Client Support Advisor - Crrs & Hotline (Ft Or Pt)

Company DescriptionJobAccess is the national hub for workplace and employment information for people with disability, employers and service providers. Further details about JobAccess can be found via our website: www.jobaccess.gov.auIn this customer service role, you will coordinate across two different divisions within our business.Firstly the CRRS, our Complaints, Resolution and Referral service, where you will receive and case manage complaints for customers of Disability Employment Services (DES), Disability Advocacy Services and the Australian Disability Enterprises (ADE’s). This role is truly about supporting and assisting those who call by giving them personalised and confidential advice in regards to their complaints.Secondly, you will assist with the National Disability Abuse and Neglect Hotline, where you will receive reports on neglect and abuse. The Hotline works to promote fair and just treatment of people with disabilities; to achieve social justice, equality and the same rights, responsibilities, opportunities, access and participation as other people in Australian society.When working with people with a disability, you will get to see first-hand the resilience and strength that they possess. This strength will keep you motivated to continue to do your best every single day.We are looking for someone whos’ values align with our own and who has patience and a ‘people-first’ attitude. Someone who manages their caseload with professionalism.Job DescriptionThis position is 5 days per week but open to offer 4 days (Monday to Thursday) for the right person.This role is also asking for the candidate to be On-call once every 6 weeks and for that week, the hours of work will be 10:30am – 7:00pm working from home (working in the office on Thursday only or if requested by management)The main duties include:

• Respond to telephone and email enquiries.
• Provide personalised and confidential professional advice and information by telephone or email as per case allocation.
• Complete case management activities in accordance with the complaints handling procedures, in a proactive manner following the Policy and Procedures developed for the services.
• Liaise and monitor caseloads with Manager to ensure that service KPI’s are met.
• Complete all clerical and administration tasks related to cases and keeping updated electronic file notes and records.
• Encourage and facilitate self-directed and advocacy directed resolution.
• Make prompt referral to Advocacy Agencies as required.
• Provide professional, accurate and unbiased Case Summaries.
• Follow up cases or notifications for referrals.
• Encourage and facilitate local resolution as required and engage Resolution and Investigations Officers as required.
• Always act as an unbiased third party ensuring that needs of all parties are heard.

QualificationsSkills and Qualities:

• Sound oral and written communication and interpersonal skills
• Dynamic telephone manner with proficiency in building relationships.
• Demonstrated ability to manage workload and meet deadlines.
• Sound analytical skills.
• Demonstrated capacity to work as a member of a team.
• Willingness, initiative and capacity to work independently.
• Ability to use MS Office and other computer-based systems.
• Adhere to all group policies and procedures.
• Maintain a customer focus at all times and a commitment to deliver service excellence.
• Other duties as reasonably required.

Desirable skills or willingness to learn:

• Have knowledge in 'Understanding of rights and expectations of people with disabilities' (including knowledge of the National Standards for Disability Services).
• Well-developed or willingness to learn negotiation and conflict resolution skills.
• Perform all tasks in accordance with the divisional Quality Management System.

Additional InformationWhy work for us?

• Fabulous, small supportive team
• RDO once a month (if you are FT)
• Currently a hybrid workplace (3 days in the office 2 days from home)
• Based in the heart of Sydney - CBD location and close to public transport
• Employee discounts for health insurance, gyms, pools and travel club
• Novated leasing and specified salary sacrificing
• Paid parental leave
• Purchased leave (excl casuals)
• Ongoing support and training
• Professional Development
• EAP- free, professional and confidential e-counselling service.

*This role will not be accepting international applications.
**Previous applicants need not apply.You are welcome here.Our fast-growing team of more than 3,500 people around Australia represent a huge array of life experiences, skills and ways of thinking. We value all these differences.We are an Equal Opportunity Employer, proudly welcoming people with disability including mental health conditions, people from diverse cultural and linguistic backgrounds, people from the LGBTQI community, veterans, carers and Indigenous Australians to our team.We are happy to adjust our recruitment process to support accessibility needs.