MICHELLE ROBERTS

As a service delivery officer, I assist clients over the phone to meet their tax and registration obligations. In this role I am required to apply policies and procedures to decision making and record outcomes, actions and agreements clearly.

A client contacted the ATO concerned that they had not yet received their TFN which they had applied for several weeks beforehand.

After ensuring that the client had passed PORO I reviewed their records and confirmed that a TFN had been issued.

My further investigations revealed that the correspondence had been sent to the address supplied at the time of the application, an address that was no longer current. Taking ownership of the enquiry, I provided the TFN verbally, and with the client’s authority, I updated their address on the ATO’s system. I then introduced the client to their online account stepping them through where their details could be reviewed and updated in the future as well as explaining other functions of the online account.

My actions resulted in not only ensuring that the client’s original query had been resolved but I provided the added value that they would be confident in accessing the ATO’s self-service option in the future and to take ownership of their account.

This role provided support to Aged Care clients in various capacities. Responsibilities included wellbeing checks, medication administration, personal care, social support, transport and general assistance. This role required an empathetic and supportive manner due to the client’s wide ranging conditions including frailty and dementia. Support was required to be individualised to each client’s need and situation.

I arrived at a client’s home to attend to their evening well-being check; medication administration and meal preparation. There was no response when I knocked on the door.

Realising that this could be a matter requiring urgent action I accessed the spare key in the lock box, and I entered the premises. I found the client lying on the floor unresponsive.

I assumed responsibility of the situation and I immediately contacted emergency services. I then reported the situation to my employer. I followed instructions issued by emergency services over the phone while I awaited their arrival. When they arrived I accurately and calmly provided the relevant information requested. The client was then transported to hospital via ambulance.

My quick and level-headed reaction to this situation ensured that the client received the medical attention they urgently required, and the office has advised their next of kin of the situation. An Incident Report was recorded, as per protocol, and I followed the procedures advised by my employer prior to departure.

This role involved supporting My Aged Care clients, their representatives, health professionals and Home Care Providers with high quality customer service by providing advice and direction in a professional and courteous manner, while maintaining strict confidentiality requirements. I worked in a high paced environment, using multiple technical platforms, and achieved the required KPIs.

A client, requiring an interpreter, contacted the MAC call centre enquiring as to the progress of her application for a Home Care Package. The client’s daughter was also present at the time of the call.

I quickly determined that an interpreter would be required. It was apparent that the client was concerned about the time the process was taking and was quite confused and distressed. Her daughter requested permission to speak for her mother for the phone call.

I arranged, adhering to company guidelines, for the daughter to become a representative on the client’s account. I explained the Home Care Package process and then directed the daughter to the MAC website where she could obtain further information and monitor the progress of the application. I also provided the contact information for the assessment service should she wish to contact them.

By quickly assessing this situation and adjusting my response to this particular situation, not only enabled the daughter to explain the process to her mother in a more personal manner which eased her mother’s confusion and distress but my actions also provided her daughter the authority and the tools to manage the matter going forward with a sense of ownership of the process.

Details of previous professional experience can be provided on request.