On 7 May 2026, we hosted our latest Secretary Series with Jaala Hinchcliffe, Secretary of the Department of Parliamentary Services about leadership, integrity and the quiet work that helps sustain Parliament as an institution. 

With warmth, humour and honesty, Jaala offered attendees a rare look inside the Parliamentary Service and the Department of Parliamentary Services, known as DPS. She explained that the Parliamentary Service is separate to the APS, with its own Act, values and accountabilities. Unlike the APS, the Parliamentary Service serves the Parliament, not the government. 

The Parliamentary Service is made up of four departments: the Department of the Senate, the Department of the House of Representatives, the Parliamentary Budget Office, and the DPS. Together, they work in partnership to support the parliament to operate and the public to participate. 

Jaala highlighted the breadth of DPS’s work, from building operations, security, information technology, visitor services, events and hospitality to art acquisition and collection management, education programs, broadcasting, Hansard and the Parliamentary Library. With around 1,200 staff across highly specialised roles, DPS provides many of the shared services that allow the parliamentary precinct to operate safely, transparently, and independently. 

Much of this work happens quietly in the background, but its impact is felt every time Parliament sits; proceedings are broadcast, a visitor walks through the doors, or the official record of Parliament is created. 

A central theme ran through Jaala’s reflections: integrity is what sustains trust in public institutions. Strong institutions rely not only on what happens in the chamber, but on the values, behaviours and decisions that sit behind it. 

For DPS, this matters deeply. Much of its work happens out of view, supporting parliament to operate safely, transparently, and independently. Jaala invited attendees to think about integrity not as an abstract concept, but as something practised through everyday choices, especially in moments of pressure, complexity or uncertainty. 

This framing shaped the broader conversation about leadership, accountability, and culture. It was a reminder that integrity is built over time, through the way people make decisions, raise concerns, respond to challenges, and support one another to do the right thing. 

Jaala also spoke openly about being hard on herself, the importance of self-compassion and the work involved in maintaining resilience during difficult periods. She reflected on leading a workforce with deep technical expertise, noting that leadership is not about having every answer, but about trusting staff, listening carefully and creating the conditions for people to do their best work. 

At its core, the event was a reminder that public service leadership is deeply human. It requires humility, confidence, curiosity, and care. Ultimately, Jaala’s reflections showed that the strength of parliament depends not only on formal systems and public accountability, but on the everyday decisions and behaviours of the people who support it. 

Please see below for the key takeaways from the session: 

• Integrity is a skill that can be learned and practised: Integrity is not just a principle, but something demonstrated through everyday decisions and behaviours. Jaala described it as doing the right thing, especially when it’s costly. 

• Mistakes are a test of integrity: Mistakes can happen in any department. Integrity is shown in what happens next: whether people raise issues early, take responsibility, fix what needs to be fixed and learn from the experience, even when doing so is uncomfortable or difficult. 

• How leaders respond to mistakes is the second integrity test: A leader’s response can either build trust or create fear. Calm accountability, transparency, and a focus on rectification help organisations learn, improve and maintain confidence. 

• Leadership requires trust, curiosity, and respect for expertise: In a highly specialised workforce, strong leadership is not about having every answer. It is about listening carefully, valuing expertise, and empowering people to do their work well.