Front Office/Administrative Support Worker

September 2017

DAREBIN COMMUNITY LEGAL CENTRE INC

CLIENT SERVICES OFFICER

JOB DESCRIPTION

PERMANENT PART-TIME: 30HOURS PER WEEK

BACKGROUND TO THE POSITION

Darebin Community Legal centre (DCLC) is a not for profit community legal service, which provides free legal advice and referral to people who live, work or study in the Darebin area. The Centre aims to empower and support the Darebin community through legal advice, advocacy, education and information.

The Centrewith its professional staff and large volunteer base provides a range of creative and innovative programs.Ithas prioritised assisting the most marginalised members of our community orexperiencing family violence. DCLC provides a duty lawyer assisting applicants at the family violence division of the Heidelberg Magistrate Court, and the Neighbourhood Justice centre. Outreaches are conductedto Reservoir, the Aboriginal and Torres Strait Islander community, youth services and prisons; as well as the more traditional legal night services. The successful applicant will have a strong focus on social justice and providing quality front line services to clients of the Darebin Community Legal Centre.

POSITION DESCRIPTION:

The Client Services Officerprovides essential administrativesupport to the staff of DCLC and is the first point of contact for DCLC clients.

The Client Services coordinator is employed by DCLC and isaccountable to the DCLC Executive Officer.

Job title: Client Services Officer

Award/Classification:Classified under theCommunity Legal Centres Multi Business Agreement Victoria 2006-2009, Social Community Home Care and Disability Services Industry award 2010 level 5.1

DCLC has DGR status and generous salary packaging options are available.

The entitlement to annual leave is 4 weeks paid for each completed year of service.

Appointment will be subject to satisfactory completion of a 3 month probationary period.

Employment is ongoing subject to funding.

Hours: The hours are 30 hours per week (0.8 EFT) to be worked 9 am to 5.00 pm (with one hour for lunch) Monday, Tuesday, Wednesday and Thursday.

Location: 732 High Street, Thornbury

Metropolitan travel may be required

Reporting to:Executive Officer

DUTIES AND RESPONSIBILITY:

Working with the Office Coordinator to achieve the following:

FRONT OFFICE CO-ORDINATION

First point of contact for client enquires and provision of legal and community referrals and information.
Ensure clients are provided appropriate information with regard to appointments and referrals
Oversee collection of incoming mail and delivery of outgoing mail
Responsible with maintenance of office equipment including, photocopiers, the order and maintenance of adequate stock of stationery, postage and staff amenities
Develop and maintain the office filing and archiving systems

Oversee the maintenance and updating of the DCLC contacts database and referrals

INFORMATION AND DATABASE MANAGEMENT

Develop and maintain the office filling and archiving systems to ensure secure storage of client files.

Co-ordinate and implement processes to collect statistics on enquiries, clients, non-casework programs, ensuring information and data collected in respect to clients, casework, referrals and non-casework projects is of high standard,
Ensure that all information is fully and accurately recorded into Centre’s databases,
Co-ordinate training of staff and volunteers on data collection, data entry, CLSIS and other databases,
Collection issues and identified trends and reporting to Program managers
Develop statistical reports for analysis for the Centre and its services as required by EO and program managers
Keep up-to-date with relevant changes to CLSIS and other databases through training and networking with relevant sources.
Co-ordinate, develop and maintain the computer filing system including back-up
Provide basic computer support to office workers at the service,
Develop resources to assist in identifying legal enquiries and appropriate referral,
Maintain up-to-date legal and community referrals and information,
Maintain a register of DCLC members and supporters

VOLUNTEER MANAGEMENT/ SUPERVISION

Assist with the recruitment and training of volunteers for the day and night service.
Supervisionof front office volunteers and support Program managers to provide support and training to paralegal volunteers.
Assist with the induction of law student volunteers and employees
Assist with the supervision of volunteers’ administrative work

SUPPORT TO EXECUTIVE OFFICER

Assisting EO to generate reports relevant to evaluate Client data through reports.
Provide secretarial support to the Manager
Assist the Bookkeeper and Executive Officer with financial duties including banking, credit card
processing and petty cash
Prepare and circulate minutes of DCLC staff meetings
Assist with the preparation of correspondence and information packages about DCLC for prospective
members, clients and other stakeholders

OTHER RESPONSIBILITIES

Assist other staff with organising and running a range of events
Promotion of the Centre through information stalls, attendance at local network meetings and community forums,
Raising awareness of legal issues as identified in the Centre’s Annual Work plan and at local network meetings.

Participate in developing policies regarding the provision of legal services by the Centre
Attend monthly staff meetings and two Committee of Management meetings a year
Participate in relevant training and workshops
Perform other duties as directed and necessary to the proper performance of the role.
Contribute towards the annual Aims and Objectives of the Service, and to participate in the ongoing planning and evaluation of the service
Compliance with all Conditions of Service and with the requirements set out in the DCLC Policy and Procedures Manual

This job description outlines the current duties and responsibilities of the position. These will be reviewed on a regular basis with the position holder and are subject to change according to the needs and priorities of the centre.

CHAIN OF REPORTING

REPORTING:

This role reports to the Executive Officer

SUPERVISION:

No staff reports to this role. This role provides supervision tofront office volunteers

DEGREE OF RESPONSIBLILITY:

Managerial responsibility for the planning and direction of the Front office

Contribute to development of new procedures and policies

KEY SELECTION CRITERIA:

ESSENTIAL:

Commitment to social justice and to meeting the legal needs of disadvantaged people
Demonstrated experience in providing clients and stakeholders with a high quality service in a professional and ethical manner
Strong Administrative skills with extensive experience in all aspects of office systems and management
High level of competence computer literacy and Microsoft programs
Strong office coordination stills.
Demonstrated ability to manage filing systems both computer based and manual
Experience in the management of information resources and referral systems
Experience working in a demanding environment
Excellent oral and written communication skills

DESIRABLE:

Demonstrated ability to work independently in a well organised manner, and as part of a small team.
Experience working in a legal environment – Desirable
Knowledge of Community Legal Centres and their functions.
A second language would be an advantage.
Driver’s Licence and access to own transportation

WORKPLACE CONDITIONS:

The position of Client Services Officer is classified under theCommunity Development Worker under classificationof the modern Social, Community, Home Care & Disability Services award (SCHADS). Cconditions in accordance with Community Legal Centres Multi Business Agreement (MBA) Victoria 2006 -2009.

The position is dependent on ongoing government funding through the Community Legal Centres Program

All staff, committee members and volunteers are expected to endorse the Centre’s statement of commitment to creating access for indigenous people to DCLC
Staff must sign and adhere to the services Code of Conduct
DCLC is a non-smoking work environment

For more information about the Darebin Community Legal Centre visit: law.org.au/darebin

Applications addressing the selection criteria will only be considered.

Applications close:

Addressed to the Assistant Manager

Angela Zhou

Post: 732 High Street Thornbury 3072 VIC.