Sue West

Experience

• 

  Land Titles Office and Department of Information Technology and Management

  Feb 1981 - Jun 2000

  Various: HR Analyst, Business Analyst, Survey Drafting Officer

  Service delivery and project management in a range of roles across human resources, finance, client service, survey drafting, evaluation and quality improvement.

• 

  Housing NSW

  Jun 2000 - Dec 2005

  Project Manager, Manager Community Development & Senior Business Analyst

  Provided early design work on a single application process. Reviewed and revised training and communications content for review of tenure enhancements.Wrote Business Case and Benefits Realisation for suite of projects under a Business Process Streamlining program. Established project team, piloted initiatives and reported on findings. Transitioned projects under the program to existing business units.Designed and authored paper on revised Area Model resulting in significant changes to team, area and region structures. Introduced leadership networks across the region for service improvement initiatives. Developed and implemented community development program and supporting area governance program. Designed submission process for area based grants and designed and implemented community based initiatives. Wrote regional Business Plan and developed Business Reporting Framework. Project lead and author of 2 Annual Reports (one received a Silver Award, a first for Housing NSW). Co-designed and implemented a time-sheeting model for costing products and services.Conducted internal review on Executive Board functioning. Show less

• 

  Housing NSW

  Jan 2011 - Aug 2013

  A/ General Manager Housing Services, Director Service Improvement, Project Director

  Designed and co-managed the Housing NSW resource allocation and district based budgets across the state. Realignment of 1200 staff resources and budget of $85M to enable localisation to FACS districts.Managed frontline social housing services in a number of locations across NSW including areas within South Western Sydney, Mid North Coast, Illawarra and Murrumbidgee.Strategic planning and policy and project work relating to social housing services. Developed and contributed to policy and business process improvements in housing application process, management of anti-social behaviour, housing management transfers and housing tenure.Managed budget and operational/client service performance across 320 staff within an employee related budget of $28M and $6M admin and working. This included regional and area based client service teams.Managed media responses to contentious issues.Managed Regional Disaster Recovery preparation and responses, including development of new procedures.Provided early design work on a single application process. Reviewed and revised training and communications content for review of tenure enhancements.Conducted comprehensive analysis of Housing Assistance business processes within client service team. Show less

• 

  Department of Family and Community Services (NSW)

  Sept 2013 - Sept 2016

  District Director

  Achieved local district model for delivery of NSW Family and Community Services. Facilitated, co-designed and led localised solutions through the development of a sustainable client-centred service delivery model responsive to local community. Service delivery managed within budget and service targets. Fostered local partnerships and arrangements that encouraged mutual learning of service system and improved system capacity. Influenced mainstream service delivery agencies to develop and provide effective services to FACS clients. challenges and opportunities and developed local services for clients and communities.Implemented initiatives to build a capable workforce characterised by a culture of integrity, trust, service and accountability. Promoted workplace safety and wellbeing and minimised workplace risk. Show less

• 

  Sue West Consulting

  Feb 2017 - now

  Consultant

  Designed and developed components of service delivery and service system model for business growth and improved client outcomes. Identified required resources and key capabilities for innovative and effective service delivery roles. Conveyed potential model to improve client service experience and access to opportunities.Identified opportunities and systems for improved governance.

• 

  NSW Department of Planning, Industry and Environment

  Jan 2019 - now

  Strategic HR Business Partner

  HR and change management, service design, delivery and good governance - GAICD