Organisation: Department of Human Services
Job Title: Senior Analyst
Word Limit: 250 words per point
Location: Canberra
Demonstrated analysis skills and experience to perform one or more of the following using
customer management and data base tools:
Work with large or complex data
Risk identification and quantification
Presentation of data and analysis in a meaningful format
Provide or contribute to evidence based recommendations
Preparation of detailed reports, briefs or minutes
During my current role within the Department of Human Services (DHS), I have demonstrated my
ability to gather and analyse complex data, extracted from our SAS database system and present
this data to officers in order for reviews to be executed. Once the raw data is gained from the SAS
system, I analyse that data, determine whether triggers exist to review the data, and strip all of
the unwanted or incomplete data to ensure we focus on cases that can be reviewed effectively. At
that point, the review is presented in a meaningful format to an officer to follow through on,
demonstrating my ability to work with complex data and present it for analysis in a meaningful
format.
All of the reviews and recommendations for reviews are made based on evidence that exists
within the customer and database systems. Any cases that come up for review that don’t have the
correct information or where the individual wasn’t receiving payments in the period in question
along with a number of other criteria, are deemed to not have enough evidence to warrant
spending time on reviewing and are deleted.
Within my role, I often receive a detailed report from the National Manager that outlines the cases
that need to be looked at and how long they have been waiting. Starting with the oldest cases, my
role is to use the report to allocate cases out to the networks and ensure the reported cases are
successfully cleared each time.
Demonstrated ability to set direction of work priorities and practices to achieve business
outcomes within established resources and timeframes
Currently, I am acting as Team Leader for the Business Image and Maintenance Team where their
workload had built up to around 2,000 scanned images that were not getting actioned. Having led
this team for only one week, I have managed to prioritised the workload of the team to make sure
we are covering our workload, but have also brought down the number of scanned images
extensively, mitigating the risk of issues being created for customers.
On a day-to-day basis, I not only manage my own workload and set priorities and practices, but am
responsible for ensuring that staff across numerous sites are allocated an appropriate workload to
keep them productive, but not overwhelmed with work. I monitor this consistently and top-up
work as required, allocating around 80% of the overall workload to a range of sites to complete. In
addition to this, my role includes monitoring the percentage of work completed within given
timeframes and to ensure output meets targets. Since working in this role, I have consistently met
requirements and targets and have also successfully worked to support others in their teams
without reducing my own team’s productivity.
During my time in Centrelink, I have seen many evolving changes in priorities, such as the
implementation and rollout of the BIIST, which I was intrinsically involved with. During the rollout
of the BIIST, I was able to adapt well, working in a team to ensure the project was finalised by the
deadline.
Demonstrated ability to communicate persuasively, negotiating on complex matters whilst
establishing and maintaining effective working relationships
Across my career within the DHS, I have demonstrated my ability to communicate, negotiate and
foster and maintain effective working relationships. I have a good track record of providing new
sites that then become a part of the customer compliance branch with all the tools they need to
do their job efficiently. This includes where the reviews can be found, coaching on the age and
type of reviews, as well as building task cards to assist them with processes. This works to assist
new teams and cements our working relationship from the beginning.
Within my current role, the more complex enquiries are passed to me and I use the policy
information to translate and apply them to the situation given by the customer. Additionally
within my current role, I gather information and evidence and use it to make decisions on a daily
basis. One example includes the receipt of information that suggests that a review might be
initiated on a customer’s file. This information comes from a range of sources and my role is to
look at the file in question, communicate and negotiate with the data match team to gain advice
and make a decision about whether a manual review should be undertaken. Within this process,
there are numerous complications that may arise including the number of times (if any) that the
person’s file has already been reviewed to avoid constant review of the same files, and my strong
relationships allow me to gather and make correct decisions.
Experience working in changing environment with evolving priorities and supporting staff
through these changes.
The DHS environment is one that undergoes almost constant change. Generally, staff who have
been in their positions for some time tend to resist change. During my previous acting role as
Team Leader within BISC, I demonstrated my ability to impart knowledge to staff, and manage
some challenging staff members through times of change for them. I am able to liaise and form
productive relationships with staff members about requirements and tasks, and often follow up
with an email to ensure my direction was fully understood. This approach has worked well and
also provides the staff members something to reference when trying to remember the
instructions, subsequently becoming more independent within their roles.
Having successfully completed the Trainer Certificates I, II and III, I have demonstrated my ability
to lead, motivate and manage staff to achieve quality outcomes even in changing environments. I
have supported and trained staff with the rollout of the Customer First system and have provided
training and assistance to new Workload Management team members and have supported them
through being open for issues and questions.
On some occasions currently, the outbound dialler within our networks has stopped working.
During this time, my role is to ensure the networks have enough work to go on with, given the
telecommunications are cut off. I need to ensure the teams have plenty of paper processing work
to go on with, giving them as much notice as I can to the changed working requirements for that
day.
