Role Description

The Client Services Officer will provide a high standard of information, referral and assessment to clients and organisations contacting QAI. We seek a compassionate professional who thrives under pressure and excels in a fast-paced environment. The Client Services Officer requires strong communication skills, empathy, and the ability to stay calm and focused in challenging situations, while making a meaningful impact.

The position is part time or full time on an initial fixed-term contract until 30 June 2025, commencing from 1 July 2024. The role falls under the Social, Community, Home Care & Disability Services Industry Award 2010 (SCHDS Award) and will be paid at Level 4.

Remuneration: $40 – $44.99 per hour

Key Responsibilities

Duties include, but are not limited to:

  • Conduct general office administration duties including answering the phone, mail, filing and organisational diary management.
  • Provide responsive services to client problems and apply specific advocacy related knowledge to accurately assess client needs to provide correct information, referral and appointment options.
  • Perform the QAI intake process of new clients or existing clients with new matters, ensuring the accurate collection of demographics and matter specific details and in accordance with organisational policies.
  • Foster relationships with external organisations to facilitate meaningful warm referrals both inward and outward.
  • Support advocates, ensuring a high standard of advocacy and legal support is provided to individuals.
  • Support volunteer placements that will fulfil Client Services duties.
  • Assist to develop and maintain Client Services resources, such as referral manuals and brochures, contact lists and other intake resources required for triaging calls.
  • Assist the Senior Client Services officer to maintain all office supplies, including stationery and tearoom supplies.
  • Provide support to organise and facilitate meetings, events, workshops and conferences, including management committee meetings through the organisation of venues, catering, registrations, invitations and other supports.

Selection Criteria

Essential

  • Strong commitment to human rights, social justice and diversity.
  • Excellent communication skills, and ability to support vulnerable people with clear information.
  • Well-developed organisational and time management skills, including the ability to plan, implement and evaluate areas of work.
  • Proficiency in the use of Microsoft environments, including Sharepoint, Teams and Outlook.
  • Criminal history screening clearance.

Desirable

  • Lived experience of disability.
  • Call centre or equivalent experience.
  • Previous experience at a Community Legal Centre, and/or with the Community Legal Assistance Services System (CLASS), would be advantageous.

About us

We are an independent organisation that advocates for the protection and advancement of the needs, rights and lives of people with disability in Queensland.

We are a registered Charity and community legal centre that works to uphold the principles of fundamental human rights, social justice and inclusion in community life.

We provide advocacy to individuals through our three advocacy practices and this work informs our systemic advocacy that engages in campaigns and submissions directed at changing attitudes, law and policy.

Why work for QAI

We are an equal opportunity employer with a strong commitment to diversity and inclusion within our workplace and were the first organisation to opt in to being bound by the Human Rights Act 2019 (Qld). We encourage First Nations people and people with disability to apply as the position would benefit from a person with lived experiences.

Applicants are encouraged to request reasonable adjustments if required to assist the application and recruitment process. We pride ourselves on fostering a friendly and supportive workplace culture, as we take the well-being of our staff seriously.

Our well-being program includes staff activities such as walks by the river, yoga or potluck lunches, creating opportunities to connect with each other and take a break from our screens.

We also offer salary sacrificing options, a flexible work environment, professional supervision, paid parental leave and portable long service leave, which is now standard across the sector.

A position description is linked below.

QAI is willing to customise the role to facilitate candidates with disability. 

Position description – Word (364 KB)

To apply

To be considered for this role, you must submit the documents listed below:

1. Your resume

2. A cover letter addressing the Essential Selection Criteria

 Applications can be sent to qai@qai.org.au.

Please address any questions to Megan, Chief Operating Officer on 07 3844 4200 or email qai@qai.org.au using the subject line: Client Services Officer enquiry.

Applications for this position close 9am Monday 17 June 2024.