Preparing for an interview at the Social Health Authority (SHA) requires a solid understanding of public service standards, knowledge of the Social Health Insurance Act, and clarity on your role’s responsibilities. The following guide breaks down essential interview tips and expected questions for different job categories.

General Interview Tips for All Positions

• Arrive at least 30 minutes early as required by SHA.
• Dress professionally and ensure your documents are neatly arranged.
• Understand the mandate of the Social Health Authority and the Social Health Insurance Act, Act No. 16 of 2023.
• Be prepared to explain your experience, achievements, and why you want to work for SHA.
• Practice answering competency-based questions (teamwork, integrity, problem-solving, time management).
• Demonstrate knowledge of public service values: transparency, accountability, service to citizens, and ethical conduct.
• Carry all requested original documents and ensure your certificates match your CV.
• Avoid long, unfocused answers; be precise, structured, and confident.

Expected General Questions for SHA Interviews

• Tell us about yourself.
• Why do you want to work at the Social Health Authority?
• What do you know about the Social Health Insurance Act of 2023?
• How do you uphold integrity and ethical behaviour at work?
• Describe a challenge you faced at work and how you solved it.
• How do you handle pressure, deadlines, and competing priorities?
• Why should we hire you for this position?

Position-Specific Tips & Expected Questions

Below are key points for each job category to help candidates focus their preparation.

1. Office Assistants / Office Assistant I & II

Tips:

• Emphasise reliability, cleanliness, organisation, and ability to follow instructions.
• Demonstrate good time management.

Expected Questions:

• What experience do you have in office support duties?
• How do you ensure cleanliness and order in the office?
• How do you handle sensitive documents?

2. Drivers I, II, III

Tips:

• Understand road safety laws, defensive driving, and vehicle maintenance.
• Bring a valid driving licence for the right class.

Expected Questions:

• Describe your driving experience and licence categories.
• How do you ensure safety of passengers and goods?
• How do you respond during emergencies or breakdowns?

3. Human Resource Management (HR Assistant III, HR Officer II)

Tips:

• Know HR processes: recruitment, leave management, discipline, performance management.

Expected Questions:

• What HR systems or policies have you worked with?
• Describe how you handle conflict in the workplace.
• How do you maintain employee confidentiality?

4. Legal Clerk II & Legal Officer I

Tips:

• Understand legal research, case filing, and litigation support.
• Knowledge of administrative and public law is key.

Expected Questions:

• What experience do you have with legal documentation?
• How do you conduct legal research?
• Explain your understanding of public sector compliance.

5. Office Administrators I & II

Tips:

• Showcase organisation, communication, and records handling.
• Understand coordination of meetings and office workflows.

Expected Questions:

• How do you manage competing administrative tasks?
• What tools do you use to stay organised?

6. Records Management Officers I & II

Tips:

• Understand registries, electronic filing systems, records retention schedules, and security.

Expected Questions:

• How do you ensure proper filing and retrieval of records?
• What is your knowledge of data protection and confidentiality?

7. Internal Auditors I & II

Tips:

• Understand audit processes, risk management, and compliance.

Expected Questions:

• Walk us through an audit you participated in.
• How do you identify and report irregularities?

8. Administration Officer II

Tips:

• Emphasise coordination, supervision, and office operations knowledge.

Expected Questions:

• How do you manage administrative workflows?
• What experience do you have supervising staff?

9. Corporate Communication (Officer II, Officer I, Assistant Director)

Tips:

• Know media relations, press releases, branding, crisis communication.

Expected Questions:

• How do you manage communication for a public institution?
• Describe a communication crisis you handled.
• What strategies would you use to improve SHA public engagement?

10. Planning and Linkages Officers I & II

Tips:

• Understand strategic planning, data analysis, reporting, and stakeholder engagement.

Expected Questions:

• Describe your experience with planning processes.
• How do you work with partners and stakeholders?

11. Customer Experience Officers (Dispatch Centre)

Tips:

• Show strong communication, empathy, and telephone etiquette.

Expected Questions:

• How do you handle difficult callers?
• What customer service principles do you follow?

12. Registration, Compliance, Provider Management, Benefits, Claims, and Fund Management Officers (I & II, including Principal and Assistant Directors)

Tips:

• Understand social health insurance processes, compliance requirements, and service provider relations.
• Demonstrate analytical skills and accuracy.

Expected Questions:

• What experience do you have in claims or benefits processing?
• How do you ensure compliance with regulations?
• Explain how you handle discrepancies in claims or payments.

13. Finance & Accounts Officers I & II

Tips:

• Understand financial reporting, budgeting, audits, and public finance regulations.

Expected Questions:

• Describe your experience with financial systems.
• How do you ensure accuracy in financial reports?

14. ICT Officers I & II

Tips:

• Show technical competencies in networking, systems support, cybersecurity, and software troubleshooting.

Expected Questions:

• Explain a major ICT problem you resolved.
• What systems or programming languages are you familiar with?

15. Supply Chain Management Officers I & II

Tips:

• Understand procurement laws, inventory management, and supplier relations.

Expected Questions:

• What knowledge do you have of the Public Procurement and Asset Disposal Act?
• How do you ensure transparency in procurement?

General Competency Questions for All Positions

• Describe a time you disagreed with a supervisor and how you handled it.
• How do you prioritise tasks when handling multiple responsibilities?
• What motivates you in your work?
• How do you ensure accuracy when dealing with important information?
• Explain your understanding of public service values.
• How do you maintain professionalism when dealing with difficult colleagues or clients?
• Describe a project or responsibility you are proud of and why.
• What weaknesses are you currently working on improving?

Office Assistants / Office Assistant I & II

• How do you handle confidential documents while cleaning or arranging offices?
• What steps do you take to ensure meeting rooms are always prepared?
• How would you respond if a senior officer asks you to perform a task outside your job scope?

Drivers I, II, III

• How do you prepare a vehicle before starting a long trip?
• What would you do if you noticed a mechanical issue while driving?
• How do you deal with passengers who do not follow safety instructions?
• Explain the importance of vehicle logbooks and fuel records.

Human Resource Management (HR Assistant III, HR Officer II)

• How do you handle a case where an employee repeatedly violates HR policies?
• What experience do you have with HRMIS or digital HR systems?
• Explain how you support performance appraisal processes.
• How do you ensure fairness in recruitment or shortlisting exercises?

Legal Clerk II & Legal Officer I

• Explain how you organise and track case files.
• How do you ensure accuracy when drafting legal documents?
• What steps do you take to verify legal citations and references?
• Describe your knowledge of alternative dispute resolution mechanisms.

Office Administrators I & II

• How do you manage communication between departments?
• Explain how you organise travel and meeting schedules.
• How do you handle interruptions while working on urgent tasks?
• Describe a time you improved office efficiency.

Records Management Officers I & II

• What classification systems have you worked with?
• How do you handle misplaced or missing files?
• Explain your understanding of digital archiving.
• How do you ensure compliance with retention and disposal schedules?

Internal Auditors I & II

• How do you conduct a risk assessment before an audit?
• What steps do you take when you discover financial irregularities?
• How do you ensure independence and objectivity in your audits?
• Explain your understanding of internal controls.

Administration Officer II

• How do you coordinate office resources during crises?
• What is your experience in managing support staff?
• How do you track and report administrative expenses?
• Explain how you handle conflicts in the administrative team.

Corporate Communication Officers

• How do you measure the success of a communication campaign?
• Describe your experience in media monitoring.
• How do you handle negative publicity?
• What strategies would you use to strengthen SHA’s brand visibility?

Planning & Linkages Officers

• What tools do you use for data collection and analysis?
• Describe your experience in developing strategic plans.
• How do you track progress on institutional goals?
• What steps do you take when stakeholders fail to meet agreed timelines?

Customer Experience Officers (Dispatch Centre)

• How do you remain calm when a client is frustrated or shouting?
• What process do you follow when escalating complaints?
• How do you measure customer satisfaction?
• Explain how you handle repetitive tasks in a busy call centre.

Registration, Compliance, Provider, Benefits, Claims, and Fund Management Officers

• What experience do you have working with insurers or regulatory bodies?
• How do you verify the authenticity of submitted documents?
• Explain how you detect fraud in claims or benefit applications.
• Describe a time you improved accuracy or efficiency in compliance tasks.
• How do you handle disputes with healthcare providers?
• Explain your knowledge of compliance audits.
• How do you ensure fairness in decision-making?

Finance & Accounts Officers I & II

• Explain how you prepare financial reports and statements.
• Describe your experience with budget preparation.
• How do you ensure compliance with the Public Finance Management Act?
• How do you handle financial discrepancies or missing receipts?
• What accounting software are you proficient in?
• Explain the steps you take to reconcile accounts.

ICT Officers I & II

• How do you troubleshoot system downtime under pressure?
• Describe your experience with network configuration.
• Explain your understanding of cybersecurity in public institutions.
• How do you document ICT issues and solutions?
• What is your experience with cloud-based systems?
• How do you ensure data security for sensitive information?

Supply Chain Management Officers I & II

• How do you evaluate supplier performance?
• What steps do you follow in the procurement cycle?
• Explain your knowledge of tender evaluation committees.
• How do you ensure competitive and transparent procurement?
• Describe your experience with inventory and stock control.

Senior Positions: Principal Claims Management Officer & Assistant Directors

• What leadership style do you apply when supervising large teams?
• How do you resolve policy conflicts across departments?
• Describe a major reform or improvement you led in your previous role.
• How do you ensure compliance at departmental level?
• What strategies would you introduce to streamline claims or communication functions?

Interview Don’ts for SHA Shortlisted Candidates

General Behaviour Don’ts

• Do not arrive late or close to the reporting time; SHA strictly requires candidates to arrive at least 30 minutes early.
• Do not appear nervous or unprepared. Avoid fidgeting, whispering, or looking away when answering questions.
• Do not interrupt the panel while they are speaking or asking a question.
• Do not give one-word answers or overly lengthy, unfocused explanations.
• Do not speak negatively about your previous employer, colleagues, or institutions.
• Do not exaggerate achievements or provide false information; public service recruitment emphasises integrity.
• Do not guess answers when you do not know. Instead, respond honestly and calmly.
• Do not chew gum, eat, or keep items in your mouth during the interview.
• Do not sit in a casual or disrespectful posture.

Professional Appearance Don’ts

• Do not dress casually or untidily; avoid jeans, flashy accessories, or unprofessional shoes.
• Do not appear disorganised with scattered documents or missing files.
• Do not present photocopies only; you must carry original certificates for verification.
• Do not carry inappropriate items such as headphones, large bags, snacks, or unnecessary electronics into the interview room.

Communication Don’ts

• Do not speak too softly or too loudly; maintain a confident, respectful tone.
• Do not use slang, informal language, or shortcuts.
• Do not rush your answers or seem like you memorised scripted responses.
• Do not show frustration when asked follow-up questions.
• Do not use your phone or smart watch during the interview; ensure they are switched off.
• Do not lie when the panel asks about your experience, skills, or past jobs.
• Do not blame others when discussing past challenges.

Document and Preparation-Related Don’ts

• Do not forget any required documents such as clearance certificates, academic transcripts, or identification.
• Do not present expired clearances or incomplete paperwork.
• Do not bring disorganised or torn documents; presentation matters.
• Do not fail to review the role you applied for—do not walk into the interview without knowing the job duties.
• Do not forget to read about the Social Health Insurance Act or the role of SHA before attending.