Karen Chapman

Experience

• 

  Barrier Reef Institute of TAFE

  Jan 1999 - Jan 2005

  • Managing/maintaining all administrative functions for the Department of Learning Futures, including staff, budgets, resources, training for the six teams within the Department.• Assist the Applications Development Team with the development, implementation and evaluation of online services for the Institute to enhance economy and efficiency.• Manage/monitor/maintain/procurement of Infrastructure and Capital Budgets for the Institute• Development of Infrastructure, Hardware Purchasing and Software Purchasing Procedures• Managing/Maintaining Teacher/Tutor Timetables, Course Registration, Course Flyers, Student Orientations.• Investigating Customer Comments• Coordination and booking of staff travel Show less • All administrative duties as per the QA Procedure and the User Choice Contract to develop monitor and maintain all student files under an Apprenticeship or Traineeship for the following Units: Catering & Hospitality, Fitness, Sport & Recreation. • To develop, implement, evaluate and liaise with other departments such as Planning and Information Unit to ensure Quality Procedures are continually met. • Customer Service, handling/receipting of cash, credit cards, EFTPOS• Student enrolments/withdrawals • Telephone/Face to face enquires• Maintain/update student details• All general daily administrative duties to ensure an efficient working team Show less

  • Acting Staff Development and Training Officer

    Jan 2005 - Jan 2005

  • Faculty Administration Officer

    Jan 2001 - Jan 2005

  • Administration Officer Enrolments

    Jan 1999 - Jan 2001
• 

  Barrier Reef Institute of TAFE

  Jan 2006 - Jan 2006

  Videolinq Institute Site Coordinator

  • Manage Videolinq services, equipment and staff for the Institute • Conduct Site Coordinator training and development of training programs • Business and marketing strategies• General Administrative duties to the ICT Solutions Department• Design and development of Videolinq Conference Management Application• Managing/maintaining all administrative functions for the Department of Learning Futures, including staff, budgets, resources, training for the nine teams within the Department.• Assist the Applications Development Team with the development, implementation and evaluation of online services for the Institute to enhance economy and efficiency.• Manage/monitor/maintain/procurement of Infrastructure and Capital Budgets for the Institute• Design and development of Infrastructure Management Application• Coordination and booking of staff travel Show less

• 

  Barrier Reef Institute of TAFE

  Jan 2007 - Jan 2007

  Acting Manager Recognition Services

  • Develop and implement Skills First (RPL) Policies and Procedures• Implement Staff Training Programs• Liaise with Non-Government organisations, other Government Departments and community members to disseminate information regarding government funding processes and eligibility• Develop and conduct Community Information Sessions• Develop and Conduct Staff Information Sessions• Manage and monitor all contracts, funding and reporting requirements for Recognition Services

• 

  Barrier Reef Institute of TAFE

  Jan 2008 - Jan 2013

  • Project management and rollout of “Computers For Teachers”• Project Management of a variety of projects within the ICT Solutions Department• Train and assess staff in Videoconferencing Teacher Training • Mentor delivery staff in the use of Videoconferencing within their current delivery practices• Promote the acceptance of, and assist with, the implementation of web conferencing (iConnect) within the Institute• Manage Videolinq contract, services, equipment and staff for the Institute • Conduct Site Coordinator training and development of training programs • Business and marketing strategies• Monitor and Maintain Videolinq Conference Management Application• Assist Applications Development Team with the Project management, roll out and staff training of SharePoint 2010 to the Institute • General Administrative and Technical duties to the ICT Solutions Department Show less • Facilitate the implementation of TAFE Queensland’s Learning Management System and Learning Content Management System• Provide advice and support to key stakeholders within the Institute during transition phase• Develop and implement policies, practices and procedures for system-wide implementation• Implement change management strategies and initiatives during transition phase• Implement communication strategies and training schedules • Provide administrative and training support to Institute Trainer• Provide regular reports and feedback on project activities to key stakeholders Show less

  • Acting Teacher Videolinq Institute Program Coordinator/Videolinq Institute Site Coordinator

    Jan 2009 - Jan 2013

  • Acting Project Transition Officer

    Jan 2008 - Jan 2009
• 

  TAFE Queensland

  Jan 2013 - Jan 2015

  • Develop, monitor and report against annual and out-year budget processes including managing and monitoring of Institute Chargebacks and payment of invoices in line with contractual requirements.• Track and monitor TAFE-owned IT assets • Review and analysis of performance levels of outsourcers in accordance with contract deliverables. • Assist in the development and execution of public tenders for the delivery of DETE’s Information Technology systems and other related business processes.• Assist in developing reports on the achievement of strategic and operational goals of the services contracted, and the contract arrangement itself, regarding the progress of all outsourcing contracts.• Liaise with management and stakeholders regarding changes to business requirements, to ensure the contracts continue to meet business outcomes.• Ensure audit compliance and internal controls of DETE ICT contracts• Assist with the implementation of contracts transitioning into operations Show less Lead the delivery of best practice contract and vendor management services to:• Manage the services provided by external and internal service contractors and consultants against compliance with contract terms and conditions, contracted deliverables and service level agreements, including the planning and implementation of transitional arrangements for commencement and finalisation of contracts.• Ensure the ongoing viability of all ICT contracts, through consultation with management, staff and other stakeholders, cost management, analysis and benchmarking, to provide for maximisation of benefits and value for money.• Liaise with management and stakeholders regarding changes to business requirements, including negotiation, management and implementation of contract variations with the vendor, to ensure the contract continues to meet business requirements. • Establish and implement Contract Management Plans, including a formal communication and reporting framework for the provision of information to senior management and other stakeholders regarding the progress of all ICT contracts.• Manage a complex expense and revenue budget, including institute chargebacks and reporting Show less • Develop, monitor and report against annual and out-year budget processes including managing and monitoring of Institute Chargebacks and payment of invoices in line with contractual requirements.• Track and monitor TAFE-owned IT assets • Review and analysis of performance levels of outsourcers in accordance with contract deliverables. • Assist in the development and execution of public tenders for the delivery of DETE’s Information Technology systems and other related business processes.• Assist in developing reports on the achievement of strategic and operational goals of the services contracted, and the contract arrangement itself, regarding the progress of all outsourcing contracts.• Liaise with management and stakeholders regarding changes to business requirements, to ensure the contracts continue to meet business outcomes.• Ensure audit compliance and internal controls of DETE ICT contracts• Assist with the implementation of contracts transitioning into operations Show less

  • Acting Contract Administrator

    Jan 2014 - Jan 2015

  • Acting Contract Manager

    Jan 2013 - Jan 2014

  • Acting Contract Administrator

    Jan 2013 - Jan 2013
• 

  Queensland Rail

  May 2016 - May 2021

  • Manage function controls including coordination of inputs from across ICT.• Develop and maintenance of internal work instructions• Manage and report on internal ICT Delivery Support Services activities.• Provide support for business process design/redesign as well as communication strategies and change management plans and advice.• Produce complex and detailed documentation; organise/facilitate high level meetings to gather information, inform intentions, negotiate and affect outcomes. Show less

  • ICT Senior Portfolio Coordinator

    Apr 2018 - May 2021

  • ICT Delivery Support Officer

    May 2016 - Apr 2018
• 

  Opal Healthcare

  Sept 2021 - now

  • Ensure full occupancy of the Care Community through effective sales and admissions processes• Maximise the uptake of Additional Services and ensure effective provision• Lead and provide efficient and effective clerical and administration services, which support the operations of the business• Lead a team that delivers customer support services, responsive to the needs of residents, team members, visitors, and service providers• Support the General Manager and Leadership Team• Customer support team engagement survey results and feedback• Management of absenteeism levels• Internal Quality audits• Management of HR, resident, and training records• All shifts filled on roster with overtime and agency budgets met • Payroll completed on time• Mandatory training and team members records maintained• Deliver continuous improvement plans and special projects• Maintain Master Emergency Management Plan including accurate and timely information for use during evacuation Show less • Supports sales and admissions process for new residents• Provides efficient and effective clerical and administration services for the home including rostering and payroll• Provides customer support services, responsive to the needs of residents, staff, visitors and service providers• Maintain financial, resident, customer and other information systems • Organise meetings, including room bookings, refreshments, scheduling attendance and follow up• Prepare meeting minutes, mail, faxes, newsletters, reports, letters• Perform credit card, petty cash, banking, resident charges and reconciliation functions• Provide reception and telephone answering support• Managing stationary levels and reordering• Support the Customer Support Manager Show less

  • Customer Support Manager

    Jan 2022 - now

  • Customer Support Assistance

    Sept 2021 - Jan 2022