Organisation: Australian Government
Job Title: Claims Manager
Word Limit: Two pages maximum
Location: Melbourne, Victoria
Currently, I am employed at the Department of Immigration and Border Protection (DIBP) as a Case Officer in the Offshore Humanitarian Processing Centre. Utilising my judgement and analysis skills I deduced that there were no procedures in place to track accountability and performance during the processing of Residence Status Certificates (CERS). This lack of available tracking data resulted in a substantial number of client complaints. The recommended delivery time is seven days for the CERS once the client had completed the application. If clients did not receive their CERS after the seven days they would call the department to enquire. Customer service officers were unable to answer the clients’ queries as there was no information available to refer to on the system. After liaising with my manager on the need for a system to be structured and implemented to track the progress of the CERS, I developed a new procedure which involved arranging a detailed instructional and procedural resource. With this new procedure in place, a client could enquire about their CERS and it would be easy to ascertain which part of the process the Certificate was up to, who was dealing with it, and how much more time would be required before completion. The new system alleviated pressure in the office, and my manager commended me on the handling and satisfactory conclusion of the project. I was able to develop improved systems which streamlined procedures and made the workload for my team more manageable. This is an example of my excellent abilities of analytical skills, lateral thinking, and knowledge of the departments’ legislation, policy and procedures as well as my administrative proficiency. In time, I was transferred to another area, but the new procedures I developed remained in place.
Changes in the Australian government can lead to changes in policies, procedures and guidelines and these changes can affect my work environment at the DIBP. This occurred in 2010 when the new Labour Government abolished the Temporary Protection Visa (TPV) system, which had allowed immigrants to stay in Australia for two years until the political situations in their home country settled down. This decision caused an influx of illegal boat arrivals. Volunteers were requested and assigned to boat task forces on a six week or three month roster. I volunteered, appreciating that the priorities for my position had shifted, and the well-being of immigrants in crisis was involved. This decision necessitated me leaving my home and my administrative position in Melbourne to fly out for temporary relocation on Christmas Island, North Queensland Detention Centre and Curtin Detention Centre alternately. When I returned home and was stationed in the Melbourne office we were required to cope with the same workload even with the reduced number of staff. This meant working harder and longer, and cooperating more closely as a team to accomplish our tasks. It was a challenge which I found professionally satisfying.
At the commencement of my role as a Supervisor APS5 level for Onshore Protection Victoria, I noted that there was not a cohesive and productive team in the administration office. Generally, this involved an uncooperative group of ten staff who had worked together for a long time and lacked enthusiasm and found little job satisfaction. A huge backload of filing had accumulated, security checks were not kept up-to-date, and there were no appropriate reporting systems in place to apportion accountability. There was no roster system and tasks were carried out in a very haphazard manner. Together with my manager, we formulated strategies to motivate and re-engage the team. I organised a weekly team meeting where I communicated effectively and advised staff of the workload goals for the week which encouraged team spirit and camaraderie in addition to inspiring staff to be proactive, enthusiastic and use their initiative. The result of my creativity meant that all tasks were accomplished satisfactorily on a daily basis and completed in time. Due to these new levels of productivity and accomplishment, I received praise from the Executive Officer Level Two which was exceptionally gratifying to me.
Whilst employed as the Supervisor Client Services in the busy Melbourne office, I was supervising staff and assisting with the customer services counter. On one occasion, my manager called me into a meeting and told me she had noticed me looking stressed, jumping from one task to another and working very quickly. She suggested I was attempting to carry out too many tasks at one time and I would be more organised and in control if I approached my duties slowly and in a calm manner by completing one activity at a time. To accomplish this, I continually prioritised tasks to ensure critical tasks, or those close to deadline, were completed first and were on time. At times, I would need to delegate or liaise with my manager to obtain support. The constructive feedback I received from my manager made me substantially more positive in tackling my work responsibilities and ensured the best outcome for the department. Remaining composed and unflustered in a busy and challenging work environment are abilities I am completely proficient in and would bring to this position.
Providing excellent customer service is of paramount importance to me and my aptitude to communicate in a friendly and interested manner, together with my desire to assist customers in line with departmental policies, would stand me in good stead to apply these skills to this position. Liaising with various customers from a diverse range of backgrounds is extremely stimulating for me. I have developed my strong customer service skills, as well as my interpersonal and communication skills, over many years working in a customer service role. These skills would benefit Comcare in achieving organisational objectives. Interacting with customers, both telephonically and in person, is an aspect of my role that I love. Solving customer problems to meet all stakeholder expectations is an attribute I possess and continually strive for in my work positions. Representing the public sector in a positive manner and providing customers with a discerning level of service through my knowledge are some of the reasons I am interested in this role.
Working at the Detention Centres, we worked closely with Customs, the Federal Police, and other Border Protection Agencies, to process and interview the new immigrant arrivals. My role was varied and included receiving these new arrivals, carrying out preliminary interviews, establishing their circumstances, answering their questions, and outlining the procedure for them. The frequency of the changing tasks required me to be cooperative and flexible. Dealing with these people, who very often were arriving from war torn countries or other difficult circumstances, required empathy and compassion, as well as resilience and patience, particularly when they spoke little or no English. At all times, I would be courteous and respectful. On occasion we worked very long hours, appreciating that the needs of the client came first. This change in my role and change in location was successfully achieved by the use of my ability to work autonomously and manage my work priorities in order to contribute to team objectives. My personal and professional skills enabled me to rise to the challenge of working with people in need and to accomplish all tasks set before me with enthusiasm and diligence. With my versatile skill set, integrity and willingness to go the extra mile to satisfy customers’ needs, I am committed to Australian government values. Taking pride in my dependability and responsibility, I like to undertake challenges and always deliver my best to achieve high results.
