Stuck writing the dreaded selection criteria for a government application? Have they asked for a two page cover letter for their government job? Need an example of what to write on your application letter for a government job? I've got you covered with these examples of how to address selection criteria on your next application.

Reviewing examples of selection criteria before writing your own helps you understand the language and structure expected by employers. It provides insight into effectively showcasing your skills and experiences, ensuring your responses are targeted and compelling. This preparation increases your chances of standing out in the selection process.

Achieves Results Selection Criteria Examples:

Drive accountability and outcomes. While managing interest rates in an environment where rates were increasing significantly, I recognised that many customers were transitioning from low interest rates to more than double what they were accustomed to. This was particularly challenging because many rates were rolling over within a specific period. Understanding that this was the first time many customers had experienced such a shift, I introduced a loyalty rate system for existing customers. This system was designed to help them transition into the new rate environment while expressing our gratitude for their continued support. As a result, we retained 98% of our loans in a competitive market where many banks offered cashback and attractive rates. This approach stabilised our loan portfolio and reinforced customer loyalty and trust in our institution.

Ability to key performance indicators. My proactive approach and ability to prioritise tasks have been crucial in achieving targets and driving success. In one of my previous roles, we faced a significant issue with compliance paperwork frequently overlooked and left incomplete. The primary reason for this was that the paperwork was stored out of sight in folders, making it easy for team members to forget about it. I organised a compliance wall in the office, installing hooks and clipboards to hold the necessary compliance paperwork. By doing this, I made the paperwork highly visible and easily accessible. Team members could walk into the office, pick the appropriate clipboard, and promptly complete the required compliance checks. This simple yet effective solution ensured that compliance checks were consistently completed on time, significantly improving our overall compliance record and reducing the risk of oversight.

Leads Strategically Selection Criteria Examples:

Lead Strategically: I can lead strategically. I hold a Bachelor of Business with a major in Business Administration. I am the Operations Manager at Westpac Bank, where I have progressed through roles including Finance/Operations Manager, Compliance/Finance Officer, Finance Officer, and Administration Assistant. 

One of the most significant achievements in my current role has been successfully project managing a complete office fit-out. The situation required a thorough overhaul of our office space to accommodate growing staff numbers and improve overall functionality. This was a significant task involving coordination with multiple stakeholders. I organised a planning meeting that included the architect, builder, building owner, staff representatives, and board members.

During this meeting, we outlined our needs, set clear objectives, and established a detailed timeline. I ensured that all voices were heard, particularly the staff using the space daily, to create an environment that met their needs and promoted productivity. I kept a close eye on expenditures, constantly communicating with contractors to ensure there were no unexpected costs. Regular updates were provided to the board and staff to keep everyone informed. We completed the office fit-out on time and within the allocated budget. The staff were thrilled with their new workspace, which met their expectations and boosted productivity. 

Strategic, solid planning capabilities and the ability to creatively engage audiences on complex subject matter. Throughout my career, I have led multiple rebranding initiatives for various entities. These rebranding projects required planning, coordination, and execution to ensure a cohesive new brand identity. As the project manager for these rebrands, I oversaw the creative process. This involved working closely with our design team to develop new logos, colour schemes, and overall visual aesthetics accurately representing the refreshed identity.

I facilitated brainstorming sessions and provided feedback to ensure the creative output aligned with our strategic vision. Once the creative elements were finalised, I managed the implementation of the new brand, which included updating all stationary, digital assets, and signage. I coordinated with other departments to ensure that every touchpoint, from business cards and letterheads to our website and office signage, reflected the new brand.

I worked with our communications team to develop new messaging guidelines and ensured all employees were fully aware of these changes. This involved organising training sessions and creating detailed documentation to help our team embody the new language and understand its rationale. The successful rebrands enhanced our market presence and instilled a sense of alignment within our team.

Insightful Decisions Selection Criteria Examples:

Ability to make insightful decisions: My experience means I can. One of the most challenging decisions I faced at work involved a staff member booking their holiday without prior leave approval or checking the leave calendar. This oversight meant her leave would overlap with another staff member who had already been granted leave, leaving us without a loan officer for three weeks. I arranged a meeting with the staff member to discuss the issue. During our conversation, I explained the importance of following leave approval procedures and the potential impact on our operations if both loan officers were away.

She was understandably upset and threatened to quit if her leave was not approved. Recognising the need for a calm approach, I suggested a cooling-off period and scheduled another meeting later that afternoon. This gave her time to consider the situation more objectively. In our follow-up meeting, she acknowledged her mistake in not adhering to the policy. While still unhappy, she agreed to change her holiday booking and applied for leave later. The outcome was positive. She did not quit and followed our leave procedures from that point onward. This incident also prompted a policy refresher session for the entire team to prevent similar situations in the future. It was a challenging experience but reinforced the importance of clear communication and adherence to established policies.

Proven ability to work under pressure and perform energetically, displaying enthusiasm for the work and approaching problems and challenges positively. During a particularly intense storm, our clinic experienced an unplanned power outage. This sudden loss of power disrupted the entire operation, affecting computers, telephone lines, and the vaccination fridges. Realising the situation's urgency, I activated the emergency generator to restore power to the essential systems.

This allowed me to continue checking patients in and booking future appointments. Ensuring that the doctor could still see patients, I handed them a prescription pad so they could write prescriptions manually if the printer remained non-functional. To keep the environment comfortable, I opened the windows for fresh air circulation and offered drinks to patients who needed them.

I also contacted the energy service provider to get updates on the power restoration timeline. Throughout this process, I kept staff and patients informed about the situation and the steps we took to manage it. Once power was restored, we could resume normal operations without significant disruption. My quick and decisive actions ensured patient care continued smoothly despite the outage.

Customer Service Selection Criteria Examples:

Customer Focused Outcomes:

I can build and sustain relationships to deliver customer-focused outcomes. Responding to customer enquiries is a significant part of my responsibilities. A typical scenario involves customers querying transactions on their Visa card accounts. When this happens, I take several steps to ensure the customer receives accurate information. I research the transaction using our banking system. If further details are needed, I contact our third-party fraud detection service to gather more information.

Once I understand the transaction, I respond to the customer. Depending on the outcome, I either commence a fraud dispute if the transaction appears fraudulent or provide the customer with the information they need to understand the charge. Feedback from customers has been positive. While my KPIs do not explicitly cover customer service, I take pride in resolving issues effectively and ensuring customer satisfaction. On several occasions, clients have expressed appreciation for my assistance. Informal feedback and direct customer interactions suggest high satisfaction with my service.

Customer Negotiation Banking:

In my current role, a recurring problem is when a customer seeks a better rate for their loan or investment and threatens to take their business elsewhere if their demands are unmet. This situation demands a balance between meeting customer expectations and maintaining the bank’s profitability. I research current market rates and review the customer’s history with our branch to address this.

Once I have all the necessary information, I negotiate a rate that is attractive to the customer and beneficial for the bank. Using my authority to negotiate a rate, I aim to find a middle ground that satisfies the customer’s needs while keeping our financial interests intact. We have successfully retained numerous customers considering leaving, maintaining our branch’s portfolio. This strengthens customer loyalty and upholds our competitive edge in the market.

Customer Service Banking Selection Criteria:

In my role at Smart Bank, I resolved an issue where a customer was unhappy with a fee due to a failed direct debit on their account. To resolve this issue, I explained the reason for the cost, ensuring the customer understood the bank's policy. Then, I performed a thorough health check on the customer's account with their involvement. During this health check, I identified the root cause of the issue and offered a practical solution: opening a sub-account specifically for their direct debits.

We worked to create a budget for all their direct debits and set up weekly transfers to this new account to ensure sufficient funds were always available. In good faith, I refunded the initial fee to show our commitment to customer satisfaction. Since implementing these changes, the customer's account has had no further issues, and they expressed appreciation for the personalised assistance and resolution. This positive outcome resolved the immediate dispute and strengthened the customer's relationship with the bank.

Able to build strong relationships, with highly developed influencing and negotiation skills and a solid track record for providing communications advice to senior executives. One of the most significant challenges I faced was the abrupt transition from in-person events to virtual delivery due to the onset of the COVID-19 pandemic. As the event lead, I needed an alternative delivery method for our programs. Collaborating closely with our National and Global teams, we identified the Big Marker platform as our solution.

As project manager for Australia and New Zealand, I coordinated efforts with key stakeholders across multiple time zones, including teams in the Philippines, Netherlands, and Chicago. We successfully navigated this transition through effective communication and strategic planning, ensuring continuity in our programs despite the challenging circumstances.

I have also managed a large team of over 180 volunteers within the Creative Portfolio. In 2021, when our state premier issued a snap lockdown. Within hours, I orchestrated a film shoot for our online host facilitators and speakers, ensuring the delivery of a high-quality program despite the tight timeframe.

Provide Strong Customer Service Selection Criteria Example:

At Services Australia, I encountered a situation where a customer was frustrated with discrepancies in their record-keeping. The issue was caused by outdated information, which was affecting their entitlements. As the point of contact, I needed to address the problem and provide a resolution. Approaching the situation with empathy, I engaged with the customer to explain the importance of keeping their information current, emphasising how accuracy directly impacts their entitlements and ensures they receive the correct payments.

I guided the customer through updating their information in our system, ensuring that all necessary details were recorded. Throughout this process, I maintained open communication, addressing customer questions and providing clear guidance. By responding with understanding, we were able to turn a conflict into an opportunity for improvement, strengthening customer satisfaction with our services.

High level of customer service/focus, whilst demonstrating understanding, empathy, and a positive attitude always. On one occasion, while employed in compliance at Services Australia, despite passing the basic POI verification, a customer expressed reluctance to provide further details for additional POI validation. Respectful of their decision, I acknowledged their completion of the basic POI and proceeded accordingly. Recognising the importance of ensuring accurate and up-to-date customer information, I offered the customers alternative avenues for updating their details.

This included directing them to MyGov for online updates or providing a verified phone number for further assistance. I concluded the call by expressing genuine appreciation for the customer's cooperation and time invested in the conversation. Subsequently, I documented the interaction details for record-keeping and compliance purposes. By executing each step of this process, I upheld the standards of professionalism, transparency, and customer-centricity essential to the Income Compliance Refunds framework, ultimately facilitating efficient and effective resolution for all parties involved.

Ability to go above and beyond with customer service: At Services Australia, I encountered a customer needing assistance beyond the scope of their initial inquiry. The customer was a woman who had recently left her husband and was now residing in cramped living conditions with her children and facing multiple challenges. I addressed her immediate needs by recognising the situation's urgency and the customer's vulnerability. I expedited the processing of her application to ensure she received the financial assistance she required. Additionally, I went above and beyond by exploring other avenues of support available within our services, identifying areas where she may not have been aware of additional assistance. In addition to facilitating her access to financial aid, I took the initiative to connect her with a psychologist who could provide emotional support. By providing comprehensive support that addressed both her practical and emotional needs, we were able to alleviate some of the burdens she was facing and provide a sense of stability.

Organisational Skills Selection Criteria Examples:

Evidence of Organisational Skills:

In my current position, meeting deadlines is crucial to ensuring smooth operations and compliance. I ensure that transaction files are compiled, approved, and submitted before the end of each day. I also meet monthly deadlines. These include board reporting, compliance reporting, and tax reporting. I maintain an organised schedule to meet these deadlines and consistently update relevant documentation throughout the month, ensuring everything is completed on time. These include preparing financial statements and lodging necessary documents with ASIC. I plan for these well in advance, breaking the tasks into manageable segments to ensure everything is completed accurately and on time. This reliability not only ensures compliance and operational efficiency but also builds trust with stakeholders and enhances the overall performance of our team.

Good organisational skills with the proven ability to plan and prioritise to deliver outcomes within agreed timeframes. As Team Leader at DSDS, I improved our operations when I identified that the recruitment process needed a centralised and visible tracking system, making it difficult to monitor the progress of various roles and determine if anyone was overwhelmed with their workload. I implemented a large whiteboard in the office where we could write up all the roles we were recruiting for and their current stages. This visual tool allowed everyone in the team to see the status of each role immediately, facilitating better promotion of each other's roles/areas and ensuring that no one was bogged down with too many responsibilities. By having a clear overview of the recruitment stages, we could better support each other and address delays. This led to faster role fulfilment and a more balanced workload distribution among team members.

Organisational Skills: While employed at Arjo Warehouse, I identified that the team needed to be more efficient in collecting parts for orders by carrying them in their arms, which led to time wastage, mistakes, and potential damage to the medical devices. I suggested the purchase of a trolley to collect multiple orders simultaneously. This new method aimed to streamline the process by reducing the trips needed and ensuring that parts were transported securely. The introduction of the trolley significantly improved the order fulfilment process. It saved time, minimised errors, and reduced the risk of damage to the medical devices. Orders were filled faster and more accurately, enhancing operational efficiency and productivity.

Exceptional organisational skills and the ability to work within a high-pressure, rapidly changing environment while establishing work priorities, problem-solving and meeting daily deadlines. At Services Australia, our team encountered an issue when the computer program we relied on for processing applications started malfunctioning. Every time we attempted to proceed, it presented us with an error message, halting our progress and requiring intervention from another department to proceed with the applications. I devised a workaround that allowed us to bypass the error message and complete the applications. This solution was efficient and easy to implement, ensuring every team member could benefit. I shared this workaround with the team, providing clear instructions, and the applications were processed before the deadline.

Ability to meet multiple deadlines: In my current role at Smiths, I addressed multiple competing deadlines that demanded my attention. With a staff shortage, I needed to navigate the workload efficiently. I assessed the tasks and prioritised them based on their urgency. Payroll reports for management meetings took precedence, followed closely by entering accounts payables to ensure timely processing of payment batches.

Simultaneously, I ensured that driver run sheets were scanned and saved and credit card transactions for COD customers were processed. Additionally, I tackled entering weekly specials into the retail system and creating signage for display windows to maintain promotional activities. Amidst all these responsibilities, I answered phones to address any immediate inquiries. Despite the pressure, I kept focus, ensuring quality was not compromised. As a result, I managed to meet all deadlines.

High level organisation and time management skills.  I can perform tasks as directed with minimal supervision, ensuring that priorities are met. One issue that arose at our clinic was the frequent rejection of billing codes for ATSI health assessments by Medicare. This caused inconvenience for patients and led to inefficiencies and potential financial losses for the practice. Upon investigating, I discovered that no one was responsible for checking Medicare Item Numbers and patient eligibility before appointments.

Each afternoon, I reviewed the scheduled appointments for the next day and checked patient eligibility with Medicare for the relevant item numbers and fees. If I found that a patient was not eligible for a specific assessment, I rescheduled their appointment to when they would be eligible. I also communicated with the patient, informing them of the situation and offering to address any other health concerns they might have.

This approach significantly reduced the number of rejected billing codes and ensured that our practice was not performing treatments for which patients were ineligible. As a result, we saved both money and staff time, improving patient satisfaction by preventing unnecessary cancellations and rescheduling.

Manage Competing Priorities Selection Criteria: I can manage competing deadlines and communications objectives to achieve the best outcome for the organisation. I recently led the team in developing a new website for our organisation. The brief was to create a modern, user-friendly website representing our brand and communicating our services to our audience. I facilitated meetings with each department to understand their specific needs. This included collecting detailed information, identifying key messages, and ensuring all relevant content was included.

In addition to coordinating the content collection, I produced written content for specific subjects. This involved researching, writing, and editing to ensure the information was accurate, engaging, and aligned with our brand voice. I also worked with our IT team to ensure the website's flawless technical aspects. This involved regular check-ins to address technical challenges and ensure the website functioned across all devices.

We focused on optimising performance, ensuring security, and providing a positive user experience. Throughout the project, I maintained clear communication with all stakeholders, providing updates to ensure the project met everyone's expectations. The result was a vibrant, functional website that effectively showcased our organisation and served as a valuable resource for our audience.

Ability to improve organisational skills: In my role, I identified a time-consuming issue: printing out invoices from suppliers' emails took half an hour each week. This process could have been more efficient and often disrupted my workflow. To address this, I set up rules in Outlook that automatically sorted supplier invoice emails into a designated folder and printed them. This automation ensured that the invoices were printed and filed promptly, ready for signing and adding finance codes without requiring my constant presence in the office. This improvement saved valuable time and streamlined the invoicing process, allowing me to focus on more strategic tasks.

Organisational Skills Selection Criteria Example: In my current role, during a period of skeleton staff, we faced a challenging situation with many executives arriving for a meeting. At the last minute, I was asked to organise a variety of lunch platters with very short notice. This request was a surprise, and I knew that most caterers and stores in town required at least 24 hours' notice to fulfil such orders. Determined to resolve the issue, I immediately started calling various vendors and explaining the urgency of our situation. Despite several initial rejections due to the short notice, I persisted and contacted different caterers. After a few calls, I connected with a vendor who understood our predicament and was willing to accommodate our request. I worked closely with the vendor to arrange enough lunch platters, ensuring they met our requirements and dietary preferences. I provided them with all the necessary details and confirmed the delivery time to match the executives' meeting schedule. As a result, the lunch platters were delivered on time, and the meeting proceeded without any disruptions. The executives were pleased with the arrangements, and my superiors recognised my ability to handle the situation effectively under pressure.

Demonstrated organisational and time management skills. During my role as an Obstetrics and Gynaecology Service Registrar, I encountered a situation where I had to work under significant pressure to meet a tight deadline. The issue arose when I was dealing with an emotionally upset patient in the antenatal clinic. The patient required a considerable amount of time, which caused delays in seeing the rest of the patients scheduled for that day. Realising the impact on the clinic schedule, I excused myself briefly to give the patient time to calm down. During this break, I requested the clinic staff to inform the waiting patients about the delay and apologised for any inconvenience caused.

Clear communication with the waiting patients was essential to manage their expectations and reduce frustration. To further manage the situation, I contacted some of the other doctors in the clinic to see if they could assist me in seeing the remaining patients. This collaborative approach helped distribute the workload and minimise the delay. I then returned to the upset patient, ensuring her concerns were thoroughly addressed to prevent further disruptions.

By providing her with the necessary support and care, I was able to help her feel more at ease, which allowed me to refocus on the remaining patients. The outcome was positive: most patients who had to wait understood the situation, thanks to the transparent communication and the efforts to manage the delay. Additionally, extra time was worked into the clinic bookings to allow for catch-up if similar situations arose. This experience reinforced the importance of maintaining composure under pressure, effective communication, and teamwork in managing tight deadlines and ensuring patient care remains a priority.

High-level organisational skills and the ability to establish work priorities and meet deadlines in an environment with conflicting priorities. Every Monday morning at my workplace, I faced a challenging set of administrative deadlines that required careful planning and execution. The tasks included entering data for non-NHPPD statistics, staff turnover, and meal breaks and ensuring that the Healthroster reflected accurate staff shifts, overtime, and meal breaks for managerial approval. Additionally, one Monday, I was informed that the ward was critically low on Personal Protective Equipment (PPE) gowns. To manage these multiple demands effectively, I prioritised my tasks based on urgency and the time sensitivity of each deadline.

I entered the necessary statistics first, as this was the most straightforward task and set a foundation for the day's workflow. Recognising the urgency of the PPE shortage, I immediately sent an urgent email to the store's manager. Due to my solid working relationships with colleagues, the store's manager responded by dispatching several boxes of PPE gowns to our ward. This resolved the immediate shortage and saved time, allowing me to focus on reviewing the Healthroster. I completed this before 9:40 AM, providing my manager sufficient time to review and finalise the roster by the 10:00 AM deadline. As a result, we met all administrative deadlines, ensured the safety and preparedness of our staff with the timely restocking of PPE, and maintained efficient ward operations.

Quality Improvement Selection Criteria Examples:

Knowledge and understanding of continuous quality improvement principles. During my time as an Obstetrics and Gynaecology Service Registrar, I noticed a recurring issue with postoperative infections and sepsis in patients who had undergone caesarean sections. This impacted patient recovery and increased the length of hospital stays and overall healthcare costs. It was clear that an effective intervention was needed to improve patient outcomes and reduce these complications.

To address this issue, I conducted a literature search to identify cost-effective methods to reduce the incidence of postoperative infections. After reviewing various studies and clinical guidelines, I found strong evidence supporting the use of routine chlorhexidine abdominal wash before surgery to reduce surgical site infections. I proposed this intervention to my colleagues and the hospital administration, emphasising the potential benefits of implementing a preoperative chlorhexidine wash. I provided detailed information from the literature to support my recommendation, highlighting its effectiveness and cost-efficiency.

Once approved, I collaborated with the surgical team to integrate the chlorhexidine wash into our preoperative procedures. This included educating the surgical staff on the new protocol, ensuring the necessary supplies were available, and monitoring compliance with the latest practice. As a result, we observed a significant decrease in postoperative infections and sepsis among our caesarean section patients.

This improvement not only enhanced patient recovery and satisfaction but also contributed to shorter hospital stays and reduced healthcare costs. Implementing the routine chlorhexidine abdominal wash before surgery had a profound impact on the quality of outcomes at our hospital. It reinforced the importance of evidence-based practice in improving patient care and highlighted the value of proactive measures in preventing complications.

Health and Safety Selection Criteria Examples:

Foster healthy and inclusive workplaces where health, safety and wellbeing are promoted and prioritised. Every year, I present our Business Continuity Plan to our staff. This presentation typically involves around 12 staff members and is a policy refresher and a practical exercise. During these sessions, I run through various scenarios with the staff, such as how we would operate if a cyclone were approaching or in the event of a data breach. This involves group discussions where we brainstorm and document our responses and strategies.

These presentations are interactive and designed to ensure that all staff members are prepared for potential emergencies. They reinforce our policies and create a collaborative environment where staff can share ideas and concerns. The outcome is a well-prepared team that understands their roles and responsibilities during a crisis, enhancing our overall readiness.

WH&S Selection Criteria Examples: During the COVID-19 pandemic, our bank remained open as an essential service. I implemented a split roster system to improve our staff's safety and emotional well-being. This allowed half of the staff to work from home while the other half worked in the office, rotating as needed. To facilitate this, I ensured that staff working from home had the necessary equipment, such as computers, and secure network access.

This arrangement was particularly beneficial for staff with school-aged children, allowing them to manage their work and family responsibilities more effectively. Additionally, it kept the office environment safer by ensuring that only healthy individuals were present. The staff appreciated this flexible approach, which kept them safe and allowed them to continue working during a challenging time.

This initiative has since evolved into a more flexible work environment, enabling staff to work from home when necessary, thus improving overall job satisfaction and productivity.

Hazard Risk Management: One day, while putting stock away at the front of the warehouse, I headed towards the back and noticed an oil-like spill around the corner adjacent to the hazardous goods cabinets. Recognising the potential danger, I immediately resolved the issue to ensure the safety of my colleagues. Firstly, I informed my colleagues about the hazard, asking them to stay by and keep others away from the area to prevent accidents. Safety was my top priority, so I quickly barricaded off the affected area to make sure no one accidentally stepped into the spill.

Next, I gathered the necessary cleaning supplies and cleaned up the spill. Once the spill was thoroughly cleaned up, I took the extra step to check the hazardous goods cabinet and the surrounding areas. I wanted to identify the source of the spill to ensure no further incidents would occur. On inspecting the cabinets and surrounding areas, I found a small leak in one of the containers inside the hazardous goods cabinet. I secured the container, ensuring it was properly sealed, and reported the issue to my supervisor.

We replaced the faulty container and reviewed our storage protocols to prevent similar incidents in the future. The warehouse floor remained safe for all employees, and we implemented improved safety measures to ensure such spills would be handled even more efficiently in the future.

Awareness of safety requirements, standards, and principles, particularly within a high-risk training environment, including Dangerous Goods and Occupational Health and Safety legislation. In my role at the Department Forestry Academy, I have developed a comprehensive awareness of safety requirements, standards, and principles, particularly within the high-risk training environment. My responsibilities involve direct engagement with activities that necessitate strict adherence to safety protocols, including handling and transporting Dangerous Goods such as Breathing Apparatus (BA) sets and cylinders.

I am thoroughly familiar with occupational health and safety (OHS) legislation, and I apply this knowledge daily to ensure that all activities conducted comply with legal and regulatory frameworks. My duties as the company safety officer entail arranging safety systems and conducting regular inspections of all rigging equipment, an essential part of maintaining a secure training environment.

Ability to work within safety regulations: As a self-employed roofing contractor, I operated under stringent safety regulations inherent to the construction industry. This included managing compliance with Dangerous Goods handling and adhering to Occupational Health and Safety (OHS) legislation, ensuring all projects were executed with utmost regard for safety. My role demanded that I stay current with legal requirements, implement robust safety measures, and conduct regular risk assessments to mitigate potential hazards.

I was responsible for overseeing the safety protocols of all roofing projects, enforcing compliance, and training staff to recognise and manage the unique risks associated with roofing.  This role heightened my expertise in safety management systems and reinforced the importance of maintaining a proactive approach to workplace safety. Additionally, my voluntary assistance with the Southwest Thailand Tsunami Relief from April 2005 to July 2008 involved reconstructing communities affected by a significant natural disaster.

This experience required an understanding of safety in unstable, high-risk environments, particularly when managing the safe use and operation of construction materials in areas where infrastructure was compromised.

Risk Management Selection Criteria Examples

Sound Governance: I demonstrate sound governance and can maintain a high standard of practice through risk management. Applying risk management principles is crucial in my role, particularly when managing the bank's approximately $55 million treasury portfolio. The primary challenge is staying within liquidity limits and board-approved tolerances while investing with appropriate financial institutions to ensure profitability.

To address this, I conduct thorough research on current market rates and evaluate the stability of various financial institutions and brokers. I negotiate rates to secure the best possible returns without compromising the safety of our investments. By carefully balancing risk and return, I ensure that the bank maintains a healthy income from its investments while adhering to regulatory requirements. This safeguards the bank's financial health and provides a stable foundation for our economic strategy.

Risk Management Selection Criteria Examples: One day, while working at the clinic, a patient arrived for an appointment and appeared visibly unwell. The patient then mentioned that they were experiencing chest pain and shortness of breath. Recognising the seriousness of these symptoms, I knew that this medical emergency required immediate attention. I quickly notified the doctor on duty and the nurse about the patient's condition.

They immediately attended to the patient while I remained calm and focused, ensuring the situation was handled efficiently and effectively. Following the doctor's directions, I contacted the ambulance service to arrange for a hospital transfer. I provided them with all the necessary details about the patient's condition to ensure they were prepared upon arrival. The doctor later informed me that our quick actions played a crucial role in the positive outcome for the patient.

Auditing Selection Criteria: When I began as a Clinical Support Officer, I oversaw Maternity, Antenatal/Gynaecology, and Women's Health. Shortly after my arrival, the hospital was scheduled for accreditation. During preparation for this, I discovered that none of the wards under my supervision had updated Risk Assessments (RAs) or Safe Work Practices (SWPs) documented with the necessary staff signatures.

Understanding the situation's urgency and implications for our hospital's accreditation status, I produced over 40 comprehensive RAs and SWPs for each ward. This task involved drafting these documents and coordinating with staff across multiple shifts to ensure that all necessary signatures were collected, reflecting their understanding of these safety protocols. When the accreditation auditors conducted their inspection, they found that all the wards I was responsible for met the required standards. Our wards passed the accreditation with commendable remarks on the thoroughness of the safety documentation.

Risk Management: In my last role, I encountered an issue that significantly affected patient communication within the hospital. The bedside phones in our ward had been malfunctioning for an extended period, leading to considerable frustration. Our ward clerk had repeatedly informed the television service provider, who attributed the problem to Wi-Fi interference due to the building's old structure. As a result, communication relied on a single, barely functioning cordless phone. I reached out to the service provider myself and initially received the same explanation.

Unsatisfied with this, I requested the supervisor's contact details and directly conveyed the ongoing issues and the distress they were causing. I followed up with a detailed email outlining the problem and the urgent need for a resolution. The next day, the company dispatched a technician to our ward. Upon investigation, he discovered that the issue was not Wi-Fi interference but incorrect and outdated extension numbers being used, which had been overlooked.

He provided us with an updated list of correct extensions, immediately resolving the phone issues. This allowed calls to be transferred directly to patients' rooms, significantly improving communication and reducing the reliance on the shared cordless phone, which was also a potential infection control risk.

Social Work and Community Services Selection Criteria Examples:

Project Management:

In my current role, I identified a significant gap in our educational program: the absence of whole-of-school social-emotional learning (SEL) and student well-being initiatives. This gap became even more apparent during a comprehensive school review aimed at enhancing our educational delivery and student support services. This lack of support for students' psychological functioning was contributing to poor learning outcomes, behavioural issues, and suboptimal social and emotional development.

Recognising the critical impact of mental health on overall student success, I saw an urgent need to address this issue. I prepared a comprehensive proposal advocating for integrating a social-emotional learning program into the school’s curriculum. This proposal highlighted the evidence-based benefits of SEL programs, including improved academic performance, better emotional regulation, and enhanced social skills. To build a compelling case, I included data and research findings on the positive outcomes of SEL programs. I also outlined a detailed implementation plan, which included professional development for staff, integration of SEL into existing subjects, and regular monitoring and evaluation of the program’s impact.

I presented my proposal to the school leadership team and the review committee, emphasising the program’s potential to improve student's mental health and well-being significantly. My proposal was well-received, and the review committee concluded that implementing such a program was essential for improving student outcomes. We developed and rolled out a comprehensive SEL curriculum across all grade levels. The program included structured lessons on emotional intelligence, stress management, empathy, and positive relationship-building. Implementing the SEL program improved student behaviour, engagement, and academic performance. Teachers reported a more positive classroom environment, with students demonstrating greater emotional resilience and better interpersonal skills. The program's success also fostered a greater sense of community within the school, promoting a culture of inclusivity and support.

Supporting Complex Needs

As a Guidance Officer at Cully State School, I support students with complex needs. One case involved a student suspected of having an imputed disability. This student's academic performance and social interactions were significantly affected, raising concerns among teachers and parents. The challenge was to manage this case within an environment of competing priorities, ensuring that the student's needs were addressed while balancing other responsibilities.

I adopted a multidisciplinary approach to address this situation, involving collaboration with various internal and external providers.  I assessed the student's needs by gathering information from teachers, parents, and school counsellors. This initial step helped to identify the critical areas of concern and the possible need for further professional evaluation. I coordinated with external healthcare providers, including paediatricians and psychologists, to arrange thorough assessment for the student.

This involved scheduling appointments, ensuring necessary documentation was provided, and maintaining clear communication with all parties involved. I collected and analysed information from various sources, including previous medical records, academic performance data, and behavioural observations. This comprehensive data collection was crucial in clearly portraying the student's condition. I developed a tailored support plan for the student based on the gathered information. This plan included specific accommodations in the classroom, strategies for teachers to support the student's learning and behaviour, and recommendations for parents to follow at home.

I regularly monitored the student's progress and adjusted the support plan. This involved continuous communication with all parties to ensure the student's needs were met effectively. As a result, the student received the support they needed, their grades improved, and their well-being also improved.

Experience in working with and understanding of the developmental and therapeutic needs of children who have experienced trauma, abuse and neglect. There was a specific case where a female client disclosed that her 6-month-old baby had suffered third-degree burns on her arm from a bathing incident. Curious and concerned, I questioned the client further about how the incident occurred and what steps she took to care for the baby afterwards. Her story did not align with the severity and location of the burn, leading me to suspect possible neglect.

Upon returning to the office, I discussed the matter with my team leader and program manager. We decided to file a Notice of Serious Matter (NOSM), which is escalated to high management for action. This report prompted an investigation by the Department of Child Protection, resulting in an open case. The client was subsequently offered additional support from the Family Support Network to improve her parenting skills. This program aimed to teach her how to care safely for her children at home, ensuring a safer and more nurturing environment for the baby.

Advanced stakeholder engagement skills, with the ability to develop and maintain strong collaborative relationships with individuals and groups. In my last role with Salvation Corps, I was part of an Outcheer Outreach pilot program. This was an 18-month initiative designed to test the hypothesis that a brief intervention period of 4 to 6 weeks could divert people from accessing homelessness services. I was involved in developing the framework and initiating the program's operations. During the 18 months, we received, activated, and achieved outcomes for 300 referrals. The University of Queensland evaluated the program, providing valuable insights into our approach and its effectiveness. This program engaged with various stakeholders, working collaboratively with multiple agencies within the social services sector, aged care facilities, real estate agents, and financial institutions. One of my core tasks was networking with these organisations, which was crucial for achieving successful outcomes for the clients coming through the program.

Skills working with women who have experienced violence. There was a specific instance when I provided support to a victim-survivor of family domestic violence and abuse. The client entered the courthouse where I was assisting family violence clients and disclosed the ongoing abuse from her husband. She was terrified, not only because of the abuse but also due to her cultural and religious beliefs. She knew reporting her husband would make her excluded from her community. The community pastor had told her to forgive her husband and accept the situation.

The client had two young children who were not at risk of direct abuse but were witnesses to the ongoing violence. I guided her through the process of applying for an interim Family Violence Restraining Order (FVRO) to ensure her safety from further violence. I also called Entrypoint to check for available beds in refuges and secured a spot for her at the Refuge. I provided court support by attending the hearings with her and facilitated a referral to victim support counselling services. Additionally, I informed her about the outreach services offered by the Escaping Violence Payment and emergency payments available through Centrelink. As a result of these actions, the client and her children were placed in a refuge where they received ongoing support and safety.

Ability to respond to challenging behaviours and an understanding of the origins of these behaviours when working with children including trauma and attachment. There was a specific incident where I worked with a child who had experienced significant trauma, abuse, and neglect. The child, an 8-year-old girl, was living with her mother. Recently, her mother's new partner had moved in. One day, the mother disclosed to me that her new partner had been in jail, though she was unaware of the details surrounding his incarceration. Shortly after this disclosure, the child confided in me that her mother’s new partner would come into her bed at night and that it didn’t feel good.

My immediate priority was to support the child and ensure her safety. I began by believing and reassuring her that she did the right thing by speaking up. Following the organisation’s protocols, I completed a Notice of Serious Matter (NOSM) to document the disclosure. I then reported the situation to the Child Protection Intake team. They took over the case to ensure the child’s safety and well-being. Throughout this process, I remained a supportive figure for the child, providing her with the assurance that she was not alone and that steps were being taken to protect her.

Knowledge and understanding of the National plan to end violence against women and children 2022-2032. I possess a comprehensive knowledge and understanding of the National Plan to End Violence against Women and Children 2022-2032. This strategic framework aims to create a society where women and children live free from violence and abuse through a coordinated effort. The plan is built on prevention, early intervention, response, and recovery. Prevention focuses on changing the attitudes, behaviours, and power imbalances that lead to violence through education.

Early intervention aims to identify at-risk individuals before violence occurs, utilising services like health and social support networks. The response involves improving the justice system and support services to ensure they are accessible, safe, and effective for victim-survivors. Recovery ensures that victim-survivors have access to the support needed to rebuild their lives, including housing, financial assistance, and mental health services.

Communication Selection Criteria:

Strong Stakeholder Engagement Skills:

As an Education Consultant with Leeds Community Outreach, I recognised the importance of building productive relationships within and beyond the school community to address mental health issues affecting school-aged children and young people. One notable partnership was established with Alliance Education. My task was to develop a working relationship with these stakeholders and collaborate on co-designing and delivering mental health seminars for teachers. The goal was to improve early detection and collaborative management of mental health issues impacting students within Collinsville region schools. To address the situation and fulfil the task, I took the following actions:

• Initiating Contact: I contacted Leeds Community Outreach to initiate contact and express our shared interest in enhancing mental health support for students in the region.

• Collaborative Planning: We engaged in collaborative planning sessions to design a series of mental health seminars tailored to the specific needs of teachers in Collinsville schools.

• Delivering Seminars: Together, we co-delivered these seminars to teachers, focusing on early detection, appropriate interventions, and collaborative strategies to address mental health challenges in the classroom.

• Feedback and Evaluation: We actively sought feedback from teachers who attended the seminars to refine and improve the content and delivery continuously.
  

The outcomes of these actions were significant: The working relationship grew stronger, fostering ongoing collaboration in addressing mental health issues. Teachers who participated in the seminars reported improved skills in identifying early signs of mental health issues in students, enabling timely interventions. Ultimately, teachers' enhanced awareness and strategies positively impacted the mental health and well-being of school-aged children and young people in Collinsville schools.

Well-developed communication and interpersonal skills, with the ability to develop and maintain productive working relationships and build close connections with stakeholders at all levels. As an Employment Consultant at DSDS, I resolved an issue after weeks of liaising with the host and the trainee through an onboarding process; the host could no longer accommodate the trainee. This meant the trainee was unemployed after only two weeks of work. I communicated with the trainee and her family, assuring them I was committed to finding a solution.

Understanding the urgency and the trainee's aspirations, I contacted previous hosts with whom I had established good relationships. Using these connections, I engaged in reverse marketing to find a new host willing to take on the trainee. Through effective communication, I successfully secured a new host for the trainee. The trainee is onboarding with the new host, and the transition has been smooth. The positive reputation of myself and DSDS played a crucial role in convincing the new host to accept the trainee. This outcome fulfilled the trainee's dream of completing her traineeship and reinforced the reliability associated with DSDS.

Strong Written and Verbal Communication Skills:

I offer strong written and verbal communication skills and excellent working knowledge of various digital and face-to-face engagement tools and techniques. Recently, I managed the communications related to significant senior leadership changes within our organisation. I collaborated closely with the executive team to determine the optimal order for communicating these changes to various groups, including employees, board members, and external stakeholders.

This ensured alignment with our messaging strategy; everyone received the information in a structured sequence. I produced the written materials for our internal newsletter, which included detailed explanations of the changes, the reasons behind them, and the anticipated impact on the organisation. My goal was to ensure transparency, help ease any concerns, and provide a clear understanding of the new leadership structure. Additionally, I developed the script for a video message from our CEO.

This video was an essential element of our communication strategy, as it allowed for a more personal message. I focused on conveying the key points while also maintaining a reassuring tone. Throughout this process, I ensured all communications were consistent, coherent, and aligned with our organisational goals. The successful execution of this communication plan facilitated a smooth transition and maintained confidence among all stakeholders.

Demonstrated advanced written and oral communication skills with the ability to interact professionally and sensitively with all levels of staff and the public whilst maintaining patient confidentiality. Previously, while processing Income Compliance Refunds, my responsibilities included a series of steps to ensure accurate communication with customers while maintaining their privacy. To achieve my key performance objectives, I collected all the details necessary for the income compliance refund process, including customer identifiers. I then initiated communication with the customer by sending a clear SMS to their registered mobile phone, providing them with a preliminary notification of our intention to contact them.

Following the SMS notification, I contacted the customer via phone and informed the customer of the purpose of recording, ensuring adherence to regulatory requirements. I then guided the customer through the necessary steps to complete the basic Proof of Identity (POI) verification process, a fundamental security measure in confirming their identity. My ability to ensure the customer's privacy was protected while providing this support meant that clients received their refunds on time and ensured the integrity of any data they had provided.

Tact, diplomacy, and discretion in dealing with the staff and public. My experience includes the ability to relate to clients and provide a courteous, efficient service. One afternoon at the clinic, a patient became visibly stressed, angry, and frustrated due to the long wait times. I could see their patience was wearing thin, and addressing the situation to prevent it from escalating further was essential. I approached the patient with an empathetic attitude. I acknowledged their frustration, explaining that an emergency had occurred earlier, which had led to a delay in scheduled appointment times.

I communicated that their time and well-being were essential and that we did our best to manage the situation. To offer a solution, I suggested rescheduling their appointment to another day that might be more convenient for them. Additionally, I proposed a telephone appointment if they preferred not to wait any longer. By providing these alternatives, I aimed to show that we were flexible and considerate of their needs. Throughout our conversation, I remained patient and understanding, which helped to diffuse the tension. The patient appreciated the transparency and options I provided. They rescheduled their appointment and left the clinic feeling more valued and less frustrated.

Demonstrated verbal and written communication and interpersonal skills to interact with colleagues and staff at all levels effectively. While as an Obstetrics and Gynaecology Service Registrar, I encountered a conflict with a colleague regarding the prioritisation of surgeries. My colleague had decided to prioritise the surgery of a "private" patient with a stable ovarian cyst over a "public" patient with a ruptured ectopic pregnancy who was in an unstable clinical condition. This decision posed a significant health risk to the public patient and required immediate resolution.

Recognising the situation's urgency, I approached my colleague non-confrontationally. I expressed my concern for the well-being of the public patient and explained my reasons for prioritising her surgery. I emphasised the critical nature of her condition and the potential consequences of delaying her treatment. I then allowed my colleague to voice their decision-making process. This open dialogue helped me understand their perspective and provided a foundation for mutual respect and understanding. Following this, I notified the consultant of the situation and sought their advice.

The consultant assured me they would handle the situation and ensure the appropriate prioritisation of the surgeries. The positive outcome was that the public patient had her surgery in good time and completely recovered. The consultant complimented me for standing up for the patient's needs and addressing the situation appropriately. My colleague understood my concern and appreciated the non-confrontational approach I took in resolving the conflict.

This experience reinforced the importance of clear communication, empathy, and assertiveness in resolving disputes within the medical team. It also highlighted the need to prioritise patient safety and well-being, regardless of the circumstances. This incident has become a valuable reference point in my practice, guiding me in similar situations to ensure the best patient outcomes and maintain a collaborative and respectful working environment with my colleagues.

BUILDING AND ENHANCING STAKEHOLDER RELATIONSHIPS: As a Documentum Analyst/Consultant at Iron Ore, I recognised the importance of enhancing stakeholder relationships. This was especially critical due to the technical nature of the FDMS and the need to ensure smooth operational alignment across various business units. I organised offsite workshops and Q&A sessions in regional areas, including Port Hedland, Karratha, and Dampier to address this. By providing focused training and support through these sessions, I directly engaged with users to address their concerns while also gathering valuable feedback for system improvements. This hands-on approach proved vital for connecting with stakeholders and fostering collaborative engagement. This bolstered user confidence in the system and cultivated a deeper understanding and appreciation of the DMS capabilities. This, in turn, led to an improved user experience and increased adoption of the DMS across the organisation.

Cultural Diversity Selection Criteria Examples:

Experience relevant to delivering programs and initiatives related to the employment of Aboriginal people. I am familiar with several programs and initiatives designed to support Aboriginal clients in finding employment:

• Jimir Employment Services: Provides tailored support to help Aboriginal people gain and sustain employment.

• Disability Employment Services: Assists Aboriginal people with disabilities in finding and keeping jobs.

• Maxima: Offers specialised recruitment and employment services for Aboriginal job seekers.

• Jobs and Skills Centre: Provides career advice, training, and employment services to Aboriginal individuals.

• Universities: Many universities have specific programs and support services for Aboriginal students and graduates to assist them in their career paths.

In my current role, my primary responsibility is to recruit First Nations people and support them throughout their employment journey. If I do not have the resources they need, I provide them with a list of other organisations to help. I aim to see as many First Nations people employed as possible through DSDS or other supportive organisations. This approach ensures that we assist individuals in securing jobs and empowering them with the resources and support needed for long-term success in their careers.

Knowledge and understanding of Aboriginal family structure, culture and customs and their impact on the employment of Aboriginal people. A host employer was having difficulty understanding the cultural obligations of an Aboriginal trainee, specifically related to the kinship system and the frequent leave taken due to family deaths and cultural commitments. The employer suspected the trainee was dishonest about the number of family members who had passed away and the amount of requested leave. I took the initiative to liaise with the host employer and provide them with comprehensive insight into Aboriginal family structures and kinship systems.

I explained the complexity of these systems, emphasising that family in Aboriginal culture extends beyond the nuclear family to include a vast network of relatives. I detailed how cultural obligations, such as attending funerals and participating in mourning practices, are critical aspects of Aboriginal life. The employer gained an appreciation for the trainee's cultural obligations and became much more understanding of the need for cultural and sick leave. The employer also felt more comfortable reaching out to me with any future questions or concerns regarding cultural practices. I take pride in advocating for Aboriginal trainees and find great satisfaction in educating host employers about respecting and accommodating cultural practices.

Commitment to Equal Opportunity Selection Criteria Response: As a Community Manager for Palm Cooperative, I fostered meaningful relationships with service providers, Elders, and Traditional Owners. These relationships were crucial in understanding community needs and providing tailored services. I worked closely with key figures such as the former Minister for Police, and former Minister for Indigenous Affairs and Reconciliation.

These collaborations helped address community issues and enhance service delivery. I organised community BBQs and participated in service provider meetings, providing valuable feedback on local issues. These initiatives strengthened community ties and ensured services aligned with community needs. I also facilitated the application process for Police Protection Officers, assisting community members in creating Smart Job profiles and submitting necessary documents. Additionally, I arranged sessions to ensure community members were well-informed about application processes and opportunities. These sessions provided critical information and support, empowering community members to utilise available resources.

Disability and Equal Opportunity Selection Criteria Examples:

Commitment to diversity: Recently, I had the opportunity to recruit a school-based trainee who faced unique challenges, being diagnosed with Autism and ADHD. The situation was compounded by the fact that the school needed to fully disclose the extent of the necessary support. The trainee required significantly more support than initially anticipated, and there needed to be more coordinated effort among the involved parties to address these needs.

I facilitated communication between all relevant stakeholders, including the host organisation, the school, the Department for Child Protection (DCP), the trainee's family, the Disability Employment Services (DES) provider, and the trainer. Understanding the critical need for a united approach, I organised multiple meetings to ensure that everyone was aligned on supporting the trainee. Through persistent efforts, I secured funding for a support person to accompany the trainee throughout the day. This tailored approach allowed the trainee to overcome the initial hurdles, integrate smoothly into the traineeship, and build the skills necessary for future success.

Current knowledge and commitment to Equal Opportunity in all employment and service delivery aspects. Recently, I identified an issue where the Registered Training Organisation (RTO) trainers were unaware of the unique obstacles and barriers Indigenous students face. They failed to recognise the signals that indicated the students did not understand the questions and were too shy to ask for help. I contacted my Reconciliation Action Plan (RAP) committee to address this issue and proposed engaging in cultural awareness training.

I suggested inviting the RTO trainers to join us in this training to learn together and enhance our understanding of Indigenous cultural nuances. This aimed to foster a more inclusive and supportive learning environment for the students. The proposal for cultural awareness training was approved, and I have engaged a suitable provider. As a result of this training, the RTO trainers gained a stronger understanding of the challenges faced by Indigenous students. They learned to recognise and respond to their signals more effectively. This led to improved communication and support for the students, contributing to a higher number of graduates from the program.

Cultural competency to engage effectively with individuals from diverse backgrounds, including Aboriginal and Torres Strait Islander communities, culturally and linguistically diverse populations, and people with disabilities: Currently, I am working with Prima Family Accommodation Services (PFAS), a service designed for families who require support to maintain and/or access medium-term, non-emergency, supported accommodation. In this role, I primarily work with Aboriginal or Culturally and Linguistically Diverse (CALD) families, who make up 80% of our clients.

My role involves supporting these vulnerable families to achieve their goals in various areas, including maintaining tenancy, accessing education and employment opportunities, connecting with health services, and fostering social connections. I provide guidance and advocacy to help them navigate these challenges. By providing tailored support and advocating for their needs, I help these families achieve stability and improve their quality of life. The work is both challenging and rewarding, as it involves making a meaningful difference in the lives of those who are often marginalised and need comprehensive support.

EEO Selection Criteria: Finally, I can actively participate in a working environment that supports quality human resource management practices, employment equity, anti-discrimination, occupational health and safety, and ethical behaviour. I am committed to supporting quality human resource management practices by promoting a fair and inclusive workplace where everyone feels valued. I uphold employment equity and anti-discrimination policies, ensuring all staff and patients are treated respectfully and with dignity. My dedication to occupational health and safety is reflected in my adherence to best practices, and I consistently demonstrate ethical behaviour in all aspects of my work. 

Commitment to diversity: My commitment to diversity was demonstrated when I encouraged Indigenous team members to pursue further education, including certifications such as Cert III and IV in retail. I implemented mentorship and training initiatives that supported their professional growth and development. As a result, two of my team members were nominated for Trainee of the Year in the Northern Territory, highlighting their dedication and progress. I also provided opportunities for team members to participate in interviews and gala dinners, pushing them beyond their comfort zones. This empowerment particularly impacted Indigenous women, helping them gain confidence and professional experience. While working and living in remote communities.

Current knowledge and commitment to Equal Opportunity in all aspects of employment and service delivery. I am committed to promoting and upholding the principles of equal opportunity in every aspect of my professional life. My knowledge of equal opportunity principles includes understanding and adhering to anti-discrimination laws and policies, ensuring a workplace free from bias and harassment, and fostering an inclusive environment where all individuals are treated with respect and fairness.

This knowledge is integral to my approach to employment practices and service delivery. I have ensured that all team members, regardless of their background, feel valued and included. This involves promoting diversity, encouraging open dialogue, and respecting the unique contributions of each team member. In clinical settings, I have ensured that all patients receive equal access to care and services, regardless of their socioeconomic status, race, gender, or other characteristics. I strive to provide compassionate and equitable care, recognising and addressing each patient's unique needs.   

Computer Skills/Technology Selection Criteria Examples:

Well-developed skills in using HBCIS, Smart Referrals and Microsoft Office applications. I am confident that I can use my past experience to gain an understanding of your applications rapidly. Throughout my career, I've had the opportunity to work with a variety of computer programs tailored to different tasks. Microsoft programs, particularly Outlook, have been integral for managing emails efficiently. I’ve also used MYOB for accounting purposes, streamlining financial transactions, and reporting.

Concerning administrative tasks, PRODA (Access My Aged Care Portal) became essential, facilitating access to vital information for elderly care. Additionally, Divipay was used to track employees' credit card transactions, ensuring accuracy in financial records. I've managed multiple in-house programs tailored to our specific needs within the organisation. Greentree, our ERP system, offered comprehensive solutions for optimising workflows and resource allocation and TMS, our payroll system, for managing employee compensation. I’ve also used Bar Tender and DMS.  I've always embraced the opportunity to learn new programs with a willingness to adopt new technologies.

Knowledge and skills relevant to an administrative environment including e-mail, word processing, relevant computer software packages and other office equipment. A list of computer programs I have used and what I used them for includes:

• PracSoft – Practice Management Software Program: Managed and updated patient information to ensure accurate records, scheduled and managed appointments, ensuring efficient patient flow and monitored patient status in the waiting room to keep track of wait times.

• MedicalDirector Clinical – Clinical Management Software: Created and managed referral letters, managed and sent recall letters to patients for follow-up appointments, handled correspondence with specialists regarding patient care and managed patient recall processes for follow-up care.

• Hotdocs – Patient Engagement Platform: Facilitated online appointment bookings and sent reminders to patients, utilised digital forms for patient information collection and enabled mobile check-ins for patients to streamline the appointment process.

• Workcover – Online Submissions and Claims: Submitted and managed online claims to Workcover, ensuring timely and accurate processing.

• Dental 4 Windows – Dental Practice Management System: Managed dental patient records, ensuring detailed and accurate information, scheduled appointments and sent confirmations/reminders to patients and managed dental imaging and X-rays for patient records.

• Microsoft Office: Managed email communications, scheduling, and task management and utilised Windows operating system for overall computer management and software applications.

Technical Skills Selection Criteria Example: I have extensive experience with various computer systems and programs, each of which I have used for specific tasks to enhance efficiency and productivity in my roles. I have utilised Microsoft Office extensively for emails, project management, budgeting, and diary management. These tools have been essential for organising my workload, communicating effectively with colleagues, and managing multiple projects simultaneously. In my experience with SharePoint, I have collaborated on team documents, ensuring everyone can access the latest versions and contribute in real time. This has streamlined our document management process and improved team collaboration.

Store Manager Computer Skills: I used Smart Retail to manage the store as a store manager. This included daily financial management, updating prices, and printing tickets. The software enabled me to maintain accurate financial records, manage inventory effectively, and ensure the smooth operation of the store. I also utilised SmartDraw to design store floor layouts. This tool allowed me to create precise and functional floor plans that optimised space and improved the overall customer experience. It was beneficial for planning store layouts during new openings or renovations, ensuring that we made the best use of available space.

Demonstrated computer skills. Throughout my professional experiences, I have consistently demonstrated strong computer skills crucial for efficient management and operational leadership. While self-employed as a roofing contractor, I used various software tools for project management, financial tracking, and client communications, including software to schedule jobs, track project progress, and maintain records. I frequently used Microsoft Office Suite to create reports and Excel spreadsheets for tracking project costs and timelines. In my current role at the Department of Forestry, I extensively use the Intranet for procurement purposes and manage inventory using specialised inventory management software. This ensures accurate tracking of materials and equipment, which is vital for preparing and maintaining training activities.

Computer Skills: I have used tools such as Smartsheet, Microsoft Word and Excel to develop documents; the tool's extensive formatting and review features have allowed me to produce professional-quality, informative, and visually appealing documents. In Microsoft Excel, I have managed complex datasets, performed financial calculations, and created pivot tables and charts for data analysis. This proficiency was particularly beneficial in roles requiring budget management and financial reporting. My ability to use Excel for analysing trends and forecasting has supported strategic decision-making processes and enhanced operational efficiency. These experiences demonstrate my ability to adapt to various IT systems and software, improving operational efficiency and supporting my project management, financial oversight, and logistics roles.

Technical Skills Selection Criteria Example: In my role with DDD Petroleum as an ECM Systems Analyst & Project Manager, I leveraged my technical expertise and understanding of data management to build strong stakeholder engagement skills. I designed and implemented Content Bridge maps to facilitate data migration into Documentum. This required consistent collaboration with critical stakeholders to understand their specific requirements.

I extensively utilised Documentum DQL and API scripts for metadata reporting and updates while employing SQL, SSIS, and SSRS to identify and report on data pre- and post-migration accurately. Throughout this process, I worked closely with stakeholders to understand their data needs and provide timely, accurate reports.   In addition, I provided training and support to EMC COE team members, ensuring they had the necessary skills and knowledge to complete migration activities efficiently.

I fostered a collaborative environment that encouraged active engagement by empowering the team with the right tools and information. I also supported the DDD IM team in resolving post-go-live issues, working closely with them to ensure a smooth transition and system functionality. Through these initiatives, I developed a deeper understanding of stakeholder concerns and demonstrated my ability to deliver effective, tailored solutions.

Conflict Resolution Selection Criteria Examples:

Conflict Resolution Skills: In my role with Services Australia, I encountered a situation where I was tasked with updating customer accounts with current and historical information. I faced the responsibility of addressing an unfavourable outcome, specifically an overpayment. Before initiating any communication with the customer, I investigated their record, consulting the legislative guide and operational procedures relating to their entitlements. I updated the customer's account, adhering to established protocols and approached the task of sensitively contacting the customer.

Recognising the importance of maintaining control over the conversation, I monitored the customer's tone, responding empathetically while ensuring my demeanour remained friendly yet authoritative.  During the call, I broached the topic of the overpayment, providing a clear explanation of how it had occurred. In addition to discussing suitable repayment options, I outlined the appeals process, ensuring the customer felt informed. I identified that the customer may benefit from further assistance, so I offered the option of engaging with a social worker or financial planner.

After addressing all the customer's concerns, I reinforced the importance of reporting any changes to their account in the future. Expressing gratitude for their time, I summarised the outcomes of our discussion and ensured they felt reassured moving forward. By listening to the customer's needs, I educated them on their obligations and clarified the circumstances surrounding the overpayment. Through this process, I helped mitigate the risk of future overpayments.

Advanced customer service skills when liaising with various levels in the business and other service providers. I recall when I resolved a conflict with a service provider. A client had made a complaint to the Australian Human Rights Commission, feeling that she was treated less favourably due to her child's disability. A representative from Human Rights called to discuss the matter with our Executive Manager.

Management asked me to discuss this with the client, acknowledging her feelings and concerns. I approached the client with empathy, listened to her grievances without judgment, and offered a small financial support to cover a bill accrued during her transition period. Addressing her concerns made the client feel heard and satisfied with the resolution. She successfully exited the transitional housing program with a positive outcome.

Team Work Selection Criteria Examples:

Work cohesively in a team environment to achieve the work unit's goals. When our hospital administration decided to relocate our ward, my manager and I oversaw the transition. Initially, we operated as a Medical Assessment Unit/Geriatric Ward, but the plan was to move us to a smaller facility with only ten beds designated for senior care. On inspecting the new location, I immediately recognised several significant safety concerns that needed to be addressed. The proposed area was centrally located within the hospital and featured four exits.

This layout posed a high risk for our geriatric patients, who might abscond due to cognitive impairments or confusion. Additionally, one of the exits was adjacent to the Haemodialysis Unit, which could lead to additional risks if wandering patients accidentally entered that area. Understanding the potential dangers, I raised these concerns during a meeting with the hospital management. After presenting the risks associated with the initial relocation plan, management agreed that the proposed site was inappropriate for our needs. This led to re-evaluating our relocation strategy, and ultimately, we were moved to a different ward.

The new location had a capacity of 28 beds and was designed to accommodate both Geriatric and General Medicine patients. This solution addressed my safety concerns and provided a more suitable environment for our patient population, ensuring their safety and well-being during their hospital stay.

Ability to work effectively without supervision and as part of a team. In my current role as an Applied Training Assistant at the Department of Forestry Academy, I have developed the ability to work effectively both independently and as a part of a dynamic team. My responsibilities require a high degree of autonomy and self-direction, particularly in managing the procurement of equipment and consumables via the DFA Intranet and organising the shipment of Breathing Apparatus (BA) sets and cylinders to various locations for training purposes.

These tasks demand attention to detail, strong organisational skills, and the ability to execute duties without direct supervision. I balance these individual responsibilities with team-oriented tasks, such as mobilising up to 60 individuals for training sessions, including inductions, site inspections, and safety meetings. As the company safety officer, I arrange and oversee all necessary safety systems and conduct rigorous inspections of rigging equipment, ensuring compliance with safety standards and enhancing our team's performance. This blend of solo and collaborative work highlights my ability to adapt to different work environments, making me a versatile and reliable team member.

Administration Selection Criteria Examples:

Knowledge of developing and maintaining administrative systems, workplace practices, and standards. In my previous role as a medical receptionist at Smith Street Family Medical Centre, I developed the ability to manage administrative tasks under pressure despite the high-demand environment. I have consistently demonstrated my capacity to handle diverse responsibilities autonomously, such as managing patient records, scheduling appointments, and coordinating communication between staff and patients. My educational background includes a Certificate IV in Medical Practice Assisting and a Certificate III in Dental Assisting, which have equipped me with the necessary skills to excel in a medical administrative environment. My professional development includes a First Aid certification, a Blue Card, and up-to-date vaccinations, ensuring I am well-prepared to handle the demands of this role.

Administration Organisational Skills: During the clinic's lunch break, when we were closed to patients, I scanned and organised documents. This allowed me to focus entirely on patient interactions and supporting my colleagues during the clinic's open hours. Whenever a staff member needed help, I assisted, whether preparing for a procedure, managing patient flow, or handling administrative tasks. My willingness to go above and beyond ensured that the clinic ran smoothly despite being short-staffed. The doctors and nursing staff appreciated the extra support, which helped alleviate some of their stress. The day ended successfully, with all patients attended to and my team feeling supported and valued. This experience reinforced the importance of teamwork, time management, and a proactive attitude in maintaining a positive and efficient work environment.

Administrative Skills: I have strong administrative skills, especially with time management and supplier administration. I resolved a problem where a customer had ordered goods from a supplier online, and once they arrived, they were receipted and ready for the customer to collect. However, when the customer came to pick up their order, they informed us that the goods they received must be corrected. The customer was quite upset and insisted that the items were not what they had ordered. To resolve the issue, I checked the stock received against the manufacturer part number ordered online, and everything matched.

Despite this, the customer remained adamant that the stock received must be corrected. I reviewed the order details and compared them with the product specifications on the supplier's website. Then, I discovered the problem: the supplier had mistakenly placed the incorrect manufacturer part number against the part ordered online. This error had led to the shipment of the wrong items to our customer. I contacted the supplier to explain the situation and provided all the necessary information about the discrepancy.

The supplier acknowledged the mistake and agreed to replace the incorrect stock with the correct items. They also arranged for the wrong items to be returned at no additional cost. Once the correct items arrived, I contacted the customer to inform them of the resolution. The customer was satisfied with the outcome, and we successfully replaced the incorrect stock with the right products.

Problem-Solving Selection Criteria Example: While unboxing and receipting goods from a regular vendor, I encountered an issue with damaged stock. As I unpacked the shipment, I noticed that various replacement broom heads had been tightly packaged with other items in the order. Due to the tight packing, many broom head bristles were misshapen and damaged during transit, making them unfit.

I carefully repackaged the damaged broom heads and placed them in quarantine, clearly marking and separating them from the usable stock. I then contacted the vendor to inform them about the damaged stock. I provided a detailed explanation of the issue, including how the broom heads were unfit for purpose due to the damage sustained during transit. I requested replacements for the damaged items, emphasising the need for better packaging to prevent similar issues in the future.

The vendor was very understanding and agreed to issue replacements for the damaged broom heads. I placed a note on the delivery docket to ensure my team was fully aware of the situation. I updated the order information in our JDE system, detailing the issue and the actions taken. This communication helped prevent confusion and ensured everyone was on the same page regarding the damaged stock. Ultimately, the vendor issued the replacement broom heads, and we successfully returned the damaged stock. By addressing the issue and coordinating with the vendor, we resolved the problem efficiently and maintained the quality of our inventory.

Problem Solving Criteria Examples: One day, a work colleague and I were engaged in a task when we noticed an unusually high amount of palletised paper towel roll stock on our shelves. It immediately struck me as odd because we generally maintain a balanced inventory for high-turnover items. After we completed our current task, I decided to investigate the situation further. I reviewed the quantity of stock on hand for paper towel rolls against our established minimum/maximum stock levels. It became evident that we had a substantial over-supply of this item.

To understand the root cause, I identified the item ledger. I discovered that an incorrect stock code had been entered, issuing over 300 cartons of paper towel rolls. I corrected the stock levels of the paper towel rolls in our inventory system to accurately reflect the actual stock on hand. Additionally, I checked the stock levels for the other item to ensure no discrepancies existed and that its stock levels were accurate. To address the over-supply problem, I communicated the situation to my team.

We strategised to utilise the surplus inventory effectively because paper towel rolls are a high turnover item. We adjusted our usage patterns and promotional activities to accelerate the consumption of the paper towel rolls on hand. As a result, we could use all the excess stock without significant disruptions or cost wastage. This experience underscored the importance of accurate data entry and regular inventory audits to maintain optimal stock levels.

Administration Skills: At Baxy Solicitors, I encountered an issue when my senior leader took a month-long leave, leaving me with several legal files. Among these responsibilities was a significant case involving a Defence to a Claim and Statement of Claim, which had been served on our firm as Solicitors for the Plaintiff. Recognising the urgency of the matter, I immediately contacted the client to apprise them of the situation and provide necessary advice.

Additionally, I ensured that all documents were forwarded to the client for their records. I then drafted a thorough and well-reasoned Reply to the Defence, addressing the claims raised by the opposing party.  With attention to detail, I ensured that the Reply adhered to legal requirements and represented our client's interests. Upon completing the Reply, I filed the document in the Magistrates Court, ensuring compliance with procedural deadlines and enabling case progression through the courts.

This approach demonstrated my capability to handle complex legal matters and contributed to advancing the litigation process. Ultimately, my handling of the Defence to a Claim and Statement of Claim during my senior leader's absence demonstrates my ability to take the initiative, manage responsibilities, and navigate procedures to achieve favourable outcomes for our clients.

Professional Development Criteria Examples:

Demonstrated ability to provide teaching, supervision and training support. As an Obstetrics and Gynaecology Service Registrar, I encountered a situation where a midwife made an inaccurate assessment, prompting the patient to start bearing down with each contraction prematurely. This action caused the baby to become distressed, requiring immediate intervention. Recognising the issue, I reviewed the patient's condition and explained my concerns to her.

I assured her that we would take steps to manage the situation better. I advised the patient that we would administer additional analgesia to help her manage the pain more effectively and reduce the urge to push prematurely. This explanation helped to alleviate her anxiety and provided her with a clear understanding of the next steps. I also took the time to explain the situation to the patient's partner, ensuring they were informed and could provide the necessary support to the patient during this critical time.

Next, I approached the midwife to discuss the situation. I ensured our conversation was non-threatening and focused on education rather than criticism. I demonstrated on a simulation patient model how mistakes could easily be made and the importance of accurate assessment. This hands-on demonstration helped the midwife understand the error and how to avoid it in the future. I informed the shift coordinator about the incident to ensure transparency and maintain a record of the event. Additionally, I documented the situation in the patient's file for accurate medical records and future reference.

Finally, I briefed the consultant on the situation, providing a complete overview of the issue and the actions taken to resolve it. The outcome was positive: the patient's pain was managed more effectively, allowing her to tolerate the contractions better. The baby's clinical condition improved, and the process could continue without further complications. The midwife expressed gratitude for the guidance and appreciated the educational approach. Both the unit manager and the consultant were relieved that we didn't have to proceed to an emergency caesarean section. I now use this incident as a reference point in my practice to help prevent similar situations and support my colleagues' professional development.

Demonstrated commitment to ongoing education. I have consistently been firmly committed to ongoing education throughout my medical career. I believe that staying current with the latest advancements in medicine and continuously enhancing my knowledge and skills are essential for providing my patients with the highest quality of care. I have participated in numerous workshops, conferences, and seminars to stay updated on my field's latest practices and innovations.

For instance, I attended specialised training sessions on advanced laparoscopic techniques and obstetric emergency management, which have directly contributed to improving patient outcomes in my practice. In addition to formal education, I have engaged in self-directed learning by regularly reviewing medical literature and research publications. This habit has enabled me to integrate evidence-based practices into my daily clinical work. For example, I conducted a literature search on cost-effective methods to reduce sepsis post-caesarean section, which led to implementing routine chlorhexidine abdominal washes in our hospital, significantly reducing infection rates.

Commitment to Professional Development Criteria: My willingness to undertake ongoing professional development is demonstrated through my qualifications. I completed my first year of a Bachelor of Nursing degree at Western Sydney University, enhancing my clinical knowledge and patient care skills. Before this, I earned a Graduate Diploma of Applied Science (Health Information Management) from The University of and a Bachelor of Business (Human Resources Management) from QLD University of Technology. My foundational training includes a Certificate III in Health Administration and a Certificate III in Education Support from TAFE NSW, a course in Comprehensive Medical Terminology and an Introduction to Clinical Coding from HIMAA.

Medical Administration Selection Criteria Examples:

Advanced customer service experience relevant to the public health setting , including the demonstration of patience, understanding, confidentiality and a positive approach that includes the ability to de-escalate difficult situations. Recently an issue arose when two family members bypassed the secure access system and entered the ICU during restricted visiting hours. As a healthcare professional, addressing the situation empathetically while maintaining the unit's security was necessary. Firstly, I acknowledged the presence of the family members and explained the situation to them. I informed them about the ICU's strict policy regarding visiting hours, emphasising the importance of the morning ward rounds conducted by doctors. By doing so, I ensured they understood the reason behind the restriction and its significance.

I also provided an ICU brochure containing essential information, including a direct phone number, to the ICU reception. This allowed them to stay connected with updates about their loved one's condition while respecting the unit's protocols. Additionally, I communicated with the bedside nurse to obtain an update on the patient's status and shared this information with the couple. This gesture reassured them and demonstrated our commitment to patient-centred care.

Lastly, I escorted the family members to the visitors' waiting room, ensuring they were comfortable while waiting for the designated visiting hours to begin.  The family members expressed gratitude for the information and understanding of the situation. They willingly complied with the policy and were appreciative of the support offered. The issue was resolved amicably by effectively communicating the unit's policies and ensuring a supportive relationship between the healthcare team and the patient's family.

High level written, verbal and interpersonal skills to effectively liaise with internal and external customers and stakeholders at various levels.  An issue arose due to miscommunication between RFDS personnel and our doctors regarding the arrival time for transferring a patient to another hospital. As a result, there was a short deadline to complete and hand over all necessary documentation to the new team. I assembled a transfer pack to address this issue, ensuring it contained all the required documentation related to the patient's admission. This included medical records, reports, and any other pertinent information. I handed over the transfer pack to the nurse responsible for the patient's care, ensuring an easy transition of information.

I also prioritised the transfer of electronic medical notes from Metavision to IeMR, the hospital's integrated electronic medical records system. Recognising the urgency, I contacted the medical records department to request an urgent batching for the inter-hospital transfer. This ensured that all necessary paperwork was prepared and ready for the RFDS team within the limited timeframe. These actions resulted in a successful transfer process despite the initial miscommunication. By addressing the issue and taking proactive steps to meet multiple responsibilities with a short deadline, we ensured the continuity of patient care and the smooth transition of the patient to the receiving hospital.

Computer Skills Selection Criteria Example: My experience means I am highly accurate in Microsoft Office 365 suite and corporate/patient information systems and databases, which includes the ability to retrieve and interpret performance information. In my current role I have utilised the following programs:

• HBCIS (Hospital Based Data Entry System): Utilised for comprehensive patient data entry, including details such as appointments, location within the hospital, allergies, and discharge dates. Facilitates efficient patient information management and ensures accuracy in record-keeping for healthcare professionals.
  

• IeMR (Integrated electronic Medical Record viewer): Provides access to patient information and admissions across various Queensland hospitals registered to the. Enables retrieval of vital patient data, including personal information, next of kin (NOK) details, allergies, general practitioner (GP) information, and patient history, which is beneficial for ICU/PICU doctors.

• Word: Utilised for document writing tasks, including drafting letters, reports, and other correspondence essential for administrative purposes and communication within the healthcare setting.

• CARPS (Central Automated Rostering and Payroll System): Utilised for requesting personnel assignments, particularly for tasks such as patient transfers and bed cleans, ensuring appropriate staffing levels and efficient allocation of resources.

• RISKMAN: Used for recording compliments, registering complaints, and documenting workplace injuries or incidents, contributing to risk management and quality improvement efforts within the healthcare setting.

Demonstrated ability to read, interpret and apply standards, policies, and procedures relevant to role to deliver patient and corporate outcomes that contribute to the achievement of organisational goals. An example that demonstrates my skills in applying policy and procedure involved a patient's passing. The caller, the patient's neighbour, contacted the healthcare facility to inquire about the patient's condition after a fall at home. Unfortunately, the patient had passed away overnight due to a head injury.  In adherence to Queensland Health's policy on patient confidentiality, I respectfully informed the caller that I could not disclose any information regarding the patient's condition.

Instead, I explained that they needed to communicate directly with the patient's next of kin (NOK) for any updates regarding the situation.  This situation resulted in the neighbour understanding the need for patient confidentiality. They confirmed they had the NOK's mobile number and were willing to contact them directly. By upholding the principles of privacy and directing the caller to the appropriate channels for information, I ensured that the patient's privacy rights were respected even after their passing. This approach also helped to maintain trust and integrity within the healthcare system while honouring the dignity of the deceased patient and their family.

Proven ability to work effectively as an individual with limited supervision or collaboratively within a multidisciplinary team, establishing work priorities, meeting deadlines, coordinating tasks and workflow, and adapting as required to meet the needs of a changing work environment.  I responded to an issue with a colleague experiencing personal difficulties at home with their spouse, leading to emotional distress and fluctuating moods at work. Recognising the need for support, I contacted my colleague to offer a listening ear. I initiated a conversation, expressing concern for their well-being, and I provided a safe space for them to share their feelings and openly discuss their problems without judgment.

This gesture allowed my colleague to feel supported. Encouraged by our conversation, my colleague found the courage to confide in our team leader about their situation. They initially hesitated to seek assistance but felt empowered with my encouragement. Subsequently, my colleague took proactive steps to seek professional counselling and requested my presence as a support person during their sessions, which I willingly agreed to. As a result, my colleague gradually regained emotional confidence, demonstrating significant improvement in their well-being. By going above and beyond to support my colleague during their time of need, I helped facilitate their journey toward healing, fostering a supportive work environment.

Knowledge and understanding of the relevance and application of values-based workplace behaviours and attributes. As a Patient Services Officer/Administration Officer at Spaceland Hospital, I have gained valuable experience and a deep understanding of the relevance and application of values-based workplace behaviours and attributes, including integrity, compassion, accountability, respect, and engagement.  I uphold the highest standards of integrity in all aspects of my work. I am committed to honesty, transparency, and ethical conduct, ensuring I adhere to established policies, procedures, and regulations.

My colleagues and supervisors trust me to maintain confidentiality, handle sensitive information carefully, and act in the best interests of patients and the organisation. In my role, I interact with patients, families, and colleagues daily, and I approach each interaction with empathy and compassion. I recognise the importance of showing kindness, understanding, and empathy towards individuals experiencing distress. By listening attentively, offering support, and demonstrating genuine concern, I strive to make a positive difference in the lives of others.

I actively participate in team collaborations, meetings, and initiatives, sharing ideas, offering feedback, and supporting collective goals. I am committed to continuous learning and professional development, seeking opportunities to expand my knowledge and skills to serve patients better and enhance organisational effectiveness.

Ability to actively and effectively participate in a working environment supporting contemporary human resource practices including workplace health and safety, employment equity and anti-discrimination, ethical behaviour, and continuous improvement. As a Patient Services Officer/Administration Officer at Spaceland Hospital I offer a demonstrated awareness of and ability to actively participate in a working environment that supports contemporary human resource practices. I have engaged effectively in various aspects, including workplace health and safety, employment equity and anti-discrimination, ethical behaviour, and continuous improvement.

I contribute to maintaining a safe and secure work environment through regular training and compliance with safety standards. I am committed to promoting workplace diversity, inclusion, and equal opportunities. I respect and value the unique contributions of individuals from diverse backgrounds and ensure fairness and impartiality in all aspects of my work. I actively oppose discrimination and advocate for a work environment where everyone is treated with dignity, respect, and fairness. 

I adhere to ethical principles and guidelines, maintaining confidentiality, respecting privacy, and upholding the trust placed in me by patients and colleagues. I conduct myself with honesty, transparency, and accountability, ensuring that my actions align with the highest ethical standards.

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