AUSTRALIAN PUBLIC SERVICE LEVEL CLASS 4 ASSIGNED DUTIES NO.

0004 VETERANS’ SERVICES BRANCH MCRS SECTION DEPARTMENT OF VETERANS’ AFFAIRS

SUPPORTING STATEMENT
In support of my application I submit the following statement in respect of my claims against the selection criteria for the subject positions. 1. Demonst !te" !#$%$t& !n" 'omm$tment to t(e ) o*$s$on o+ ! ($,( st!n"! " o+ '-stome se *$'e.

Throughout my entire career I have occupied positions that were required to provide a service and I know first hand the importance/impact of being client focused. To this end, I have approached my work with the view that a combination of client satisfaction and friendly, efficient service always wins repeat business. Within the public sector we are all obligated to provide a quality service and react in some way to our clients be they internal or e ternal to the !"#. $n joining %&'# I quickly established who were my clients and of what service I was e pected to supply. %y capacity to work e peditiously while giving thorough attention to %&'# clients (being, members and e )members of the !*+, has resulted in an improved and qualitative service. I have always embraced this attitude and while working with -aval .ealth 'ecords, *efence, my services were constantly sought by the area/s clients (being medical personnel, naval and e )naval staff, 0eterans !ffairs and %ilitary &ompensation,. !s the office manager at *r. 1ones/ surgery I was responsible for handling all incoming calls and patient/s arrivals and dismissals. This would involve making sure that their needs were met in an environment where questions were often put to me regarding all aspects of their treatment. !n ability to provide qualitative responses, patient instructions and accurate accounts management was of course paramount to me with regard to the e ecution of my duties. %y people orientation was not limited to e ternal clients and included staff in the office in respect of my personnel management/.' functions of pays, recruitment and training. I believe, nevertheless, that I established and recognised the value of a quality service very early in my working life in both the retail and catering industries. I am confident, therefore, that my broad e perience in being client focused has and will easily be e tended to this %&'# role. .. Demonst !te" !#$%$t& to o)e !te $n ! te!m en*$ onment/ $n'%-"$n, 0e%%1 "e*e%o)e" o ,!n$s!t$on!% s2$%%s/ 0$t( t(e !#$%$t& to est!#%$s( !n" o ,!n$se 0o 2%o!"s !n" m!$nt!$n ! ($,( %e*e% o+ 0o 2 o-t)-t !n" !''- !'&.

Throughout my career I have worked individually and as a team member and consider myself both a reliable self)starter and a team player. %y current function involves being productive as a member of a dedicated team and my referee will attest that I do not hesitate to show initiative in taking on the teams/ work (with a view to realising shared goals,. I have long been an advocate of the benefits of synergistic team based arrangements and, wherever possible, have promoted participatory practices and team

e. employer and the processes to be observed with the submission. 2enerally speaking. in an eminently positive way. investigation and determination of claims for compensation or review.ements (!*$n. I am confident that I have met this challenge and can significantly contribute. The ability to consistently e amine data with complete accuracy essentially constitutes one of the key competencies required for my e isting work at %&'#. In order to judge these claims fairly it is necessary to have an understanding of the rights and obligations of both employees and the (&ommonwealth. While at -avy . It is necessary to incorporate some fle ibility into the work practices to enable the realisation of significant workloads. 'outine or otherwise. increased efforts and variations to standard operating arrangements. I establish first thing what needs to be done on a particular day and set out to achieve my self imposed goals and deadlines.! " to !*!$%!#%e e*$"en'e. %&'# is a high volume work area that requires constant dedication to service clients in a timely manner. I have no doubts that I can value add to both the operation and efficacy of any team that I might belong. 'om)%e4 '%!$ms !n" m!2e so-n" o#5e't$*e 5-". !n inability to undertake these functions in a precise manner compromises the compensation claim for an individual that in turn could prevent him/her from access to compensation or rehabilitation. to the %ilitary &ompensation and 'ehabilitation team. e amining information for detail relating to a compensation claim composes a significant part of my workload and it is necessary that it be carried out in a qualitative fashion.ownership of the decision)making process. instructions and guidelines making objective decisions to either accept or deny (or recommend to accept . 4ssentially. I regularly review priorities and follow up on outstanding matters at my own behest and can quickly locate work and respond to requests for information or updates about my tasks. This included. among other things. I pride myself on my ability to prioritise my workload and deal with une pected demands put on me. archival backlogs whilst maintaining my regular responsibilities.-$"e%$nes $n !ssess$n. 3. *eciding on the determination of a claim. Demonst !te" !#$%$t& to $nte ) et !n" !))%& e%e*!nt %e. *efence I was often allocated additional and more comple responsibilities as a result of my judgement. always requires meticulous scrutiny to the details provided to assure that a correct decision is made. 2iven the above. %y supervisor would agree that my outlook is always positive and that work is completed according to priorities and fle ibility as required with a commitment to all clients. %y current role at %&'# involves the assessment of comple claims. I am confident that I have been able to e amine all available evidence for each claim with regard to the relevant legislation.$s%!t$on/ $nst -'t$ons !n" .ealth 'ecords. the ability to initiate action and to constantly prioritise. the preparation of instructions and user problem solving associated with a new computerised management system3 and the management of some long forgotten (and often onerous. my referee will confirm that this is a responsibility that I do not take lightly. I am keen to get my duties completed in a timely and qualitative manner with a high degree of accuracy and am happy to work in a demanding or high pressure environment. for e ample. the investigation of previously unknown archival procedures. It has involved for e ample e tended hours.

I also dealt with people from all walks of life on a variety of matters throughout my dental career (whether it was the provision of dental advice.or deny. includes all previous powers but can also consider medical treatment of a quasi)medical nature. confidentiality and security requirements. This ability to liaise in varying circumstances has afforded me a certain confidence in dealing with people no matter what the situation. information and issues of concern but to clearly e press my thoughts. %y ability to perform the work of the subject positions is therefore sourced in practical e perience. messages or information in a format that is well understood. this function could not be undertaken without an appreciation of medical matters and the ability to work in accordance with *0! protocol. I feel that my particular skills have helped facilitate the transfer of information in a professional and effective manner. !s can be gathered from my &urriculum 0itae. #ince joining %&'#. *&I no. In performing my duties I regularly liaise with members of the public. It is important to understand and apply the various sections of the #'& !ct to determine the validity of claims. outlines the policy concerning claims for &hronic +atigue #yndrome.89 (for instance. +or e ample. I am very conscious of the consequences of making an improper/inaccurate decision. I believe that I carry out my duties in a friendly. Demonst !te" ($. medical staff and officers of most ranks in respect of military compensation claims. theatre and pharmaceutical handling e perience.ot$!te 0$t( st!++ !n" '%$ents. This can vary from preventing a client from receiving just compensation (if denied on an inappropriate basis. other &ommonwealth !gencies. Invariably. There are many other instructions and guidelines which are valuable tools when making decisions on the validity of a claim such as the *efence &ompensation Instructions (*&I/s. 4. to causing unnecessary and often costly payments to a client if initial liability has not been well thought through and defined properly and/or not doing suitable reviews on clients who receive ongoing benefits indefinitely. +or e ample. #ection 6 establishes what constitutes 7arising out of. !s an e ample. I have actively pursued a consummate knowledge of all necessary legislation/instructions so as to ensure considered and informed objectivity in the e ecution of my duties. or in the course of employment7 and #ection 86 covers the details for payment of medical e penses. settling payment difficulties of patients or bargaining for the provision of dental supplies. P o*en !#$%$t& $n t(e ) e)! !t$on o+ 'o es)on"en'e to ! ($.. it is essential that the evidence prove a claimant/s injury/disease has been properly diagnosed and that their %ilitary employment caused or aggravated the condition for initial liability to be accepted.. #ection 5 describes the definitions of terminology used throughout the !ct. In my current %&'# claims management role. delegation level 5 (relevant to this position. discrete and proficient manner and that I am often a point of consultation given my dental. The *efence *elegation #chedule outlines the powers held by compensation employees and what the limits are for each.( st!n"! " o+ 'omm-n$'!t$on !n" $nte )e son!% s2$%%s/ 0$t( t(e !#$%$t& to e++e't$*e%& %$!$se !n" ne. . the request.( st!n"! ". I believe that it is essential to not only listen carefully to any instructions.

Inasmuch as the !ustralian *efence +orces (including e )members.e o+ o t(e !#$%$t& to 8-$'2%& !'8-$ e 2no0%e". and Writing for a "urpose (8::. *efmis and "%<eys training.ealth archive guidelines and instructions. courses.e o+ t(e e%e*!nt 'om)ens!t$on %e.%y records management role at -aval . as required. 6.. I am confident that my e tensive client based service and training contributes significantly to my level of communication and correspondence skills. clients and doctors. It is most important to maintain a high standard in writing these letters in order to correctly articulate the required information to avoid a misunderstanding once it is received and/or avoid receiving an inaccurate/incomplete reply from a requested source. I am aware. ! large part of my e isting work involves the preparation of correspondence to other &ommonwealth !gencies. &&"# medical research library. In summary. provide feedback/re)enforcement as well as motivating. This includes the inputting/monitoring of correct details of the payee as well as all steps involved to make payments be they medical accounts.. that the #'& !ct establishes &omcare as the predominant administering authority for the !ct and how compensation for relevant employees is to be decided. permanent impairment lump sum payments or incapacity payments to a client. for e ample. There are many *epartmental policies to draw on as a reference for required information when dealing with %&'# claims. standard operating procedures (#ops. %&'# currently manages/administers these compensation claims.$s%!t$on. 04!. This could be in the form of a request for further information to determine a client/s claim/request. appraising and mentoring those individuals. In this capacity. . #ince -ovember 8::: I have been performing a total claims management role in %&'# which has enabled me to develop more than a solid understanding of the relevant compensation legislation.ealth 'ecords. %y understanding was further entrenched by attending %&'#. I have acquired training and e perience with the *efmis and "%<ey finance systems presently used by %&'# for the processing of payments to and on behalf of their clients. make claims for compensation and rehabilitation in accordance with the #'& !ct. ! few e amples include the *efence &ompensation Instructions (*&I/s. colleagues. therefore. o+ t(e ) $n'$)%es !n" !))%$'!t$on o+ 0o 2e s’ 'om)ens!t$on !n" e(!#$%$t!t$on %e.. I believe I carry out these tasks skillfully with regard to the necessary details for effective communication. %y correspondence skills have been further enhanced by my attendance at "olicy *evelopment (8::9. I remained cognisant of my responsibility to clearly articulate to my trainees any job requirements and e pectations. a formal determination to a client or asking for a report from a doctor to name a few.. %y advanced writing skills were also recognised at the *epartment of *efence where I was tasked with the development of -aval .$s%!t$on/ De)! tment!% )o%$'$es !n" t(e F$n!n'e s&stems. used to establish liability under the 04! and 0I4W (the *isability &ompensation =ranch/s database of their claimants. This knowledge has been gained through practical means by way of handling and considering military compensation claims and requests. *efence had involved the training of new staff (and. 7no0%e". Goo" -n"e st!n"$n. *epartmental policies and the +inance systems.

ement !n" 0o 2 ) !'t$'es. this mirrors my personal philosophy of fairness for all irrespective of heritage. !s a supervisor or as a team member.. I like to think that I have (and would continue to. %y understanding of the #'& !ct. To this end..A# point of view. and the formula for their payment. I am able to e tract the necessary information from the #'& !ct for whatever issue needs resolving. *epartmental policies and the +inance systems premised in practical application. In both the public and private sectors. #ection 8: of the !ct deals with the varying circumstances of an employee (who is not in receipt of a pension under a superannuation scheme.A# for #upervisors course to further my knowledge in this area. pursue a more participative style of decision making. $. I am cognisant of how Workplace *iversity legislation/principles are designed to protect designated community groups. gender or disability. will regularly add to a safer. I have also kept an eye out for any form of discrimination or harassment with a view to ensuring a non)threatening working environment.ealth 'ecords. happier and more effective workplace. In my role as a trainer/mentor of new staff at -aval . Importantly. I understand better than most the requirement for a safe and healthy working environment (having spent most of my working life in organisations that value hygiene control and adherence to safety standards/procedures. A 2no0%e".A#. "rivacy Issues and. It is important to me that all members of a team have a real influence over decisions that affect their working lives.A# concerns. !nother e ample of my capacity in this regard is when determining compensation for injuries resulting in incapacity payments. Industrial *emocracy. %ost certainly from an $. $n this basis I endeavour to value add to any decision making associated with %&'# staff meetings. !s a result I suggested and effected some changes at -aval . In terms of industrial democracy. encourage a workforce composition representative of the community and allow all persons to compete equally in the workplace (on the basis of merit. the arrangement . !s far as I am concerned.S/ P $*!'& Iss-es !n" t(e APS Co"e o+ Con"-'t !n" t(e !#$%$t& to !))%& t(em to st!++ m!n!.e o+/ !n" "emonst !te" 'omm$tment to/ t(e ) $n'$)%es !n" ) !'t$'es o+ :o 2)%!'e D$*e s$t&/ In"-st $!% Demo' !'&/ OH.ealth given my $. I appreciate the inherent value of having strategies in place that allow everyone to have a say in how an area is to be run. I have developed a sincere commitment to the principles and practice of Workplace *iversity. !n ability to tap into a collective knowledge. therefore.!s discussed at criterion >. I have always had a role to play at staff meetings in my various positions and currently share the chairing and minute taking of our fortnightly meetings. staff meetings. The trainees in my care particularly benefited from my intervention with regard to the rotation of their duties. remove discrimination. I was active in raising their awareness of basic conditions of service including Workplace *iversity. *efence. the !"# &ode of &onduct.A# legislation as it relates to both my colleagues and myself. I am aware of my obligations to observe the statutory requirements of $. whether it be through focus groups. Within the office environment too. unions or consultative councils. #ection ?@ would then apply. ensures therefore that I more than adequately meet the requirements of this criterion. since joining the public service in 8::B. If they are receiving a superannuation pension. 9. I completed an $.

I am confident that I am always aware of and observe the principles outlined in the !"# &ode of &onduct. contains provisions associated with the collection. use and disclosure of personal information and that these provisions are defined in the Information "rivacy "rinciples (to be found in #ection 85 of the !ct.. #pecifically. . storage. but are not limited to. complying with all applicable !ustralian laws and avoiding any conflict of interest with !"# employment. I am constantly aware of the requirement to maintain the confidentiality of those records in accordance with administrative law requirements.of their office furniture/accessories and the body movements required to perform their duties in a safe way. These include.. In performing my %&'# claims management responsibilities. behaving honestly and with integrity. I know that the "rivacy !ct 8:. Throughout my entire career I have occupied positions that involved the handling of sensitive client information. The !"# &ode of &onduct outlines the requirements of an employee/s behaviour with regard to proper ethics and values.

would allow me to perform the duties of the subject position in a highly satisfactory and professional manner. I am always keen to learn and better myself. ability and potential in relation to each criterion and this will be further substantiated by my referee. +urther. I am proud to state that I consider myself a self)starter who is motivated to succeed. I look forward to further discussing my claims for the position. .SUMMAR< OF CLAIMS %y claims for position @@@5 have been discussed above. therefore. 2iven the opportunity. I seek a challenging and dynamic work environment. +or these reasons. I have qualified my skills. I enjoy hard work and a challenge and believe that my past e perience (together with my work ethic.