Organisation: The Department of Human Services
Job Title: Authorised Review Officer
Word Limit: Various
Location: 1 x Selection Criteria 5 x points – 250 words max pp
Demonstrated skills in analysis and evaluation in order to make informed decisions.
Incorporated within the Department of Human Resources is the Payment Integrity Branch.
Part of their responsibility is to ensure that clients receive the correct payments in relation
to their circumstances and situation. As the Quality Control Officer (QCO), my role includes
ensuring the quality assurance process is followed and that officers were able to check and
verify data delivered by both the client and third parties. In some cases, an officer does not
always appreciate the importance of their work resulting in missed or misinterpreted data.
In such a case I work with the officer to provide a more personalised approach in
mentoring and provide feedback on their performance so they have a better
understanding of their responsibilities and the importance of their decisions.
For example, on checking a review submitted by an officer, I discovered the client qualified
for a more beneficial payment than they were currently receiving. I informed the officer
handling the case that the client was entitled to an additional payment and to initiate the
transfer of the client. The officer stated that it was not part of our job but I then pointed
out that as we were responsible for the accuracy of payments, our actions needed to
reflect the correct outcome for the client and also for our records. Otherwise an incorrect
percentage of the customer’s incorrect payments would increase and this would be
reflected in our quality of service and assurance. The officer understood this and the
correct payment of benefits was initiated.
2. Demonstrated research and problem solving skills in order to make sound judgements
and reach outcomes
My overall focus is an emphasis on delivering results for our clients and stakeholders. This
has been demonstrated in my roles through the utilisation of resources made available and
through the learning and training I’ve received, and the sharing of necessary information.
Throughout this process, I’ve exhibited ongoing professional communication standards in
my dealings with clients and internal stakeholders, promoting trust and engagement to
create partnerships that are productive and achieve common goals.
To ensure that accurate and complete information is obtained and appropriate payments
are made to clients, it is important that staff fully understand the criteria of reviews. To
illustrate this, quite recently there had been a drop in the quality of reviews resulting in a
generic failure and poor outcomes with inaccuracies and dissatisfied clients. After some
extensive research I decided that, in order to resolve this problem, a training regime should
be initiated where various possible scenarios of possible generic failures were displayed for
staff to understand and appreciate how these failures would come about. I then issued
these scenarios broadly and had the staff study them and understand them, including using
one-on-ones and face-to-face as well as a general monitoring of staff. The result of this was
a clearer understanding of the review process, a general improvement in reviews and a
distinct drop in generic failures. My manager has commended me on my initiative,
discretion and integrity several times.
3.
Demonstrated ability to make accurate evidence based decisions within legislative and
policy guidelines
As a self-managed administrator I meet timelines and KPIs, managing my workload to
ensure priorities are followed. Being most important, accuracy, quality and procedural
correctness are at the top of my priority list in relation to the Random Sample Reviews
(RSS) program. In all my evidence-based decisions I ensure I remain within the framework
of legislative and policy guidelines and remain up to date with the national Support Office
and BI Today.
During my tenure with the Randoms Team I made some valuable contributions in meetings
with the team and individual members and this is illustrated where I provide feedback to
the team on factual and evidence-based examples. During monitoring of error rates
recorded by all the QCOs, I provided answers to questions asked of me by review officers
on improving their client service and accuracy and conformance with legislative and policy
issues. Feedback is of a positive note, giving constructive information on how to improve
quality and accuracy.
To illustrate, I recently reviewed a case where a Random Sample Survey Officer (RSSO)
raised an overpayment. I reviewed the overpayment that was raised with income from real
estate and discovered that the debt was incorrectly raised due to a system malfunction and
an incorrect application of legislation. Researching Operational Blueprint, the payment
grant online doc and other online review DOCs, supported the setting aside of this
overpayment as correct. The result of my exercise of judgement in this issue prevented
futther escalation of this already sensitive case.
4. Demonstrated ability to communicate effectively, both verbally and in writing, to a wide
variety of audiences
Possessing excellent communication and interpersonal skills, I successfully communicate
with influence at all levels to clients and staff and stakeholders. As a quality officer in my
current role, I deliver coaching and mentoring of my staff, and also facilitate a range of
group learning and development sessions for them. I organise for numerous staff to be off
the phones for a period to engage in training. It is during these sessions that I go through
any updates and procedures staff need to be aware of and update them on the
management directives which impact their roles. I often explain that the customer is going
to be affected by the changes as well, and open the floor to discuss how we are going to
assist them in our roles. This often takes the emphasis off the change, and onto a different
area, where we can implement positive changes.
As the SME in my team, I am able to elicit information from clients and other third parties
over the telephone. My letters are also readily understood by my customers and I have had
many customers telephone me afterwards, thanking me for the decisions that I have made
and the clarity of the letter that I sent to them. These calls have come from customers for
whom I have both affirmed and set aside decisions. My influencing skills are also used
directly with customers and I ensure clear and concise communication with all customers,
particularly those where English is not their first language.
5.
Ability to develop and build positive relationships with internal and external clients and
stakeholders and to respond positively to change
For a number of years, I have been providing advice to employers and employees on
workplace relations systems and guidelines. I find my present position satisfying as I am
able to assist individuals with their problems but will enjoy and appreciate the challenge of
a new environment. Sometimes clients are distressed and I am proficient in finding
common ground and calming them down, helping them feel that I am someone they can
trust and who is there to help. I am adept at understanding the legislation and explaining it
in simple terms to my clients. Even on occasions when clients don't like my answer, I
manage to explain that the rules need to be followed and I do this in a non-
confrontational, diplomatic manner to which my clients respond positively. With a kindly
approach, I build rapport and instil confidence.
As the QCO, I engage in quality checking and providing feedback to the review officers,
discussing both the positive factors and errors to ensure we are in agreement. For the past
two cycles I have been involved in a one-to-one mentoring exercise with a RSSO and many
positive outcomes were achieved with quality and meeting milestones. I have built and
maintained a good relationship with staff at our National Support Office, and the Liverpool
Randoms Team are closely associated with the Hurstville Randoms Team which allows me
the opportunity to foster a good relationship with them and share our knowledge and
information on how we approach quality checking.
