Organisation: Access Care Network Australia
Job Title: Home Support Assessor
Word Limit: 5 pages total
Location: Regional Assessment Service, Adelaide
Demonstrated commitment to upholding the values and mission of Access Care Network
Australia, and its parent, the Silver Chain Group in support of individual, team and
organisational success
My ability to commit to upholding the Access Care Network Australia’s (ACNA) values of care,
community excellence, and integrity, can be seen through the successful adherence to the values
within my current role with Anglicare, as Home and Community Care (HACC) Service Advisor. I
have the ability to provide empathy and compassion in a non-judgemental way, whilst ensuring
client confidentiality and trust.
One example of this is through my assistance of a client, whom at first was very aggressive, due to
her frustration and depression. Her husband had died and having depression, she was having
trouble connecting with her community. I listened to the client – hearing and understanding her
issues, and ensuring she had trust in me, so I could provide her with relevant referrals and ongoing
monitoring. I successfully linked the woman to some social support services, where she was able
to make some friends and the woman thanked me later for my caring and helpful attitude.
Demonstrated knowledge of assessment and an independence focussed approach to the
development of goal-based support plans and service provision
Within my current role, I have assessed many clients to ensure they have access to HACC, hours
and other services they require. In addition, I am responsible for writing a care plan to support
clients in their care. This plan sets out the clients strength-based goals, and assists in the
organisation of services to achieve those goals.
During my tenure at the City of Playford, I was in contact with a widow who was suffering from a
lack of confidence, due to her husband having recently passed away, and he looked after all of
their finances. Part of the woman’s support plan was to take some similar responsibilities on in the
community, such as the secretarial role in our community group. This served to provide the
woman with the confidence to then take on her own finances, and live her life once again. In
addition, within this group nine people lived in the same group of Anglicare homes. To facilitate
social interaction, and to achieve some of their goals in this regard, I organised a gardening group
where each person had a different area to water, and look after, and which encouraged members
to interact and take part. Clearly, every client is different, and their care plans ensure each person
has access to services that are beneficial to them.
Demonstrated knowledge of service provision, allocation, and compliance, with contractual
obligations, to ensure quality service provision
In my current role, I have maintained a client focussed approach to service provision, and on many
occasions, have provided equipment and resourced assistance to clients whilst meeting target
numbers in relation to our charter. On one occasion, I assessed a new client who had macular
degeneration. With his permission, I contacted the Royal Society for the Blind (RSB), as this clients
vision was deteriorating rapidly. I advocated on his behalf, requesting that a worker visit him in his
home, educating him on ways to manage his environment, and remain independent. The RSB
supplied the client with a hot water measurer, magnifying screen, so that he was able to pay bills
and read the newspaper, a medication dispenser, and a speaking clock. I went on to complete a
referral for an OT assessment, and asked the manager if we could send his care workers to a
training session, run by the RSB, educating them how to walk with this client as he was using a
cane. My actions in providing a comprehensive service to this man clearly demonstrate my ability
to meet common care standards, access relevant services, provide advocacy, and documentation. I
demonstrated that I was capable and receptive to collaborating with other service providers such
as the Occupational Therapist (OT) and RSB, and able to meet common care standards through
effective management of, compliance, risk management, and client safety.
A proven ability to develop effective support plans, which address client needs within budget
constraints
During my current role, I have demonstrated my ability to provide effective support plans,
ensuring I meet all budget constraints, and use the available budget to best suit the client. I
received a call from a desperate husband who was the sole carer for his wife. During the call, he
expressed his wish to send his wife to a facility that would care for her. Upon conversing with the
man, I realised what he really wanted was some respite, and assistance. I set up a support plan,
giving him access to his allocated HACC hours of support around the home, including cleaning and
gardening, organised for a carer to come and take him and his wife shopping, and organised some
respite time, which gave the man a day off here and there to play golf and rest. The man was very
pleased with the new schedule, and it made his life much more liveable whilst still knowing he
could look after his wife.
Within my role at the City of Playford, I was responsible for the administration of a budget of
$140,000 per year, to run social groups in line with HACC requirements. Through this experience, I
gained a strong understanding of the budgeting process, and how to resource wisely, getting the
most out of what I have.
Demonstrated understanding of the challenges that colleagues in the health and community
sectors face, and the ability to work effectively at this interface
Within my current role and team, we face many challenging clients that have mental health issues,
anxiety, depression, memory loss, blind, deaf, and people from diverse cultural and linguistic
backgrounds. I have assisted my team in the sharing of tasks, held meetings discussing the
allocation of roles, stepped into another staff members role when they were sick, and have been
present to support staff, by discussing strategies to solve issues when a client has been
challenging, allowing the staff member to debrief. On one occasion, a woman in our team had
over 100 transport shifts to split up for the week, and was overwhelmed. I had some free time,
and assisted the staff member, taking half the shifts each, and allocating them accordingly.
Having worked in the community care environment for some time now, I have a very good
understanding of the general challenges employees face, and further understand the importance
of supporting one another during our roles.
Well-developed communication and interpersonal skills to develop effective relationships and
comprehensively assess client care needs
I possess excellent communication skills, and have extensive experience in communicating at all
levels, writing reports and referrals, writing minutes and agendas, and talking and listening to
clients to better understand their needs. I have travelled significantly in my life and work, and
socialise within a culturally diverse environment. I demonstrated my ability to develop effective
relationships within the workplace, during my role at the City of Playford, where my management
of council assets saw me communicate across the community, within the finance department, OHS
department, and externally with clients and stakeholders. Also during this role, I was responsible
for the coordination of up to 100 volunteers, including the organisation of training, and meetings,
to ensure everyone understood their roles.
My current role requires the ability to listen to clients, ensuring they gain access to the services
they require. A good example is the man who rang to get his wife admitted to a care facility. Upon
listening to the man, I realised that what he really wanted was a bit of respite each week, to give
him a rest. Generally, the client states what it is they want, but we are able to help them in
different ways, through listening, and understanding their situations.
A demonstrated flexible approach together with decision-making, negotiation and advanced
problem solving skills to innovatively maintain and develop organisation focus on
independence, wellbeing and a person centred approach
As a HACC Service Advisor, I take a flexible approach with all of my clients, working hard to find
ways that will assist them to live a better life. There are many different facets, and ways of
maintaining a client’s independence and wellbeing, and some of the problems I have solved within
our office, result in, being able to offer a better service to clients. One such example was my idea
rotating the office roles, within our team, to ensure everyone gained experience in each role, as
well as creating a more streamlined approach to service client needs. Previously, every person in
the office would action all activities related to their client, which meant we were all answering
emails, and there was no understanding of whether emails had been actioned or double handled.
Within my new streamlined approach, one person was responsible for emails each day, and along
with other jobs, rotated daily. In addition, I set up numerous whiteboards to ensure we meet our
required outputs, tracking each output quickly and easily, and enabling the effective reporting for
funding purposes in alignment with organisational goals. These innovations served to foster an
organisational focus, but also freed up time to ensure the wellbeing of clients.
Demonstrated computer literacy in word processing and calendar management software to
prepare correspondence and effective documentation
I have demonstrated my computer literacy in all recent roles, and have strong skills in a range of
funding programs, which I have used extensively. I use Microsoft (MS) Excel to develop and
populate spreadsheets, containing simple and complex information, use MS Word to create, write,
and format reports, create, and complete documentation relating to clients, and to write minutes
and meeting papers as required. MS Publisher is a program that I use to create flyers and graphical
documents, and my experience with Skype means I can easily communicate abroad, and over the
internet.
In addition, I have experience in the use of iPads, iPhones, internet, and email applications,
including MS Outlook and associated calendar functions.
The ability to work autonomously, in a geographically dispersed and predominantly mobile
team, whilst maintaining a team focus to the business unit and organisational objectives
Within my role at the City of Playford, I worked successfully in a largely autonomous role, and a
very mobile team. I worked out of a variety of offices and community centres within this role, was
on the road for significant periods, carrying out assessments at client homes, and on some
occasions, worked completely independently at centres, coordinating teams of volunteers. The
key to maintaining a team feel in such working environments is to connect with other team
members, when in the office, ensure attendance at weekly team meetings, and monthly morning
teas, and share ideas, and knowledge with others where it may assist them in their roles.
There were many volunteers in my team, and my role in chairing the Volunteer Coordinator’s –
Volunteer and Consumer Meetings, was one way of ensuring collaborative, and inclusive working
environments were maintained.
Demonstrated time management and organisational skills to effectively plan and prioritise work
tasks
My organisational skills are well developed, and tested within my current role, on many occasions.
One such time was in a period of three months, our team had to add 350 new clients to the
system, and review 100 clients in that time. My involvement in the planning for this, culminated in
implementing a structured approach, where one team member was doing reviews, two were
answering phones and putting on clients where they could, and two were dedicated to entering
clients into the system. This splitting up and rotation of roles, meant we were more organised,
more efficient, and managed to meet our targets in the timeframe given.
In addition, at the City of Playford, I was responsible for the organisation and coordination of up to
100 volunteers at any one time. This role required excellent organisational skills, the ability to
delegate and allocate tasks, and working to ensure everyone was contributing how they wanted to
contribute through volunteering.
A commitment to excellence in customer service, to ensure the consistent provision of
exceptional service to internal and external stakeholders
Satisfied customers are the best indicator of excellence in Service. Within my role at Anglicare, we
have undertaken numerous customer surveys to determine service levels, all with overwhelmingly
positive results. In addition, I personally have had excellent feedback from internal care workers,
who trust me, and are very happy to come to me if they have any problems, or issues that need
attention. This makes for happier staff, and therefore a better service to external clients.
I have a commitment to the common care standards. I have demonstrated this through, effective
management around compliance, legislation, risk management, consumer safety, Occupational
Therapy (OT) assessments, and the organisations obligation to ensure that carers are in a safe
working environment.
Demonstrated knowledge and application of Occupational Health and Safety (OHS), including
manual handling principles
In addition to my annual OHS training, I have dealt with many situations within client homes,
where the OHS of our carers is questionable. On one occasion, I completed a risk assessment and
management plan, in relation to a client who would not put her dog outside when the cleaner was
there. The dog caused the cleaner anxiety due to its aggressive behaviour, and the fact that it
snapped at the care worker. I implemented a plan that included installing a bolt onto the client’s
wall, which held a lead for the dog, so that it could sit on her lap whilst the employee was there,
and not create a problem for the workers. This meant the employee could clean the house, and
everyone was happy to have an ongoing arrangement. Other issues I have dealt with have
included replacement of badly worn shower mats, new handrails, and a range of other practical
assistance to both clients and workers.
Demonstrated community based experience is desirable
As my attached resume indicates, I have demonstrated community-based experience, including
my current role as HACC Service Advisor – working directly with the community, and my previous
role as Community Service Coordinator at the City of Playford. This role included office-based
work, as well as visiting community members in their homes to perform assessments, and a large
amount of work in community centres, with direct community access.
In addition, I have previously worked for the Salvation Army in Aged Care, the Spastic Society
Centres of South Australia, the Red Cross Blood Bank, and have volunteered at a variety of other
community-based organisations within Australia, and Internationally.
Demonstrated analytical skills to identify risk and make recommendations for change
A scenario where I needed to identify risks, and make a recommendation, was a client who was a
hoarder. This client and his wife lived in squalor. The husband was volatile, and was often verbally
abusive to his wife in front of the carers. His wife needed the services of the carers, but due to the
husband being volatile, a number of carers no longer wanted to attend to his wife, who required
assistance with personal care and showering.
In an attempt to identify the level of risk, I organised a home visit, and found out that the client’s
husband was embarrassed that the house had gotten out of control, and he did not want care
workers to come to the house. I negotiated with the man, organised a free 3 hour spring clean of
the house, and further weekly cleaning. Given that the wife was already using her allotted HACC
hours, the husband became a client. I explained to the husband his rights and responsibilities in
relation to the safety and wellbeing of the care workers, and that they have a right to work in a
safe environment. I organised further training and support, for new care workers who attended to
the clients. Because of my work, both the husband and wife receive the services that they need to
remain living independently in their own home, and since then, the clients and care workers have
developed a rapport with each other.
A tertiary qualification in a relevant discipline is desirable
As per my resume, I have numerous qualifications, which are highly relevant to this role, including:
– Bachelor of Social Work – ongoing
– Certificate II in Active Volunteering
– Certificate IV in Assessment and Workplace Training
– Certificate IV in Community Services (Lifestyle and Leisure)
– Certificate III in Community Services (Health and Aged Care)
– Certificate III in Community Work
Please see my resume for a range of other professional development training undertaken.
