As the next step, a team drawn from Governance Services, Human Resources and Student Advocacy and Support has been working on a series of resources, so staff managing complaints have the right sort of training and support to navigate their way through the sometimes complex field of complaint management.

The resources include a short online training video, which features an introduction by the Vice-Chancellor developed in conjunction with Nina Harding. Nina is a professional mediator, facilitator and law lecturer at several universities. Using practical examples, the video demonstrates key steps for responding to complaints. Accompanying the video is a discussion guide for teams to use, and a checklist to remind staff of the steps to consider when dealing with a complaint.

“Effectively managing complaints from our students and community is critical to Macquarie achieving its purpose of being a University of service and engagement,” said Deidre. “These training resources will provide teams and individuals who deal in front line management with the skills to respond to complaints in a timely and professional manner.”

Staff are encouraged to watch the video and use the resources, to learn about how to manage complaints, or to brush up on their existing skills.

Watch the video now.

Macquarie also benefits from this program; as research shows volunteering boosts morale, productivity, and personal and professional growth.

Amy Macintyre from Group Marketing has already taken advantage of this great initiative, volunteering in January this year. Here she shares her story with This Week:

During the summer school holidays I took my two days’ volunteers leave in addition to annual leave in order to spend a week in Nowra as a kids club leader at the local All Saints Anglican Church. The Safari-themed program was designed to engage local kids, many from disadvantaged communities in the surrounding area, and offered them a week of nutritious breakfasts, followed by games, music, craft, and a highlight activity each day including water sports and a visit from the local petting zoo!

The kids club was part of a larger annual program called ‘Summerfest’ which includes other team-led programs including a crèche, a men’s breakfast series, women’s high tea and parenting events, and a teenage/youth program run especially for the local community.

This was my first time volunteering at Summerfest and I found it very rewarding – I’m grateful I could get involved. It’s easy to return to work after a resort getaway feeling refreshed, but sometimes it takes a week of dressing up as a cheetah and playing ‘stuck in the mud’ with 70 kids in 40 degree heat to benefit from a bit of perspective, a sense of achievement, and renewed enthusiasm!

Learn more about the opportunity and find out how to get involved. Consider how you and your colleagues can ‘give back’ in 2016 – and remember to share your adventure with us here at This Week.

UniForum looks at the important work done in support and administrative services and does not cover academic services. It involves a data collection through a survey which some of you may be asked to do by your manager over the coming weeks. The aim is to give us an accurate picture of how we deploy support services across 13 functional areas and how this compares to other universities. For more information on the study, visit the UniForum website. The program is run by Cubane Consulting.

As an organisation c omitted to service and engagement, we need to ensure we have the right information to make the right decisions so as to optimise our effectiveness. We are committed to this study being an open and transparent process and will keep you informed throughout.

Nicole Gower
Director, Human Resources

A University of Wollongong alumnus, Alex will return to spearhead the institution’s international growth strategy, having overseen the MGSM’s rise in international business school rankings and with experience as CEO of leading R&D organisation, Capital Markets CRC.

Professor Frino has made a significant contribution to MGSM and the University, and been a driving force behind the stellar rankings for the business school, ranked Australia’s best and in the top 100 globally. He leaves MGSM in a strong position for continued success and growth.

Advice on acting arrangements for an interim appointment will be communicated in due course.

Academic promotions are an opportunity to recognise and reward the staff who have demonstrated and sustained excellence in the three elements of academic endeavour – teaching, research and community engagement.

To be considered for academic promotion, candidates must demonstrate that they meet the criteria of the level they seek promotion to and demonstrate that their all-round performance exceeds the expectations and criteria of their current level.

Congratulations to the following staff, in no particular order:

Lecturer

• Milena Gandy
• Vince Polito
• Wei Deng
• Robert Pfeifer
• Stephanie Russo
• Bingyang Shi
• Murray Taylor
• Daniel Ghezelbash

Senior Lecturer

• Michael Proctor
• Leanne Carter
• Lurion De Mello
• Meiting Lu
• Ying (Candy) Lu
• Sophia Su
• Dalbir Ahlawat
• Paul Formosa
• Saskia Kohnen
• Helen Little
• Justine Lloyd
• Lee Spitler
• Dale Tweedie
• Gregory Walkerden

Associate Professor

• Michael Batanin
• Ross Gordon
• Ayse Bilgin
• Matthew Bower
• Trevor Evans
• Diane Hughes
• Annabelle Lukin
• Kristian Ruming
• Paul Sheehan

Professor

• Dorrit Jacob
• Genevieve McArthur
• Nickolai Titov
• Shawkat Alam
• Brian Atwell
• Gillian Heller
• Phillip Taylor

Learn more about academic promotions.

As a proud White Ribbon accredited workplace since 2013, more than 250 staff from across campus came together at a special lunch time event in Marxine’s Courtyard last Wednesday 25 November, to mark White Ribbon Day and show support for the national campaign.

Guest speakers included Professor Sakkie Pretorius, Deputy Vice-Chancellor (Research); Wendy Shepherd, Director of Mia Mia Child Study Centre, Institute of Early Childhood; and Adam Joyce from the Department of Physics and Astronomy, and President of the Macquarie University Rugby Club.

It was apparent from the moving speeches made, the matter of domestic violence is one close to the heart, with many impacted by this global issue. The diversity of the speakers also highlighted the willingness for all areas of Macquarie community to come together to raise awareness and lead change as a workplace.

“As one of the world’s first accredited White Ribbon Workplaces, Macquarie is committed to being a leader in the prevention of violence against women and the promotion of respectful relationships in our workplace and community,” said Nicole Gower, Director of Human Resources and MC at the event.

As part of the event, Nicole announced new guidelines and online resources now available for staff about domestic violence prevention and support, furthering Macquarie’s commitment to create a positive and supportive workplace environment in which staff members who are affected feel comfortable requesting assistance and confident of receiving support.

Read more about the White Ribbon Workplace program at Macquarie

We asked Distinguished Professor Mark Westoby and Carolyn Wivell, who this year celebrate 40 years of service to the University, about the changes and highlights they’ve experienced during their time.

For Distinguished Professor Mark Westoby from the Department of Biological Sciences, the important things take decades to happen. “What’s most worth remembering is how we’ve built a real university – planted the gardens and made artwork for the walls, written curriculum that’s ahead of the textbooks, graduated PhDs who became leaders at other universities, and published the papers that established our recognition on the world research scene.”

Mark says if he had to pick one memorable moment from the past, it would be the several dozen Biological Sciences research students who have won best-presentation and best-research awards at national conferences.

“It has been a privilege and a pleasure to work here for so long,” says Caroyln Wivell, Information Services Librarian. “Though it is a cliché, the highlights for me have been the vast array of fantastic people I have met over the years and abiding friendships.”

Carolyn says for her, a very memorable moment was being in the old Library the evening it was struck by lightning. “It was a Friday and the lightning strike mucked-up the electronics so the fire alarm sounded all weekend. I can’t remember the year but it was the late 80s. I still have somewhere a chunk of concrete that was knocked off the building.”

As for the changes Carolyn has seen during her time here, the biggest are the campus developments. “When I started there were only a few ‘tallish’ buildings, a central lawn and the rest was largely red mud or dust – depending on the season. We are very lucky to have a university on a campus that is so beautiful.”

Congratulations to all our long serving staff

40 years of service

• Carolyn Wivell
• Distinguished Professor Mark Westoby

25 years of service

• Suzanne Curtis
• Associate Professor Tony Bryant
• Associate Professor Pamela Coutts
• Maree Nelson
• Hazel Green
• Kathy Wheeler
• Associate Professor Jun Ma
• Professor Tony Parker
• Dr Michael Dobbie
• Liz Lee
• Pam Morpeth
• Andrea Ruttenberg
• Associate Professor Archana Parashar
• Associate Professor Hope Ashiabor
• Jenny Nicholls
• Associate Professor Rein Vesilo
• Professor Peter Karuso
• Dr Samantha Sin
• Professor Catriona Mackenzie
• Dr Alison Vicary
• Kayo Nakazawa
• Peter Adams
• Dr Peter Dekker
• Hedda Paisley
• Coral Vangsnes
• Elsa Mardones
• Jane Kim

Staff and students may have concerns regarding travel abroad, and this response is understandable at times such as these. Overseas travel is an important part of our daily business, and there is considerable support for any member of our community undertaking an overseas trip. The University’s travel policy and procedure includes a risk assessment for every destination, and the University’s travel safety website provides further information for all staff and students.

For further information or assistance, please contact your line manager, academic advisor, Student Services or Campus Wellbeing.

In the lead up to the 2015 Vice-Chancellor’s Excellence Awards for Professional Staff, This Week is highlighting individuals and teams shortlisted for an award, with the winners in each category to be announced at an Awards ceremony on Tuesday 17 November.

Below are the shortlisted individuals and teams who are in the running to win in one of the four Award categories:

1. Collaboration and Connection
2. Leadership Excellence
3. Outstanding service
4. Innovation and Process Improvement

All Award winners will be highlighted in next week’s edition of This Week.

Collaboration and connection
A commitment to building connections and actively collaborating with others within and/our outside the University.

Individual staff

• Lousie Goddard – Facilities and Timetabling Officer, Human Sciences
• Michael Grant – Educational Developer, Learning and Teaching Centre
• Tori Hocking – Executive Officer, Office of the Deputy Vice-Chancellor (Research)
• Leigh Staas – Executive Officer, Climate Futures and Biodiversity Node, Science and Engineering

Online Donations Streamlining team

• Agatha Albano – Manager, Services and Gift Records, Advancement
• Muhammed Baykal – Advancement Systems Administrator, Information Technology
• Eswari Chellappah – Systems Manager, Finance
• Nick Krstich – Data and Reporting Analyst, Advancement
• Ashley Kumar – Gifts and Finance Officer, Advancement
• Zubeda Raihman – Manager Revenue Services, Finance

The Soup Kitchen team, Campus Life

• Peter Brewty – Executive Chef
• Nurul Haque – Chef de Partie
• Amanda Li – Demi Chef
• David Oh – Head Chef

Leadership excellence
A commitment to creating a culture of service and engagement

Individual staff

• Lilia Draganov – Student Support Coordinator, Business and Economics
• John Durbridge – Campus Security Manager, Property
• Rekha Joshi – Senior Technical Manager, Science and Engineering

Outstanding service
A commitment to delivery outstanding service to clients and/or stakeholders

Individual staff

• Maria Brittain – Receptionist, Human Sciences
• Adam Joyce – Senior Scientific Officer, Science and Engineering
• Melissa Kruup – Human Resources Adviser, Human Resources
• Lachlan McPhail – Health and Safety Coordinator, Risk and Assurance

Faculty of Arts Research Office team

• Christine Boman – Grants Officer
• Ruth Cox – Faculty Research Officer
• Gill Ellis – Faculty Research Manager
• Glenda Hewett – Research Officer

Screen Production technical and facilities team

• Marcus Eckermann – Media Technical Officer, Arts
• David Mitchell – Screen Production and Facilities Manager, Arts

Innovation and process improvement
A commitment to innovation and/or process improvement

Individual staff

• Tony Demetriou – Student Enquiry Management System Administrator, Student Systems
• John Durbridge – Campus Security Manager, Property
• Shayaan Malik – Career and Employment Adviser, Career and Employment Service
• Winnie Man – Scientific Officer, Science and Engineering
• Suchitra Patki – Research Reporting Accountant, Finance

Biological Sciences Administrative team

• Lara Ainley – General Assistant
• Marie Howitt – Administrative Officer
• Katherine McClellan – Associate Lecturer
• Laura McMillan – Administrative Officer
• Anne Marie Monchamp – Department Administrator
• Sharyon O’Donnell – Executive Officer (team leader)
• Veronica Paralta – Department Administrator
• Teresa Potalivo – Department Administrator
• Vince Repaci – Administrative Assistant
• Hannah Woodrow Clark – Administrative Assistant

Library Rapid Improvement Event team

• Michelle Barr – Library Services Officer
• Jenny Bremner – Library Quality and Planning Manager
• Alison Briggs – Manager, Library Space and Facility Planning
• Medwenna Buckland – Library Assessment Coordinator
• Fiona Burton – Associate University Librarian
• Catie Croaker – Research Librarian
• Annabel Daley – Administrative Services Coordinator
• David Di Muro – Library Services Coordinator
• Simone Farrelly – Library Facility Administration Officer
• Paul Howse – Library Administrative Services Officer
• Luke Jays – IT Client Support Officer
• Reenah Jays – Library Services Coordinator
• Siobhan Kelly – Library Services Assistant
• Mariette Le Roux-McClement – Discipline Group Leader (Science)
• Prameeta Lingam – Library Services Officer
• Katie Mann – Library Learning and Development Manager
• Ian McAllan – Library Services Officer
• Josephine Morton – Collections and Discovery Librarian
• Nishen Naidoo – Senior Systems Analyst
• Andrew O’Connor – Library Facilities Officer
• Lenore O’Connor – Library Services Manager
• Wendy Palmer – Library Facility Coordinator
• Shruthi Sridhara – Library Project Support Officer
• Isabella Trahn – Manager, Library Planning and Administrative Services
• Susan Vickery – Associate University Librarian
• Christopher Westman – IT Operations Manager
• Ambrose Wong – Library Services Officer
• Craig Wong – Library Shelver

Congratulations to all staff shortlisted for an award.

• Laura Heron
• Linda Kerr
• Collette Ryan
• Vasantha Saparamadu

In brief, the MUCC discusses matters related to:

• the implementation of the Enterprise Agreement;
• employment related policies;
• training and career development;
• workplace diversity; and
• Health and Safety.

The University would like to thank all staff members who voted in the election and each nominee for their time and effort in participating in the election process.