Client Contact And Support Officer

Client Contact and Support Officer

• Hybrid work environment, predominantly based in Parramatta (additional office and occasional work in Rooty Hill).
• Supportive and passionate team, experienced manager rate; SCHADS 3 ($41-$45 per hour + super + NFP salary benefits); range based on experience and qualifications.
• Work in a dynamic environment supporting vulnerable individuals access services and navigate the social justice system – consult, advise and connect with empathy and expertise.

About our client

The Western Sydney Community Legal Centre (WSCLC) supports individuals who find themselves in vulnerable or disadvantaged situations and unable to successfully navigate and have access to the NSW justice system. WSCLC is transforming the way it delivers the services and is committed to working with the community to provide increased access and support to navigating the complexity of the social justice system. Our services are focused in the areas of domestic violence, support of children in the Court systems, facilitating visits between children and parents, tenancy, home building and general legal issues.

Role responsibilities

You will sit within the Client Contact and Support team and report to the Team Leader in this fast-paced role. Your day-to-day will focus on supporting the legal team by responding to incoming enquiries and support requests, following the intake/triage process and identifying appropriate referrals to other services, and supporting clients to engage with WSCLC and give effect to their legal advice.

• Support best-practise and trauma-informed service delivery aligning with WSCLC’s policies and procedures and meeting WSCLC’s objectives and funding obligations.
• Manage a wide variety of (and potentially complex) client situations, supporting them to navigate the legal system; obtain eligibility information from potential clients and make intake assessments of legal matters, supporting them to navigate the legal system.
• Communicate across internal divisions and external stakeholders, drafting correspondence and handling telephone and in-person legal enquiries.
• Maintain clear and detailed client records and ensure all data entry is accurate and up to date.
• Provide broader support to the legal team to enable the provision of advice, tasks, representation, outreach, work and development orders and community legal education.

Essential Requirements

You’ll be an exceptional and empathetic communicator, with strong active listening skills, the ability to engage, and connect individuals to the appropriate resources and support. You’ll have a good understanding of the services at WSCLC and services relevant to our client group.

• Qualifications in Social Work, Social Welfare, Community services, Criminology or a related discipline will be highly regarded.
• Strong written/verbal communication skills, ability to build connections quickly and communicate with empathy, with the highest levels of discretion and confidentiality when accessing and sharing personal information.
• Tech savviness, proficiency across the Microsoft Office suite, with good recordkeeping ability and an aptitude in picking up new systems.
• High-level organisational and time management skills when juggling administrative and client-centric tasks.
• An understanding of intersectionality and the various issues impacting individuals experiencing vulnerability or disadvantage when accessing justice and obtaining a fair outcome.
• The successful candidate will be required to complete a satisfactory National Police Check and WWCC.

We do not discriminate on the basis of race, religion, sexual orientation, gender identity, national origin, age, disability, marital or parental status. Should you require a reasonable accommodation to be made for your application to be assessed we would be more than happy to discuss how that can be arranged.

#J-18808-Ljbffr