Work Experience

Table of Contents REFLECTIVE REPORT 3 KEY DUTIES AND RESPONSIBILITIES: 3 Skills, Knowledge and Competence: 6 Insight 9 Outcomes 14 PORTFOLIO 16 SWOT ANALYSIS 19 Conclusion 20 Appendices 21 Department Organizational Chart 27 WORK EXPERIENCE LOG SHEET 28

Registered Name of Business Partner: Turks & Caicos Islands Government, Ministry of Finance, Customs Department

Job Title: Administrative Assistant

Location: Treasury Building, Butterfield Square, Downtown Providenciales, Turks and Caicos Islands.

The administrative officer, has the responsibility for the smooth operation of administrative functions in the office and for dealing with information that is sensitive and/or confidential.

1. Administrates and monitors the financial system in order to ensure that the Departmental finances are maintained in an accurate and timely manner.

Main Activities

a) Supports the preparation of budgets

b) Prepares appropriate documentation for Head of Department approval

c) Establishes and maintain supplier accounts

d) Ensures transactions are properly recorded and entered into the computerized accounting system.

e) Verifies and submit purchase orders, vouchers and invoices for approval

f) Maintains financial files and records

2. Supervises administrative services for all matters relating to the Department

Main Activities

a) Administers and maintains Departmental record systems and manage databases

b) Manages systems for the filing, storage and security of documents

c) Manages the repair and maintenance of computer and office equipment

d) Supervises customer services and respond to complex customer inquiries

e) Deals with the management of sensitive and/or confidential information

f) Administers contracts

g) Arranges dissemination of information

h) Monitors meeting arrangements

i) Provides administrative support to meetings by preparing agendas and writing minutes

j) Ensures travel arrangements for departmental personnel are made

k) Manages systems for availability of supplies and equipment in the Department.

Day to Day Responsibilities of Administrative Officer

· Oversee receptionist area, including greeting visitor

·  Responding to telephone and in-person requests for information.

· Manage capital purchases, direct vendor relations, generate and maintain records.

· Process monthly expense reports reflecting supporting documents.

· Coordinate and maintain weekly attendance and annual vacation records on 60+ departmental employees.

· Coordinate Inventory orders, office supplies and travel arrangements for Customs Department personnel.

· Design electronic file systems and maintained electronic and paper files Managed the day-to-day calendar for Collector of Customs and Senior Managers.

· Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and conferences.

· Assisted with event planning.

1. Compile a chart listing the employability skills used in the work experience

Employability Skills

· Passionate and Driven about the job

· Strives for Excellence

· Technological Skills

· Verbal & Written Communication Skills

· Resourcefulness

· Planning and organizing

· Strategic Planning

· Anticipates Needs

· Detailed-Oriented

4

Work experience was under the Supervision Deputy Collector of Customs (Human Resources) and attached to the Customs Administrative Officer, as an assistant.

2. Discuss how your knowledge base and personal skill set evolved during your WE

Over the past few weeks, I have had the privileged of conducting my work experience with the Turks and Caicos Islands Customs Department, where I was able to work in the administration area. I have over twenty (20) years in the Civil Service, all with the Customs Department, but worked mainly in enforcement. In my service I have also acquired customers service training and also perform department training. With the experience I’ve gained during this work experience I have attained a more holistic view of this department, able to connect more of the dots from observing how each unit is dependent upon another. I personally can see that there is no vacuum that any department works in and communication, sharing of relevant information, support and dedication go a long way.

3. Explain how your new knowledge and skills are relevant to your academic studies and future career goals.

I am currently pursuing my Bachelor’s Degree in Business Administration focusing on Human Resources Management and with the new strategic planning and improved detailed-oriented skills acquired from the work experience I am confident that Human Resource Management will be my future career goal and it will provide me with the opportunity to take on some really interesting and challenging responsibilities. With this work experience, it gave me an opportunity to get a sample of what a career in this arena would look like as I was able to gather much from observing and interacting. I was also able to apply many of the ideas and concepts taught from which my studies.

4.What strengths and weaknesses were uncovered by the experience and how will you improve on your strengths or address your weaknesses?

Although I am a veteran officer of the department, I am enthusiastic about my work and my job, I demonstrate a “can-do” attitude and strive for cohesiveness, good teamwork and comradery amongst colleagues. I am an innovator and love to see progress (helping to streamline certain procedure and improving processes). I believe there is great reward in encouraging and inspiring others, so I delight myself in it. I’ve also grown to become an advocate for staff members over the years and in various situations, ensuring that improved conductions and treatment has applicable to all. I’ve functioned as a mediator in conflict situation and brought resolve to internal and external issues. I am always in a posture to absorb and broaden my horizon and love efficiency. I am an active listener but not always the best verbal communicator, however, I can intelligently read people’s moods or a room to decipher approach and possible outcome. This helps me with empathy and understanding, which drive my passion and compassion to see people progress or succeed. Recognizing that those are some of my strengths, I also note that there are areas where I demonstrate weaknesses. One such weakness was having a false perception of the job areas and not understand the challenges they face. Also realized I needed to be more open to learning new things of different nature and allow others to teach and give instructions and be patient in practice.

5. Describe how your thinking about career choices has been influenced by this experience.

I have always seen myself as someone who enjoys seeing people succeed or improve themselves and often found myself helping in those endeavors. The opportunity afforded to me during this work experience shed additional light on that, as I was able to demonstrate the passion I have for staff and solving problems and assisting in organizational matter. Being able to show support to officers and displaying consistent customer service during this time of crisis made the difference in many situations.

1. What are your observations about the organizations and professional roles and norms?

The Customs Department is branch of the Ministry of Finance and plays a vital role in revenue collection for the Government. The department is not the average government administration as it has dual roles, revenue collection and border protection. With a staff complement larger than most department, the organization also has to manage staff members throughout the islands. The structure of the organization is complexed and leadership operates in an autocratic style. Management makes the majority of the decisions and they are handed down to be activated by line staff, however in some instances there are semi-democratic situation, where feedback and input by staff is acquired prior to major decisions. The department is task driven and big on accountability and responsibility. Officer are trained to be well rounded as the dynamics of this department vary. Unit leaders look for feedback from assignments and results are expected in a written report, electronic or otherwise.

2. How did the WE change your view of yourself and contribute to your professional development?

As a contribution to my professional development, I believe this work experience gave a lot more perspective to the job and what it really entails. Having some knowledge of this area of work it provided an avenue for me to better understand the need for proper, functioning Human Resource Management in a department and also the need for completing task in a timely manner. With this hands on experience I was able to an instant glimpse of the importance of HR and admin in the department. There was no thought that I would have to enter everyday with my A game in order to proper contribute.

Through my development of this work experience, I was able to acquire the following:

· Gained experience in communication and handling internal and external conflict.

· Handing staff concerns with fairness, confidence and courtesy.

· The ability to interact with persons or various calibers, while exercising confidence in decision making

· The ability to management and control of resources in an effective, balances and firm manner.

3. What knowledge and skills (new or enhanced) were developed?

During my time on this work experience is was able to differentiate between the various functionalities of the organization. The element also enabled me to engage in the financial decisions as well as the human decisions. There was much to gain from especially in the area of being attentive and timely. I was able to develop a new appreciation for the financial management of the department and acquire some additional skills in that arena, being involved with budget adjusting and reallocation of funds.

4. How did the WE affect your academic or career plans?

Being able to participate in this work experience was a change of pace for me, given the opportunity to engage in the work of my studies helped to align with many of the topics and discussions, connecting all the theory to this practical experience. This not only gave me confidence but inspired me to set higher expectation and career goal, believing that the things I’ve learned, helped me to make a valuable contribution in the work place in these specific areas.

5. How did you think, feel and act in a professional setting and how did others in that setting think, feel and act toward you? What insights did you gain into your attitudes, values and behaviours?

The time spent on this work experience was extremely valuable. It provided a fresh outlook and in depth insight into the day to day operation of the department’s human Resource and administrative division. I have developed a new appreciation for the work of our administrative staff, having an understanding that their work is often one of urgency and requires much accountability. I believe this experience has brought me greater awareness and helped me to better evaluate situation. This area pushed me to engage with individuals in other departments throughout the islands that I would not have otherwise had the opportunity to and as such better prepared me for further advancement.

6. Reflect on your approach to problem resolution in organizations. Explain the cause of any problem experienced and each step used to resolve it

During the time of my work experience, the department encountered two separate occasions where the effects of COVID-19 disrupted the department’s ability to provide continuous in person service. This effected operations, the release of cargo and the collection of payments. It called for immediate action as the office building had to close for deep cleaning, but work had to continue. With this, the administration team had to work with staff and the public through information and a contingency plan to be able to provide service remotely while waiting for the reopening of the facility.

7. How could you have benefitted more from the WE program?

Participating in this work experience presented me with an awesome opportunity to learn, grow and display some personal skills. Indeed, it was quite beneficial to my development, with the additional knowledge and insight I have gained from this experience I am confident that I am better prepared for increased challenges that may arise. However, I feel I may have benefited just a bit more if the experience was not conducted under such heavy regulations and restraints due to COVID-19.

8. Provide at least three examples of how workplace performance improved by accepting feedback or suggestions from workplace supervisors or others.

While performing certain task during my work experience, it was important to get feedback for my supervisor/s as I realized that other units in the department hinged on the completion of work done from this position. A particular instance occurred in preparing approved concession letters for importers with goods that were arriving. This is an ongoing, daily function that requires constant attention and being tasked to assist in preparing these approvals the Deputy Collector offer some feedback on how to keep up with the demand, while remaining thorough and focuses. It is understood that not all concessions would be approved, therefore, proper vetting of documents and follow up is important. Hence, she outlined that immediate communication with importers whether approved or denied is an essential part of making the process success. In another instance regarding the approval of vacations, she provided necessary feedback on the importance of not depleting the department’s human resources where there would not be adequate coverage in key areas, as staff members are dispatched throughout the island and the continuity of service to stakeholders is vital.

9. Analyze how teamwork skills contributed to the success of the work experience, and analyze how teamwork by all workers affected the productivity at the work site.

The Customs Department is centered around teams (team activities, teamwork and performance), this is also the case with the administrative work, as it is central to the efficient running of the department’s resources, finances and operations. Knowing this, I made every attempt to work closely the staff in this area to give support and assistance where needed to ensure the best results. It was through proper communication, understanding and dependability that work in this area was completed more efficiently and accurately.

10. Discuss whether you would recommend this organization to continue in the WE program

With an organization of this caliber, having a relatively significant amount of staff scattered throughout this country, I believe the Customs Department is one of the perfect place to conduct a work experience program. The organization has a number of areas in which an intern can be attached and covered various fields from finance to human resources, customer service, enforcement, computer & technological skill, as well as management & leadership. I would recommend this department for anyone interested in developing their skills and furthering their studies.

My work experience with the Customs Department was productive and rewarding. I was able to glean a lot and was grateful for the lessons learned and all the assistance along the way. The time also allowed for me to offer some alternative solutions to effectively improve procedures:

· Assisted in the management of staff allocation

· The compiling and submission of department monthly statics

· Handled concession request for customers, via email, telephone and in person.

· Ensured the payments of vendor invoices

· Assist in preparing two department cabinet papers for TCIG

· Products the department bi-weekly news letter

Through this work experience, I was able to develop the following personal qualities, professional and technical skills:

· Time management and response

· The management of conflict

· Awareness and recognizing that your work is also connected to others success, they are depending on you to deliver.

· Remain patient and courteous throughout challenging circumstances.

Personal Observation

The Turks and Caicos Islands Customs Department is leader by its first female Collector of Customs, Ms. Chawa Williams, an attorney by profession and lead and diverse department with many responsibilities. A major role of the Customs Department is collect Government’s revenue on import duty and related tax and fees. As such, the department is the leading revenue collector in the Ministry of Finance, which currently falls under the portfolio of the Premier of the TCI. Additional Customs is also responsible for border protection of the TCI, ensuring the prevention of illegal and illicit good from being imported. By so, Ms. William is also a member of the Nation Security Counsel, responsible for our country’s security. With these responsibilities, it is understood that the department requires a certain amount of personnel. With the TCI having numerous islands, four of which are ports of entries;

· Grand Turk

· South Caicos

· North Caicos

· Providenciales

The department has a full complement of seventy-two (72) employees, strategically based on these islands to offer services and to combat/ confront issues. The two main islands of activities are Grand Turk and Providenciales and since the majority of activity happens in the latter, it made for the ideal place to conduct my work experience. At the time of my work experience the Customs Department was temporarily housed the Treasury Building downtown Providenciales but preparing to relocation to its new location in the Government Business Center in Airport Road. The department temporarily occupied the current location for nearly twenty (20) months and it offered a comfortable, professional work space among the other departments of the ministry of finance for such time. Being equipped with security, the office provided for good customer service and interaction with the other departments.

Speculations, questions and predictions

Given the opportunity to work with HR and Admin did not come without questions and misconceptions. One such question was that of the handling of vendor invoices vs quotations. Prior to this attachment I did not fully grasp why specific vendors needed to be recognized by the system if they were going to be awarded a particular job and reasons for quotations to be submitted before an actual invoice could be accepted and processed. In dealing with this area first hand, it became evidently clear, for reasons of transparency and accountability.

Evidence of developing self-awareness

Working closely with this side of the department brought a shift in my personality and allowed me to focus on other goals and initiatives by putting into practice the knowledge acquired through my studies. It did not take long before I notice how settled in and I felt established in the temporary role I had occupied. I was able to interact with staff and customer differently and more professionally, I felt myself growing in patience dealing with difficult situations and I was able to provide suggestion where I saw I could be of assistance.

Connections between personal experience and new information – what new knowledge has been gained?

Having the chance to work in these areas opened my eyes to the fact that it did not only requires human relations but depended some on financial decisions also. Although the department has a finance manager HR and Admin have the task of making financially strategic plans, that are cost effect and beneficial to the department. The importance of monitoring budget lines to see what would be effected and ensure payments could be made is a crucial component of this areas, this requires due diligence and preparation.

How work experience assisted with development & transition plan for completing school & entering the workplace

In preparing to complete my final year of my Bachelor’s Degree in Business Administration, I can truly say that this work experience has given me an unbelievable experience as I worked in one of the most unique departments in the public service. The ability to implement the ideas and theories learned academically, while being hands on with task not normally in my element made for the best teachable moments and learning experience. I am more prepared, capable and positioned to succeed because of this.

Strengths

1. The staff and officers of the TCI Customs Department are committed and hardworking.

2. In the midst of the COVID-19 pandemics, the staff have demonstrated their ability to maintain the course and stay focused through some adverse situation and provide professional and efficient service.

3. Strategy, planning and consistency are to key elements to this department’s success.

4. This department thrives on teamwork and has proven with good results, the effects of how working together and being untied can cause success.

Weaknesses

1. Much of the department’s staff our lack all around experience which challenges individual performance and proficiency.

2. Further progress is often hindered by lack of communication between the various units and staff members, causing a breakdown in productivity at times.

3. Proper staff placement and maintaining coverage occasionally presents a challenge.

4. Government Bureaucracy, which makes it challenging for the department to operate at the most optimal level.

Opportunities

1. There often various training opportunities available to staff, of all ranks which helps to enhance their job knowledge and skills.

2. There are promotional opportunities for officers, which they can apply new skills and gain more experience

Threats

1. The job does have an element of risk, it is sometimes and offensive job where officers will face confrontation or hustle situations.

2. Such a job requires enforcing good ethics and integrity among staff, as the possibility of bribery or worst can be encountered from officers.

3. Untrained and unskilled personnel, a lack of proficiency is a risk and threat to revenue and border security.

4. The mismanagement of department and loss of confidence from staff members.

Recommendation on improvement of work area

As previously stated the Customs Department can be a great place to work and offers wonderful opportunities to employment and during the time of my work experience the effects of COVID-19 and strict regulations search as distancing protocols caused various limitations, including work space, decrease personal interaction and time to complete task. An ideal situation would call for improvements but this was one of functioning under the circumstances.

My work experience gave me an extraordinary chance to get a new outlook and develop in a new area of my career. It expanded my knowledge and understanding and put a lot of my misconceptions to rest. I got a broad view of some not so familiar aspects of the department and received some clarity of some specific areas I needed. The experience has left me a little more confident, enthusiastic and driven about my field of study and future endeavors.

· Cover Letter

· Letter of Request

· Resume

· Organization Chart

· Work Experience Log Sheet

· Thank You Letter

GREGSTON BEEN

Providenciales – 231-0092

[email protected]

Oct 1th 2020

Linda Malcolm

Deputy Collector of Customs

Customs Department

Butterfield Square, Downtown

Providenciales

Dear Ms. Malcolm,

Being an experienced working professional with over 20 years in the civil service, I write to you with interest in working in your Human Resource department. My current field of study aligns with this specific sector.

I am open minded and excited about ideas that help to advance persons and organizations alike. I possess good communication skills and am equipped have a strong understanding of technology and its benefits. I utilize emotional and intellectual skills when interacting with individuals and know that I can be a valuable addition in this area.

I have received extensive and comprehensive training in the area of enforcement and my on-the-job experience as a Customs Officer has afforded me a well-rounded skill set. Being a middle manager has given me the opportunity to demonstrate leadership qualities among staff members. I am an active listener and result oriented and aim to set standards. A few of my accomplishments are:

· Increased staff efficiency through resource management allocation.

· Developed Department Data base for record keeping

· Implementation of operational plans for strategic

· Initiate training programs for staff and public (information awareness & new procedures)

My educational background has provided me with the theoretical foundation I need, my experience has given me a hands on appreciation to work with people and my personal qualities provide a strong believe system that drives my moral and ethical views, these heighten my strong passion for employee development. I am extremely enthusiastic and would welcome the opportunity to contribute to your human resource development.

Please review my attached resume for additional details regarding my profile and background.

Thank you for your time and consideration

Sincerely,

Gregston Been

GREGSTON BEEN

Tropical Street

The Bight

Providenciales

Tel: (649) 231 0092

[email protected]

2nd Oct 2020

Ms. Chawa Williams

Collector of Customs

Customs Department

Providenciales

REQUEST FOR WORK EXPERIENCE OPPORTUNITY

Dear Ms. Williams,

I write to officially request an opportunity to conduct my work experience with the Customs Department, particularly in the area of Human Resources. The purpose of this placement is to ensure that I acquire practical knowledge and observe the daily functions of the Human Resource Department.

As a Senior Customs Officer with over 24 years of knowledge and experience, I’ve accumulated a great deal of understanding in managing resources, planning and assigning task and resolving issues. My background is in enforcement but I’ve learned to balance that with reason, empathy and good judgement. I have a passion to see and actively participate in the advancement of individuals, teams and our organization.

I am currently in my final year at the Turks and Caicos Islands Community College, completing my Bachelor of Science in Business Administration with a discipline in Human Resources, and as part of my fulfillment of this program I am required to take up work experience in my area of study. It is expected that I complete 240 hours of work experience, which I hope to do between the October and December 2020. I would be very grateful for your consideration in affording me the opportunity to accomplish this task in the Customs Department.

Thank you for your consideration and if so desired, I would be happy to meet to further discuss in more detail. I look forward to hearing from you soon.

Sincerely,

Gregston Been

GREGSTON K BEEN

Providenciales – (649) 231-0092

[email protected]

PROFESSIONAL SUMMARY

A highly motivated Public servant with extensive enforcement and personnel management experience. A fair, responsible, dedicated learner and teacher. Teamwork-oriented with a planning and strategy mindset. Significant experience in team building and adept in motivating self and others. Passionate about training, service delivery and innovative solutions. Strongly believes that if you properly training persons, you equip them to succeed.

EXPERIENCE

The Turks & Caicos Islands Customs Department

1996 – 2002 | Assistant Customs Officer

2002 – 2012 | Customs Officer

2012 – Present | Senior Customs Officer

Customs Senior Investigation & Intelligence Officer

Investigation Responsibilities

Investigation of all Customs related offences

Maintaining proper records of Customs offences (implementation of Customs Offences Database/ COD)

Formulate initiatives to encourage importer compliance

Liaison for Office of the Director of Public Prosecution on Customs related matters/offences.

Working parallel cases with Immigration and Police

Joint operations with other Law enforcement agencies.

Improving Customs tactical and operational systems to combating fraud

Intelligence Responsibilities

Gather and store information relevant to Customs on persons, places or entities for intelligence purposes

Initiate measures to optimize staff placement and output

Inter –Department Liaison (Police, FIA, FCU, FSC, Immigration, Labour, others)

Regional/International Customs Liaison (includes - receiving & disseminating of information, any time)

Processing & sharing information with other agencies (as needed)

Staff awareness and training

Maintaining Record of Money Declarations

Training:

· Customs Junior Officers Basic Training

· TCI Host

· Customs Fraud and Investigation Regional training

· Firearm Identification and Handling and Safety Training

· Narcotic Identification and testing training

· Risk Management Training

· Twenty first (21st) Century Management Training

· Behaviour Analysis Training

· Post Audit Clearance Training

· Self Defense (baton, hand cuffing and pepper spraying) Training

· ASYCUDA World Functioning Training

· Anti-Fraud & Financial Crimes Training

· Anti-Money Laundering & Terrorist Financing Training

· Staff Reporting and Appraisal

· Intelligence Analysis Training

· Border Protection Training

· Combatting the Financing of Terrorism training

EDUCATION

· High School Diploma - Helena Jones Robinson High School, Turks & Caicos Islands, 1990 - 1995

· Associate Degree: Business Administration - Turks & Caicos Islands Community College 2017 -2019

SKILLS

Team Building

Training & Development

Problem Solving

Research, Planning & Strategy

Promotion & Marketing

· Technical Skills:

· Proficient in Microsoft Word, PowerPoint, Excel, Publisher; Access; QuickBooks.

· Adobe Creative Cloud Suite

· Film /Photography & Audio Editing and Production (including graphics designer)

Personal Attributes

· Reliable: Demonstrates dependability with all assigned task and makes sound decisions in the best interest of all parties. Goes the extra mile to obtain best results.

· Enthusiastic: Always willing to build team spirit, boost morale and improve work environment by showing concern for individuals. Handles roles with great insight and responsibility.

INTEREST

Christian & Biblical Theology, Reading, Technology (Innovative Solutions), Music and Sports.

Weeks (4): Oct 5th – Oct 30th 2020

Name: Gregston Been

Place: TCI Customs Department

GREGSTON BEEN

Tropical Street

The Bight

Providenciales

Tel: (649) 231 0092

[email protected]

Nov 11th 2020

Ms. Chawa Williams

Collector of Customs

Customs Department

Providenciales

THANK YOU

Dear Madam Collector,

I write to you with sincere gratitude for allowing me to conduct me work experience with the Customs Department. This being a project necessary to complete my Bachelor’s Degree in Business Administration, was indeed been a great help. I have truly benefited from this experience and will take the lessons learned and the skill acquired to enhance my personal and professional qualities.

Although the times were challenging due to COVID-19 and often presented uncertainty for the organization, I was happy to witness the reliance and relentless attitudes of the staff to accomplish task. This speaks volumes of the quality of staff and the dynamic leadership of the department. My time working with Customs Human Resource Management and Administration provided new insight and gave me fresh perspective to help form different but intelligent opinions based on knowledge not supposition, while also giving me the opportunity to express myself and contribute. This has evolved my skills and expended my capacity.

I thank you and the entire staff for your support and recommendations, I will not forget this experience.

Sincerely,

Gregston Been