Which of these skills do you have? Tick the ones you have done. They count wherever you built them: this job, a past one, or outside work.
Active ListeningAttentively hearing and understanding spoken information from customers, colleagues, or clients to ensure accurate responses and outcomes. Core Appointment SchedulingCoordinating and booking appointments across multiple calendars using scheduling software while managing conflicts and priorities. Core Attention to DetailCarefully reviewing work, documents, and information to identify errors, inconsistencies, or omissions before finalising outputs. Core Case Note DocumentationRecording accurate, objective, and timely case notes that reflect interactions, decisions, and outcomes in compliance with organisational and legislative requirements. Core Confidentiality and Privacy ComplianceHandling sensitive personal and health information in accordance with the Australian Privacy Act and organisational confidentiality obligations. Core Data Entry and AccuracyInputting information into systems and databases with a high degree of accuracy and attention to detail to maintain data integrity. Core Policy and Procedure AdherenceConsistently applying workplace policies, procedures, and guidelines to ensure compliant and consistent service delivery. Core Record ManagementOrganising, maintaining, and retrieving physical and digital records in accordance with retention schedules and compliance requirements. Core Regulatory and Legislative AwarenessMaintaining working knowledge of relevant Australian legislation, regulations, and industry standards that govern service delivery and workplace conduct. Core Stakeholder CommunicationEngaging effectively with a range of internal and external stakeholders including clients, providers, and team members to share information and coordinate outcomes. Core Time Management and PrioritisationOrganising daily tasks and workloads effectively to meet deadlines and service level targets in a fast-paced environment. Core Verbal CommunicationConveying information clearly and professionally in spoken interactions across phone, in-person, and virtual environments. Core Workflow Queue ManagementPrioritising and processing tasks from a shared work queue to meet service level agreements and operational targets. Core Written CommunicationComposing clear, professional, and accurate written correspondence including emails, case notes, and reports in Australian workplace contexts. Core Cultural Awareness and SensitivityRecognising and respecting cultural differences to communicate inclusively and deliver services that are appropriate for diverse Australian communities. Digital LiteracyUsing digital tools, software platforms, and online systems confidently and effectively to complete work tasks and communicate professionally. Electronic Document ManagementOrganising, storing, and retrieving digital documents using document management systems in compliance with records management policies. Escalation ManagementIdentifying situations that require senior intervention and escalating cases appropriately while maintaining clear communication with all parties. Inclusive PracticeApplying inclusive approaches in all interactions and service delivery to ensure equitable access and participation for people of all abilities and backgrounds. Microsoft Office Suite ProficiencyOperating Microsoft Word, Excel, Outlook, and Teams to a competent level to support administrative and operational tasks. Professional Boundaries MaintenanceMaintaining appropriate professional boundaries with clients, participants, and colleagues to uphold ethical standards and organisational integrity. Report WritingPreparing structured, factual, and professional reports that communicate findings, recommendations, or case summaries to relevant audiences. Telephone EtiquetteDemonstrating professional and courteous conduct during telephone interactions, including appropriate greetings, tone, and call closure techniques. Verification and AuthenticationConfirming the identity of individuals and validating the authenticity of documents or information before processing requests or releasing data.
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