To write a government application, use the STAR method (Situation, Task, Action, Result) to address selection criteria. Carefully read the job description, highlight relevant experiences, and tailor your responses to each criterion. Provide clear, concise examples demonstrating your skills and achievements. Ensure your resume is up-to-date and aligns with the criteria. Proofread for accuracy and completeness before submission.
Are you applying for a government role and needing to answer some specific questions? Here is an example of what that can look like below:
Describe an issue with a customer. What customer service strategies did you use to assist the customer?
As a Covid Screening Officer at the Toowoomba Vaccination Centre, I encountered numerous instances where customers were distressed, emotional, and vulnerable due to the circumstances surrounding the pandemic. One example that comes to mind involved a patient who arrived at the centre visibly upset and anxious about getting vaccinated. To assist her, I employed several customer service strategies where I approached her with empathy and understanding, acknowledging her feelings, and reassuring her that she was in a safe environment. I maintained a calm and reassuring tone throughout our interaction, which helped to alleviate some of her anxiety. I actively listened to her concerns, allowing her to express her worries and fears without interruption.
This helped her feel heard and understood and allowed me to better address her specific needs. Next, I provided clear and concise information about the vaccination process, including what to expect before, during, and after receiving the vaccine. I made sure to answer any questions she had thoroughly and patiently, ensuring she felt informed and empowered to make decisions about her health. Additionally, I offered practical assistance by guiding her through the registration and screening process, taking care to explain each step along the way. I remained by her side until she felt comfortable proceeding, offering words of encouragement and support throughout. Overall, my customer service approach prioritised empathy, active listening, clear communication, and practical assistance, all of which helped to effectively support the distressed and vulnerable customer in this example.
How do manage your own wellbeing after a situation of this type?
Managing my own well-being after a conversation with a vulnerable customer is essential to ensure I can continue to provide effective support in my role. Here are some strategies I employ: I acknowledge my own emotional reactions to the conversation and allow myself to process any feelings that may arise. This might involve taking a moment to reflect on the interaction and identify any emotions I'm experiencing. I set clear boundaries between work and personal life, ensuring that I have time to decompress and recharge outside of my role. If I find myself feeling overwhelmed by a conversation, I seek support from colleagues or supervisors. Engaging in self-care practices, such as exercise, mindfulness, or relaxation techniques, helps me to manage stress and maintain a positive mindset. Prioritising my physical and mental health is crucial for sustaining resilience in my role. After challenging conversations, I take time to reflect on what went well and areas for improvement. This helps me learn and grow from the experience, ensuring that I can continue to refine my customer service skills while also prioritising my own well-being.
Outline your experience in undertaking legal research and provide an example of a complex research task you have conducted including the steps you took to locate legislation, case law or other extrinsic material.
In my role within the mental health department, I've gained significant experience in undertaking legal research, particularly when preparing client documents for legal hearings, such as tribunals. To begin, I carefully reviewed the specifics of the case, including the client's detention history and upcoming hearing details. I also research the Mental Health Act, to ensure that all legal requirements are met. This involves thorough reading and interpretation of the relevant sections about detention procedures, rights of the individual, and tribunal processes.
Once I have gathered all necessary sources, I carefully analyse the information to ensure that our client documents are comprehensive including cross-referencing the legislation if needed. I’ve also collaborated with our legal department for clarification as needed. Through thorough research, collaboration, and attention to detail, I uphold the highest standards of compliance in my work. In managing challenging workloads and competing demands, I have developed multiple strategies to stay highly organised, meet competing priorities, and overcome challenges effectively. I prioritise tasks based on urgency.
For example, in preparing for a face-to-face tribunal hearing every second week, I give top priority to preparing the necessary documents well in advance. This ensures that critical tasks are completed on time and prevents last-minute rushes. By dedicating focused blocks of time to specific activities, I can maintain productivity and ensure that all necessary tasks are addressed promptly.
Outline your experience in managing challenging workloads and competing demands in a legal or similar environment. What techniques do you use to stay highly organised, meet competing priorities and overcome challenges?
I also make sure to communicate clearly with stakeholders, such as nurses preparing clients for hearings and doctors who will be present during the tribunal. Providing them with clear instructions and timeframes helps streamline the process and ensures everyone is on the same page. I also identify potential obstacles in the preparation process or anticipating questions or requests from the magistrate and legal aid during the tribunal hearing and I use calendar apps to schedule appointments and deadlines, task management software to track progress on various tasks, and document management systems to store and retrieve important information efficiently. This allows me to manage challenging workloads, meet competing priorities, and overcome obstacles even in high-pressure situations.
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