Job Title: Direct Services Team Leader
Supports Strategic Direction.
Throughout my career I have developed my ability to think strategically, apply the principles of
strategic management in line with departmental vision, mission and objectives. This has
allowed me to evaluate situations as they relate to the role or duties at hand. My current role
demands management and judicious use of organisational resources in line with the
organisations objectives which requires significant planning and organisation. To achieve this I
facilitate completion of varying staffing schedules to meet community requirements and ensure
the delivery of a well organised departmental roster. I have during the course of my career
often come across competing priorities and have succeeded in managing staffing gaps, which
have required well-informed decisions in respect to the available resources.
As Acting Direct Services Team Leader, I ensure the accurate and timely completion of work
and often under considerable pressure. This requires the mapping out of daily tasks to ensure
best use of organisational resources e.g. vehicle, phone, and staff time, covering staff gaps
within the service points, between appointments or outings, to enable a smooth transitioning to
a budget centric NDIS Queensland Government plan. I am focused on paving the way for the
Accommodation Support and Respite Services to be at the forefront of the NDIS when the
transition commences in Queensland on the 1st July 2016. This transition and corroboration
with the NDIA will ensure that the AS&RS are competitive with the private sector, while
continuing to offer a high level support service to people with disabilities that are within our
care.
I demonstrate the ability to support the departmental strategic direction, regularly consult with
my peers and superiors to identify process and procedural improvements, not reinvent actions,
and to manage resources in line with the National Disability Insurance Scheme providing the
best possible service delivery.
Achieves Results
My strong record of success in previous roles shows my strong capacity to deliver quality
outcomes in line with business unit objectives. Fundamental to these roles was the essential
ability to deliver the needed results while using resources wisely, flexibly and; I regard my role
in the delivery of high level services in and team capabilities to be of paramount importance.
I believe my extensive experience of over 7 years as a Residential Care Officer allows me to
contribute to the improvement of procedure, process and delivery of service user and
administrative requirements.
For example recently, a service point needed to be able to facilitate vacancy management;
however this was not possible due to a lack of appropriate furniture. Having located spare and
unused furniture in another service point, I liaised with the relevant stakeholders at the time
and was able to negotiate for the furniture to be relocated to the house that was able to make
use of the furniture. Having located and arranged for suitable transport, I ensured it was
collected and delivered to the new house in a timely manner. These actions created the
opportunity for vacancy management to move ahead of time, which enabled the department to
stay on track with their vacancy management plan in preparing for the NDIS, and ensures we
are making best use of resources in the lead up to the NDIS transition in July 2016.
I have always provided the highest level of compliance with procedure, and I regularly
communicate with my supervisors, to receive feedback and guidance on the projects that I
undertake. I believe this standard will be achieved if I am successful in gaining the position.
Statement of Chloe Burrell – Direct Services Team Leader
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Supports Productive Working Relationships
I am a team player, innovative networker, and build effective working relationships, I develop
partnerships within my team and with other stakeholders and organisations. I take full
ownership of my actions, the development and maintenance of relationships, and the
sustainment of internal networks. I take a long term view of relationship development and I
believe my success in the area of cultivating productive working relationships is based in my
demonstrated integrity, my ability to encourage commitment to team goals and engage
stakeholders on key issues. Where I am required to make important decisions outside my
area of responsibility, I defer to my up-line manager and follow instruction and policy
guidelines.
While inducting new staff in to high support environments such as, high physical support,
and positive behaviour support, in my role as a DSTL and experienced RCO, I coach and
mentor new staff to help them learn the skills and learn to understand them and how they
can fit in within the team. This helps resolve any early conflicts and enables them to work
with confidence. This has allowed new staff to integrate into the team well and work
productively with the newly learnt skill set.
I anticipate potential conflict, facilitate cooperation, and mediate between parties while valuing
the diversity that different opinions can bring. My ability to cultivate productive working
relationships and manage these relationships has significantly contributed to my career
success.
Displays Personal Drive and Integrity
I demonstrate a sound understanding of the NDIS, Equal Employment Opportunity and Antidiscriminatory practice. My current and previous roles demand high standards of teamwork, a
principled approach to my work and the adherence to sound principles of respect, courtesy
and the code of conduct for the Queensland Public Service (QPS). I am personally responsible
for the accurate and timely completion of work and often under high pressure and; in difficult
circumstances. I continuously strive to complete work efficiently and within reasonable time
frames and; I fully understand and have a sound knowledge of the requirements of antidiscriminatory policies, procedures together with the ethical responsibilities of Government
Service. Several examples are below for consideration.
Assisting a Service User with community access and per our positive behaviour support
plan, I was providing the opportunity for community access to a public park. Upon arriving at
the destination and having assessed the area I saw what I believed to be a couple in the
park that were packing their things away to leave. As per procedure I made the decision to
access the park with the Service User. In the process of parking the vehicle and unloading
the client he broke free from my assistance and headed hastily to the couple that were still
sitting in the park. I made a poor judgement on the timing of them packing their things up
and moving off, which triggered the behaviour from the client.
I immediately consulted with the couple and asked them to assist with defusing the situation
by temporarily relocating to another area of the park while the client was satisfied that the
behaviour had passed. Concerned that this was always a possibility, I spoke with my up-line
manager after the incident and worked with the team to develop a procedure in order to
avoid this type of situation in the future. This has resulted in the development and
implementation of new policy and procedure which is actively assisting staff in avoiding this
in the future.
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I have from time to time been required to inform staff members that their actions were a
breach of the departmental code of conduct. To do this I always contact the staff in a private
meeting and discuss with them that a breach has occurred, visit the correct policies and
procedures with them to seek agreement. I also assist and advise the staff member(s) on how
to monitor themselves and the correct way they respond to situations, while encouraging them
to maintain up to date knowledge of code and conduct.
I acknowledge that I am responsible for the actions I take, understand the need to maintain
strict confidentiality in all professional and personal matters and; I fully understand the strict
and confidential nature of Service User and Staff information. I believe my personal drive and
integrity and abilities are consistent with departmental goals and standards, and I am certain
that I will, if given the opportunity, bring sound experience and a willingness to fulfil
requirements to the role. Additionally, I have demonstrated my commitment to personal
development through a range of professional development programs and; I am constantly
looking for new opportunities to enhance my own skills.
Communicates with Influence
I have excellent written and verbal communication skills developed throughout my career,
and I am required to report both orally and in writing on a daily, weekly and monthly basis.
These communications relate directly to the status of workload and; include reports, issues
and; on the handling and management of issues.
I use a number of strategies to ensure that I am understood, such as limiting the use of
acronyms, avoiding hearsay and structuring my communications well. I always use active
listening techniques to repeat information back to make sure I have correctly heard what my
colleagues or Service Users want or need. This includes the use of Makaton and
communication devices for people that are unable to verbally communicate.
Proficient in the use of Makaton, I openly communicate using it and tailor my conversations
to enable a two way well understood communication channel. With regard to oral
communication and interpersonal skills, within the Human Resources field I have often been
called upon to communicate with employees in both an authoritative and an empathic nature
whist maintaining professional composure.
I am regularly required to engage with and negotiate with the Public Trust in confidential
matters. This demands the relaying of confidential information, documentation of the process
and resolution of any issues that might have occurred. My previous and current roles
involved the provision of information to management and clients and in order to communicate
effectively, I maintain a sound understanding of the issues being discussed and I am able to
state facts that can be backed up with evidence.
