Tribunal Case Officer

A Case Officer's role is to prepare relevant documentation ('submissions') and contact parties to participate in a tribunal hearing for a particular matter.
Responsibilities
This Job and Person Specification provides an indication of the type of duties you will be engaged to perform. You may be lawfully directed to perform any duties that a person with your qualifications, skills and abilities would reasonably be expected to perform.
The Tribunal Case Officer is responsible for:
Key Responsibilities Specified Duties Performance Indicator/Measurement Client Contact Services
 Assist applicants who cannot use the online application form to complete applications.
 Be proactive in providing information and assistance to all users promptly and in a friendly and positive manner.
 Provide current and accurate information to users on complex types of applications, with consideration to each individual case.
 Provide practical strategies to resolve applications at an early stage.
 Resolve user problems promptly, competently and professionally without escalation where possible.
 Answer and resolve inbound contact (calls, emails and mail).
 Provide face-to-face front counter services to tribunal users.
 Provide a reception service (roster basis).
 Be familiar and understand all relevant policies, procedures, rules and practice direction with their enquiries and applications.
 High level accuracy.
 All information provided is current and in accordance with the relevant policy or procedure.
 Positive service provided to all clients.
 Uses own judgement appropriately under limited direction.
 Actively responsive.
Case Management
 Case manage allocated applications from lodgement until completion.
 Update application information and status in the case management system.
 Quality check all applications lodged and ensure that they are within the relevant jurisdiction.
 Assess applications to determine if they meet legislative requirements.
 Implement agreed processes and workflow for all application types.
 Identify if the application requires further investigation or requires urgent or preliminary processes.
 Respond to proactive contact attempts of users to manage their application.
 Notify all interested parties in relation to progress of their applications
 Follow up on any additional information required for the processing and the determination of applications.
 Determine the location of the hearing, if an interpreter, video conference, telephone link, recording equipment and security are required.
 Consult with the relevant Deputy Registrars or Members on the application, as required.
 Provide advice and assistance to the primary contact person for applications and be responsive to users.
 Prepare all required and tailored correspondence for each case.
 Ensure all case files are kept up to date and all relevant information is included (i.e. audio files, emails).
 Provide support and guidance to Community Access Officer, as needed
 Refer complex matters to the Team Leader, as required.
 Accurate and timely information is provided to all people involved in hearings to ensure they are prepared for and notified about the hearing.
 All relevant information is provided for hearings
 Case is maintained and up to date.
 Positive feedback.
 Compliance with policies and procedures.
 Appropriately responds to changes/escalation of priorities  Uses own judgement appropriately under limited direction.
 Sets and manages priorities to achieve agreed timeframes and objectives. General administrative tasks
 Prepare, maintain and make accurate records to enter into the case management system.
 Provide administrative and case management support as required to the registrars and members.
 Assist with the transfer of the pre-existing paper file system into the electronic case management system
 Prepare reports, letters or briefing notes as required.  Contribute to ensure accurate & relevant information is available on the website.
 Assist to maintain information management systems and databases.
 Assist with other duties when required in other streams (i.e. during periods of high demand).
 Undertake minor research and project work as required.
Technical Expertise Qualifications, Skills, Knowledge and Experience relevant to the role Technical Expertise (Essential)
 Experience in interpreting and applying appropriate legislation.
 Proven ability and experience in writing clear, concise reports and making suitable recommendations of complex matters where there is no set precedent.
 Knowledge of the Tribunal and administrative review with the ability to develop and apply knowledge of Tribunal legislation, policies, guidelines and procedures.
 Demonstrated experience in the use of a range of computer programs which support activities such as: word processing, case management systems, working with spreadsheets, and the internet.
Technical Expertise (Desirable)
 Demonstrated ability to type a minimum of 60 wpm with 98% accuracy
 Knowledge of the administrative functions and operations of a Court or Tribunal
 Knowledge of the Act 2013 and the various Acts conferring jurisdiction
 Relevant tertiary qualifications in law or related discipline.
HOW TO APPLY:
Please submit your resume (in MS Word Format) for consideration via the link below. A cover letter demonstrating your relevant experience may also be reviewed.
Should you wish to discuss, please contact Judith Fernandes at , quoting reference number 236307.
Your interest will be treated in the strictest of confidence.