Carmelita Edmonds

• Lead and support the Contact and Support Centre, the Private Sessions and Wellbeing teams which delivers front line enquiry support, facilitation and wellbeing for Survivors and internal staff of the Royal Commission.
• Provide oversight, advice and leadership, to ensure that the Commission meets its responsibilities to survivors, victim and witnesses as set out in the Terms of Reference. Survivors are managed appropriately in a trauma informed way and with empathy in their dealings with the Commission, recognising that many survivors may be vulnerable, hard to reach and require tailored support to meet their needs.
• Managerial oversight and co-ordination of business planning, budget management.
• Proactively mentor, coach and support the Survivor Accounts team to work inclusively and to use whānau centred and trauma informed approaches.
• Develop effective and cohesive teams that have empathy with and understanding of the issues that survivors face in sharing their account of abuse in care.
• Develop high quality and strategic advice for the Associate Executive Director – Survivor Accounts, Engagement and Communications to deliver outcomes for survivors, victims and other impacted parties through the Commission work programme
• Stakeholder manage and work closely with counselling support services and external providers, across Aotearoa and Australia to ensure survivors are provided with appropriate levels of support

• Provide trusted advice to the Associate Executive Director on matters of complexity, sensitivity, policy, strategic and operational
• Provide thought leadership and advice to support senior leaders in the directorate in various situations, strategy, operational, resourcing, risk mitigation, trouble shooting and complex issue resolution
• Developed effective improvement plans in alignment with goals and specifications.
• Review and provide quality assurance on proposals, papers and recommendations that impact survivors, staff and the delivery of our work programme
• Generated reports detailing findings and recommendations.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
• Created plans and communicated deadlines to complete projects on time.
• Coached staff on daily performance and conducted evaluations to constructively address concerns.

• Trusted Advisor to the GM Strategy and Assurance and other senior managers.
• Provide direction and structure to the work across the Secretariat with trusted advice on matters including, policy, process, engagement, wellbeing, culture, risk management, privacy and leadership.
• Identify, develop and implement policies for either absent or underdeveloped topics to address knowledge gaps, provide guidelines, e.g. Expense policy, complaints policy etc
• Review report and advise on complex matters, including formal complaints
• Provide thought leadership and advice to inform the Royal Commission's strategic direction, innovative and agile ways of service delivery, and build staff capability.

• Established and lead policy and advocacy initiatives on behalf of Physicians and specifically champion NZ on health matters in line with the College's position. Provide mentor and coaching to Policy Advisors
• Provide advice and support to the New Zealand President, President Elect of the NZ committee and Board Directors on matters of the college in NZ.
• Strengthen and enhance the quality of engagement with external stakeholders, including Medical Council, Health Workforce, Ministry of Health Government agencies and other Medical Colleges.
• Managerial oversight and co-ordination of business planning, budget management.

• Manage programme outputs through creating robust, agile and responsive systems and processes delivering quality, measurable outcomes.
• Provide trusted advice to Senior Leadership of matters involving the programmes, support for trainee GP's and ongoing educational support and mentoring for experienced GP's.
• Lead advisors to deliver timely customer focused service and support.
• Cultivated strong business relationships with clients to increase overall experience, satisfaction and retention rates.
• Monitored customer feedback to devise business strategies and determine process improvements for better customer experiences.

Took a few months to recharge and enjoy a career break.

• Manager Business Support Centre 2015 -2016
• Head of Customer Services ACC 2011 - 2015
• Manager Debt Management Unit, ACC, 2007-2011
• Manager Technical Support, ACC 2000-2006
• Various positions at TelstraClear 5 years, ANZ bank 10 years.