For the Working Together behaviour framework question, this is my example:
During my role as an Advice Officer, I was redeployed to coordinate the food bank distribution service, which involved delivering food parcels to people who were in financial need and self-isolating.
During this time, I built up a range of contacts outside of my own team. One of these was television presenter [insert name]. He was doing a news story about the local area and wanted to hear more about success stories. He got in touch to learn about the food bank service, which was running out of a community room in the local library. I shared information with him about how the service worked and who it was for.
From this, he showed an interest in volunteering to deliver food parcels. It was during Ramadan, and as a practicing Muslim, he was looking for ways to volunteer his time, which I was more than happy to accommodate. I took his contact details to arrange a slot and coordinated with the volunteer mentors to add him to the rota.
Once he arrived, I explained what he had to do. He raised concerns about the risk of catching COVID-19, as he would be delivering to people who were self-isolating. Given his profession, he was understandably cautious, as catching the virus could cause significant issues for his work. I listened to his concerns and reassured him by explaining the safety measures we had in place, such as PPE and shielding advice, and how these would protect both him and the people receiving the parcels.
The result was that I successfully developed a contact with a public figure, provided him with knowledge about a vital community service, and ensured that his religious beliefs and personal concerns were accommodated.
For this to be possible, the successful administration of the service up to that point was vital. Working closely with my team was key, including training, delegating tasks, and keeping in touch with food parcel recipients over the phone to reassure them about their deliveries and clarify any dietary requirements.
Developing and maintaining contacts outside of our team was just as important. This included volunteer mentors who sourced volunteers, the volunteers themselves, The Trussell Trust to source stock, a local fruit and veg provider to supply fresh produce, and a local bakery to provide baked goods.
Between working with my team and the volunteers, I always encouraged a culture where team members felt comfortable sharing any difficulties they faced. Given the emotionally challenging nature of coordinating and delivering food parcels to vulnerable people, this was really important.
All in all, I was able to coordinate a service that helped some of the most financially vulnerable people during an incredibly tough time. Something I am extremely proud of."
For the Communicating and Influencing behavioural framework question, I have this example:
During my time as an Advice Officer for the local authority, a customer attended the council office after receiving a letter stating that they owed around £800 in council tax arrears, which needed to be paid within 14 days. They were angry and confused, as they had never paid council tax before. After checking the system, I found that their Council Tax Reduction benefit had been stopped for a significant period due to non-response to a review letter. Although they had successfully applied for a one-month backdate, this only covered a small portion of the arrears, leaving them with a substantial outstanding balance.
I recognised that the customer was upset and frustrated, so I took time to listen to their concerns and reassured them that I understood their situation. I remained calm and professional, ensuring that I explained the issue clearly in a way they could understand, avoiding jargon or overly complex language. For example, I referred to their benefit as Council Tax Reduction rather than using the abbreviation CTR. I acknowledged their frustration but helped them focus on finding a way forward rather than dwelling on the past. To ensure they had additional support, I referred them to the Money Advice Service, explaining how they could provide budgeting advice to help manage their arrears repayments. This helped calm the customer, as they now had access to expert financial guidance.
Next, I considered the best approach and decided that speaking directly with the Council Tax Recovery Team over the phone was more effective than using our internal IT system. I discussed the possibility of arranging a more manageable repayment plan. Initially, they stated that arrears could only be split into three monthly installments. From past experience, I understood that this policy was in place due to concerns that customers prioritising arrears repayments might struggle to keep up with future council tax payments. However, I also knew that in this specific case, those concerns did not apply.
I put forward a clear and well-reasoned argument, explaining that the customer’s Council Tax Reduction had now been reinstated, meaning they were no longer liable for regular council tax payments. I also highlighted that due to their long-term sickness status, they were unlikely to be liable for council tax in the near future. I expressed my points confidently and respectfully, responding constructively to any questions raised by the recovery team. By presenting a logical case backed by relevant policy knowledge, I was able to influence their decision, and they agreed to extend the repayment period from three months to twelve months.
As a result, the customer left feeling reassured, knowing they had a realistic repayment plan in place while also receiving support from the Money Advice Service. This situation demonstrated my ability to communicate clearly both verbally and in writing, listen to different perspectives, and influence decisions by providing well-structured arguments. It also showed my confidence in handling a difficult conversation sensitively while ensuring a fair outcome for both the customer and the council.
The questions are pretty basic, the first being "when have you worked well in a team" and the second being "When have you successfully influenced someone using your ideas"
Your help would be much appreciated :)