Organisation: Department of Defense
Job Title: Defense Social Worker
Word Limit: Selection Criteria is limited to 400 words per response to criterion
Location: Mitchelton
- Supports Strategic Direction
- Supports shared purpose and direction
- Thinks strategically
- Harnesses information and opportunities
Throughout my career, I have consistently supported workplace visions, missions and business objectives, and I recognise how my work actively contributes to achievement in these areas. I have been successful with identifying issues that may have impacted on a team’s work objectives and have utilised my strategic thinking and sound judgement to actively resolve these issues. This was clearly demonstrated in my practicum experience as a Social Work Student with Queensland Health, where I identified that the department’s feedback system was not supporting its strategic direction. Utilising strategic thinking, I worked diligently to improve on the existing practice in order to improve efficiency.
Survey forms were being sent out to clients after they had used Queensland Health’s services as a means to obtain feedback on their services, in order to provide evidence as to why the department should continue to operate and how they could improve their services. However, I found that very few forms were being sent back by clients. Demonstrating my innovative approach, I conducted research over a twelve week period to harness information in regards to what makes a successful survey, and important factors such as how to ask suitable survey questions, why the questions were necessary, who the questions should be aimed at, when they should be asked and what should be asked. This ensured that all questions to be included in the survey would make a significant impact on the results received. Thinking strategically, I analysed the varying approaches to distribute the surveys, for example; via mail or electronically and decided that mail would be the best option as a lot of the clients using Queensland Health’s services may not have access to the internet. I identified that by sending the surveys out at each client’s six week case review, they would be more likely to post them back or bring them in with them to their appointment.
In order to keep other staff members well informed of the process and the progress of my improvements, I held a meeting with my direct supervisor and multidisciplinary team to present my findings. I worked with the team to create an appropriate template and the new survey forms were implemented. As a result, we found that 80% of the survey forms were returned and the department now has an effective tool to plan for change and gain valuable feedback about the services that are they are providing.
- Achieves Results
- Applies and builds professional expertise
- Responds positively to change
- Takes responsibility for managing work projects to achieve results
A self-motivated and results-orientated professional, I take responsibility for meeting targets, leading by example and identifying opportunities for improvement. I constantly review project performance and contribute my own expertise to achieve positive outcomes. When faced with change and uncertainty, I respond in a positive and flexible manner, and encourage cooperation with others. I am committed to seeing projects through to completion and in order to do this I prioritise my tasks accordingly.
A key project that I worked on that demonstrated my highly developed skills, as well as my professional expertise, involved the review and redesign of the KidSMART Program with Defence Community Organisation while I was undertaking my practicum placement. KidSMART are a set of four week programs for primary aged children, to help them manage issues arising from posting, relocation and deployment. The workshops also cover other things like helping children to cope when feeling stressed or anxious, particularly during times of parental absence and deployment. While organising sign-ups and delivering the program, I received feedback as well as made observations that the program was not inclusive of children of varied ages. The program was split into two age groups, and I found that there was a gap between seven and eight year olds where the program did not meet their needs. As a result of my professional knowledge in what is required to successfully facilitate programs such as this; I felt that by splitting children into two age groups was not achieving results that were in the best interest of both the department and the children participating.
Using my negotiation skills, I approached my team leader to request permission to rewrite the program to be inclusive of all primary aged children. I established a clear plan and timeframe for the project rewrite, and implementation which was to be the same week as it was to be delivered. Even though this was a tight timeframe, I responded in a positive and flexible manner by ensuring that I prioritised tasks, and made effective use of my colleague’s capabilities by negotiating responsibility to assist me with the rewrite. As a result, I saw this project through to completion and the content was altered to suit all ages of primary aged children through the utilisation of games and hands-on activities. I received positive feedback from parents and my supervisor, commending me on creating a fun and interactive program.
- Supports Productive Working Relationships
- Nurtures internal and external relationships
- Listens to, understands and recognises the needs of others
- Shares learning and supports others
Supporting productive working relationships, I have demonstrated myself to be an active team member with a proven track history of building and sustaining positive relationships in order to enhance productivity and achieve shared outcomes. I am responsive to changes in both client and stakeholder needs and expectations, and actively listen in order to recognise the needs of others. While undertaking my practicum placement with Defence Community Organisation, I built excellent relationships through making time for my colleagues and offering full support when required.
I have been commended on my contributions within Defence Community Organisation, particularly when I assisted a colleague with individual casework as well as a group work program with children at a local primary school. During this time, I undertook interviews with soldiers and their families from diverse cultural backgrounds. I wrote assessment reports for Command on their family circumstances and by actively listening to clients, I was able to suggest a number of options to address the needs of their families. In one case where I managed a soldier and his family, I demonstrated empathy and understanding of his family and situation. Treating the soldier with respect and courtesy, I provided him with an honest appraisal on what assistance I could provide and what steps he could take to address his circumstances. As a result, I received very positive feedback in regards to my report from the Commanding Officer as well as praise from the colleague that I was working with.
In my previous role of Store Manager with Subway, I built excellent relationships with other managers and team members and would often participate in after-hours events in order to sustain relationships. As a Manager, I ensured that I listened to all staff members and recognised their contributions. By recognising the positive benefits that could be gained from the diversity of my staff as well as recognising their different working styles, I was able to successfully meet KPI’s and achieve positive outcomes. I have a natural ability and drive to support people in the achievement of goals, and as a result have established a lengthy history of achieving outcomes. By identifying learning opportunities for others and delegating tasks effectively, as well as providing timely praise, recognition and constructive feedback, I have the proven ability to facilitate and support productive working relationships.
- Displays Personal Drive and Integrity
- Engages with risk and shows personal courage
- Commits to action
- Promotes and adopts a positive and balanced approach to work
Having completed a Master of Social Work at University, I have gained a thorough understanding of the Australian Association of Social Workers Code of Ethics and understand that I have a moral obligation to report any unethical behaviour or conduct in this industry. It was due to this knowledge and moral obligation, that I demonstrated my personal drive and integrity to confront a University Lecturer who was not acting professionally nor within the boundaries of university processes. I identified upon consultation with another Lecturer that he was not marking assessments correctly or fairly, and he was interacting with students in a very unprofessional manner. In one instance when I mentioned that his swearing towards students was not compliant with the code of ethics he obtained my personal phone number from the emergency contact list and proceeded to call me numerous times which was quite harassing. When I submitted my next assessment piece, he automatically failed me and stated that in order to obtain a pass I would have to visit him in person. Extremely concerned with his behaviour, I demonstrated my personal courage by seeking advice on this matter and submitting a formal complaint. When the matter was not addressed, I committed to action and advised that I would take the matter further by reporting it to the Department of Education and Workplace Relations. I was soon advised that the matter was being addressed and not long after I heard news that this Lecturer had resigned. In dealing with this matter I am confident that I acted in an ethical and accountable manner and effectively represented the values and code of ethics that guides the practice of social workers.
Demonstrating a high level of personal drive and integrity, I successfully balance work with the ability to multitask and remain focused. This is evident in my current position as Contact Centre Officer at the Fair Work Info Line for the Fair Work Ombudsman, where I consistently meet and exceed set KPIs. I strive for excellence in all tasks that I participate in and take great pride in the quality of work that I produce. The current KPIs for this role are to achieve 3.4 calls per hour with 90% adherence. I currently maintain an average of 4.5 calls per hour while exceeding 90% adherence. I have been able to achieve this through commitment, persistence and intuitively streamlining my processes.
- Communicates with Influence
- Communicates clearly
- Listens to, understands and adapts to audience
- Negotiates confidently
A confident and experienced communicator, I possess high level communication skills which have been demonstrated throughout my employment history, where I have communicated with external and internal stakeholders both verbally and in writing, including clients, Government and community organisations. When presenting information I confidently relay messages in a clear, concise and articulate matter. My communication skills were clearly utilised when facilitating the Mental Health Week presentations for the Defence Community Organisation, while undertaking my practicum experience as a Social Work Student. In this role I was responsible for presenting PowerPoint slides to over 100 Military Personnel in regards to information on staying connected with family while they are away on deployment. Knowing the audience was imperative to my success as often they would not display any emotion or seem like they were paying attention. It was important not to take offence to this and to keep on track with my presentation in a professional manner by focusing on key points and using appropriate, unambiguous language. My success with these presentations was evident when I was personally thanked by numerous officers for my input into the Mental Health Week presentations.
While representing myself as a Social Worker, I seek to understand my audience and tailor my communication style and messages accordingly. An example of this was when I was working with an eleven year old girl in my practicum placement with Defence Community Organisation. I was aware that she would not respond to my usual methods of communication, so I facilitated our session through the use of drawing and play therapy. This was very successful and I was commended on my efforts by her Mother who stated that she had never opened up to a Social Worker or Counsellor before.
I have the ability to influence without the use of direct authority, and approach negotiations with a clear understanding of key issues and desired outcomes. This was evident during my practicum placement with Queensland Health when I assisted a mother and her three year old son who had bilateral hearing loss. The mother wanted to put her son into day care but was unable to because he could not communicate. Acting as an advocate between the mother and the Child Hearing Loss Clinic, I was able to waive the wait list and have the child seen instantly. As a result he was put on the list to receive a cochlea implant immediately.
