Professional Development & Careers

Mardi O’Keefe: Director, Professional Development & Careers 

Mardi O’Keefe is a career management and organisation development professional with 20 plus years of experience working in the corporate, government and health sectors.  Mardi is a level 2 IECL certified organisational coach with 100’s of hours of professional coaching experience.  She has spent the past 7 years building the AMA Victoria professional development and careers function. During this time, she has developed a range of leadership, professional & career coaching programs specifically designed for the medical profession, while also coaching 100’s of doctors to effectively navigate their careers and take up their professional roles.  Mardi is experienced working with doctors from graduation to retirement, in all vocational areas and supports doctors operating at all levels within a health service hierarchy.  Mardi has a BSc (Psych) and a MAppSci (Organisation Dynamics) and is a member of Group Relations Australia.  

Carolyn Speed: Senior Consultant & Coach

Carolyn Speed is a career management professional and executive coach with many years of experience coaching doctors across all stages of their career from student to retirement. Carolyn is a level 2 IECL certified organisational coach with hundreds of hours of professional coaching experience. She has extensive knowledge of the medical profession, with insight into training pathways, career progression and health services and a passion for supporting doctors through career transitions. Carolyn has been instrumental in the development of the AMA Victoria Medical Career Service including the implementation of interview preparation programs and retirement offerings specifically designed for the medical profession. She has a previous career as legal professional with diverse expertise in both the private and public sector as consultant and a senior lawyer. Carolyn has a BA (psych) and Llb (hons). 

Dr Anna Clark (PhD): Leadership Coach

Dr Anna Clark is a leadership consultant and coach designing and delivering leadership programs and individual coaching for a range of leadership roles, creating customised designs to support the development needs of individuals, teams and organisations.  Anna has over 12 years’ experience coaching a range of emerging, middle, and senior leaders from both private and public sector organisations including health and education. Anna specialises in supporting individuals to identify meaningful and realistic development goals, and to then create and enact personal action plans to support their development in a practical and sustainable way. Anna also writes regularly for AMA Victoria, publishing on leadership topics highly relevant to the complex care and collaborative leadership required in healthcare settings. Anna holds a Bachelor of Behavioural Science (Psych, with Hons) and PhD in social psychology and held academic positions in psychology and organisational behaviour departments in the Netherlands, France, and Australia. 

Julia Earle: Careers Coach

Julia Earle is an expert in career development and talent management. She has over 20 years’ experience across a range of industry sectors including health and has a BA (psych) and post-graduate qualifications in career coaching. Julia has experience coaching individuals from students through to those approaching retirement and takes a client-centred, strengths-based approach to coaching.  She has a passion for supporting professionals through career transition, especially as they seek opportunities to develop their expertise or consider pathway options. She also has extensive experience in recruitment and selection processes and supporting individuals to achieve their employment goals. 

I do not know what to expect in the interview process – how do I prepare?

This is most likely the first time you have been offered an interview with a health service.  Each health service has their own interview process.  We work to help you prepare for an interview – what to expect, the different interview formats, how to prepare and best structure an interview response that is authentic, impactful and succinct. We have collected feedback from previous intern candidates over several years on their intern interview experience. This knowledge of the type and style of questions and interview format has been invaluable in assisting students to prepare confidently.
 

How should I preference health services and how many should I preference?

This is a quandary for many students.  How many, in what order and how do I balance my aspirations with reality, given my z-score?  There is no ‘one size fits all’ answer to this question and we work with students on an individual basis to assess this.   Our ultimate goal is to work with you to ensure that you are not unmatched. It is also important that your preferences are balanced in regard to aspirational versus realistic preference options and that you have considered the amount of work your preference list will create.
 

This is the first time I have ever applied for a role – where do I start?

We understand that for many final year medical students this is the first time they have ever applied for a role, therefore the prospect of submitting up to 15 applications within a 1-month timeframe is very daunting.  We work to guide you on managing yourself through this process: when to start, in what order to complete application requirements, and how to tailor individual applications for each health service. We also educate you on how to talk about yourself, to find your unique story – what differentiates you and what value and skills you can bring to the role of intern. 
 

My final year has been impacted by personal / health challenges – do I raise this in my application?

We work hard to understand your personal situation and the challenges you have been required to manage whilst completing medical school.  In understanding your situation, we can advise on whether you need to address this in your application and if you do how to manage this, either through PMCV or directly with the health service.
 

How do I manage the intern match with a lower z-score?

We have considerable experience helping students with lower z-scores to manage the application process, particularly hospital preferencing – finding a balance between preferencing that is aspirational, yet realistic.  The intent being to ensure you achieve a suitable match and do not go unmatched, as well as supporting you to manage your time and alleviate unnecessary stress and workload.

Why should I engage a careers coach?

The medical landscape has changed dramatically in recent years and subsequently competition for coveted medical positions is at unprecedented levels.

The impact of these changes has been felt at all stages of the medical career lifecycle and as such doctors now find that they need to proactively manage, plan and review their careers to achieve their potential in a career pathway that aligns with their needs and skills, while leveraging their strengths and interests.
 

I need some support in evaluating my medical career and understanding which pathways and roles are the best options for me to pursue long-term?

We support doctors to engage in a process of career assessment and review in order to make informed career decisions – continue on, re-enter, progress, diversify, transition.  This process can involve a number of steps outlined below:

Career assessment and health check:

• Where am I at?
• What’s working, what’s not?
• Am I achieving my potential and realizing my career goals?
• I need a personal career plan!

Career planning: keep on track and achieve your goals through targeted planning

Career transition and diversification: transitioning within and beyond medicine

Life beyond medicine: tackles areas such as planning for retirement, scaling back and moving towards a portfolio career

Career back on track: recommencing your medical career after an extended break
 

I need some help in improving my resume and application letters

As specialists in medical career management we will support you to write a resume and application that is impactful and relevant to the stage you are at in your medical career and the role you are targeting. Therefore we will support you to:

• Write a professional resume that differentiates you, creates interest and gives the health service the information they value in their recruitment process
• Develop highly targeted application letters that sell you, stand out and address key selection criteria
   

I have been unsuccessful in obtaining desired roles and need to improve my interview skills

Interviewing is a skill that does not come naturally to the majority of doctors.  Most doctors require a great deal of assistance in developing content to use in response to interview questions, as well as in improving their interview technique, presentation and communication skills to ensure that they present well, engage their interviewer(s) and sell their potential. 

As specialists in medical career management we understand the type and style of questions you will be asked in interviews at the different stages in your medical careers and in different medical career pathways and how to best structure a response that is authentic, impactful and succinct.
 

For a number of reasons, I need to either reconsider, or transition from the training pathway I am on, is this possible and how do I go about this?

This scenario is experienced by many doctors. Our role is to support you to work through this process, as an independent and objective third party to:

• Understand and articulate the drivers that have lead you to this position
• Evaluate and confirm, challenge or rethink them if necessary
• Navigate and explore what your options are in either continuing and/or transitioning your training pathway/career
• Help you manage your expectations as to how easy or difficult this might be to realise so you can make informed decisions and plan for exiting
   

I am unsure whether clinical medicine is the right career pathway for me

In many professions it is a very normal and common occurrence to think after a period of time, ‘I am not sure this is the right role or career for me?’  However, in medicine, for a variety of reasons, this seems to be something that is difficult to admit or act upon.  It is possible to obtain success, both personally and professionally beyond medicine and we can support you explore what that might look like. 

For some it may require retraining in another profession, for others it may be transitioning either your professional competencies and/or medical knowledge and experience into another role within or outside of the health sector, for others they start their own business or buy into a successful business.

Why should I engage a careers coach?

The medical landscape has changed dramatically in recent years and subsequently competition for coveted medical positions is at unprecedented levels.

The impact of these changes has been felt at all stages of the medical career lifecycle and as such doctors now find that they need to proactively manage, plan and review their careers to achieve their potential in a career pathway that aligns with their needs and skills, while leveraging their strengths and interests.
 

I need some support in evaluating my medical career and understanding which pathways and roles are the best options for me to pursue long-term?

We support doctors to engage in a process of career assessment and review in order to make informed career decisions – continue on, re-enter, progress, diversify, transition.  This process can involve a number of steps outlined below:

Career assessment and health check:

• Where am I at?
• What’s working, what’s not?
• Am I achieving my potential and realizing my career goals?
• I need a personal career plan!

Career planning: keep on track and achieve your goals through targeted planning

Career transition and diversification: transitioning within and beyond medicine

Life beyond medicine: tackles areas such as planning for retirement, scaling back and moving towards a portfolio career

Career back on track: recommencing your medical career after an extended break
 

I need some help in improving my resume and application letters

As specialists in medical career management we will support you to write a resume and application that is impactful and relevant to the stage you are at in your medical career and the role you are targeting. Therefore we will support you to:

• Write a professional resume that differentiates you, creates interest and gives the health service the information they value in their recruitment process
• Develop highly targeted application letters that sell you, stand out and address key selection criteria
   

I am applying for a new role &/or more senior position and for the first time in a long time I need to participate in a formal interview process? 

Interviewing is a skill that does not come naturally to the majority of doctors and for many they have not been required to participate in a formal interview process in a long time.  In our experience most doctors require a great deal of assistance in developing content to use in responding to interview questions, as well as in improving their interview technique, presentation and communication skills to ensure that they present well, engage their interviewer(s) and sell their potential. 
 

For a number of reasons, I need to either reconsider, or transition from the training pathway I am on, is this possible and how do I go about this?

This scenario is experienced by many doctors. Our role is to support you to work through this process, as an independent and objective third party to:

• Understand and articulate the drivers that have lead you to this position
• Evaluate and confirm, challenge or rethink them if necessary
• Navigate and explore what your options are in either continuing and/or transitioning your training pathway/career
• Help you manage your expectations as to how easy or difficult this might be to realise so you can make informed decisions and plan for exiting
   

I am unsure whether clinical medicine is the right career pathway for me

In many professions it is a very normal and common occurrence to think after a period of time, ‘I am not sure this is the right role or career for me?’  However, in medicine, for a variety of reasons, this seems to be something that is difficult to admit or act upon.  It is possible to obtain success, both personally and professionally beyond medicine and we can support you explore what that might look like. 

For some it may require retraining in another profession, for others it may be transitioning either your professional competencies and/or medical knowledge and experience into another role within or outside of the health sector, for others they start their own business or buy into a successful business.

Why should I engage a careers coach?

The medical landscape has changed dramatically in recent years and subsequently competition for coveted medical positions is at unprecedented levels.

The impact of these changes has been felt at all stages of the medical career lifecycle and as such doctors now find that they need to proactively manage, plan and review their careers to achieve their potential in a career pathway that aligns with their needs and skills, while leveraging their strengths and interests.
 

I need some support in evaluating my medical career and understanding which pathways and roles are the best options for me to pursue long-term?

We support doctors to engage in a process of career assessment and review in order to make informed career decisions – continue on, re-enter, progress, diversify, transition.  This process can involve a number of steps outlined below:

Career assessment and health check:

• Where am I at?
• What’s working, what’s not?
• Am I achieving my potential and realizing my career goals?
• I need a personal career plan!

Career planning: keep on track and achieve your goals through targeted planning

Career transition and diversification: transitioning within and beyond medicine

Life beyond medicine: tackles areas such as planning for retirement, scaling back and moving towards a portfolio career

Career back on track: recommencing your medical career after an extended break
 

For a number of reasons, I need to either reconsider, or transition from the training pathway I am on, is this possible and how do I go about this?

This scenario is experienced by many doctors. Our role is to support you to work through this process, as an independent and objective third party to:

• Understand and articulate the drivers that have lead you to this position
• Evaluate and confirm, challenge or rethink them if necessary
• Navigate and explore what your options are in either continuing and/or transitioning your training pathway/career
• Help you manage your expectations as to how easy or difficult this might be to realise so you can make informed decisions and plan for exiting
   

I am unsure whether I want to continue my career in medicine

In many professions it is a very normal and common occurrence to think after a period of time, ‘I am not sure this is the right role or career for me?’  However, in medicine, for a variety of reasons, this seems to be something that is difficult to admit or act upon.  It is possible to obtain success, both personally and professionally beyond medicine and we can support you explore what that might look like. 

For some it may require retraining in another profession, for others it may be transitioning either your professional competencies and/or medical knowledge and experience into another role within or outside of the health sector, for others they start their own business or buy into a successful business.

I need some support to understand which pathway is most appropriate for me to pursue given my prior experience and training.

We support doctors who fall under all three of the Assessment Pathways:

• Standard Pathway
• Competent Authority Pathway
• Specialist Pathway

We also understand the implications of an Overseas Trained Doctors APHRA Medical Registration status on their ability to source work and to comply with AHPRA supervision requirements.

• Limited Registration
• Provisional Registration
• General Registration
• Specialist Registration
   

How do I find a role in the Australian Health System?

Engaging with the job market is a process of marketing yourself.  We help overseas-trained doctors to achieve the following before they approach the job market:

• Verbal presentation/ professional branding
• Job targets/understand the market
• Resume
• Cover letter and key selection criteria
• Job search plan
• Interview skills
   

How do I make my experience fit the Australian health system?

You are more likely to be successful in your job applications if you can translate your experience into a format that the Australian health system recognises.  The Australian medical education and training structure and medical terminology sometimes differ from that of other countries. We help you to understand how your experience will most likely be interpreted by the Australian health system and to articulate it accordingly.

We help you structure your resume in a manner familiar to Australian health services and express your experience using the terminology used to describe Australian medical experience.  We can also help you to prepare cover letters appropriately targeting the market and expressing your experience in a way more readily understood by the health services.

AMA Victoria’s Careers Advisory Service provides medically specific career management solutions. It assists members achieve professional goals through active career coaching and supported transition. If you are thinking about utilising the service or want to know more about how it can help you, these are the recent stories of three members.
 

Case 1

A senior doctor who held a number of executive roles at a major hospital had reached the point where the work was just not enjoyable or rewarding anymore. After many years of being in a position of leadership, the prospect of transitioning back into a research or lead clinical role where their focus could be on clinical medicine and patients, instead of budgets and management issues became very appealing. They were also keen to take a sabbatical to explore some research opportunities and to travel.

While taking a sabbatical is an entitlement, this doctor was concerned about how an extended break would impact on the workload of their team. They had also been discouraged from taking a sabbatical by their workplace. 

Our careers advisors initially sat down with the doctor to unpack all the issues, discuss how to transition from their current role to the next and to determine the steps they needed to take to achieve their goals. 

Over several sessions we investigated what the blocks – real and perceived – were to taking a sabbatical and to transitioning workload. An important shift achieved in these sessions was the authorisation to ask and take the sabbatical they were entitled to – this was granted and taken. The doctor also felt confident about their decision-making process to transition their career and to articulate this to others, which led to a role in clinical leadership and research.
 

Case 2

Doctors tend to take their jobs very seriously and some struggle to manage the boundary between home and work as result. They may struggle to find an ‘off’ button, which can be draining. Always being ‘on’ creates pressure which can often become more pronounced as the demands of their personal lives increase.

One particular doctor was facing just this problem. While taking work very seriously, their inability to manage the boundary and switch off was impacting their personal life and was taking a toll on their general wellbeing. Subsequently, they started to question whether clinical medicine was right for them long-term.

AMA Victoria’s career coaching service supported this doctor to clarify their thinking objectively and to assess what their options might be. We then explored what life beyond clinical medicine might look like and supported them in planning for this transition.

It was quite a lengthy process and we met many times over a 12-month period. Over that time we saw this doctor build confidence and clarity about their options and decision-making framework and reach a point where they became recharged, reenergised and ready to act. We then worked with them to redevelop the tools they needed to pursue alternate career pathways.

The doctor was successful in sourcing a non-clinical role as well as opportunities in research and is now on their way to realising their career aspirations in a new pathway. 
 

Case 3

We had an overseas trained doctor come to us looking for assistance to increase their success in sourcing a supervised role in Australia. This international medical graduate (IMG) member had already approached the job market with full-force and had little success. 

We sat down with them and quickly realised the problem was a common one shared by IMGs. Their presentation (both written and verbal) was simply not up to the standard expected by prospective employers. They also needed to revise their strategy and model of engagement with these prospective employers. There was lots of work to be done! 

We worked with this doctor for more than 12 months on all of the areas we had identified which needed considerable work. After working very hard and taking on board all the advice we gave, the doctor came out of the process with two job offers. Both offers complied with the APHRA supervision requirements.

This doctor is now commencing their Australian medical career in 2018 and is well positioned to be successful in their professional endeavours. They now recognise the importance of continuing to spend time developing their skills to support their successful transition into the Australian health system and beginning their role as an HMO.

"Mardi listened to me and thoroughly evaluated me and my situation.  She provided me with information and options.  She then discussed with me possible strategies I could use to reach my goals and supported me in implementing some of these strategies. I found her genuine, logical, well connected and reliable."

This doctor went on to implement a strategy and plan that saw them successfully pass exams that had been attempted and failed on two previous occasions

"The advice session I had with you was incredibly helpful in guiding my application process. Out of my 7 applications, I was offered 4 interviews, which I was pleasantly surprised with. I would have loved to have caught up with you to discuss the interview process."

This intern successfully secured BPT1 year at one of the big 4 Tertiary Hospitals

"Thank you for all your help & your sincere life advice for us junior doctors.  I'm delighted to let you know I'll be an intern at Monash Health next year."

"I interviewed at the Austin, RMH and St Vincent's, and have been offered a job at the Austin next year, which was my first preference so am very pleased."

"I found my career advice very helpful, it was very useful to discuss my preferences - with your advice I applied for 6 preference as opposed to 8 so saved me some time, and the feedback for my cv encouraged me to include more detail. Working on my cover letters was also useful for preparing for the interview."

"I would like to thank Mardi for her help during my careers consultation. I am certain that her frank advice and guidance made a positive impact on my application experience. I would recommend that other students also invest in your consultation services to help guide the development of their own 'professional brand' and to ensure that they achieve the most from the time that they invest in job applications."

"I just wanted to say a massive thank you for all your help during intern applications. I have been lucky enough to be offered an internship at RMH. I am so excited. Anyway thanks for everything and I hope we can continue to have meetings with future career planning as I found your advice very helpful."

"It was great to meet you too and get such valuable advice. I have a much better idea now of what is relevant info and how to market myself (which is something I'm not that used to doing).  Looking forward to our next catch up."

Final Year Student comments – Support with Internship application process

"I learned a lot from Mardi. We spent several sessions working on my approach when applying for hospital jobs, namely:

• We discussed what career opportunities were viable given my medical experience overseas
• What to say and how to communicate with HR managers
• How to make my cover letter and CV attractive to potential employers
• We focused on hospitals where I had a better chance of employment 
• She taught me how to 'rebrand myself' in such a way that there is consistency and depth in the manner of how I communicated, wrote my emails and presented my CV and cover letter. 

She would always stress that it takes tenacity, determination and genuine interest when applying for these hospital jobs. It is something all IMGs should take into consideration if they want to find work."

OTD HMO – Successful in obtaining a HMO role that was approved by AHPRA

1. Registration

1.1 Individuals can register for the AMA Victoria Medical Career Service (the Service) by using the online booking and payment system located at https://amavic.com.au/careers-advice

1.2 The booking system will automatically identify available days and times.
 

2. Payment

2.1 Fees for the Service are to be paid at the time of registration.

2.2 Fees are to be paid via credit card.

2.3 A registration will not be considered finalised until credit card payment is successfully processed by AMA Victoria.
 

3. Processing credit card payments 

3.1 Credit card payments will be processed immediately via a secure online payment gateway.
 

4. Cancellation by the Client

4.1 Clients can cancel the Service by notifying AMA Victoria of their intention to cancel in accordance with clause 4.2 of the AMA Victoria Medical Career Service Terms and Conditions (the Terms and Conditions).

4.2 Notification can occur via phone or email. 

4.3 Refunds will be managed in accordance with clause 9 and clause 10 of the Terms and Conditions.
 

5. Re-scheduling by the Client

5.1 Clients can re-schedule the Service by contacting AMA Victoria via phone or email at least two Business Days before the Service. 

5.2 Clients will not be able to re-schedule the Service via the online booking system.
 

6. Client does not attend the scheduled Service without rescheduling or cancelling

6.1 If the Client, does not attend the scheduled Service and has not notified AMA Victoria in accordance with clauses 4 or 5, no refund will be provided for the proportion of the Service not attended by the client. 
 

7. Cancellation by AMA Victoria

7.1 AMA Victoria, reserves the right to cancel the Service for reasons including but not limited to:

7.1.1. Unavailability of Coach; or

7.1.2. Cause of force majeure.

7.2 In case of cancellation, AMA Victoria will endeavour to notify the Client no less than 2 hours before the Service, except in the case of an emergency.

7.3 In accordance with Clause 9.2 of the Terms and Conditions, a full refund will be granted where the Service is cancelled by AMA Victoria.
 

8. Consultation postponed or re-scheduled by AMA Victoria

8.1 AMA Victoria may postpone or re-schedule the Service due to Coach unavailability or for other reasons. 

8.2 If the Service is postponed or re-scheduled, AMA Victoria will notify the Client at least 24 hours prior to the Service, except in the case of emergency.

8.3 If the Service is postponed or re-scheduled, AMA Victoria will provide the Client with the following options:

8.3.1. Participation at the re-scheduled day and time; or

8.3.2. Refund of the proportion of the Service not yet provided, being an individual session or the components of a program not yet delivered. 
 

9. Refunds

9.1 Refund of the proportion of the Service not yet provided will be granted to a Client who informs AMA Victoria of their intention to cancel at least two Business Days prior to the Service and completes the Refund Request Form located here.

9.2 Refund of the proportion of the Service not yet delivered will be granted to a Client in the case of cancellation by AMA Victoria (clause 7 of the Terms and Conditions).

9.3 In line with Clause 8.3 of the Terms and Conditions, refund of the proportion of the Service not yet delivered may be granted to a Client in the case the Service is postponed or re-scheduled by AMA Victoria and the Client elects to cancel rather than re-schedule.

9.4 Refund will not be granted to a Client cancelling the Service less than two Business Days prior to the Service except as defined in clause 10 of the Terms and Conditions.

9.5 Refunds will be processed by refunding the credit card used for initial payment.
 

10. Refunds under special consideration

10.1 Notwithstanding clause 9.4, a Client who cancels the Service less than two Business Days prior to the Service, and would like to seek refund, can apply for special consideration providing a detailed reason for cancellation.

10.2 Application for special consideration is to be submitted with the Refund Request Form to AMA Victoria located here at least 30 minutes prior to the Service.

10.3 Clients must apply for special consideration in writing via email and attach the Refund Request Form. 

10.4 Application for special consideration received by AMA Victoria over the phone will not be accepted.

10.5 Application for special consideration received less than 30 minutes prior to the Service will not be accepted.

10.6 Application for special consideration will be reviewed by the Coach on a case by case basis.

10.7 Clients applying for special consideration will be contacted within 7 Business Days from when the application for special consideration is received by AMA Victoria. A decision will be made after contact has been made and the Client notified of the decision via email.

10.8 If application for special consideration is successful, AMA Victoria will refund the Client the proportion of the Service not yet delivered minus: 

10.8.1. $50 for administration fees for AMA Victoria members; or

10.8.2. $100 for administration fees for non-members

10.9 If application for special consideration is not successful, no refund will be granted to the Client. 

10.10 If granted, refunds will be processed under clause 9.5. 
 

11. Attendance

11.1 For face-to-face (in-person) consultations Clients are encouraged to arrive at AMA Victoria premises 10 minutes prior to an in-person Service. 

11.2 For services engaged via an online platform Clients are encouraged to have tested the link provided to an online meeting and login to the meeting online just prior to the Service.
 

12. Retention of Membership to access member rates for the Service

12.1 The member rate is only applicable to members who maintain membership for a minimum of 1 year.  The Client agrees that if it engages the Service as a member and terminates membership within a year, AMA Victoria reserves the right to charge the client the non-member rate for the Service provided.
 

13. Privacy

13.1 AMA Victoria adheres to the thirteen Australian Privacy Principles (APPs) issued by the Office of the Australian Information Commissioner (OAIC) -  https://www.oaic.gov.au/about-us/corporate-information/key-documents/privacy-policy-summary

13.2 The information provided by a prospective Client at time of booking will be kept secure and accessed only by authorised AMA Victoria staff members.

13.3 The AMA Victoria Medical Career Service may share information collected prior or during the Service with other departments of AMA Victoria for communication and marketing purposes.

13.4 AMA Victoria will not share any of the information collected at time of booking with third party organisations for sales and marketing purposes.

13.5 AMA Victoria will not share any of the information collected during the Service with third party organisations for sales and marketing purposes.

13.6 Credit card information is collected for payment purposes only.

13.7 Credit card payments are processed using the Stripe payment system - https://stripe.com/au
 

14. Confidentiality

14.1 AMA Victoria will maintain confidentiality of all sensitive information collected prior to and during the Service.

14.2 Information collected will not be disclosed to external parties unless release is required by law or unless the Coach is concerned for the wellbeing of the Client and has been unable to reach the Client.
 

15. Generic Advice

15.1 Any advice provided during the Service is to be considered general in nature and may not take into account your personal situation. Clients should consider whether the information and advice provided is appropriate to their needs.

15.2 Although every effort will be made to ensure accuracy of the information and advice provided during the Service, AMA Victoria, its officers, employees and contractors disclaim all liability (except for any liability which by law cannot be excluded), for any error, inaccuracy in, or omission from the information provided or any loss or damage suffered by any person directly or indirectly through relying on this information.

15.3 The client acknowledges that sometimes issues may come up during the Service that, while relevant to ongoing professional growth and development, may be outside the scope of Service at the time, and may be usefully supported by other methods. This can be very deep and personal work, and the client may discover that they want to understand more of themselves, or past experiences, or personal and professional relationships or conflicts. This work is not for professional coaching, but for disciplines and experts in fields such as psychology, psychiatry and counselling. Sometimes, clients also identify a need for a mentor, an advisor or a sponsor for their work and professional development, and these roles are also outside of the Service. 
 

16. Complaints and appeals

16.1 Clients can submit complaints to AMA Victoria via phone or email.

16.2 Complaints will be reviewed by the Director and escalated to the Chief Executive Officer where necessary.

16.3 Complaints will be addressed within 10 Business Days from the day on which the complaint is received by AMA Victoria.

16.4 Notification of complaint outcome will be sent to the Client within two Business Days from when the decision is made by AMA Victoria.

16.5 A Client who disagrees with the decision may appeal the decision within 10 Business Days from when the decision is received by the Client.

16.6 Application for appeal is to be provided to AMA Victoria in writing via email or mail.

16.7 Appeals will be reviewed by the Chief Executive Officer and addressed within 20 Business Days from the day in which the request for appeal was received by AMA Victoria

16.8 Notification of appeal outcome will be sent to the Client within two Business Days from when the decision is made.
 

Definitions

• Business Day means Monday to, and including, Friday but not including any Victorian or federal public holidays or weekends.
• Coach means a career, executive or leadership coach engaged by AMA Victoria to provide the Medical Career Service.
• Client means a member or non-member of AMA Victoria who engages the Service through its online booking system or engages the Service directly.
• Service means an individual coaching session or program offered as described on the AMA Victoria website, or as otherwise agreed directly with a Client, by the AMA Victoria Medical Career Service.
• Refund Request Form means the form accessed by clicking this link: https://forms.office.com/Pages/ResponsePage.aspx