Applications close 11 January
The Helpline is a self-referral pathway for women who need legal assistance, referral options and access to legal information. The Information and Referral Officer will primarily answer the Helpline and undertake a needs analysis of women to determine which legal information, referral or service they should be directed, including the booking of internal legal appointments subject to capacity and eligibility.
On a rotating roster, the Information and Referral Officer will also assist with various reception duties including, but not limited to; greeting clients in the reception area, including those without a pre-arranged appointment, to conduct a general eligibility check and intake process if required, as well as action external warm referrals to our service.
This role will be based in our Annerley office.
The work performed by WLSQ involves providing legal and social support services to women and their children impacted by Domestic and Family Violence and / or Sexual Violence. All staff employed by WLSQ (including this role) will be privy to or will take part in conversations with people who have experienced traumatic situations and it is likely some of our clients may still be experiencing the effects of trauma.
About This Role
Key Responsibilities:
- Answering calls on the Helpline and assessing the legal needs of women in a trauma informed way:
- Undertake an eligibility check and further intake process, if required, with women contacting the Helpline.
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- Assess the legal needs of women through a triage process which includes risk assessment to determine urgency.
- Providing information and referrals to women who call the Helpline:
- Provide women with self-help and other legal resources approved by WLSQ.
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- Provide appropriate internal and external referrals to Helpline callers.
- Providing frontline and administrative support to ensure the efficient and effective operations of the client reception area:
- Welcome existing clients into a well-presented reception area, assist in preparing them for their appointment (document scanning, printing etc)
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- First point of contact for external supplier deliveries / contractors etc.
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- Assist clients who arrive without an appointment, triage and assist with enquiries as required, provide appropriate information and referrals.
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- Action external (warm referrals) made to our service by making outbound calls to clients, book appointments as required.
- Support the provision of legal services to women:
- Collect and enter intake data in relevant forms and databases.
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- Book WLSQ legal advice appointments
- Provide preparation support for client appointments including undertaking the client conflict checking mechanisms of WLSQ.
- Contribute to a collaborative team culture for staff and volunteers which is professional, productive, supportive and consistent with the WLSQ values and feminist principles.
- Any other tasks as directed by the leaders.