This client applied for the role of Assistant Consultant in State (Qld) Government and gained a job interview. A two-page statement required addressing the following 7 selection criteria: Customer Focus, Educating Others, Continuous Learning, Continuous Improvement, Problem Solving, Work Values, and Technical Knowledge. Following are full excerpts from three of the criteria.

Customer Focus:
In my most recent role as Assessment Officer at the HHH Commission, I dealt with aggrieved complainants – members of the public – in relation to serious systemic complaints directed at health care providers. I dealt with a challenging/difficult case where a customer was obtaining no satisfaction from legal representation and from the Ombudsman’s management team, and had exhausted all other avenues. She could not understand why she was in the wrong and had exhausted every avenue. I immediately identified that her understanding of procedure was not correct; I decided the best strategy was to clarify and explain the procedure in a manner in which the other agencies did not do in order to provide her with a better and more solid understanding that she had no grounds with her complaint. I also adopted my strategy and approach by acknowledging and appealing to her from an emotional level and not a cognitive level to show that I was working with and for her, and not against her. I explained and ran through the entire procedure from the very beginning, and I broke down each section into steps so she could begin to see with clarity how the final decision was made. As a result, the time I spent with her in explaining the procedure provided her with closure and she came to the final realisation and complete acceptance of the case’s final decision that was not in her favour.

Continuous Learning:
When I first commenced the WHSO role at XYZ, I did not have previous exposure or experience in community care; the majority of tasks were extensively community care related. As I had no clear understanding of the tasks domestic care staff performed in providing offsite care to the elderly in the community, I discussed how I could gain and improve my knowledge base in this regard. I recommended that I spend time in the field with staff to observe them perform their duties. This was a key strategy in gaining the knowledge and skills needed in order to then investigate safety incidents in a more efficient manner as I was able to apply solid understanding and knowledge throughout the investigative processes. As a result, investigations were conducted more effectively which not only benefited the company, but also staff as it helped me to devise more suitable return to work (RTW) programs. Furthermore, to facilitate continuous learning and professional development, I also suggested to management that I attend safety conferences to stay abreast of current safety issues, trends, techniques and legislation; I then shared this knowledge with staff.

Technical Knowledge:
During my tenure at the HHH, I drew on and applied in-depth knowledge and understanding in interpreting numerous policies and legislative requirements to customers. Legislation included the Health Ombudsman Act 2013, Health Practitioners (Disciplinary Proceedings) Act 1999, and Health Practitioner Regulation National Law Act 2009. A key requirement of the role involved interpreting policies that were relevant to any and all types of health care providers in Queensland which were governed by the Australian Health Practitioner Regulation Agency (AHPRA). In order to effectively investigate grievances from complainants in relation to health care providers, I located, applied and interpreted relevant policies in line with that particular provider and associated hospitals or medical institutions. The first step of the process involved determining which policies to follow, to examine them thoroughly in the context of the aggrieved complaint and service provided by the health care provider, and to make a final judgement call as to whether the provider was following procedure. Therefore, a thorough understanding of policy for each complaint was imperative to gain knowledge of the specific requirements of the health care provider in terms of service provision in order to make the right judgement call based on evidence.

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Annie Cerone