Role Description
Queensland Advocacy for Inclusion (QAI) is seeking an Indigenous Client Services Officer to join our team. The Client Services Officer provides a high standard of information, referral and intake assessment to people with disability and organisations contacting QAI. This role is often the first point of contact for our community and plays a critical part in ensuring people feel heard, respected and supported. We are seeking a compassionate and culturally grounded professional who can remain calm and focused in a busy and sometimes high-pressure environment. You will bring strong communication skills, sound judgment, empathy, and the ability to prioritise competing demands while maintaining accurate administrative systems.
This is a flexible opportunity and may be filled at:
- Level 4 (SCHADS Award) – 4 days per week, suited to an experienced Client Services or intake professional; or
- Level 2/3 (SCHADS Award) – 5 days per week, suited to someone earlier in their career who is ready to grow into the role with support and supervision.
This is an ongoing position, commencing as soon as possible. Salary will be paid in accordance with the Social, Community, Home Care and Disability Services Industry Award 2010 (SCHDS Award) at a level commensurate with skills and experience.
This is a First Nations identified role. The successful applicant will be an Aboriginal and/or Torres Strait Islander person and demonstrate their understanding of the cultural context in which this role operates.
Essential: $35 – $49.99 per hour
Key Responsibilities
- 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, referrals, 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 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 fulfill Client Services duties.
- Assist in developing and maintaining 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
- Aboriginal and/or Torres Strait Islander person.
- 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 in the community sector 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.
QAI is willing to customise the role to facilitate candidates with disability.
Please let us know if you require any reasonable adjustments to assist in the application process.
A position description is linked below.
Position description – Word (366 KB)
To apply
Please submit your resume and a cover letter addressing the above Essential Selection Criteria:
Please address any questions to Megan, Chief Operating Officer, on 07 3844 4200 or qai@qai.org.au using the subject line: Indigenous Client Services Officer enquiry.
Applications for this position close 5pm AEST on Tuesday, 17 March 2026.