About us

Queensland Advocacy for Inclusion (QAI) is an independent advocacy organisation whose purpose is to advocate for the protection and advancement of the needs, rights and lives of people with disability in Queensland. We do this by engaging in systemic advocacy through campaigns and submissions directed at attitudinal, law and policy change, and by supporting the development of a range of advocacy initiatives throughout our state. We also provide advocacy to individuals with disability through our three advocacy practices, Human Rights, Mental Health and NDIS. We are a registered charity and community legal service that works to uphold the principles of fundamental human rights, social justice and inclusion in community life.

At the beginning of this year QAI commenced operating an inaugural Statewide disability advocacy network called Queensland Independent Disability Advocacy Network (QIDAN), including the information and referral service Disability Advocacy Pathways, which this role falls under.


Role description

The Information and Referral Officer will provide a high standard of information, referral and assessment to clients and organisations contacting QAI. The Information and Referral Officer is responsible for undertaking a wide range of client and administrative support duties to deliver quality services to our community. 

The position is part time, commencing as soon as possible until 30 June 2023 and falls under the Social, Community, Home Care & Disability Services Industry Award 2010 (SCHDS Award). It will be paid at Level 4, with pay point commensurate with experience for 21 hours per week.

Key responsibilities

  • Ensure efficient management and maintenance of the Disability Advocacy Hotline, conducting general office administration duties including answering the phone, mail, filing and diary management.
  • Provide responsive service to client problems and apply specific advocacy related knowledge to accurately assess client needs to provide correct information and referral options.
  • Ensure the accurate collection of demographic and matter specific details in accordance with organisational policies, for callers seeking assistance through the hotline.
  • 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.
  • Train and supervise volunteer placements that will fulfil Disability Advocacy Hotline duties.
  • Develop and maintain Disability Advocacy Hotline resources, such as referral manuals and brochures, contact lists and other resources required for triaging calls.
  • Ensure that client files and records are kept and maintained in accordance with the requirements of the National Association of Community Legal Centre’s Risk Management Guide and QAI’s policies and procedures, including appropriately utilising CLASS and Microsoft 365;
  • Performing various tasks including maintaining client databases (CLASS), QAI’s electronic filing systems, Microsoft 365 and it’s integrated apps.
  • Provide administrative support to other staff as and when requested by the Network Coordinator.
  • Participate in staff meetings, planning workshops and other meetings in connection with the operation of client services and QAI.

Selection criteria


  • Strong commitment to human rights, social justice and diversity.
  • Excellent communication skills, and ability to support vulnerable people with clear information.
  • Good knowledge or the ability to acquire knowledge of the welfare and/or disability sector/s with an understanding of what makes people vulnerable.
  • Well developed organisational and time management skills, including the ability to plan, implement and evaluate areas of work.
  • Criminal history screening clearance.


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

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 Queensland Human Rights Act (2019). We encourage Aboriginal and Torres Strait Islander People and people with disability to apply.

We pride ourselves on fostering a friendly and supportive workplace culture as we take the well-being of our staff seriously. We often organise staff activities such as walks by the river, yoga or potluck lunches to create opportunities to connect with each other and take a break from our screens.

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

To apply

Please submit your resume and a cover letter addressing the Essential Selection Criteria to qai@qai.org.au.  Please address any questions to Megan Pearce, COO on 07 3844 4200 or email qai@qai.org.au using the subject line: Information and Referral Officer enquiry.

Applications for this position close, 5pm Wednesday 3 August 2022.


Position Description – Word

Position Description – PDF