Job Title: Office Manager
Qualifications, knowledge and skills
Qualifications in office management
I have the relevant qualification in office management having successfully completed my Diploma in Management in 2010. My skills in this area are well developed, using my managerial skills and professional understanding to balance the daily responsibilities of an executive assistant and deal with issues arising within a complex operating environment.
Example
In the position I have held at Active Care for over the past 14 year’s office administration experience with 4 years as Manager. I have provided executive administrative support to CEO/Director. My responsibilities have included organising meetings, researching background information, taking minutes, and preparing and distributing agendas, reports and minutes. I am responsible for organising the OHS monthly meeting with all departments attending.
For the past 4 years I am responsible for supervising the day-day work of 12 staff. Other duties include when CEO/Director is on leave I managed the daily business operations of Active Care.
- Experience in a complex operating environment
I have demonstrated experience working alongside the CEO/Director of Active Care providing a high level of executive business, secretarial and administrative support within a busy, complex, confidential and sensitive environment. My role encompassed the need for excellent written and verbal communication skills, the need to be exceptionally organised and efficient, to use initiative, think analytically, to problem solve and to pay a pivotal role in ensuring the Office of the CEO/Director disseminates quality responses in a timely manner.
Example
I was responsible for downloading and obtaining a copy of the Certificate of Currencies for Public Liability, Workers Compensation and Professional Indemnity. I would diary for when they expired alerting the CEO/Director prior to expiry that they were due to expire. Once these became available from the insurer my role would then be to mail merge all our customer list and send faxes or emails to customers on or before the expired date. If we did not have this information to relevant customers by the date of expiry they would refuse to pay our invoices. A complement I quite often received from customers was that how impressed they were that we were always on time with our certificates. Their response was that the number of providers they had to follow up to obtain their certificates of currency was very time consuming.
- Computer literacy
Demonstrating a high level of attention to detail, I offer advanced technical and computer skills with the ability to acquire new skills and knowledge quickly and easily, proficient with using various software and systems including:
- Microsoft Office Suite: Word, Excel, Outlook, Publisher, and Access.
- Internet and email proficient.
Example
Duties and responsibilities I have undertaken that demonstrate my computer skills include the following:
- Excellent work processing capabilities.
- On a daily basis for the past 14 years produce letters, memos, reports, table and procedures.
- High quality administrative assistance which includes the presentation of information in a variety of formats: report writing, database management, management of statistical information, electronic calendar management and the full complement of executive level administrative support.
- Experience in adapting and learning new programs.
- Developed, implemented and reviewed new systems that comply with government-funded programs. For example I set up in 2009 an accounting spread sheet system using excel formulas budgeting client monies allocated from their individual support program. This report supported the Financial Acquittal Report yearly to Department of Human Services. The accuracy of these reports also helped to determine when DHS had made a funding error and short paid Active Care. This was a huge cost saving to the company.
- Social Media Platforms
I have experience in the use of social media platforms in a business environment including basic experience learning Share Point. Applications that I am familiar with include Facebook, Twitter, Youtube, Skype, Instagram and LinkedIn.
Example
Although Active Care did not use facebook or twitter, I have been involved with other areas that do use these applications and have contributed to their sites. Youtube I have used in my research and study. Skype I have used as part of conferences and training sessions done online as part of my role at Active Care.
I have excellent computer knowledge and have demonstrated ability to learn new software packages efficiently. This is evident through my previous role where I learnt new software packages and then trained other staff. I have not previously used Sharepoint in an office environment. I have trained myself in youtube videos on Sharepoint. I was previously researching ways to improve the inefficiency in the office and the number of man hours being used. I believed that this would streamline Active Care’s processes and increase productivity making things easier and faster. I am confident that I will rapidly develop competence in its usage.
Personal attributes
- Excellent communicator with strong interpersonal, advanced written and oral communication skills
Demonstrated capability to write clearly and concisely using appropriate grammar, style and language to suit the communication purpose and audience.
Demonstrated capability to liaise and negotiate with internal clients and external providers.
Example
A confident and experienced communicator, I possess high level of oral and written communication skills which can be demonstrated throughout my employment history where I have communicated with internal and external stakeholders both verbally and in writing on a daily basis including clients/customers, suppliers, colleagues, employees, and community organisations.
I have demonstrated interpersonal skills that are of a very high standard, paving the way for performance appraisals by my superiors, who have commended me on many occasions for my clear speaking manner, understanding and emphatic attitude whilst performing my tasks as part of my role.
I possess strong written communication skills which I have developed throughout my career. Working at Active Care I was required to investigate incident reports and provide written recommendation to address any safety issues. These findings were raised with the Quality Assurance Committee and OHS Committee.
The workshop I attended with DHS in November 2011 on “Writing Effective Department of Human Services Client Incident Reports” further enhanced my written skills in this area.
A research article that I did on “Communicating effectively in community work with Indigenous Australians” was well received by Active Care’s Quality Assurance Committee. This article was used as a discussion paper in the development of Active Care’s Aboriginal Culture Awareness Brochure.
- Very high level of attention to detail and accuracy of work
Working at Active Care over the last 14 years and prior to that at Westpac Bank, I have developed my numeracy, literary and accuracy skills to a high level. When dealing with client’s information it is vital to be accurate and take great care with attention to detail.
Example
Previously at Active Care I was required to regularly correspond with DHS regarding client incident reports. This could be either through face-to-face consultations, over the phone or via email. I was seen as the “go to” person for all incidents that occurred at Active Care. This was because of my accuracy and attention to detail. Even when the incident occurred on another Case Managers watch, DHS PASA Alan Murphy would contact me for any information that he required. Alan always commented that he preferred to contact myself due to the high level of response and attention to detail in actioning his query.
- Ability to work under pressure, to tight timelines and meet deadlines and deliver constant quality and accuracy of work
I was able to maintain sustained level of concentration in a volume processing activity to ensure accuracy and identify errors to be addressed.
Example
As part of my role I was invoicing NDIS clients online on a weekly basis. This involved entering every shift and applying the service to a category to be claimed. My accuracy was 100% with nil errors for claiming. Where services were not able to be claimed I identified the problem and then followed up with NDIS on a weekly basis. I was able to identify claims not able to be claimed due to errors within the NDIS framework. I would then work to tight timelines to solve these problems and claim. The deadlines were set by Management to ensure that by claiming weekly this then gave a three day turnaround for payments to be paid. These payments were important to the cash flow of the business. This deadline was high pressured especially when there was a public holiday involved. Deadlines were met every single time. Monthly statements were sent to clients listing their dates and times of service. The statements delivered constant quality and accuracy which enabled clients to independently manage their services and budget for how much money they had left available. This was a task I completed monthly to clients.
- Displays initiative and capacity to proactively solve problems
In my role at Active Care I was able to demonstrate the capacity to exercise initiative and solve problems.
Example
When NDIS first commenced with Active Care one of the problems identified was how the claiming department would know which shifts to claim in which category. I proactively solved this problem by putting forward the suggestion of setting up individual contacts per claim category. Roster staff then allocated shifts to this contract which then balanced with the category of funding. I was able to then produce reports and statements for monthly balancing of clients funding. This solution was reflected in the database with the help of the IT Manager ensuring a very efficient and effective way to manage clients and their funding. If a client rang up staff were able to advise the client there and then how many hours or dollars they still had left in their funding program. I was complemented by customers on statements and how impressed they were with this service we offered.
- Capacity to build relationships and positive influence across the organisation and with its stakeholders
I thrive on team environment adapting to changing situations and organisational needs. It is important for me to support productive working relationships from hands-on to senior management and advisory roles. With my experience I can competently handle customer enquiries and complaints, escalated issues, staff problems or performance issues, team projects, paperwork-overload and busy periods. I am keen to assist others and prepared to put in the hard work to complete additional tasks to help team members or senior management with overload or extra duties.
Example
One such course organised by Active Care was on “Dealing with clients with difficult behaviour” As part of our Quality Assurance Committee it was identified that increasing incidents were occurring with difficult clients and staff being injured. A proactive approach was to have selected staff attend a training session led by a qualified trainer. They would learn how to manage their clients who had difficult behaviour. My role was mentoring staff to ensure they were achieving successful outcomes. This increased Active Cares reputation with stakeholders such as Aged Psychiatry Services. I then supplied staff for this stakeholder when clients were on suicide watch and there was no beds left in their hospital unit. Twenty-four hour around the clock care was provided until clients de-escalated. Not only did staff feel valued and supported in the field, but our stakeholder gave us a glowing reference when we were applying for our DHS tender.
- The highest standards of ethics, probity and professional conduct, behaving in an honest and trustworthy manner and ensuring confidentiality at all times
As a Manager in my last role I take very seriously my personal responsibilities as a Manager. In my day to day work environment I apply the highest standards of ethics. I conduct myself in a professional manner ethically, displaying honesty, integrity, diligence, trust and respect when dealing with others. I do not share any private information with anyone outside the company. I am compliant with the Privacy Act of 1988. I always demonstrate professionalism and probity.
Example
When I was working for Westpac Bank, I had a previous employee ring up one day and ask for myself. He was currently working with another organisation that was searching for the whereabouts of a client. He wanted to know what area the client was transacting his banking. I immediately advised this person that under no circumstances can I divulge this information due to the Privacy Act of 1988. My response to this person was that he should not be contacting me again. I immediately reported this to my supervisor, who commended me for my actions at the time. This was recorded on my appraisal that I had acted with integrity which was beyond reproach both morally and ethically.
- Proven consistency in making sound decisions by working collaboratively with other staff as well as utilising and analysing available information, knowledge and experience
Involvement in running the daily business whilst the CEO/Director was away I was able to make sound decisions and take action on difficult or unpleasant tasks in a timely fashion. This included appropriate communication of both negative and positive decisions.
Example
I am responsible for supervising the day to day operations when the CEO/Director was away. On one occasion there was an immediate staff shortage in the intake office due to two staff that had resigned on the spot. This intake of new clients was a critical role to Active Care’s day to day operations. I assessed current staff experience then proceeded to move staff in the office to meet the needs required. This required my knowledge and experience of these staff to support and train them in the days ahead until the position could be advertised. Consultation with staff occurred agreeing to work with my support in these new roles. Workloads were reorganised to ensure that everyone was coping with their day to day environment. I followed up with frequent checks with all office staff throughout the day supporting them and ensuring that everyone was coping with their daily tasks.
- Current Drivers Licence
I hold a current drivers licence. I have an excellent driving record with no speeding tickets or fines of any sort. I have never caused a car accident and I am very experienced at driving locally, country and in Melbourne.
- Satisfactory criminal records check and Working With Children Check
I hold a satisfactory Police check.
I hold a Working with Children Check, this was recently obtained as part of my volunteer work that I am doing at Mandama Primary School.
