This particular client had been working at Centrelink for the past four years when she commissioned my services to apply for the above-named internal role. Five criteria required addressing (up to ¾ to 1 page in length maximum) utilising the APS ILF. She gained an interview and was offered and accepted the role. Following are excerpts from two of the criteria.

Understanding of Centrelink’s strategic environment.

In my current role at Centrelink, I construct and modify schedules that best allow Centrelink Call to meet its KPIs and Service Levels. This involves the application of research, interpretation and problem solving skills. In November 2008, I developed a database that would allow multi access for site reports used during the schedule build phase. This involved conducting research with other schedulers on the best available processes. I then created an appropriate tool, published a comprehensive instruction sheet and forwarded it to other sites for utilisation. This resulted in a significant reduction in time which further led to reduced costs for the organisation.

Centrelink’s XXX division redesigned the Schedule Build process in order to develop quality schedules that would improve Service Levels and Customer Demand. Prior to initiating this new process, I was extensively involved in the strategic planning and implementation of procedures. In so doing, I actively participated in decision making processes during the schedule build, assisted in identifying any issues, and selected the best possible options to resolve issues. Throughout the redesign process, I engaged with team members, other outposted teams, site schedulers, Call Canberra, and Business teams to ensure our processes were current for adaptation in order to further improve productivity. As a senior scheduler in the team, I made informed decisions relating to scheduling and in the absence of my Team Leader, I also advised on practices that would best suit business needs.

Communicates with influence.

Regarding my written communication skills, I provide subject matter and policy advice on scheduling and other activities undertaken by the outposted site. This involves drafting responses to complex correspondence; and investigating, developing and presenting written documentation outlining recommendations on how to improve scheduling processes and practices. In my current role, I am also the key contact person responsible for developing, maintaining and folioing the team’s filing system. Using my competent written communication skills, I developed a register that streamlined the process of tracking file content and location using an online database.

An important aspect of my current role is to actively listen to the requirements, feedback and ideas of others and to respond accordingly. This involves providing and receiving advice; discussing a possible solution to a problem in a collaborative manner with team members; and acting on an instruction provided. For example, when a site scheduler recently called and advised that their site was re-structuring their Leadership Team, he requested advice on how he could implement the changes in an efficient and prompt manner. I advised him to promptly email me with the request. I was then able to make the necessary changes within Totalview before the schedule generation was due to occur later that day. As a result, I saved both myself and the site scheduler considerable time in the re-work involved in building the new schedules.

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Annie Cerone