Organisation: ACT Government Health Directorate } Office of Director-General
Job Title: Administrative Service Officer ASO4
Word Limit: 500 words max per criterion
Location: Canberra , ACT
Demonstrated ability in providing high-level administrative support, including the understanding of the need for confidentiality, and high levels of initiative and discretion
A highly competent and resourceful administration professional, I have extensive experience delivering comprehensive support in a corporate environment in order to assist busy executive teams. 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 worked in numerous capacities, providing confidential administrative services in support of human resources, nursing and midwifery, mental health, drug and alcohol, surgical bookings, medical records, reception, admissions and discharge and emergency departments, amongst others.
As Executive Assistant (EA) to the Director, Nursing and Midwifery and the Deputy Director, Mental Health, Drug and Alcohol (MHDA) Unit for four years, I acted as the first point of contact for all internal and external customers, performing a wide range of duties encompassing all aspects of administration management. This included managing multiple diaries, booking and organising travel, coordinating all executive meetings, performing accounts reconciliations, completing filing activities and providing general secretariat support to the Directors and senior managers. Exercising initiative and discretion, I managed both electronic and paper-based correspondence on behalf of the Directors, screened and assessed calls, prepared memorandums and coordinated ministerial responses, briefings and parliamentary questions.
Throughout my career, I have demonstrated my ability to identify and respond to areas in need of attention in order to support, manage, prioritise and maximise the Director’s time spent delivering value to the business and its customers. I pride myself on the 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. I have a reputation for consistently going beyond the usual functions of my role to ensure the smooth and timely operation of the department. 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 deadlines and budget. This included full responsibility for a Domestic Violence project in which I was required to distribute information to all sites within the Area Health Service. My exposure to high-level projects has provided me the opportunity to contribute at a strategic level and the ability to pick up new concepts quickly and efficiently with minimal supervision and direction.
With good listening and interpretation skills, I have demonstrated my ability to maintain professional service delivery standards at all times, providing responsive and collaborative support to a diverse range of key stakeholders. For example, I have gained extensive experience coordinating executive meetings, not only as an EA, but as a Manager with Meals on Wheels Queanbeyan (MoWQ) and Practice Manager with headspace Queanbeyan. This included developing agenda items, taking minutes, organising action lists, preparing documentation, distributing minutes and uploading the documents onto Staffnet. 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 Office of Director-General.
Demonstrated experience in proficient use of TRIM for document management, correspondence tracking, and workflow management; and sound practical knowledge of Microsoft Office software, such as Outlook, Excel, Word and PowerPoint
Through my 27 years working in the healthcare industry in roles encompassing confidential secretarial and executive support with the SNSWLHD, I have developed advanced technical and computer literacy skills in order to effectively carry out my responsibilities. This includes the ability to manage and maintain computerised and paper-based files, personnel and patient information, medical records and practical resources, and ensure that all information is safe, secure and easily accessible. A good example of this was demonstrated in my role as Practice Manager with MoWQ Queanbeyan, where I was responsible for overseeing adherence to correct record management procedures with regard to client information which was maintained on an electronic database.
This ensured that the information remained consistent and information audits could be carried out, in accordance with the Territory Records Act 2002 and the Freedom of Information Act 1989. With extensive experience in the use of corporate document management systems, including WebReq financial system, ProAct payroll database and HP TRIM records management, my sound practical knowledge of these systems means that I am able to retrieve records, manage workflow and respond to enquiries in a timely manner to deliver positive outcomes for the business. Additionally, I have demonstrated my ability to quickly and efficiently generate meaningful reports via these systems and link the information to other software programs such as Microsoft Excel, Word and Outlook from a secure, centralised data point.
Throughout my working life and during completion of my studies, I have demonstrated proficiency in the full Microsoft Office Suite of programs. Using my accurate typing skills and ability to design quality, user-friendly documents, I have effectively utilised Office program design tools and software to present professional information in a variety of formats in accordance with style guide requirements. This includes, but is not limited to, word processing of reports, minutes, letters, company documents, executive summaries and stakeholder correspondence, and monitoring existing documents to ensure they remain up-to-date. Additionally, I have extensive experience creating and delivering training sessions and presentations in PowerPoint to support internal and external communication.
In my previous roles, I have often been considered the go‑to person for staff requiring additional training in the technical or practical aspects of their roles. This knowledge has allowed me to share my expertise with colleagues to ensure the effective use of equipment, time and company resources. For example, in my role as Practice Manager with headspace Queanbeyan, I was responsible for managing all information technology (IT) systems for the centre and liaising with relevant support services on issues that required prompt resolution. This included researching and implementing the process for Medicare Online Billing and payment systems for the office. Recognised throughout my career for delivering quality administration services via the proficient use of technical systems, programs and applications, I would bring these skills to the role of Administrative Officer to effectively support the Office of Director-General.
Demonstrated ability to plan, prioritise, coordinate and manage workflows
Throughout my employment, I have demonstrated superior organisational skills across a range of valuable functions, including administration management, project delivery, data entry, information management and stakeholder correspondence. 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.
A good example of this was demonstrated in my role as Administration Coordinator and Practice Manager with headspace Queanbeyan, where I remained responsive to the demands of the department as a whole by assisting my colleagues in times of absence or increased operational demands. Additionally, I monitor and action my own workload at all times to uphold a high standard of work and overcome any challenging situations. To achieve this, I implement 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.
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. With a wealth of experience providing administration support in customer service environments, I take full accountability and ownership for achieving outcomes and lead by example to improve workplace procedures. For example, as an EA with the SNSWLHD, I was tasked with leading the introduction of a new online recruitment database across the five district areas to replace the paper-based system.
Understanding that my involvement in this initiative may affect the achievement of my daily work objectives, I rescheduled and reorganised my work to reflect the changes in priority. This enabled me to prioritise my tasks in order of importance and deadline; however, I remained aware of the need to be flexible and cope with shifting and competing priorities. 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 providing one-on-one training, ongoing support and documentation as required. Due to my approachable manner, engaging method of delivery and ability to provide relevant and timely information, the system was operational within the set timeframe with minimal disruption to daily routines.
Demonstrated well-developed oral and written communication skills and the ability to compose and edit workplace documents
A confident and experienced communicator, I have developed the ability to tailor my communication to my audience in order to deliver relevant information to suit the needs of the enquirer. Accustomed to liaising at a senior level, I am comfortable consulting and negotiating with a diverse range of colleagues, supervisors, external bodies and community organisations on a variety of topics relevant to my position. To achieve this, I use effective questioning and active listening techniques to deliver services and solutions in accordance with organisational guidelines. This allows me to effectively interpret and communicate legislation, policies, procedures and technical knowledge to achieve positive outcomes for a business.
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. This was a highly involved project requiring extensive reporting at all stages of the development. Additionally, while in this role 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 research, write and implement new policies and procedures to align with extensive changes relating to the management of aged care.
Supported by my extensive experience in a corporate environment and completion of a Report Writing Course with the New South Wales Department of Health in 2011, I am confident in my ability to prepare accurate, concise and professional correspondence, including policies, minutes, agendas, company documents, standard operating procedures and reports. In particular, during my employment with the SNSWLHD, I was required to compose and edit memorandums, ministerial responses, briefings and parliamentary questions with respect to relevant political, cultural and socio-economic factors. This high-level communication required extensive research, collation of information and stringent editing to maintain the integrity of the organisation and minimise the impact of any inaccuracies.
Effective communication is the most important issue in any organisation and I endeavour to be clear and concise at all times to mitigate the risk of confusion or misunderstanding; common factors that may lead to conflict. For example, in my role as Administrative Officer with SNSWLHD, I provided authoritative information and advice to employees to resolve grievances in relation to sensitive issues such as bullying, employment entitlements and workplace conditions. I was often commended for my ability to communicate in an empathetic manner while continuing to focus on organisational policies and procedures, allowing me to interact with a diverse range of people and situations. With the presence, experience and gravitas to communicate with key stakeholders at all levels, my professionalism and cooperative attitude will be a great asset to the Office of Director-General.
Proven efficiency in the use of computer-based office applications, database applications, correspondence tracking, file management and experience in managing associated reporting procedures and programs
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. Committed to achieving quality outcomes, I pride myself on providing a high level of accuracy and attention to detail in all computer-based tasks encompassing program delivery, project management, data entry, stakeholder correspondence, record keeping, document preparation and report writing.
By maintaining a comprehensive understanding of the capabilities and features of relevant software, such as Microsoft Office, Adobe Suite, TRIM and other information management systems, I am able to respond to enquiries in a timely manner to ensure a reliable and effective administrative service. To achieve this, it is critical that I maintain a high standard of work, thoroughness and attention to detail to minimise the risk and impact of any errors. Therefore, I review and double-check my work prior to submission and adhere to internal administrative procedures, relevant Acts and regulations, standards and other mandatory requirements to ensure the integrity, accuracy and security of the information.
A good example of my skills in this area occurred 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. In this capacity, I was responsible for ensuring all record management systems were designed, installed and operational in accordance with best practice and legislation. This included the Electronic Filing System and the Best Practice Software to support a paperless office. Due to the nature of my role and the services headspace provides, I managed sensitive records via the effective use of these systems in regards to people’s personal and mental health issues.
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 such as MYOB. This ensures that I am able to manage all business files in relation to inventory, time billing, sales, GST, business activity statements (BAS) and other needs of a small business. Additionally, I am able to monitor expenses, create invoices and reports, track orders and manage customers and vendors.
Maintaining responsibility for the output of work deliverables, I take ownership of both my achievements and the rare occasion of human error. I respect my role within the wider government community and understand that the quality of my work directly affects the tasks and service levels of the organisation. 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 Administrative Service Officer.
Demonstrated ability to consistently display a commitment to, compliance with and leadership in high quality Customer Service, Workplace Diversity, Occupational Health and Safety and Industrial Democracy principles, practices and relevant legislation relating to these areas and an understanding of and commitment to the ACT Health values
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, including care, excellence, collaboration and integrity.
Experienced in managing sensitive information, I am confident using my initiative and sound judgement to resolve or escalate individual situations in order to maintain a consistently high level of customer service and satisfaction. Throughout 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.
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 factors which may lead to discrimination. This is particularly important in diverse and multicultural environments such as headspace Queanbeyan, where I worked closely as a Practice Manager with children and young people in the community with mild to moderate health issues. I am grateful for employment history within organisations that respect the right of individuals to be treated equally and to value others for their diversity of their backgrounds and perspectives.
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.
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. I would bring these values to any future role and am confident that my personal drive, integrity and courageous approach will allow me to make a valuable contribution.
