FREE Selection Criteria Answers and Responses – Claims Services Officer
This particular client applied for a role with an APS Government Department as a Claims Services Officer. She gained an interview, was offered the role and gladly accepted. Five criteria required addressing utilising the Integrated Leadership Framework (ILF). Following are excerpts from three of the five criteria.
Supports strategic thinking…
Throughout my career, especially within the banking industry I developed the ability to think strategically, evaluate situations from a strategic perspective and follow through by formulating and implementing effective short and long term strategic decisions. My ability to shape strategic thinking is demonstrated by my practical experience in analysing the position of the business/organisation and how it can gain a competitive edge within an ever changing environment.
An example of my ability to think strategically during changing circumstances is demonstrated when I developed an Engagement Plan for the XYZ Bank branch staff. As the Engagement Representative, I prepared and implemented Employment Opinion Surveys within the branch outlining a future focus with regards to the retention of staff, their wellbeing, and how engaged and satisfied they were at work. Staffing levels were low and many of them were not satisfied with the results of the surveys; they wanted their view to be heard from management and to be valued at work for their efforts and achievements. I undertook discussions with all of the branch staff to discuss these concerns; and they had confidence in my ability to put their case forward. Discussions with staff also focused on their goals, expectations, succession planning, and training requirements. As a result, the retention level of staff increased in the branch in a short period of time, and staff satisfaction and engagement levels also showed vast improvements.
Cultivates productive working relationships…
Currently employed with CCC in the capacity of Team Member within the EM division, I was recently given the responsibility of project managing, administering and facilitating changes to the CCC Contact System. The system was primarily established to improve CCC’s response to emergencies by having a skilled and prepared Emergency Reserve ready to respond immediately to emergencies of varying size and impact. As the Project Manager, my primary role was to improve capabilities within the system that would enable our division to accurately and promptly report on staff in specific areas throughout Australia and to use their skills and strengths to search for the most appropriate staff for deployment to a disaster area when required.
Whilst designing and developing the system to incorporate these capabilities, I established relationships with various key internal stakeholders in order to work collaboratively in designing and implementing a new system for CCC employees so that they may volunteer and assist the public in the event of a disaster or emergency. Internal stakeholders included the IT department, the design and implementation team, and the human resources department. I also implemented a new marketing strategy to span across the entire Human Services Portfolio encompassing Medicare and the Department of Human Services in order to recruit all staff and new graduate entrants.
Building relationships with stakeholders was a key factor in the success of this project in order to deliver the best possible service in quick response time to the public in the event of an emergency or disaster. When I took over project management responsibilities, I initiated communications with all the key stakeholders and facilitated regular meetings with them in order to discuss each of our roles and the status of progress of the project. For those stakeholders who were out-posted, I conducted regular discussions via phone and prepared and disseminated written correspondence to all stakeholders so that everyone was kept well informed and up-to-date with the progress of the design of the system, errors requiring correction, and to assist each other. I formed an excellent relationship with one group; I facilitated regular meetings, a strong rapport was established and I garnered praise on my ability to work collaboratively and my approachable and supportive manner.
Overall, I received positive feedback from all stakeholders upon completion of the project in terms of my positive and proactive approach; my clear understanding of staffing requirements; and the professional manner in which I conducted myself throughout the entire process of the project life cycle. The project was completed on time, within budget and in accordance with quality standards.
Exemplifies personal drive and integrity…
I have demonstrated resilience and professionalism under difficult circumstances. For example, in February 2009, when I worked in a very busy branch within the XYZ Bank in Brisbane, the branch was in considerable upheaval and chaos: one staff member had just resigned; another had just moved to a different branch; the Branch Manager was on leave for a six week period; and no relief staff were employed to assist in the inordinate amount of task work required to be undertaken in order to meet daily and weekly objectives and targets. I took the initiative in single-handedly managing the daily operations of the branch for an eight week period. The senior management team entrusted my services and I had their confidence that I would successfully undertake such a huge task. In my favour, I had already established trust with the majority of the branch’s customers and was well known and well respected in the local business community as I had worked in the area for many years. Utilising well developed time management skills was essential in driving operations and achieving results for the branch during this period.
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