AddressThe role is located in Perth and either of our Melbourne, Sydney and Brisbane offices.
This vital client-facing role will be the first point of contact for many survivors seeking assistance from knowmore. As such, Intake Officers will deliver high quality telephone and face-to-face services to provide clients with information about knowmore’s service delivery programs; gather relevant information from clients and work with them to understand their legal issues and rights; and to identify, prioritise and action clients’ legal and support needs through referrals to in-house and external services.
Intake Officers will work closely with the Manager Client Services, Senior Intake Officers, and other team members delivering legal and support services, including cultural support, to provide clients with trauma-informed, effective and streamlined services.
Intake Officers will also be an ongoing point of contact and liaison for existing clients, providing information and assisting with arrangements for further service delivery.
A client-centred approach and a commitment to ensuring high-quality services are provided to vulnerable people are essential.
Duties and Responsibilities
- Provide accessible, responsive, and effective intake services through telephone and face-to-face services (including on outreach), that ensure clients are able to engage effectively with the service and that clients’ legal and support needs are identified, prioritised, and actioned appropriately.
- Work with clients to develop trust and safety, helping them identify their legal and support needs, documenting the results of contacts and assessing initial risk and safety issues.
- Evaluate clients’ circumstances as to any need to expedite service delivery and ensuring urgent referral action is implemented when required.
- Ensure clients are supported in their engagement with the service through working collaboratively and cooperatively with clients and other knowmore staff, to:
- obtain sufficient initial information to identify clients’ legal needs and to support further service delivery by knowmore’s legal team.
- ensure cultural support services through knowmore’s Aboriginal and Torres Strait Islander Engagement team are available for all Indigenous clients.
- facilitate responsive social work and counselling support for clients.
- provide ongoing liaison, information, and assistance to existing clients.
- Support clients through making referrals, including warm referrals, to a range of other agencies and services to assist clients with their ongoing needs.
- Provide information about knowmore’s services and programs to a range of other, non-client callers, such as referring agencies and services and develop effective working relationships with key partners.
Organisational obligations
- Share our values and have a strong commitment to improving the lives of survivors of child abuse
- First Nations cultural competency – to work in ways that recognise and counteract privilege and bias, and appreciate the values, traditions, belief systems, and experience of First Nations People
- Demonstrate an active and dedicated commitment to knowmore’s Purpose, Vision and Values
- Commitment to working within and supporting knowmore’s practice framework (trauma-informed culturally safe, person-centred)
- Comply with knowmore’s Policies and Procedures.
- Observe all legal and legislative requirements.
- Ensure a high level of confidentiality and integrity.
- Assist in the development of, and participate in knowmore’s initiatives, projects and events.
- Cultivate productive and collaborative working relationships and outcomes through open and inclusive planning, continuous improvement and transparent work practices.
- Liaise with others in a professional, respectful, and constructive manner.
- Take reasonable care to protect their health and safety and the health and safety of others.
- To engage in professional supervision and other reflective practice opportunities as required.
Qualifications and Selection Criteria
- Demonstrated ability to engage effectively with clients who have been impacted by complex trauma and to provide appropriate, trauma-informed support.
- Knowledge and understanding of the dynamics, complexities, and legal and social consequences of child sexual abuse.
- Demonstrated understanding of the issues affecting Aboriginal and Torres Strait Islander peoples and experience in providing culturally safe services to Aboriginal and Torres Strait Islander people and people from culturally and linguistically diverse backgrounds.
- Excellent organisational, time management, and administrative skills that support the capacity to prioritise and manage a diverse range of client matters and tasks in an effective and timely way.
- Highly developed interpersonal skills with the proven ability to build effective relationships and communicate with a diverse range of people both internally and externally.
- The ability to work collaboratively, flexibly, and respectfully within a multi-disciplinary team to achieve high level operational performance.
- An awareness of issues of confidentiality and privacy relating to clients of a legal service and the ability to act professionally and within the boundaries of knowmore’s practice.
- A commitment to self-care, resilience, and ongoing professional development.
- IT proficiency, with proven ability to use Microsoft Office and systems for recording data and reporting.
- A relevant tertiary qualification in human services, mental health, or legal practice (or substantial progress towards such a qualification), may be advantageous
- Hold a satisfactory National Police Records Check and a Working with Children Check.
Benefits
A competitive salary commensurate with the not-for-profit sector is offered together with the availability of salary packaging to achieve a tax effective total salary package. In addition to being a flexible workplace, knowmore offers 11.5% superannuation (0.5% above the SGC), a 37.5 hour working week and 4 weeks annual leave, including annual leave loading.
Employees have access to a training and development opportunities as well as our Employee Assistance Program.
Additionally, knowmore offers the ability to partially work from home to facilitate a balanced work life.
Meet Aunty Glendra
Aunty Glendra Stubbs is a Wiradjuri woman and an Elder in Residence at knowmore. She has been supporting Aboriginal and Torres Strait Islander clients since knowmore began in 2013. In this video, Aunty Glendra shares her story about working at knowmore and supporting her clients on their journey. Video Link: https://youtu.be/Ib4Va2apySU
How to apply
Further Information about knowmore is available at www.knowmore.org.au
If this sounds like an opportunity you would be interested, please click ‘apply now’.
Your application must include:
- A cover letter outlining why you are applying for this position
- A resume with your skills, experience and qualifications
The role will be required to satisfactorily complete a National Police Records Check and an Employment Working with Children Check.
Applications close on Sunday 7th July 2024.
Enquiries can be directed to ***********@knowmore.org.au
Please note we will be assessing applications as they are submitted so the closing date is indicative.
Agencies please note: This recruitment assignment is being managed directly by knowmore. We do not require extra assistance at this time
