Organisation: ACT Corrective Services
Job Title: Correctional Officer Class 1
Word Limit: Statement addressing the selection criteria ( no more than four pages)
Location: Canberra
Undertake Case Management
My understanding of case management is that it is a collaborative process of assessment, planning, facilitation and advocacy for options and services to meet an individual’s holistic needs through communication and available resources that promote effective outcomes. Possessing substantial management experience, I am confident in my ability to monitor the needs and progress of others, whilst supporting their development. For example, within my current role as Console Operator, I am responsible for the management of three staff members during each shift. This includes assigning duties and ensuring that they are carried out in accordance with standard operating procedures and workplace health and safety requirements. Additionally, I monitor performance to ensure that staff are meeting key performance indicators so that we can be confident in meeting the store’s monthly sales targets. In instances where I have identified knowledge or skill-based gaps, I have taken action by working with the staff member to provide them with relevant training and mentoring. This approach ensures that all staff are aware of areas needed for improvement and are proactive about increasing performance and productivity levels in a positive manner. Within my management capacity, I model professionalism and public service probity at all times, including upholding high ethical and moral values. This benefits not only the organisation by maintaining its integrity, but also the employees by providing inspiration and guidance as how to how to perform at a high level.
Supervise offenders and contain incidents which jeopardise safety and security
Trained and experienced in conflict resolution, I possess the demonstrated capacity to supervise others and contain incidents which jeopardise safety and security. During my time working as a Console Operator in the United Kingdom, my store was located in a low socio-economic area and I found that I was often required to respond to and contain incidents. One such incident occurred subsequent to a soccer match that was held at the grounds located on the same street as my store, where the local team had lost. A large number of patrons who looked to be intoxicated had made their way to the front of the store and were engaged in violent fighting. Concerned for the welfare of myself, the other staff and customers, I followed procedures by evacuating the store and calling the police and ambulance service. Upon their arrival, I verified that the store was secure and assisted the police by providing detailed statements. Additionally, within this role I demonstrated my ability to respond to incidents through the actions that I took when I identified that a fire had started in the skip bins at the back of the store. As I was on this shift alone, I first evacuated the store and locked it so that no other customers could enter, and promptly contacted the fire brigade and my Area Manager. Whilst I was waiting outside for their arrival, I ensured that I contained the incident and kept all customers away by firmly but professionally advising them that the store was closed. By implementing appropriate risk management procedures in both of these scenarios, I ensured that the safety and wellbeing of all staff members and customers was protected and not jeopardised in any way.
Use workplace communication strategies and write routine workplace materials
Throughout my career, I have shown highly developed communication skills that have been honed through working in the customer service field where I have excelled in delivering high levels of customer service. Having undertaken numerous supervisory roles, I possess the skills that make me an effective manager, particularly in customer-focused environments. These skills have been demonstrated through my success in directly and indirectly managing assorted teams, which has been achieved through employing effective communication strategies. For example, within my current role, I hold regular team meetings so we can strategise about different ways to ensure that we meet targets, as well as discuss any concerns or training needs. Additionally, I utilise a communication book so that all team members remain up-to-date with shift goals and requirements, even when we are not working together. This proves to be an excellent team motivator and leads to consistent understanding amongst all staff. My written communication skills are equally as high and have been verified through writing financial reports in previous roles in order to communicate store financial tracking to head office. When writing the reports, I ensured to use simple English and communicate in a clear and concise manner, whilst maintaining an awareness of using an easy-to-follow and consistent format across the document with easy to find key information. I am confident in my ability to analyse information, including both immediate and strategic issues, and to present my findings in both verbal and written forms.
Contribute to achieving organisational goals
My strong record of success in a variety of settings throughout my career shows my strong capacity to both lead and contribute to achieving organisational goals. Fundamental to this success, is my ability to deliver results by identifying and harnessing resources, setting direction and implementing appropriate strategies. This has been verified in my current role through clearly communicating set targets to staff members, as well as details on how the store is tracking so that they are aware of what to strive for. Through analysing financial target data and relaying this back to all staff members, we can effectively work together to devise strategies as to how we can exceed previous targets. Whist certain tasks can change on a day-to-day basis, we all work together as a team to ensure that all tasks are completed and objectives are met. As a leader, I take responsibility for championing the goals, motivating staff to achieve outcomes, and closely monitoring performance. My hands-on demeanour has facilitated strong working relationships based on trust and mutual respect, as my colleagues are confident that they can rely on me to assist, whether it is serving customers, receiving orders, or cleaning areas of the store. I have a strong professional drive and hunger for success that has been demonstrated extensively throughout my career. My commitment to action, proactive outlook, and ability to produce and follow through on clear and realistic plans has contributed to the successful achievement of many organisational goals.
Use information technology to store and protect information
In my current position, I undertake a range of tasks using information technology, including ordering and receiving goods, tracking sales and finances, responding to customer enquiries via email, as well as human resource management. All of these aspects of the business are computerised and are password protected to safeguard information integrity. The information that I enter in relation to sales and finances is utilised extensively for financial forecasting by the management team, and its accuracy is therefore paramount. In previous roles, I was responsible for collecting and assessing this information and utilising it to compile financial reports to the management team. Additionally, within my current role, I make use of the company’s intranet portal in order to access relevant training documents for both myself and my colleagues. This is also where I prepare and modify all staff rosters, including leave requests. My current role is very autonomous, and I go about my duties without supervision, whilst demonstrating a very high accuracy rate and superior attention to detail. Whilst most company records are stored electronically, we do keep hard copy records of certain documents such as invoices and consignment notes. These documents are stored in the locked office either in filing cabinets or dedicated archive boxes, and are kept for a set number of years according to company and legal policy.
Contribute to workplace safety, value workplace diversity and uphold the principles and values of the public service
No matter what task or role that I am undertaking, I take seriously my obligations under occupational health and safety legislation and company policy, and commit wholeheartedly to the principles and practices of workplace safety. I understand that there are general requirements that must be met by every workplace in order to protect the health, safety and welfare of employees, customers and the general public, and that in the Australian Capital Territory these are set out in the Work Health and Safety Act 2011 and the Work Health and Safety Regulation 2011. During the course of my duties, I ensure that I take care of the health and safety of others by reporting any incidents or hazards that I witness to the Regional Safety Representative. Additionally, I participate in workplace safety meetings, and have completed all mandatory workplace health and safety training. Having worked with a diverse range of colleagues throughout my career, and having served customers from a vast array of cultural and socio-economic backgrounds, I personally commit to diversity by recognising that all people are different. This extends to valuing my colleagues for their differences, and treating them with respect and dignity. Demonstrated extensively in my leadership positions, I have consistently ensured that all employees are provided with an equal opportunity to make most of their abilities, whilst fostering an inclusive environment that respects, values and uses the contributions of people of different backgrounds, experiences and perspectives. The way in which I conduct myself in the workplace is in line with the APS (Australian Public Service) Code of Conduct, and I am committed to continually upholding the APS values and principles throughout my career. Moreover, I strongly believe that the best way of mitigating Code of Conduct issues is by providing models of behaviour to duplicate, which I endeavour to do at all times.
