Senior CIS Helpdesk Operator

Transcription

1 Senior CIS Helpdesk Operator APS Level 5 Employer Account Management Team Insurance Group Ongoing Vacancy - Full-time Location - Canberra $66,926 to $75,431 plus 15.4% superannuation Contact Officer Andrew Lee, Assistant Director, Employer Account Management Team on Closing date Sunday 1 November 2015 at 11:00pm (Australian Eastern Standard Time) How to apply 1. In one combined word document include a. your completed Application Cover Sheet (the last page of this document), b. your responses addressing the selection criteria; and c. your resume outlining your work history, relevant qualifications and training. 2. Apply online - When applying you will be asked to upload your combined application and enter your personal details.

2 The Role Overview of the team The Employer Account Management Team engage and partner with premium paying employers to understand their needs and collaborate with employers to tailor solutions that improve the delivery of rehabilitation and return to work outcomes for injured employees and reduce claims costs and liabilities. The team facilitates this through the following services: Partnerships based on trust and confidence. Assist and support employers in understanding Comcare s claims and insurance services. Employer profiling to understand employer compensation profiles and challenges. Support with self-service capability for performance measuring, monitoring and reporting through Customer Information System (CIS). Helpdesk, training and assistance for CIS. Partnering with employers to identify targeted systems improvements/capability building opportunities that aim to reduce liabilities. Information sharing including legislative updates, research findings and best practice rehabilitation and injury management strategies. Establishing what is important to employers and responding accordingly. Delivering tailored services that are informed by our employers Liaison with internal Comcare teams to share information, feedback, identify potential systems improvements and ensure well-coordinated delivery of services. Support with employer claims administration and Machinery of Government changes. Technical workshops and Best Practice forums. Sharing of return to work and premium reduction strategies. Overview of the role This role is responsible for providing support for CIS including administration of CIS, provision of user access, support services and maintenance of the suite of customer reports including help material. The position is responsible for entering and maintaining core customer information in Comcare s database (Pracsys); liaising with internal and external customers and stakeholders; providing support and assistance to external customers, including assisting customers with cost centre restructures and implementing machinery of government changes. The position will perform analysis and regular auditing of data and undertake a range of other research and project work as required to support the broader Employer Account Management team. The successful applicant will be able to provide high level customer service to a diverse range of stakeholders, both internal and external to Comcare. They will be required to harness and analyse information for dissemination to premium paying customers and other Comcare teams. It is essential for the successful applicant to be able find, utilize,

3 and value professional expertise within the organisation while also building their own knowledge base and expertise. It is highly desirable to have sound information technology skills, including working knowledge of the Microsoft Office suite of applications. Job specific capabilities Ability to understand workers compensation claims related data. Ability to provide technical support, including analysing information and solving problems, with a strong client focus. Primary responsibilities 1. Use computer-based applications and undertake a range of more complex processing using Comcare s systems. 2. Provide application helpdesk services, including handling of more complex customer enquiries and support of CIS for internal and external stakeholders. 3. Develop and maintain electronic information records; prepare correspondence and documentation; and assist with the development of policies and procedures with internal and external customers. 4. Prepare and analyse a range of reports for internal and external stakeholders, including senior management. 5. Actively build and maintain productive working relationships across the organisation and with employers and other stakeholders, and liaise with internal and external stakeholders to ensure a high level of service delivery. 6. Undertake research and analysis to assist in the preparation of briefs/documentation. How to apply Your statement of claims against the selection criteria is your opportunity to demonstrate your competency and is the most important factor in determining whether your application will be short-listed. Your claims against each criterion should be no longer than a page. It is recommended that you address each selection criterion and provide evidence of your suitability. Give examples from your current or past role(s) which demonstrate how you meet the criterion. The STAR approach is one way of presenting information against selection criteria. For each criteria think about the following and use these points to form sentences: Situation: Set the context by describing the circumstance whether you used the skills or qualities and gained the experience. Task: What was your role?

4 Approach: What did you do and how did you do it? Result: for? What did you achieve? What was the end result and how does it relate to the job you are applying For more information on how to apply for jobs in the Australian Public Service please go to: The Selection Process Comcare uses a competitive merit process. This process will likely take approximately six weeks for short listing, interviewing, reference checking and offers to be made. Eligibility and specific conditions of employment 1. Australian citizenship 2. Character clearance (police records check) 3. Health assessment 4. Six months probationary period For information on conditions of employment, please refer to our website Selection Criteria The following selection criteria are based on the Australian Public Service Commission s Integrated Leadership System (ILS). 2. Job Specific Capabilities Ability to understand workers compensation claims related data. Ability to provide technical support, including analysing information and solving problems, with a strong client focus. 3. Harnesses information and opportunities Draws on information from diverse sources and uses experience to analyse what information is important and how it should be used. Maintains an awareness of the organization and keeps self and others well informed on issues that may affect work.

5 4. Applies and builds professional expertise Values specialist expertise and capitalizes on the knowledge and skills of others within the organization. Contributes own expertise to achieve outcomes of the business unit. 5. Nurtures and Cultivates productive working relationships Builds and sustains positive relationships with team members, stakeholders and clients. Is responsive to changes in client and stakeholder needs and expectations. 6. Listens, understands and adapts to audience Seeks to understand the audience and tailors communication style and message accordingly. Listens carefully to others and checks to ensure their views have been understood. Checks own understanding of others comments and do not allow misunderstandings to linger.

6 What we offer Comcare offers employees attractive employment conditions, including: RecruitAbility Scheme Comcare is committed to supporting the employment and career development of people with disability. Our participation in the APS RecruitAbility scheme means you will be progressed to further assessment if you declare you have a disability (according to the definition below), opt into the scheme, and meet the minimum requirements for the position. How do I opt into the RecruitAbility scheme? You will be asked to indicate if you wish to opt into the RecruitAbility scheme in the Diversity section of the application form. You must answer yes to the question asking if you would like to participate in the scheme. Simply declaring that you have a disability will not automatically include you in the scheme. To help improve the scheme, you will be asked to participate in a short online evaluation at a later stage in the selection process. The evaluation activity is anonymous, completely confidential and will not affect the selection process in any way.

7 Reasonable adjustments We provide reasonable adjustments such as access, equipment or other practical support at relevant stages of the recruitment process. Please ask us if you need any adjustments made Details about the RecruitAbility scheme can be found at the Australian Public Service Commission s website ( What do we mean by disability? For the purposes of the scheme, disability is: A limitation, restriction or impairment, which has lasted, or is likely to last, for at least six months and restricts everyday activities. This includes: loss of sight (not corrected by glasses or contact lenses) loss of hearing where communication is restricted, or, an aid to assist with or substitute for hearing is used speech difficulties shortness of breath or breathing difficulties causing restriction chronic or recurrent pain or discomfort causing restriction blackouts, fits, or loss of consciousness difficulty learning or understanding incomplete use of arms or fingers difficulty gripping or holding things incomplete use of feet or legs nervous or emotional condition causing restriction restriction in physical activities or in doing physical work disfigurement or deformity mental illness or condition requiring help or supervision long-term effects of head injury, stroke or other brain damage causing restriction receiving treatment or medication for any other long-term conditions or ailments and still restricted any other long-term conditions resulting in a restriction. The two parts of the definition are the presence of a limitation, restriction or impairment which restricts everyday activities; and the expected longevity of the condition (6 months or more). This also includes episodic conditions. The definition covers many types of disability listed. You do not need evidence of your disability to opt into the scheme, but you are making a declaration to the APS that you meet the definition.

8 Application Cover Sheet APS Level 5, Senior CIS Helpdesk Operator, Insurance Group Canberra Title Surname Birth Date (optional) Given Name Address Preferred Name State Postcode Contact Number(s) (M) (W) (H) Address Current Employer Position Title Are you currently working in the Australian Public Service? Substantive Level Acting Level AGS Number Are you an Australian Citizen? Have you received a redundancy benefit from an APS Agency or Parliament Service? If yes, please advise of the redundancy benefit period expiry date Have you ever been found to have breached the APS Code of Conduct? If yes, please specify employer s name. Do you have a disability? Do you require any special arrangements to be made for assessment e.g. interview? If yes, a member of the selection panel will contact you for more details If you have a disability (according to the definition on the pages above), do you wish to opt into the RecruitAbility scheme, and understand your application will need to be assessed as having met minimum requirements for the position? Please provide two referees who have supervised and assessed your performance within the workplace (with one current referee required) Name Name Relationship Contact Relationship Contact