Senior Intake Officer – RAILS

Applications close April 2.

The Senior Intake Officer supports RAILS’ client intake as part of a high-paced team. The role oversees and directly contributes to the timely and effective completion of intake processes for some of RAILS’ programs.

The role requires a dedicated, flexible and detail-orientated professional who enjoys supporting the successful delivery of various programs to migrants, refugees and asylum seekers and who is able to effectively communicate with people experiencing disadvantage, vulnerability and complex needs, particularly culturally and linguistically diverse people.

The successful applicant will carry out their duties in accordance with RAILS’ policy and funding guidelines.

This role is of fundamental importance to the delivery of excellent legal services by RAILS and contributes to positively changing client’s lives.

REMUNERATION AND BENEFITS

• Remuneration package from $85,000 to $92,000 (or part time equivalent) plus additional 11.5% superannuation
• Generous leave entitlements (paid parental leave, cultural and special leave provisions; portable long service leave, annual leave loading) including additional paid leave over end of year shut down; and
• Attractive no cost salary sacrifice options.

ROLE RESPONSIBILITIES

Client Intake:

• Conduct client intake in adherence to RAILS’ intake guidelines and processes, which must be understood in depth.
• Provide clients with referrals relevant to their legal and non-legal needs when these cannot be met by RAILS.
• Liaise with clients and agencies to obtain necessary documents and information to enable effective provision of legal assistance

• Responsible for ensuring that RAILS’ clients are provided with legal assistance in a timely manner, including by ensuring that matters are added to RAILS’ intake waitlist daily and by reviewing client legal deadlines.
• Escalation point for complex and/or challenging client interactions.
• Monitoring relevant categories of the intake inbox and actioning tasks efficiently
• Conducting conflict checks, including by escalating complex conflict assessments to Senior Lawyers and Practice Directors
• Ensure compliance with relevant organisational policies.

Client Data and Legal Services Management:

• Creating and assigning complete service and client records within RAILS’ practice management tool.
• Ensuring that the administrative opening and closing of case files within their programs is completed in a timely manner, including by directly contributing to the task.
• Auditing RAILS’ records to ensure RAILS’ compliance with risk management systems and data collection obligations by running relevant reports and addressing its results monthly.
• Monitoring that all data required from clients is collected in an efficient and trauma informed manner.
• Assisting in the collation of data for funding reports and other communications
• Working closely with the Intake Manager to contribute to the development and improvement of intake processes and systems

Supervision and Team leadership:

• Direct supervision of Intake and Triage Officers (level 3) and admin volunteers
• Conduct performance reviews, performance management and support the development of the staff and volunteers they supervise directly.
• Approve time-sheets and leave requests from staff they supervise directly.
• Supporting RAILS intake team members in approaching their roles and responsibilities from a trauma-informed perspective.
• Contribute to the training of other admin staff members and volunteers.
• Assist in the recruitment of team members by assisting in shortlisting applications and being part of recruitment panels
• Contribute to RAILS culture by maintaining positive working relationships across all teams and leading by way of example in delivery of a high-quality service to RAILS’ clients.

Stakeholders:

• Work with the Intake Manager to ensure ongoing collaborative relationships with external referring agencies.
• Work effectively and collaboratively with RAILS’ staff on all client-related matters.

Personal effectiveness:

• Setting priorities and completing tasks in a timely manner cognisant of importance and urgency
• Contributing to the success of the team by supporting and encouraging other team members

• Developing own knowledge and competencies
• Practising and encouraging the organisation’s expected attitudes and behaviour

SELECTION CRITERIA

• 1+ years of experience in a similar role in the not-for-profit sector.
• Demonstrated ability to successfully provide front line services to people experiencing disadvantage, vulnerability or complex needs, particularly culturally and linguistically diverse people, utilising and promoting trauma-informed approaches.
• Ability to support and supervise others, including developing performance as well as in ensuring that staff and volunteers are and feel valued and supported in relation to their work (which can be emotionally challenging).

• Proficiency in the use of IT systems such as Microsoft (Outlook, Excel, Word, SharePoint), client management tools and databases.

• Demonstrated ability to successfully work in a dynamic, fast-paced environment and to manage conflicting priorities.
• Demonstrated ability to work efficiently as part of a team, to follow directions and to work independently.
• Demonstrated ability to work collaboratively and constructively with colleagues.
• Excellent verbal and written communication skills.
• Ability to exercise self-care and identify strategies to cope in situations of stress and pressure.
• Demonstrated knowledge and understanding of the community legal assistance sector, the wider community and the socio-political environment in which RAILS operates.
• Commitment to social justice and understanding of community legal centres, including RAILS’ mission and values.