section 181(d) of the Police Act 1990. The
exception to this is Probationary Constables, who are nominated for dismissal under Section 73(3)
of the Police Act.
I am also aware that the Complaints Management Team may decline to investigate a complaint
under Section 141 of the Police Act and that a matter declined under this section may have an
alternate means of redress through the courts.
While I have excellent current knowledge of the statutory requirements of the complaints process
and substantial experience in managing the process, I am also aware that legislation and other
compliance documents may change and that it is imperative to keep up to date with these. I am
aware that policies and procedures are updated by way of Commissioner's Notices and
Commissioner's Circulars and amendments to legislation are advised via Commissioner's Circulars
(all of which are accessible via the intranet).
Ability to research, obtain and analyse information and subsequently provide firm advice and
recommendations
I have substantial skills in undertaking research relating to the complaints handling process within
the NSW Police Force. Currently I am required to research relevant legislation, policy and
guidelines to determine applicable and governing clauses, interpret these sections, and provide
advice to members of the Complaints Management Team and other stakeholders concerning this
interpretation and its applicability to various incidents.
I am also required to research and provide this type of information to the investigator, that is take
an issue, research and determine applicable governing statutory coverage, then provide advice
and recommendations pertaining to the matter. Another facet of research I manage is reviewing
and analysing complaint reports and investigations in order to prepare appropriate responses to
recommendations, or to any disciplinary actions required as part of the outcome of a complaint.
Initially this may include researching the COPS system to obtain information on relevant incidents,
or the C@Tsi or CIS system for information relating to specific officers. This can include looking at
the history of complaints pertaining to particular individuals to determine other relevant incidents
or overlapping, connected matters. I then collate and analyse this information in order to provide
useful advice, information and recommendations in relation to specific complaints. I also review
collated and consolidated data, analysing the information and looking for trends or common
issues.
Another example of my ability to research and analyse information relates to when I developed a
comprehensive and detailed community calendar for the LAC. The purpose of this calendar was to
provide information on a range of local community events that could impact on staffing
requirements and resources within the LAC. The duty officer can use this document to forecast
staffing numbers and placement to ensure appropriate coverage at these events.
I also researched and developed a community profile of region for the internet site. This profile
provides a range of information relating to local communities that is useful and relevant to both
internal and external stakeholders. It details the structure and make-up of the region which in turn
impacts on policing in the community.
As part of the organisation of two awards ceremonies (National Police Remembrance Day and
Anzac Day) I also undertook research into officers’ service histories to ensure that the events
properly recognised the full contributions of the relevant officers.
At the Commonwealth Bank I researched local businesses, community profiles and the bank’s
customer base to determine the usefulness and applicability of products and services.
Ability to set priorities, plan and organise workloads to meet strict deadlines in a high volume
work and confidential environment
The complaints management process necessitates adherence to a number of strict deadlines that
are often mandated by statutory requirements or set by external agencies. They include such
things as the time frame for the referral of a complaint to the Ombudsman’s Office and for the
completion of the investigation. I oversee compliance with these deadlines, ensuring that matters
are being satisfactorily progressed to meet these targets. I prepare a fortnightly report on the
status of complaints, liaising with the investigating officer and other relevant stakeholders to make
sure that time frames are being met. My provision of secretariat support to the Complaints
Management Team also means that I work to strict deadlines to organise meetings, prepare and
issue agendas, and compile and distribute minutes and any other documentation required pre-
meeting.
To manage these processes I have to prioritise my work schedule on a daily basis. I achieve this by
maintaining an electronic diary and including not only events such as meetings, returns and
training, but also various bring up dates on current files. I also have different in-trays for specific
categories of work, which allows me to sort through tasks more effectively and efficiently.
Priorities may alter throughout the day depending on incoming work or requests from senior staff
within the LAC. I constantly re-evaluate targets as additional work arises. All of this work must be
progressed while ensuring the confidentiality of all materials. I am responsible for maintaining the security
of complaints information at all times.
Another responsibility I have is maintaining the diary for the Commander, scheduling items and
ensuring he is advised of specific events and deadlines. In amongst managing the complaints
handling process I also deal with a range of other tasks and duties that often have set due dates.
This includes managing the LAC records system and the storage and destruction of records,
performing a range of audit functions, coordinating police good work matters, managing Awards
and Recognition processes and events, and reviewing incoming correspondence, assessing content
and preparing appropriate responses.
While employed as a Bank Manager with the Commonwealth Bank I also had to plan and prioritise
my work to meet strict deadlines. This included completing a range of key performance indicator
(KPI) reports that were due on a weekly, monthly, six monthly and annual basis. The KPIs related
to a range of targets for both the branch and individual staff members. To get bonuses I had to
ensure that all these reports were completed and submitted within the required time frames.
Within the bank I also had a range of deadlines relating to such things as the approval processes
for loans, budget submissions and forecasts and responding to correspondence. I also had to
schedule, plan and prioritise the work of my team to ensure that they met workload targets.
Well-developed written communication skills, presentation skills and interpersonal skills,
including the ability to build and maintain positive stakeholder relationships
I have excellent written communication skills that have been developed throughout my
professional career. Currently I prepare a range of documentation as part of the complaints
management process including all agendas and minutes for the Complaints Management Team
meetings. In particular, minutes need to be concise and structured in such a way to ensure that
key information is recorded and actionable items are clearly defined and articulated.
I also compile and submit the final complaints report to Ombudsman Office, including drafting the
Commander’s covering letter that details the issues of the complaint, its investigation and
resolution. I also draft a range of other correspondence related to the complaints process to
internal staff as well as external professionals and stakeholders. Once again I focus on structuring
all written documents in a clear, concise manner and ensuring that key messages are included and
conveyed to the recipient. This is particularly important with regard to disciplinary letters or other
correspondence to officers who are the subject of complaints. I also adapt the structure, content
and language of documents to suit the intended audience.
In my current role I review incoming correspondence and communications on behalf of the
Commander and draft appropriate responses as required. I also prepare Ministerial responses that
may often cover a range of complex information. I ensure that I limit jargon and explain issues
clearly, making sure I clearly address all the key issues that are of concern to the audience.
As part of my events coordination duties I prepare a range of letters, invitations, brochures and
speakers notes. These documents may be distributed to people external to the NSW Police force
so they have to be well prepared, accurate and reflective of the image and standards that the NSW
Police Service wishes to covey. At all times I must also adhere to the NSW Police document
standards and the required formats and standards of external agencies with regard to written
documentation. This requires excellent attention to detail when developing written documents
and the ability to ensure compliance with all required formats, standards and templates.
I have well-developed presentation skills that I demonstrate as part of my participation in and
contribution to the Complaints Management Team. It is my role within the Team to provide
advice, information and recommendations on the issues being discussed. This information needs
to be delivered confidently and articulately, and I always ensure that I provide accurate and
relevant information that meets the needs of the other Team members.
While employed at the Commonwealth Bank I also demonstrated excellent presentation skills. I
was required to coach, train and mentor my staff regularly and this required the ability to present
information clearly and a way that was understood and adopted by staff. I always checked that
they had understood the information I was delivering and focused on conveying a patient and
approachable demeanour that encouraged questions and queries. I also delivered presentations at
staff forums that covered such items as branch performance, tracking against KPIs, delivering
excellence in customer service and changes in policies and procedures.
I have excellent interpersonal and relationship management skills. In my current role I liaise and
consult with a range of internal and external clients including staff from the Ombudsman's Office,
the Professional Standards Command, the LAC Commander, Investigators, Western Region
Professional Standards Command staff (including the Professional Standards Manager), Analysts
and members of the Internal Witness Support Unit. I always establish mutually beneficial and
productive relationships with these stakeholders by offering a proactive, prompt and professional
service at all times. I also consult with my own team members as appropriate, sharing information
and seeking their input wherever possible. I value the contributions of others and strive to
acknowledge good work and provide feedback to other staff to build an environment of
collaboration and partnership.
While working at the bank I also focused on building and sustaining strong relationships with local
community stakeholdesr and networks. I proactively provided information on products and
services to meet their requirements and established a reciprocal, cooperative relationship that
enabled me to anticipate and meet their needs
I also am a local business person and volunteer within the community on numerous committees
and associations. These roles have increased my relationship management skills and have helped
me to recognise and utilise the different skills and perspectives of others in delivering service
outcomes.
Demonstrated proficiency in the use of computerised information management systems and
commercial software packages
In my current role and in previous positions I have used word processing, spread sheet and
database applications on a regular basis. I have completed a Certificate II in Business
Administration which incorporated knowledge of commercial software packages. I also have
undertaken work based courses in word processing, Excel and other relevant programs.
Throughout my professional career I have been required to create and maintain complex spread
sheets, inserting formulas, links and importing/exporting data from external sources. The types of
documents that I have prepared include monthly budgets, fleet management reports, diesel
rebates documents and creditor/debtor journals. I have also regularly coached colleagues in the
use of Microsoft Excel, Word, Publisher, Outlook and PowerPoint as well as in complex database
and financial management systems such as SAP and MYOB.
I have extensive experience in the following computerised information management systems:
• COPS – Computerised Operational Policing System
• C@tsi – Customer Assistance Tracking System (Complaints)
• CIS – Complaints Information System
• SAP – Finance I Personnel
• TRIM – Computerised records management system
As the Executive Officer I am responsible for the management of all Darling River LAC complaint
files on the relevant systems. I use C@Tsi to receipt and register complaints, insert issues and
actions, scanned documents and all other facets of the complaints process. I also effectively utilise
the intranet to source statutory information and have excellent skills in locating and extracting this
information as required.
Understanding of and the ability to perform audit functions
In my current role I perform a range of audit function tasks relating to such items as secondary
employment, accountable books and computer usage. I recently completed a 100% audit of all
accountable books within the LAC. This is a complex process of systematically reviewing a diverse
range of items to ensure compliance with relevant policy and procedure.
I have also been responsible for undertaking an internal audit of the computer usage of staff
within the LAC. This review was aimed at ensuring the appropriate usage of computers by all staff.
Within the Commonwealth Bank I was responsible for a range of audits on a weekly, monthly and
yearly basis. This included KPI audits as well audits focusing on statutory compliance, risk
identification, the delivery of training, occupational health and safety requirements, records
management, financial data and security issues.
As the proprietor of a hotel I also have to manage a range of audit systems, checking cash flow and
expenditure, preparing and presenting financial statements, ensuring the company’s compliance
and adherence to audit requirements. Similarly as a Bourke Golf Club and Pro Am Committee
Member I manage the committee budget, the reconciliation of bank statements, and the
preparation of financial statements for audit purposes.
I understand the purpose of audits and their importance in establishing the perception of
accountability and transparency with a public organisation. This is particularly important within
organisations such as the NSW Police Force that are subject to ongoing public scrutiny and regular
media attention.
Demonstrated capacity to deal with sensitive issues and maintain strict confidentiality
Working within the NSW Police Force I often have access to extremely confidential information. In
particular my role in coordinating the complaints handling processes within the LAC and my
participation on the Complaints Management Team, means that I have access to and am
responsible for highly sensitive documents. This means that it is vitally important that I maintain
the highest level of discretion both with regard to complaint information, and the materials I have
access to. After every Team meeting I am required to declare and sign a confidentiality agreement.
I have also signed agreements relating to a Statement of Responsibility, the Code of Conduct,
Ethical Behaviour and Employer Communication Devices.
Part of my role is to ensure the physical security of all complaint information that I am responsible
for. This includes treating all information I have access to an official capacity as strictly
confidential. I ensure that all hard copy complaint related information is stored in a secure area
(including files, folders, computer spreadsheets, or any other complaint related material), that
Complaint Management Team meetings or other meetings where complaints are discussed are
held in locations where conversations cannot be overheard, and that I deliver confidential
correspondence appropriately.
I am also aware of the legislative requirements that govern the disclosure of the identity of a
complainant (section 169A Police Act and Commissioners guidelines) and the legal requirement
that officers treat all information as strictly confidential and not divulge it to anyone without
proper authority (clause 75 of the Police Regulation 2008). The Police Act and the Police
Regulation provide specific statutory protection for people who make a written or oral allegation
of police misconduct. The identity of the complainant must not be disclosed unless in accordance
with section 169A of the Police Act.
I pride myself on always behaving professionally and maintaining the highest level possible with
regard to ethical standards and integrity. I am also aware that my conduct and behaviours reflect
on the reputation of the NSW Police Force. I am involved in a range of local community based
activities and sporting associations and have developed a number of relationships with colleagues
through this involvement. Because of this, there have been occasions when I have received a
complaint, or been given access to information, pertaining to someone I know personally. In these
circumstances I am fully aware of, and comply with, my responsibilities to completely disclose any
connections or interests I may have that may have a bearing, or be perceived to have a bearing, on
my ability to properly and impartially discharge the duties of my office.
As an employee of the NSW Police Force I have read and abide by the Code of Conduct. The code's
purpose is to set standards of behaviour and to provide guidance in ethical decisions for all
employees. I am aware of my responsibilities both in and out of work hours and comply with these
standards at all times.
Knowledge of work health and safety responsibilities and commitment to attending relevant
health and safety training
I have knowledge and understanding of the workplace health and safety requirements in my
workplace. The relevant legislation in NSW is the Workplace Health and Safety Act which provides
a framework to protect the health, safety and welfare of all workers at work and of other people
who might be affected by the work. The Act has a number of aims but the ones that have been
most applicable to my career have been:
• Protecting the health and safety of workers and other people by eliminating or minimising
risks arising from work or workplaces
• Assisting workers to achieve a healthier and safer working environment
• Promoting information, education and training on work health and safety
In my current role I always work safely, minimise risks and avoid hazards. I also actively participate
in any workplace health and safety requirements and encourage others to do so and to work
safely as well.
In previous positions I have had responsibility for compliance with workplace health and safety
requirements. At the bank I managed the workplace health and safety audits and prepared reports
outlining compliance. I also worked with staff to address any safe work issues such as the purchase
and use of ergonomic chairs and work stations.
