Organisation: Transport Sydney Trains
Job Title: Training & Competence Coordinator
Word Limit: one page
Location: Sydney Region-Sydney City
Extensive demonstrated experience and knowledge of the end-to-end training coordination
delivery in a complex operating system
In my recent position as Training Officer, I demonstrated that I am amply qualified to support Line
Managers to ensure that all staff retain their skills and qualifications by delivering end to end training
within the complex operating system of the Sydney Trains network. I can confidently state that I have
acquired extensive experience in the collaboration, coordination and training of trainees for five years.
As evidence of my experience and knowledge within an operational environment, was during an on-
board training session of train guards. On this particular occasion, a train driver overshot the platform by
three carriages, out of an eight-carriage set. Faced with this situation, I immediately saw the benefit of
engaging in a real-life example of adhering to safety policies and procedures. Since it would be
protracted and create delays to reverse the train, I decided to utilise a feature that would only open the
doors of the back half of the train. First and foremost, was to inform the customers on board over the
public address (PA) system as to what had occurred and how the matter was to be handled. The rear
doors were then opened. I then instructed the trainee guards to walk through the train and ensure that
anybody with an impairment or disability be assisted to safely exit the train. As a result of this incident,
delays to the schedule were minimised, there were no injuries or accidents and the trainees received
valuable first-hand experience on how to handle this kind of situation.
Another example of my ability to manage an emergency situation and provide training, within a complex
operating environment, was in August 2010 in the morning peak-hour traffic when a train that was
traveling from Penshurst to Hurstville lost power in the third carriage along with a report of fire as
evidenced by smoke in the roof of the carriage. Immediately, I collaborated with the Train Guard and
Train Driver to address the situation in a united manner. Over the PA system, I informed the passengers
to move to the second and fourth carriage, distancing them from the risk. Further, I instructed my other
colleagues on the train to help direct the passengers into the safe areas.
The driver made an emergency call to the signal box, while I was contacted by the railway management
centre on my mobile phone and engaged in a three-way conversation. During this conversation, I
relayed the relevant information regarding the number of people on board and discussing the
appropriate procedures to follow as outlined in OSP11, which involves evacuating passengers to the
track and OSP10 regarding fires on trains and in the rail corridor. Collaboratively, we made an informed
decision and decided to evacuate the passengers from the train. The fire brigade arrived as well as the
rail commander and took charge, while I constantly kept the customers informed and monitored their
safe exit, resulting in an accident-free experience for the customers. I received a letter of appreciation in
recognition of a job well done and the safe method in which I worked as well as my adherence to all
policies and procedures during the evacuation. Additionally, the staff that accompanied me received
essential end-to-end training in a practical situation.
2 Demonstrated experience with the development and management of workforce training
production schedules for a large workforce in a complex shiftwork environment
Showing a commitment to supporting a positive team by promoting collective achievement and
contributions, I promote the development and achievement of group objectives by embracing a
respectful culture. With high-level knowledge of public service professionalism, I thoroughly
comprehend organisational structure and culture while acting professionally in the execution of duties.
My ability to develop and manage a training production schedules for a large workforce, was
exemplified during the transition of RailCorp to Sydney Trains, coming under the umbrella of Transport
for New South Wales. During this transition, many coordinators lost their positions while others became
unsure of their future employment opportunities. Whilst this was occurring, many attended the training
college to receive further education, however there was no roster so many people were at a loss as
where to go on who to see. In order to enhance business objectives, myself and my team as part of the
Waratah Project Team, took it upon ourselves to devise a schedule allocating trainees to trainers.
Training was provided on a one-to-one basis and consideration was given to working with fatigue
management policies and overtime policies so that each person’s time was spent productively. All the
trainers worked on a shiftwork basis, therefore trainees also became experienced in various shifts both
in class and on-the-job training. As a result of our initiative, both human and financial resources were
used in the most effective way as possible. Additionally, the trainees received formal training within the
classroom as well as various aspects on the network and built up the required qualifications for
potential opportunities in the future.
An example of my ability to develop and manage workforce training in a complex shiftwork environment
whilst dealing with multiple stakeholders within set time constraints was my success in the training of all
Sydney Train Drivers and Guards. As part of the Waratah project, the company, Downer EDI Rail the
supplier of all trains, directed that all operators be trained within a three-year period. With teamwork
and constant collaboration, along with working out of usual hours, we were able to complete the project
within 24 months. However due to the actual lack of trains for hands-on training, the trainees lacked
As a result, myself and my team, devised a refresher course, combining it with a competency assurance
assessment in order to keep the qualifications of the employees up-to-date and relevant. The course
was presented to my principal and we ran a pilot course to establish if the outlined materials fit into the
allotted timeframe of eight hours. After his approval, the team of trainers comprising eight drivers and
eight guards delivered the training modules at the rate of two eight-hour classes per day, running from
6am to 2pm and 2pm to 10pm, which involved accurate scheduling and rostering, working
collaboratively and in conjunction with the Operations Directorate. Additionally, those who did not pass
the competency assurance assessment were then scheduled to be put through a competence program
to address their lacks of knowledge and weaknesses and then reassessed. My involvement throughout
this training resulted in the formulation of a training module that met business objectives.
3 Demonstrated experience with the coordination of risk-based training needs analysis for major
change programs that impact on staff competence
To enhance staff competence, as part of my role as Training Officer, I delivered on-site emergency
evacuations within a train tunnel simulating real-life experiences, based on the underground bombing in
London in 2005. To encourage situational awareness, I utilised smoke machines and flashing lights to
create an environment that appeared real. My trainees often experienced distress, anxiety and
sweating, as would occur in real life. Additionally, I trained them in self-calming techniques that help
them deal with the situation.
In order to keep course modules up-to-date, it is essential that analyse data and keep abreast of all
procedural and policy changes and legislative adjustments so that I am able to deliver practical risk-
based training. I am proactive in making myself familiar with the daily and weekly changes that occur. I
receive information from numerous sources such as the safety management system, the safety
department, issued bulletins and regular emails about changes on the network. On the basis of this
information, I submit course amendment forms to my principal and manager for approval. My constant
awareness of the serious matter of safety has resulted in significant adjustments made to the training
and materials that enhances the overall ability of my trainees to provide superior customer service.
An example of my proven capacity to enhance staff competence was during a situation where a train
guard claimed that he had not been notified of the fact that each guard was required to have the crew
door open on the platform prior to opening the passenger doors. In reviewing the training modules, I
realised that up until this point, this requirement had only been verbally conveyed and was not in
writing. Immediately, I identified a lack in the module materials. Taking a collaborative approach to this
issue, I modelled SPACE Behaviours, that of Safety, Pride, Accountability, Collaboration, and Excellence
emphasising a greater focus on customer service and on and empowering people to make the right
During our regular team meetings, safety issues were commonly spoken of, and it was at one of these
meetings I raised this lack within the training materials. Discussing the situation, we decided as a group
to rectify the situation and drafted up an amendment to the course. This was presented to the principal
trainer and manager for approval, to which they readily agreed. The information was passed on to the
design team that implemented the change within the electronic materials. As a result of my
observations, initiative and teamwork the course materials became more comprehensive and supplied
specific direction in relation to crew doors. Additionally, no longer would any train guard be able to
make the statement that they had not been fully trained in this procedure.
As a Training & Competence Coordinator, I will continue to demonstrated and enhance my experience
with the coordination of risk-based training needs as well as analysis various training modules,
identifying areas for improvement that will increase staff competence.
4 Demonstrated planning, analytical and problem solving skills
It is essential in my business behaviour to maintain confidentiality and be professional when solving
difficult problems. Demonstration of my commitment to undertaking routine problem solving and
troubleshooting activities on a regular basis, is consistently shown during my tenure with Sydney Trains.
Possessing a keen eye for detail, I understand how processes work, and how to quickly and efficiently
resolve problems through process analysis and systematic thinking. I always endeavour to find and
implement a resolution that is beneficial to both the organisation and stakeholders involved. As can be
verified throughout my career, it has been my responsibility to understand culture and its impact on
organisational policies and processes.
My ability to plan and manage complex problems within time and resource constraints was during my
involvement in the preparations for the Easter Show at Olympic Park. One of my duties was to assess
and analyse the available resources and to source the needed equipment for the successful
management of this celebrated event. By conducting a thorough analysis and in collaboration with my
team, we were able to acquire all that was needed, which contributed to the smooth running of the
trains during this time.
Demonstrating myself to be an active team member, I have been instrumental in contributing to
exceptional teams throughout my career history. Committed to team performance and often assisting
others, I am prepared to work overtime or complete additional tasks to help team members or
management. Further, I have worked without direct supervision, organising my day and work tasks
independently, remaining flexible and adaptable.
My problem solving skills are demonstrated on a daily basis as a Training Officer. Each group of trainees,
is made up of a diverse audience encompassing those with language barriers, a lack of technical
knowledge, different learning styles, mixed gender and socio-economic backgrounds. During the
Waratah program, the training that I delivered was largely computer-based. In one particular group,
they were quite a few that lacked experience with electronic and technical resources. Being alert and
observant to verbal and nonverbal cues, I used my problem solving skills to address their individual
During my training sessions, and assistant trainer is always present. During this class, I requested the
assistant trainer to continue to deliver the current module while I provided personalised attention to
the individuals that required assistance. By using my analytical skills, I was able to devise ways to
elaborate and provide assistance to the trainees so that they could continue and achieve the required
module outcomes. I have received a lot of verbal feedback from my trainees, expressing their
appreciation and gratefulness for providing practical support and teaching techniques that have enabled
them to become qualified employees.
As Training & Competence Coordinator with Sydney Trains, I will continue to progress in my ability to
plan, analyse and solve problems in order to provide a pleasant and seamless experience for all Sydney
Train customers and those requiring training to maintain their qualifications.
5 Excellent communication and interpersonal skills for working collaboratively across all levels
Along with possessing communication and interpersonal skills, I engage others with influence, building,
and maintaining relationships with stakeholders. These skills have developed throughout my career and
significant achievements, resulting in superior customer service abilities across a wide scope of
industries and accountabilities. Demonstrating a high level of personal drive and integrity, I successfully
balance work with the ability to multitask and remain focused. Striving for excellence in all tasks and
projects, I am committed to being an active and contributing team member within the opportunity as a
Stations Customer & Operations Officer with Sydney Trains.
An example of my interpersonal and negotiation skills was during a training session when one of the
trainees presented as arrogant, aggressive and unwilling to participate. Not wanting to embarrass the
trainee or create an opportunity for further conflict, during a break I approached this person so as to
understand the source of his attitude. Within Sydney Trains, if a train driver neglects to follow
procedure, for example a signal passed at danger (SPAD), when a train passes a stop signal without
authority to do so, he is presented with various options depending on the severity. He may wish to
continue in his current position, but with one more infraction would lose his job completely or he could
accept a lower position and remain employed.
This particular trainee was the latter and was not pleased about his situation. Openly discussing the
situation in an empathetic yet firm manner, I helped the trainee to understand the benefits of remaining
employed and the opportunities that were presented to him in his new role. I assisted him to see the
positive aspects of his current situation and asked if he would be committed to making the most of the
training he was receiving. Surprisingly, the attitude of this trainee immediately changed and once the
class convened was completely engaged and willing to learn and in fact assisted me within the class. To
this day, I work with this man and enjoy a very good relationship.
On another occasion whilst on the platform as Train Guard, I noticed that a vision-impaired customer
was about to take a step into the gap between the train and the platform. Immediately, I called out to
the gentleman and quickly approached him, introducing myself as the Train Guard. I helped him onto
the train as well as asked his destination and stopped the train at his destination, helping him to
disembark. The customer was extremely grateful and thanked me for my assistance.
My ability to work collaboratively has been thoroughly demonstrated in my role as Training Officer. At
the end of each training module, there are assessment tasks that are required of each trainee. Often
these assessments are required to be on a one-to-one basis. That being the case, myself and the
assistant trainer liaise together to schedule the appropriate amount of time along with allocation of the
required resources such as the train simulator located on the college premises. Once the trainee passes
the train simulator assessment, again the assistant trainee and myself will collaborate together to
schedule further training on actual passenger services, ensuring the availability of trains and runs within
the network. As a result of our teamwork and collaboration, our schedules runs smoothly and the
trainees received the required in-class and on-site training.
6 Sound leadership and supervisory skills with the ability to manage and motivate staff to
achieve outcomes in a customer service environment
My sound leadership and supervisory skill were manifest through my various roles during the Easter
Show at Olympic Park. As Station Support Officer, I was tasked with organising the lead up to the event.
This involved installing safety and directional signage, and preparing a team briefing room that included
an overhead projector, a laptop and other technology to facilitate the use of PowerPoint and other
presentations. Additionally, it was my role to research and source all equipment needed. For example,
for equipment that was not in storage needed to be ordered in advance so that it would arrive with
plenty of time to spare. On this occasion, I ordered two-way radios, radios that would operate on the
Government Radio Network (GRN), flags, whistles, vest as well as other personal protective equipment
During the event, I performed the role of Team Leader to motivate and manage the platform with 16
staff members during the peak traffic times of arrivals and departures. Observing the platform from the
vantage point of the upper concourse level, I was able to effectively monitor and direct my staff. Due to
the high-passenger volume, it was essential that the gates leading to the train doors be opened and
closed, at the appropriate time, to maintain the safety of all the attendees. Constantly, I communicated
with my staff with the radios we were equipped with to convey any issues as they arose, motivating
them to provide excellent customer service. As a result of my leadership and motivation skills, there
were no incidents or accidents and in addition, I received a certificate of recognition from the Special
Event Manager and General Stations Operation and Manager, in recognition of outstanding overall
performance and team effort and my commitment to the event.
In demonstration of my experience with special events was during a U2 concert at Olympic Park. As
Customer Service Attendant, I was in charge a team of staff on the platform. Throughout the whole
evening, I remained vigilant in order to keep the customers safe but particularly at the conclusion of the
concert, there was a massive influx of people who wish to leave simultaneously. During this critical time
period, I closely monitored and motivated my staff in their handling of the situation as well as the surge
of people. Using hand radios as well as whistles and flags, I was able to provide specific direction in the
management of the departing crowd, resulting in an incident-free evening and excellent customer
Possessing leadership qualities along with the ability to motivate, I was influential during the transition
from RailCorp to Sydney Trains. As Training Officer, I was delivering a one-day course called Welcome To
Sydney Trains. This course informed the train crew, customer service attendants and presentation staff
on what the transition meant for the network and all employees and changes to their relevant roles.
Since many of the attendees were unsure of job security, many arrived with a negative point of view,
lacking understanding of the new business objectives. I approached each of these people individually, in
order to motivate them to think positively of the benefits of engaging and participating in additional
training giving them hope of future potential opportunities. Since then various trainees have
approached me to thank me for my positive attitude and ability to help them see possible options.
7 Advanced computer literacy skills and experience in the use of word processing, spreadsheet
and database software for data entry, data manipulation and performance reporting
Possessing a naturally detail-oriented personality with very solid analytical skills, I have highlighted my
strong capabilities in both attention to detail and data accuracy skills. Consistently I draw on my high
levels of accuracy and attention to detail in lodging and processing information.
My administrative and computer literacy skills are demonstrated on a daily basis during my delivery of
training sessions to trainees within Sydney Trains. Additionally, once I identify changes that need to be
made, I fill in and submit amendment forms so as to keep the training modules up-to-date. Further,
prior to special events, I am often involved in the setup of team briefing rooms that involve the
installation of technical equipment that facilitate PowerPoint presentations and other electronic
mediums. My computer skills have been duly recognised and I receive positive feedback from my
superiors on a regular basis in recognition of my high-level skills.
As Training Officer, I am experienced in data entry and data analysis in order to influence future training
modules. For example, after a trainee has finished the various module assessments a training record
sheet is filled in by the trainer. This sheet is scanned and stored electronically, saving it in chronological
order and role designation, using the correct naming convention, for quick access for those within the
group. Based on the data collected results and figures are analysed as to how many have been trained
within a certain amount of time, how many passed as well as the number that required additional
training. By analysing common denominators in areas of weakness, adjustments can be made to the
training modules so as to address the identified gaps and lacks of knowledge, providing superior
Further, I am experienced in using the TRIM Management System to retrieve off-site files and boxes.
This becomes particularly pertinent if an employee has an incident within the network. It is possible that
an employee will claim that they did not receive training on a particular aspect. By entering the name of
the trainee into the system, I am able to provide the exact location and the box number of the trainees
files and request its retrieval. For investigative purposes, the person’s files can then be analysed to
establish their results and competency in each area, determining the incidence’s outcome.
Throughout my experience throughout my career to date, I have gained a reputation as someone who
rarely if at all makes errors, I acknowledge that this is testament to my dedication and development of
high analytical methods that allow for early detection and correction of errors prior to them causing
impact. Possessing an understanding that legislation and policies change on a regular basis, I will
continue to keep updated with all applicable adjustments so as to deliver informative and accurate
training as well as deliver superior customer service to all of Sydney Train’s clients.
8 Desirable – Trainer and Assessor qualification
As a successful Training Officer and Train Guard my success thought out my career has been enhanced
my numerous qualifications and personal experience. It is with this training and my career history in
customer-focused delivery that I worked in collaboration with both small and large teams to exceed
customer expectations and create positive experiences by committing to proactive approaches that
improve performance and safety.
As a result of my desire for career progression, I gained qualifications in a Certificate IV in Training and
Assessment (TAE40110) and a Certificate IV in Frontline Management. Additionally I have gained a
significant amount of hands-on experience and in-depth knowledge of the Sydney Trains Network. The
Frontline Management certificate, focused on leadership in the workplace, implementing operational
plans, monitoring a safe workplace, analysing and presenting research information, identifying and
mitigating risk as well as risk management processes, establishing effective workplace relationship and
promoting innovation in a team environment. All of these aspects have proved to be instrumental in my
success as a Train Guard and Training Officer.
Furthermore, I understand the Disability Discrimination Act 1992 and Sydney Train’s mission to improve
the journey experience of its customers through improved information, convenience and service.
Additionally, it is vitally important that people with disabilities are not discriminated against due to their
A practical example my application of the Safety Management System, is in the identification and
rectification of hazards and risks. On one occasion, I identified that the electrical tags on the electrical
equipment had expired. Immediately, I compiled a Hazard Report (SMS-06-FM-4106) and forwarded it
to the Facilities Manager. A tagging and testing company were called in to inspect and re-tag the
electrical equipment. As a result of my keen awareness to safety, the situation of noncompliance and its
legal implications were rectified.
Another example is when I deliver on-site training sessions. Prior to each session, I compile a pre-work
brief (SMS-06-FM-4163) which includes some of the potential risks and hazards, controls and measures
and emergency information. Every time I conduct a meeting with all the trainees, outlining the
importance of adhering to all establish procedures as well as the specific role each person would play in
such an event. This has resulted in the protection of myself and my trainees during on-site training.
All positions I have held within my career, have focused on listening and understanding others and
adapting language and communication skills to suit certain situations. This ability to modify my delivery
methods enables me to be able to serve a wide range of requests from different people. Additionally, I
am alert to opportunities to enhance operational and safety performance within Sydney Train’s complex
transport system in line with the vision of ‘Keep Sydney Moving.’ Further evidence of my qualifications
are listed in my resume.