Organisation: ACT Health
Job Title: Organisational Development Unit
Word Limit: 500 words max per criterion
Location: Canberra, ACT
Demonstrated experience and skills in administration, specifically attention to detail and the ability to prioritise tasks and time
A highly competent and resourceful customer service professional, I have extensive experience delivering comprehensive administration, secretarial and clerical support to assist busy executive teams in a corporate environment. I have a thorough working knowledge of administrative functions, office practices and customer service principles, best demonstrated through 27 years of employment with the Southern New South Wales Local Health District (SNSWLHD). During my tenure, I provided confidential executive assistance for a variety of organisational programs and initiatives spanning nursing and midwifery, mental health, drug and alcohol, human resources, surgical bookings, medical records, reception, admissions and discharge, and emergency department, amongst others.
As Executive Assistant (EA) to the Director, Nursing and Midwifery and the Deputy Director, Mental Health, Drug and Alcohol (MHDA) for SNSWLHD, I acted as the first point of contact for all internal and external customers. My primary responsibility was to perform a wide range of duties to manage, coordinate and contribute to the efficient administrative functioning of the department. This included managing multiple diaries, booking and organising travel, coordinating executive meetings, maintaining personnel and client records and providing secretariat support to the Directors and senior managers. Exercising initiative and discretion, I managed incoming and outgoing correspondence on behalf of the Directors, screened and assessed calls, prepared memorandums and coordinated ministerial responses, briefings and parliamentary questions.
Committed to achieving quality outcomes, I have demonstrated my ability to provide a high level of accuracy and attention to detail in tasks encompassing customer service, program delivery, project management, data entry, computer operation, report writing and information management. To achieve this, I review my work prior to submission, adhere to all administrative procedures and apply my superior organisational skills to minimise the risk and impact of any errors. In this way, I am also able to identify and respond to areas in need of attention in order to support, manage, prioritise and maximise the time spent delivering value to the business and its customers. I pride myself on my ability to anticipate the needs of my supervisors and readiness to provide information and advice within the scope of my role at a moment’s notice.
The nature of the health industry and rapid advancements in technology mean that changes in the workplace are inevitable and I have regularly demonstrated my ability to remain flexible, adapt to uncertain circumstances and successfully manage conflicting priorities. For example, I monitor and action my own workload at all times by implementing strategies such as Microsoft Outlook to prioritise workloads, schedule meetings and keep track of daily, weekly and monthly routines. Ensuring the accurate and timely completion of tasks allocated to myself and my supervisors, I take notes in formal and informal meetings and maintain a daily diary to ensure that all duties are completed in an efficient manner. Recognised throughout my career for delivering quality administration services in a variety of business circumstances, I am confident in my ability to make a valuable contribution to the Organisational Development Unit.
Evidence of capacity to problem solve and use initiative to create process improvements
With a wealth of experience providing administration services in busy customer service environments, I have relied on my excellent problem-solving skills and initiative to investigate, assess and resolve issues that arise during the day-to-day operation of a department. Central to my success is the desire to promote services that meet the needs of customers and staff, while increasing efficiency. I have found that a collaborative approach to problem solving is highly beneficial in resolving any issues as it gives staff and customers the opportunity to be involved in decisions that will affect them on a regular basis. For example, in my capacity as EA with the SNSWLHD, I was tasked with leading the introduction of a new online recruitment database across the five district areas to replace a paper‑based system.
Responsible for coordinating the transition and training of staff within a six-month period, I worked closely with the information technology team to become an expert on the new E‑Recruitment system, whilst balancing my busy EA responsibilities. Historically, the nursing sector utilised a predominantly paper-based filing and records management system and I faced strong resistance from several employees in relation to the change. Upon listening to staff concerns, I identified that the reason behind the resistance was due to a lack of confidence. As ‘change champion’, I was able to positively influence staff on the proven benefits of embracing the change through knowledge sharing and training. This included assisting individual staff members with one-on-one training and providing ongoing support and documentation as required.
Due to my approachable manner, engaging method of delivery and ability to provide relevant information, the system was operational within the set timeframe with minimal disruption to daily routines. Dedicated to ongoing continuous improvement, I strongly believe it is important to challenge procedures and ways of working on a regular basis to determine if there is a better, more efficient way of performing tasks, maximising organisation and coordinating unit outputs. I achieve this by utilising all available resources and leading by example to improve workplace efficiency. Combined with my ability to prioritise problems and gather appropriate data to analyse a situation, I am able to identify and initiate improvements under limited supervision.
A good example of this was demonstrated in my role as Practice Manager with headspace Queanbeyan where I assisted with the initial set up of the office, including the development and implementation of administration, database, correspondence and file management policies and procedures. Further, due to my extensive knowledge of systems and programs and how they relate to organisational activities, I was able to make considered and cost-effective recommendations to improve the efficiency of the centre. Responsible for managing all information technology systems, I liaised with support services on issues that required prompt resolution for the centre. This included researching and implementing the process for Medicare Online Billing and payment systems, and ensuring the Electronic File system and Best Practice Software were designed, installed and operational in accordance best practice and legislation.
Demonstrate high quality customer service through well-developed written, oral communication and interpersonal skills
Collaborating with a diverse range of key stakeholders throughout my career, I am pleased to say I have achieved a great deal of success building and maintaining relationships with staff, supervisors, customers and internal and external bodies. This is demonstrated by over 27 years of career success in customer service roles that have demanded exceptional communication and interpersonal skills to perform a wide range of activities, including conflict resolution, customer enquiries, program delivery, project management and quality assurance. Effective communication is the most important issue in any organisation and I endeavour to be clear and concise to mitigate the risk of confusion or misunderstanding; common factors that may lead to conflict in the workplace.
At all times, I demonstrate tact, diplomacy and discretion in my interactions with key stakeholders, ensuring that I clearly communicate information via telephone and email in a friendly and professional manner. To achieve this, I use effective questioning and active listening techniques to provide guidance and advice in accordance with departmental guidelines. Due to my ability to balance assertiveness and empathy when responding to service issues or requests, I am able to work in partnership with customers and staff to achieve mutually beneficial outcomes and recommend effective courses of action. Applying these same skills when dealing with customer complaints or conflict, I am able to defuse and de-escalate individual situations, uphold the integrity of the business unit, and consistently maintain high levels of customer service and satisfaction.
For example, when I first commenced in the role of Manager with Meals on Wheels Queanbeyan (MoWQ), the culture was largely fragmented, leading to an inconsistent approach in the quality of the service. To overcome this issue, I listened to the concerns of the volunteers and staff and introduced greater transparency around decision-making and accountability of performance. I regularly voiced my appreciation for their work and this recognition played a key role in creating a collaborative environment and attracting and retaining volunteers. It was in this role that I also gained experience in coordinating volunteers, fundraising events and charity days to drive positive outcomes for the organisation and forge meaningful relationships within the community.
Supported by my extensive experience in a corporate environment and completion of a Report Writing Course with the NSW Department of Health in 2011, my high-level written communication skills allow me to prepare accurate and concise correspondence, including policies, minutes, agendas, company documents, standard operating procedures and reports. For example, in my role as Manager with MoWQ, I was responsible for preparing complex correspondence in order to achieve our goal of a new kitchen for the centre. This included drafting funding grants, gaining approval from the Council to renovate the building, liaising with internal and community agencies and senior citizens, completing development applications and acquiring contractor quotes. With the presence, experience and gravitas to communicate with key stakeholders at all levels, my valuable skills in this area will be a great asset to the Organisational Development Unit.
Demonstrated ability to undertake a diverse array of administrative tasks using Microsoft Office Suite or other data based Windows packages
My substantial knowledge of contemporary software packages, databases and information management systems has been acutely developed throughout my career, allowing me to utilise a broad range of programs and applications to effectively carry out my responsibilities. With a high degree of attention to detail and accuracy, I have demonstrated my ability to design quality, user‑friendly documents in accordance with style guide requirements. This includes the presentation of information in a variety of formats such as reports, company documents, executive summaries, advisories, letters, minutes, agendas and stakeholder correspondence via the effective use of Microsoft Office program design tools and software. For example, in my capacity as EA, not only was I actively involved in managing personnel and patient information and correspondence, I was responsible for all Nursing and Midwifery Department executive meetings.
This included developing agendas, taking minutes, organising action lists, preparing documentation, distributing minutes and uploading the documents onto Staffnet. Additionally, I was responsible for managing and maintaining the WebReq financial system, ProAct payroll database and TRIM records management system. With a comprehensive understanding of the system capabilities of these programs, I am able to retrieve records and respond to enquiries in a timely manner to ensure a reliable and effective administrative service. Further displaying my ability to effectively manage reporting procedures and programs, my experience as an Australian business owner allowed me to develop an in-depth understanding of financial applications and functions. Through this experience, I demonstrated my ability to effectively manage all business files in relation to inventory, tracking expenditure, processing invoices and credit card acquittals and managing customers and vendors, using programs such as MYOB.
Through my exposure to high level projects, I have enjoyed the opportunity to undertake a diverse array of administrative tasks to contribute at a strategic level. This has required me to pick up new concepts quickly and efficiently with minimal supervision and direction. For example, in my role as EA, I worked closely with senior MHDA managers on the design, implementation and coordination of key projects in accordance with deadline and budget. This included full responsibility for a Domestic Violence project in which I was required to use a variety of systems to gather, record and report on relevant data. I then distributed this information to all sites within the Area Health Service, using multiple communication methods and systems.
Further, while in my role as Manager with MoWQ, I contributed to the Whole of Government consultation process for the New Aged Care website, incorporating the Department of Social Services (DSS) new home care standards. This required me to use Microsoft Office and Windows based packages to research, write, implement and distribute new policies and procedures to align with extensive changes relating to the management of aged care. With the ability to maintain focus and achieve results through the application of technology, my superior knowledge of computer-based applications and associated information, reporting and database systems will allow me to effectively carry out the duties of Administration and Course Coordinator.
Demonstrates a commitment to work, health and safety (WH&S) and the positive patient experience and displays behaviour consistent with ACT Health’s values of Care, Excellence, Collaboration and Integrity
Having contributed to community service and healthcare organisations for the majority of my career, I have an informed understanding of public service professionalism and a demonstrated commitment to customer service, workplace diversity, occupational health and safety (OHS) legislation and organisational values. I take great pride in the quality of work I produce and behave with honesty and fairness in both my personal and professional life. I am aware of and support the Australian Capital Territory Health Corporate Plan and the comprehensive set of values that underpin the plan. Through my 27 years working in the healthcare industry, I have demonstrated my commitment to upholding the Ministry of Health policies by maintaining strict confidentiality and discretion at all times, particularly in relation to management and staff related issues.
With experience in policy development, organisational reviews and staff training, at all times I consider the relevant target audience to ensure a safe and harmonious environment and a positive patient experience. This includes a thorough understanding of the Australian Capital Territory (ACT) Government record management requirements and experience managing and maintaining databases, information, medical records and practical resources to ensure that all information is safe, secure and easily accessible. I recognise my obligation to adhere to and implement the privacy principles and practices established by legislation, policies and guidelines to ensure all information is processed to conform to the Territory Records Act 2002 privacy and confidentiality requirements.
With respect to workplace diversity and equal employment opportunity, I strongly believe in promoting a respectful and supportive environment to ensure that every person has equal access to education, training and employment opportunities regardless of age, gender, culture, ethnicity or other discriminating factors. I am grateful for my employment history within organisations that respect the right of individuals to be treated equally and values others for the diversity of their backgrounds and perspectives. Engaging in industrial democracy, I encourage and provide feedback within my team to create an environment that is conducive to sharing ideas and responsibility, seeking input and recognising contributions made by each individual. Making the necessary effort to contribute to regular meetings and forums, I remain up-to-date with employer objectives and am able to constructively challenge business issues and justify my own position to verify my ideas and beliefs.
Throughout my career, I have performed all work in accordance with the requirements of OHS policies and procedures. I recognise my specific responsibilities in relation to the prevention and management of illness or injury in the workplace, and have attended regular training sessions in safe work practices, including correct workstation set up, risk and hazard identification, and reporting of accidents or incidents. More generally, I am always on the lookout for unsafe work practices such as obstructions to walkways, spills on surfaces that might become slippery and heavy items being lifted in a manner that is likely to cause injury. I would bring the above values to any future role and lead by example through fairness, integrity, honesty and personal drive.
