This particular client applied for the role of Administrative Support Officer in state (NSW) government and gained a job interview. The selection criteria component required the addressing of five criteria at a maximum of 3/4pg per criterion. Following are excerpts from three of the criteria.

Demonstrated computer keyboard, data entry and word processing skills.

As a highly experienced Data Entry Clerk and Administrator, over the years I have developed extensive computer keyboard, data entry and word processing skills. I have undertaken computer and typing tests through Quay Appointments and achieved a typing speed of 75wpm with 97% accuracy; and an alpha-numeric speed of 14,000ksph with 90% accuracy. The main application I use for word processing purposes is Microsoft Word; I am at an advanced competency level in using Word.

In my current role as a Customer Service Officer at the PPP City Council, I am part of a team responsible for entering service requests on behalf of customers in an in-house database (Pathway). Mandatory information entered includes customers’ names, incident addresses, telephone numbers, request types and actions to be taken. I draw on my high levels of accuracy and attention to detail in lodging and processing up to 60 service requests per day – this is a high rating number. Each request can range in nature from very straightforward to complex; they can take anywhere from a few minutes up to half an hour dependent on the request. Requests are then escalated to the appropriate team. My computer skills have been duly recognised; I receive positive feedback from my team leader on a regular basis in recognition of my high level skills in the accurate processing of information.

Ability to prepare routine/minor correspondence.

Throughout my career in the administrative field, I have prepared routine correspondence across a range of roles. Correspondence has included composing and forwarding memorandums and emails to colleagues; creating letters and facsimiles for dissemination to customers; preparing information kits for customers; preparing meeting minutes and associated agendas; and reviewing and updating study guides.

In my current role, the types of routine correspondence I prepare on a daily basis include preparing and sending emails to the DDD Specialist team. Emails contain the customers’ reference numbers in the subject line and their requests and contact details in the body of the message, which are written concisely. I also prepare routine correspondence on a daily basis via completing registration forms and envelopes (using the Total Records Information Management-TRIM System) ensuring addresses have been barcoded. I also prepare and disseminate internal memos via email containing information in relation to telephone enquiries to staff. Correspondence prepared for external customers include registration forms, brochures and application forms.

Ability to operate the corporate records management system.

In my previous role within the NSW PFF’s CCC Section, I used the corporate records management system (TRIM) on a daily basis for a two year period; I also use TRIM in my current role with at PPP City Council. As a result, I have gained an advanced working knowledge of TRIM’s features. Furthermore, I completed a TRIM training course in May 2007 which further added to my knowledge of the system and its associated features.

During my tenure within the CCC Section, I registered over 1,000 documents (in TRIM) received from state-wide government agencies. I entered and recorded details such as full names, date of birth, the names of the agencies conducting the checks; and allocated each document with a document reference number which was strategically placed on the top right hand corner of the document. Attention to detail and accuracy in data entry was paramount to ensure correct information was obtained when searches were conducted. I conducted basic searches to locate documents in the system. In so doing, I used the advanced search functions such as ‘filtering by record type’ or searching by ‘date registered’ when customers telephoned to obtain an update on a National Criminal History Record Check. I also updated documentation by adding notes with my user stamp and updated the location of the document in the system. Management formally recognised my ability to use TRIM at an advanced level: they selected me to deliver training to members of my team on the newly implemented process of registering and completing state-based checks using the TRIM system. Overall, this resulted in team members being effectively training in the new process; moreover, the training component and now forms part of the standard operating procedures (SOPs).

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Annie Cerone