1. Last updated on April 2016 by People & Capability, Employers Mutual ©
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EML
POSITION DESCRIPTION
POSITION TITLE Administration Assistant
DEPARTMENT Claims Operations
REPORTING TO Team Leader
DATE REVIEWED April 2016
LOCATION Melbourne
PURPOSE OF ROLE
The purpose of this role is to:
► Provide accurate and timely administration support to a claims team
► Assist with the provision of service to injured workers, employers and treating health providers
POSITION ENVIRONMENT
This position operates in a high volume, high pressure and deadline-driven environment that focus on the
pro-active, timely and effective management of Workers Compensation claims.
KEY PERFORMANCE INDICATORS
Refer to Performing for Success document

2. Last updated on April 2016 by People & Capability, Employers Mutual ©
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KEY ACCOUNTABILITIES
Key Accountabilities Responsibilities Review Points
Service ► Adopt a service- orientated approach that is focused
on the interests of workers and employers
► Effectively coordinate and support team to achieve
key performance measures as set out under the
Annual Performance Adjustment (APA) measures
and Agency Agreement
► Performance Review
► Stakeholder
feedback
► Worker service key
events survey
Supporting Case
Management
► Provide high level support to coordinate team
activities
► Arrange and coordinate meetings for the team
members, including liaising with stakeholders
► Monitor teams out of office activity and report on
statistics, such as travel time and outcomes
► Ensure records are maintained in accordance with
EML guidelines and agreed department standards
► Performance Review
General Administration ► Answering incoming calls, taking messages and
managing basic enquiries
► Photocopying, filing, faxing, binding and collating
information
► Performance Review
WorkSafe Victoria
Partnership
► Ensuring all communication with WorkSafe is in
accordance with EML’s Communication Policy
► Performance Review
Internal OH&S Contribute towards a Quality Culture of Workplace
Health & Safety through:
► Demonstrating commitment to OH&S through,
leading by personal example and participating in the
monitoring of established safe working practices
► Promoting and ensuring all staff and contractors are
appropriately trained and adhere to EML’s
Workplace Health & Safety standards, procedures
and legislative requirements
► All staff and
contractors within
area of responsibility
comply with OH&S
standards,
procedures and
legislation.
Additional duties The Company may, based on business requirements,
change your duties to an equivalent level of seniority
and responsibility including a different department. In the
event that your position is to change significantly, we will
discuss any change with you before it takes effect
► Performance Review

3. Last updated on April 2016 by People & Capability, Employers Mutual ©
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KEY RELATIONSHIPS
Internal External
► Team Leaders ► WorkSafe Victoria
► Case Managers ► Employers/Brokers
► Claims Manager ► Rehabilitation Providers
► Client Services Team ► Legal Providers
► RTW Specialist ► Return to Work Coordinators
► Claims Operations Manager ► Workers
► Liability Specialists ► Medical/Treatment Providers
► Business Assurance & Optimisation Team ► Unions
► Legal & Technical Team ► Independent Medical Examiners
► Premium Team
MINIMUM CRITERIA
Skills Experience
► Advanced competency in the use of MS Word and MS
Excel
► Superior time management and organisation skills to
direct and prioritise own responsibilities and work flow.
► High level of initiative and the ability to work
autonomously with minimal direction.
► Effective oral and written communication skills
► Some understanding of the Victorian legislation and the
associated regulations
► Basic understanding of medical terminology
► Ability to utilise WorkSafe systems NOVUS, ACCtion
and Tempus - desirable.
► Customer Service and/or Office
experience.
► Experience of providing high quality
administrative support in a fast paced team
environment.
► For VCE or equivalent Graduates - some
experience in a Worker’s Compensation
environment is desirable.
Competencies
► Managing Work - Effectively managing one’s time and resources to ensure that work is completed
efficiently.
► Gaining Commitment - Using appropriate interpersonal styles and techniques to gain acceptance of
ideas or plans; modifying one’s own behaviour to accommodate tasks, situations, and individuals
involved.
► Building Customer Loyalty - Effectively meeting customer needs; building productive customer
relationships; taking responsibility for customer satisfaction and loyalty.
► Work Standards - Setting high standards of performance for self and others; assuming responsibility and
accountability for successfully completing assignments or tasks; self-imposing standards of excellence
rather than having standards imposed.
► Contributing to Team Success - Actively participating as a member of a team to move the team toward
the completion of goals.
► Negotiation - Effectively exploring alternatives and positions to reach outcomes that gain the support and
acceptance of all parties.

4. Last updated on April 2016 by People & Capability, Employers Mutual ©
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► Continuous Learning - Actively identifying new areas for learning; regularly creating and taking
advantage of learning opportunities; using newly gained knowledge and skill on the job and learning
through their application.
► Decision Making - Identifying and understanding issues, problems, and opportunities; comparing data
from different sources to draw conclusions; using effective approaches for choosing a course of action or
developing appropriate solutions; taking action that is consistent with available facts, constraints, and
probable consequences.
Education and Training
► VCE or equivalent
I have read and understand this position description:
Signature: Date:
Name:
OUR VALUES
Respect - We always treat people with dignity and consideration, showing mutual respect in all our internal
and external dealings.
Integrity - Personal and professional integrity is central to everything we do.
Responsible - We take personal responsibility for everything we do and the outcomes of our actions. We
follow through and deliver on what we say.
Outcome Driven - We are committed to high performance and are passionate about success. We act with a
sense of urgency and strive to deliver quality outcomes to our customers.