Intake Officer

knowmore legal service is currently seeking an Intake Officer to join our organisation within the community legal sector.  This is an opportunity for the right candidate to be part of a reputable organisation with fantastic career progression and professional development prospects. Attractive remuneration package and access to salary packaging. The vacancy is part time hours – 4 days per week – and based in Darwin. 

About knowmore

knowmore is a nation-wide independent community legal centre providing free legal information, advice, representation and referrals, financial counselling and systemic advocacy for victims and survivors of child sexual abuse. Since 2022 our service has expanded to provide legal advice and financial counselling for people applying to the Territories Stolen Generations Redress Scheme, and free legal advice for survivors of child sexual abuse who are not eligible to apply to the National Redress Scheme. knowmore also continues to provide free legal advice and financial counselling in relation to the National Redress Scheme.

About the Role

This vital client facing role will be the first point of contact for many clients seeking assistance from knowmore, particularly those who are applying to the Territories Stolen Generations Redress Scheme. The intake officer role will also support survivors of child sexual abuse in relation to their redress and compensation options. As such, Intake officers will deliver high-quality, culturally safe telephone and face to face services to provide clients with information about knowmore’s service delivery programs; gather relevant information from clients and work with them to understand their legal issues and rights; and to identify, prioritise and action clients’ legal and support needs through referrals to in-house and external services. 

Intake officers will work closely with the Manager of Client Services and other team members delivering legal and support services, including cultural support, to provide clients with trauma-informed, effective and streamlined services. 

Intake officers will also be an ongoing point of contact and liaison for existing clients, providing information and assisting with arrangements for further service delivery. 

A culturally safe, client-centred approach and a commitment to ensuring high-quality services are provided to vulnerable people are essential.

This is an identified position. To be appointed to this position the applicant must be an Aboriginal or Torres Strait Islander person who identifies and is recognized as such within the community in which they live. To be appointed to the role, an applicant must comply with the requirements of any applicable legislation relating to legal practice (i.e., not be a person disqualified from employment by a legal practice) and will also need to meet the entry requirements for professional visitors to correctional centres across Australia.

Duties and Responsibilities are including but not limited to:

• Provide accessible, responsive and effective intake services through telephone and face to face services (including on outreach), that ensure clients are able to engage effectively with the service and that clients’ legal and support needs are identified, prioritised and actioned appropriately.
• Work with clients to develop trust and safety, helping them identify their legal and support needs, documenting the results of contacts and assessing initial risk and safety issues.
• Evaluate client’s circumstances as to any need to expedite service delivery and ensuring urgent referral action is implemented when required.
• Ensure clients are supported in their engagement with the service through working collaboratively and cooperatively with clients and other knowmore staff, to:
• Support clients through making referrals, including warm referrals, to a range of other agencies and services to assist clients with their ongoing needs.
• Provide information about knowmore’s services and programs to a range of other, non-client callers, such as referring agencies and services & develop effective working relationships with key partners.
• obtain sufficient initial information to identify clients’ legal needs and to support further service delivery by knowmore’s legal team,
• ensure cultural support services through knowmore’s Aboriginal and Torres Strait islander engagement team are available for all Indigenous clients,
• facilitate responsive social work and counselling support for clients,
• provide ongoing liaison, information and assistance to existing clients,

Selection Criteria Qualifications

• Sound knowledge of Aboriginal and Torres Strait Islander cultures inclusive of values, protocols and any other issues relevant to Aboriginal and Torres Strait Islander communities, in both urban, rural and remote areas of Australia.
• A sound understanding of the experiences and service needs of Stolen Generation Survivors and their descendants, with a particular focus on the Northern Territory, ACT and Jervis Bay areas.
• Knowledge and understanding of the dynamics, complexities and legal and social consequences of child sexual abuse.
• An understanding of culturally safe and trauma informed practices, including a demonstrated ability to engage effectively with clients who have been impacted by complex trauma.
• Excellent organisational, time management and administrative skills that support the capacity to prioritise and manage a diverse range of client matters and tasks in an effective and timely way.
• Highly developed interpersonal skills with the proven ability to build effective relationships and communicate with a diverse range of people both internally and externally.
• The ability to work collaboratively, flexibly and respectfully within a multi-disciplinary team to achieve high level operational performance;
• An awareness of issues of confidentiality and privacy relating to clients of a legal service and the ability to act professionally and within the boundaries of knowmore’s practice;
• A commitment to self-care, resilience and ongoing professional development.
• IT proficiency, with proven ability to use Microsoft Office and systems for recording data and reporting.
• Take reasonable care to protect their health and safety and the health and safety of others. 
• Commitment to working within knowmore’s practice framework (trauma-informed culturally safe, person-centred).
• To engage in professional supervision and other reflective practice opportunities as required.
• Liaise with others in a professional, respectful and constructive manner.
• A relevant qualification in human services, mental health or legal practice (or substantial progress towards such a qualification).

Organisational obligations 

• Demonstrate an active and dedicated commitment to knowmore’s Aims, Vision and Values. 
• Comply with knowmore’s Policies and Procedures. 
• Observe all legal and legislative requirements. 
• Ensure a high level of confidentiality and integrity. 
• Assist in the development of, and participate in knowmore’s initiatives, projects and events. 
• Cultivate productive and collaborative working relationships and outcomes through open and inclusive planning, continuous improvement and transparent work practices.
• Liaise with others in a professional, respectful and constructive manner. 
• Take reasonable care to protect their health and safety and the health and safety of others. 
• Commitment to working within knowmore’s practice framework (trauma-informed culturally safe, person-centred).
• To engage in professional supervision and other reflective practice opportunities as required.

Location & Hours

• This role is based in Darwin.
• Part time hours – 4 days per week 
• Ongoing contract – subject the funding of the knowmore service.

Benefits

A competitive salary commensurate with the not-for-profit sector is offered together with the availability of salary packaging to achieve a tax effective total salary package.  In addition to being a flexible workplace, knowmore offers 11.5% superannuation (0.5% above the SGC), a 30-hour working week and 5 weeks annual leave (pro rata), including annual leave loading.

Employees have access to a training and development opportunities as well as our Employee Assistance Program.

Additionally, knowmore offers the ability to partially work from home to facilitate a balanced work life.

Meet Aunty Glendra

Aunty Glendra Stubbs is a Wiradjuri woman and an Aboriginal Engagement Advisor at knowmore. She has been supporting Aboriginal and Torres Strait Islander clients since knowmore began in 2013. In this video, Aunty Glendra shares her story about working at knowmore and supporting her clients on their journey. Video Link: https://youtu.be/Ib4Va2apySU

How to apply

Further Information about knowmore is available at www.knowmore.org.au

For more information and to discuss your specific queries, please contact Danelle Lever, Manager of Client Services, on 08 6117 7244.

If this sounds like an opportunity you would be interested, please click ‘apply now’.

Your application must include:

• A resume with your skills, experience and qualifications
• A cover letter outlining why you are applying for this position and your responses to the key selection criteria (maximum of four pages) 

There is no application closing date for this role, we are keen to proceed with recruitment as soon as possible and interviews may be conducted as applications are received.

The role will be required to satisfactorily complete a National Police Records Check and a Working with Children Check.

Due to the volume of anticipated applications, only successful applicants will be contacted. Interviews will be conducted as applications are received.

At knowmore we acknowledge the value diversity brings. We welcome applications from workers of all ages, culturally and linguistically diverse backgrounds and Aboriginal and Torres Strait Islander People

Agencies please note: This recruitment assignment is being managed directly by knowmore. We do not require extra assistance at this time.