Selection criteria response - administration officer

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.