Organisation: ACT Government – Commerce and Works
Job Title: Administration Support Officer
Word Limit: 400 words per criteria
Location: ACT
Criteria 1 – Demonstrated excellent interpersonal skills with the ability to build rapport and foster effective working relationships
I am currently employed as an Administration Officer in the Shared Services Procurement Branch of Commerce and Works Division. In this and my previous roles, I have demonstrated excellent interpersonal skills and abilities in building rapport and fostering productive working relationships.
My job involves working with colleagues across all levels, from Project Officers through to Executive Level, providing fleet, facilities management and operational equipment support, records management and administrative services across the branch. I also provide assistance to Senior Management with HR related matters, and facilitate the tender opening process. In performing this range of duties, I have built and maintained effective relationships with colleagues in IT, Facilities, and other areas, plus external stakeholders such as phone providers and maintenance contractors. By being open, friendly and approachable, and offering prompt and reliable assistance to colleagues, I have also developed excellent working relationships within my team, and throughout the branch.
For example, a number of staff from the branch were being outposted to another location, based with another government department. I was requested to assist with the relocation of furniture, IT equipment, project files, office supplies and personal items, and used my excellent interpersonal and communication skills to fast track the process and therefore meet tight timeframes. This included using my good relationship with my Executive Director, developed through consistently providing efficient and effective administrative support, to ensure that approvals for logistics and budget for the move were quickly approved. By liaising well with all levels internally, from Executive Director to IT support staff, and with external stakeholders such as removalists, I supported a timely and efficient move, enabling staff to get up and running on the new site with limited disruption.
Recently, I identified that asset details were very outdated, due to our branch relocation, and normal staff changes and turnover. Many assets needed to be updated with new location details, requiring logging a job request with the service desk to scan, audit and reassign the assets. On speaking with the service desk I found that they didn’t have resources to provide this service. However, using the rapport I had built through frequent communications with the support desk, I negotiated an alternative arrangement. I was given access to ATLAS, the asset management system, to view and edit our asset details, and have developed a process to carry out regular audits and updates, ensuring the currency of our asset information.
Criteria 2 – Demonstrated ability to provide a high level of customer service, both individually and as part of a team
In my current Administration Officer role I deliver high levels of customer service, both individually and as part of a team, providing administrative support to internal customers in Shared Services Procurement Branch. For example, I coordinate and schedule meetings, seminars and workshops, including managing calendar and diary entries, organising agendas, assisting with papers, briefs and reports, and transcribing and distributing minutes. A major recent event was the launch of a new policy and process, guiding industry representatives and external contractors on tender and contract submission requirements. I provided a high level of customer service throughout, supporting internal Shared Services Procurement staff by undertaking tasks such as setting up and monitoring an event mailbox, as the key contact point for RSVPs and event queries. I provided excellent customer service to external stakeholders, monitoring and responding to queries in a timely manner, and using my good knowledge of the branch to refer more complex queries to the appropriate person, facilitating a prompt response.
I also arranged the event venue, seating, equipment and catering and, working as part of a team, put together information packs and provided on the ground support at the event. For example on the day I set up the laptop, linked to the projector and tested the presentation prior to the event starting, then worked with the wider team to meet and greet attendees, respond to queries and distribute information packs. As a result of my input and the work of the team, planning and organisation was completed in a limited timeframe of less than two weeks, the event ran smoothly and was well received by the audience.
In supporting the tender opening process I again provide customer service to both internal and external stakeholders, individually and as part of a team. Our branch carries out tender opening and review processes for Commerce and Works Division, and also provides tender services for the Land Development Agency (LDA), closing and processing tenders on their behalf. I am the LDA point of contact, liaising with them on closing dates, scheduling meetings of the tender opening committee, and coordinating with LDA to have two representatives present during tender opening processes. I provide a high level of customer service individually, remaining present and involved throughout the process to ensure that correct protocols and standards are followed, and also support and work with the tender opening committee as part of a team.
Criteria 3 – Demonstrated problem solving skills and the ability to prioritise tasks and manage timelines
Throughout my career to date I have demonstrated problem solving skills and the ability to prioritise tasks and manage timelines. As a Records Officer, my role included a broad range of tasks, including creating new records, reviewing and advising staff on wording and titles to ensure DIAC standards were met, file retrieval and transfers, file census, and information provision in response to public access requests. The role also provided cover on the TRIM helpdesk, where I provided support to clients with diverse, and often urgent, queries. I used my ability to prioritise tasks and manage timelines to consistently provide excellent client support, while also using my problem solving skills to troubleshoot advanced queries and support others through system changes.
For example, following the acquisition of the TRIM system by HP, there was a major rollout of TRIM updates, resulting in many changes to the standard processes and features. Throughout the rollout, I shared information with others and adapted to the changes by troubleshooting issues, researching queries, following up with the developers, and advising people of the new processes. A large number of helpdesk calls were related to changes in security access levels, where the rollout had reset many people’s access. I responded in a positive and flexible manner by prioritising senior staff and those with higher level security clearances, so that they could quickly access the information they needed to perform their roles.
Another example of my abilities in both prioritising and problem solving was the relocation of our branch to facilitate the co-location of another directorate into our building. As we were relocating to new premises to accommodate this directorate, they were paying for the move, including providing budget to pay for replacement of appliances, equipment and facilities which required replacement following the move; for example, new entry, meeting room and Director’s signage, break room fridges, installation of additional data and power points to accommodate printers and other assets, and a replacement projector.
I prioritised the necessary equipment and facilities, sought quotes and best value solutions, liaised with Managers and Directors on budget and purchase approvals, placed orders and arranged the trades in a logical sequence. I managed the completion of works and acquisition of new assets proactively, following up and resolving supply issues to ensure that our new location had all the facilities and equipment necessary, and therefore supporting a smooth transition.
Criteria 4 – Demonstrated ability to accurately and efficiently use a range of business technologies to support business processes
In my current Administration Officer role I use a range of business technologies to support business processes, to high levels of accuracy and efficiency. For example, I utilise Outlook extensively, and have set up calendars to book rooms, fleet vehicles and other assets. I have also used Outlook to resolve diary management issues impacting the tender opening process. On several occasions members of the tender opening committee were unable to attend, due to meeting clashes, so I put all of the committee meeting dates into their calendars, checking and resolving any scheduling problems. Once tenders have been opened, I enter all tender details into the tender database, and support new staff with training on this database.
I have extensive skills, knowledge and ability in using the Business Management System (BMS) as I am responsible for uploading staff reference documents, work instructions, templates, procedures, protocols and other business process information to the intranet. All items on the BMS have review dates which prompt Managers and document authors to do any necessary updates, which then come to me for upload. I carry out all updates, including inputting information in the BMS spreadsheets, registering new documents, inserting hyperlinks, fixing broken or out of date links, and liaising with the web administration team to update links on the external departmental website.
Another technology I use to support business processes is TRIM which, while not fully utilised in terms of document storage, is used to track physical copies of files allocated to Project Officers and locations. The administration team input locations, allocate files to Project Officers, and carry out file tracking. I provide the team with TRIM training due to my strong background as a Records Officer, and carry out more complex tasks, such as assisting with records searches in response to FOI and audit requests. As the physical files are held by ACT records, the previous process to find appropriate records for FOI and audit queries was very time consuming. My ability to perform advanced searches and use a range of TRIM functions has supported and streamlined business processes in several areas of document management.
Additionally, I am the key contact point for ICT requests, including PCs and phones for new staff, setting up printers and scanners, setting up laptops and projectors for meetings, and other business technology requests, supporting the smooth functioning of the branch.
Criteria 5 – Demonstrated understanding and commitment to the implementation of the principles of ACT Respect, Equity and Diversity (RED) ACTPS values and principles, participative work practices, occupational health and safety and staff development and training
I have over six years of government experience, both as a direct employee, and contracted through Converga to provide records management services. I have demonstrated public service professionalism and probity at all times, in accordance with the Code of Conduct, the principles of ACT Respect, Equity and Diversity (RED), and ACTPS values and principles. For example, in supporting departmental tender processes, I strictly observe confidentiality and ensure correct and transparent process, including maintaining accurate records and providing training and support to other staff though the tender process. I work as a team player, treating all colleagues equally, modelling good practice, and providing support to team members. For instance I am proactive in offering assistance, such as TRIM training and support, and am happy to provide cover for the EA and reception roles to facilitate leave, training and other needs.
In my current role, I am the contact point for logging work orders and ensuring resolution of any issues or defects which have potential occupational health and safety impacts. For example, after moving to our new premises, a staff member advised that there was mould on the wall in their work station, creating the potential for health issues. I immediately logged an urgent work order with Property Group to have the mould tested and treated and, following liaison with the staff member’s Director, had their work station relocated to another area. In line with my response to any potential health and safety issue, I circulated an all staff email, in case of any allergies or health concerns.
Unfortunately, Property Group were very slow to resolve the problem, so I escalated the issue to the Strategic HR, Health Safety and Wellbeing Unit, who got involved and were able to speed up the process. I acted as an ongoing point of contact for all trades, including plumbers investigating the source, the mould specialist who tested the mould to see if it imposed any danger, and treated the area to stop the mould from spreading, and the trades who removed and replaced the affected section of the wall, resolving the problem.
I am committed to my ongoing development and training, and fully engage in the performance review process by considering and acting on my development needs. I recently undertook advanced communication training to further improve my skills, and support the high levels of internal and external communication I carry out in my role.
tion: ACT
