When disaster strikes, communities need more than financial aid – they need people who care. For Alex, stepping into the world of disaster recovery was a leap from a comfortable school admin role into an unpredictable, fast-paced environment where every decision mattered. What started as a four-week contract turned into nine months of life-changing work, helping vulnerable families rebuild after devastating events. In this Q&A, Alex shares her journey, the challenges she faced, and why she’d do it all again in a heartbeat.
Photo courtesy of Alex Wiseman
Please introduce yourself
A: My name is Alex. I’ve worked in admin for quite some time, most recently I spent 10 years working part time as a school admin officer while my 2 boys were going through school. The aspect I most enjoy about an admin role is helping people & making things happen. After they had left school & although working part time was great, I wanted to work on something for myself. I decided to change jobs.
Can you tell us about the disaster recovery project you were involved in?
A: I registered with the Windsor Group in November 2024 & waited with bated breath for a possible disaster activation. I had no idea what to expect, but after an interview with Annette & getting to know me, Annette said I’d be perfect for the role. I started at Community Recovery at the beginning of February 2025 as a Grants Processing Officer. I started in the QA (Quality Assurance) team. The QA team were responsible for the final check of EHA (Emergency Hardship Assistance Grant) & ESHA (Essential Services Hardship Assistance Grant) applications before payment was professed. It wasn’t long till I moved to the EHA & ESHA team, to process applications for the Far North Rainfall event of January 2025. This involved communicating with applicants to process their applications. As TC Alfred (Tropical Cyclone) hit I was deployed out to SEQ Community Recovery Hubs as a Grants Subject Matter Expert, to assist with training & information updates to Hub grants officers. In mid April 2025 I was brought back to the main office to work in the Structural Assistance Grant team (SAG).
What was your role, and what did a typical day look like?
A: A typical day in the EHA & ESHA team consisted of working through a queue of applicants to determine what information was required. Speaking with applicants in disaster events to obtain required information, ie: driver’s license, Medicare cards and information about their circumstances. This was often an opportunity to discuss with applicants what grants were available to them.
Community Recovery is very much an ever-changing environment. There is always something to learn, updated policies & criteria.
A typical day whilst working in the HUBs were long, challenging, but extremely rewarding. Reporting to the coordinating centre at 7am to find out which Hub we would be assigned to for the day or week, discuss any changes to processes or updates, collect a car & travel to the Hub. Whilst at the Hubs I would train the Hub grants officers, take part in daily briefings & advice of any updates or changes to procedures.
Each day in the SAG team was completely different. One day we could be working through brand new applications that required applicant contact, requesting relevant information ie: ID, earnings, rates notices, proof of damage, insurance information. The next we could be completing full assessments of all information obtained & working through damage reports.
I am currently a grants coordinator/case manager in the SAG team. Coordinating successful applicants work towards the repairs to their homes. Negotiating with vendors & processing third party payments are part of the role.
What were some of the biggest challenges you faced during the project?
A: One of the earlier challenges I faced were the many updates & changes to processes on a daily basis. Moving into the SAG team meant a large amount of information had to be learnt quickly, but there is a large support system & lots of training. The biggest challenge I have faced would have to be speaking with vulnerable applicants. Listening & recording the details of one of the most traumatic experiences of their lives has been difficult. Community Recovery are extremely supportive & offer psychosocial training & support.
Were there any standout moments or events during this placement?
A: Working in the Hubs after TC Alfred offered experiences I will always remember. Speaking directly to applicants & advising how we could best support them with the knowledge of all the grants available. Applicants attending with little or no knowledge of Community Recovery, listening to their situations & informing them about the grants & what other supports were available. Being able to help people when they really needed it was the most stand out moment during my placement.
How did Windsor Group support you in preparing for or navigating this assignment?
A: Windsor Group prepared me prior to placement with a full description of the role & Community Recovery. During placement I had regular check ins & Annette has always made herself available for any concerns that I may have.
What impact do you feel your work had on the community or organisation?
A: I feel my work has had a positive impact on the community & CR (Community Recovery) applicants. I have armed myself with knowledge of all grants & services available to applicants in need. The camaraderie in the SAG team is contagious & fun. I love working in a team where we are equally hard working, conscientious, but fun loving & supportive. I feel I was part of a large impact whilst working in the SEQ hubs, currently supporting my 25 SAG applicants during case management to participating in crazy hair day or making our SAG mascot cow – (We celebrate COW’s – Completion of Works).
What did you learn from the experience, professionally or personally?
A: I spent 10 years in a very sedentary & comfortable role. When Annette told me about the Grants Processing Officer position at Community Recovery I doubted I would have been able to successfully take on a new role. A 4 week contract has continued for 9 months. I learnt I am very capable & able to move out of my comfort zone & tackle new experiences & challenges. I am capable of learning a new & complex role, make mistakes but move forward without it being the end of the world. I know I have achieved more in 9 months than I did in 10 years. I learned that I’m a procedural learner, and once I understood this, tackling new processes became much easier.
Would you take on similar work again in the future?
A: I would take on the same or similar role again without hesitation. I have grown professionally & personally a great deal. Having my contract extended with Community Recovery has given me the opportunity to take part in project work & meet some incredible people in the sector.
What advice would you give to someone else thinking about getting involved in this kind of work?
A: My advice would be definitely apply. If you are the type of person who loves a challenge, learning new things, meeting amazing people, a fast paced work environment & helping people in their most vulnerable parts of their life, this is the role for you.
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