CEO message on capabilities
A message from the CEO - Catherine Argall
Over the next three to five years, Medicare Australia will deliver a range of new programs and services. The change will include new services, offered for the first time through our branches and contact centres, and changes to the way we deliver existing services. This will require our people to focus more on providing advice, information and other services to Australians and will lead to improvements to our systems and infrastructure.
As we take on a broader range of programs, we need to identify the skills and attributes that are required in this emerging business environment. The capability framework is a first step towards realigning the capabilities of our people. The framework identifies nationally consistent broad capabilities needed to continue our reputation for excellence in service delivery.
The framework will assist us to determine what learning and development strategies we need to implement in order to ensure our current people can acquire the capabilities we need now and in the future. As it is integrated into all HR functions, the framework will guide the attraction, selection, learning and development, performance support and workforce planning at an organisational and job specific levels.
The capability framework defines the 6 broad capability clusters that identify the focus of our capability requirements. These include:
- Exemplifies great service
- Shapes strategic thinking
- Achieves results
- Cultivates productive working relationships
- Exemplifies personal drive and integrity
- Communicates with influence
The first capability cluster has been drawn from our service charter and the work identifying the behaviours that demonstrate "Our Promises" to our customers. It is important that the framework reinforces our service culture and that great service be recognised as a key capability for all our people. This also means that those providing service to internal customers are expected to deliver on these promises as much as our front line Customer Service Officers. The other 5 capability clusters are based around those developed by the Australian Public Service Commission (APSC) and reflect the capabilities required of all APS employees in a career based service.
Business units, working with the HR team, identify the role-specific capability focus for their area. The HR team has integrated the capability framework into all HR functions using tools that will support the business as Medicare Australia changes.
Catherine Argall PSM
Chief Executive Officer
Go to capability framework at a glance page (navigate the elements of the capability framework)
Last updated: 28 May, 2008