Craig Birrell 
Newcastle Australia

Professional Experience

Operational Management Experience
In excess of 12 years front line management experience, operating under  team based and traditional management structures within the New South Wales (NSW) Public Sector. Focusing on: Consumer Protection, Complaint Management, Systems Review and Communication Strategies, which has included:
 
• Reviewing client service delivery programs, formulating alternatives and decentralised service models;
• Authoring operational procedures for Regional Services Division of NSW Department of Consumer Affairs;
• Manage the investigation of complaints, negotiate and formulate advice for the commissioner for Consumer Affairs.
Training & Development Experience
For the past seven years I have been involved in training, four years ago formally moving into the learning and development arena. During this time I have designed, developed, delivered and evaluated learning an information strategies using conventional and competency based approaches.
 
• Prepare programs utilising operational and individual based analysis, focus groups, behavioral and systematic methodologies, revise and author enterprise competency standards. Instructional writing of Certificate IV modules - a TAFE programs by the Insurance Association of Australia ;
• Design and implement the Senior Management Certificate for the Department of Fair Trading in conjunction with Southern Cross University;
• Institute non training solutions for performance based problems through coaching;
• Member and training adviser to the Consumer Credit Implementation Working Party (1996/7). CoOrdinate and oversee contractors in the development of learning resources and materials for Australia's Consumer Protection Agencies;
• I have delivered a variety of technical and behavourial based training programs.

Academic Studies

current: Graduate Diploma of Education (Vocational Education and Training)
Charles Sturt University (Wagga Wagga NSW)

current: Graduate Certificate of Management Communication
Open Training and Education Network (NSW)

1997: Graduate Certificate Adult Education (Training)
University of Technology

1996: Bachelor of General Studies (major in Sociology)
Charles Sturt University (Wagga Wagga NSW)
 

Professional Development Programs

Facilitation, Negotiations & Conflict Resolution, Job Analysis and Evaluation (OCR), Project Management, Structured Writing, Mediation.