Helpline and Reception

Women’s Legal Service Queensland (WLSQ) provides high quality legal and social support services to women, specialising in the areas of family law, domestic violence, child protection, financial abuse legal protection and sexual assault through our counselling notes protect program.  WLSQ is committed to the creation of a society in which every woman: 

Is safe from violence; 

Is able to tell her story, have it heard and respected; and 

Receives a fair and just outcome from legal and social welfare systems. 

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 can be based in either our Annerley office or Ipswich 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:

A. 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.

• Assess the legal needs of women through a triage process which includes risk assessment to determine urgency.

B. Providing information and referrals to women who call the Helpline:

• Provide women with self-help and other legal resources approved by WLSQ.

• Provide appropriate internal and external referrals to Helpline callers.

C. 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)

• First point of contact for external supplier deliveries / contractors etc.

• Assist clients who arrive without an appointment, triage and assist with enquiries as required, provide appropriate information and referrals.

• Action external (warm referrals) made to our service by making outbound calls to clients, book appointments as required.

D. Support the provision of legal services to women:

• Collect and enter intake data in relevant forms and databases.

• Book WLSQ legal advice appointments

• Provide preparation support for client appointments including undertaking the client conflict checking mechanisms of WLSQ.

E. Contribute to a collaborative team culture for staff and volunteers which is professional, productive, supportive and consistent with the WLSQ values and feminist principles.

F. Any other tasks as directed by the leaders.

Skills and Capabilities:

1. Demonstrated ability to communicate with women who have experienced domestic violence, including the ability to listen to a women’s story in order to determine their level of risk and the kinds of assistance they require.
2. Knowledge of or ability to rapidly acquire knowledge of referral and information sources relevant to women seeking legal assistance on family law and domestic violence matters.
3. Demonstrated ability to provide administrative support to legal services for women including collecting and accurately entering data into data bases, conflict checking and confirming appointments.
4. Ability to communicate effectively and work sensitively with clients from diverse backgrounds including vulnerable clients:
   • Who may have experienced domestic and or sexual violence and/or trauma;
   • With a disability;
   • From culturally and linguistically diverse backgrounds; and/or
   • From Aboriginal and/or Torres Strait Islander backgrounds.
5. Well-developed relationship management and interpersonal communication skills including the ability to engage with a range of audiences and stakeholders internal and external to WLSQ with the ability to work collaboratively in a multi-disciplinary environment.
6. Sound knowledge and understanding of legal and social issues affecting women, particularly the gendered nature of domestic violence.
7. Demonstrated commitment to the mission and values of WLSQ and an ability to work within a feminist framework.
8. It is a genuine occupational requirement for this position that the incumbent be a woman (section 25 of the Anti-Discrimination Act 1991 (Qld).

MANDATORY REQUIREMENTS:

• This role requires the incumbent to have a clear National Police Check and to obtain a blue card.

REMUNERATION AND BENEFITS

In addition to having a meaningful and rewarding career, you will receive:

• An attractive remuneration package from $37.35 to $40.05 per hour plus super.
• Generous leave entitlements with additional paid leave over Christmas and New Year.
• Attractive salary sacrifices options.

APPLY NOW!

Aboriginal and Torres Strait Islander people are encouraged to apply for this position.

To apply for this position, click on ‘apply now’ and upload a copy of your cover letter and CV.

Only shortlisted candidates will be contacted.