Reference

Selection Criteria

* Able to develop an awareness of Government  focus / direction to improve service delivery to people living in rural and remote areas or who are socially isolated;

In my role as a Self Service Officer at Fremantle CSC. I have dealt with customers who have become homeless or are a risk of being homeless. I try my best to inform my customers of what their options are when dealing with Centrelink. One of customers informed me they didn’t know how to use a P.C to do their online fortnightly reporting. I informed that its easy to use our services. After registering my customer for self service we went thru the questions printed the receipt. My customer became confident in using self service and said they would be happy to use this next fortnight with my help. They were also pleased to know they won’t have to queue-up again. On another occasion I meet my customer who I’d help register before. I asked them how their job hunting was going and they said they didn’t have much luck because they were homeless. I recommend they we check my computer and see what information that they could use that was in Fremantle, W.A. I searched E-Ref, N.N.U and my daily emails to give them information about the latest jobs, T.A.F.E courses and accommodation available to homeless people.

* Communicates with influence

I believe I can communicate in a concise, tactful and sensitive manner. Some of my customers have been identified as being homeless and it’s important to listen to their needs whist showing understanding of how best to help them.

I have shown I’m able to communicate effectively in difficult or unusual situations.

One of my customers was getting angry and aggressive because they had to wait on the phone to

talk to Participation Solutions Team (P.S.T) for an excessive amount of time. I explained that

they needed to stay on the phone and I would check to see how long the wait time was. I checked...