This application was a 2 page response, with a number of criteria needing to be addressed. A snippet from one of the responses is included here:
Demonstrated ability to work independently and as a team member to achieve quality service outcomes
In my current Casual role with XXX working in 'front desk' positions I often work independently. I am able to access policies and procedures manuals as required to learn the requirements of each department I work within or seek advice or escalate issues where required.
In my current role, I am the first point of phone contact for all enquiries to the service. I have been able to respond to many issues effectively autonomously, e.g. clarifying details of the caller’s home assessment services, providing additional referral contacts, and taking messages for Assessors. I also call clients directly to make their in-home and hospital assessment bookings. I have liaised directly with Assessors and other administrative staff regarding bookings. I ensure team members have access to relevant documentation e.g. in quiet times, I develop Assessment files for home visits, inserting the necessary paperwork into manila folders, ready for Assessors to utilise. I develop up to 60 of these per week.
Whilst working with XXX I often worked independently when the Case Managers were visiting clients. I would complete tasks such as timesheets, client appointments and face-to-face enquiries from clients. For example, I ensured I was able to provide information to walk-in clients making enquiries about how to access our service. I clearly explained our processes and provide phone numbers that they could utilise to obtain referrals to the service.
I worked collaboratively with the Case Manager to process new referrals. The Case Manager would provide new referrals and I would process them, making a client file and uploading all information to ensure that our service could start claiming government funds for the client in a timely manner, to enable them to access our service.