Our vision and purpose

Legal Aid Queensland’s vision is to be a leader in a fair justice system where people are able to understand and protect their legal rights. Our purpose is to provide quality, cost effective legal services to financially disadvantaged people throughout Queensland.

Information and Advice Services

Legal Aid Queensland’s Information and Advice Services area provides high-quality legal information, referral, and legal advice services to vulnerable and disadvantaged Queenslanders over the telephone, face-to-face, at our regional offices, at correctional centres and via videoconference.

The division is currently hosting an Information line providing frontline legal assistance to clients engaged with, or seeking to engage with, the Royal Commission into Defence and Veteran Suicide (the Royal Commission). This Information line forms part of the Defence and Veterans’ Legal Service (DAVLS) which is a national service operated by Legal Aid Queensland, in conjunction with staff from National Legal Aid.

DAVLS provides legal advice, information, and assistance to Australian Defence Force (ADF) personnel and veterans, and their families, carers and supporters wanting to engage with the Royal Commission. It is an independent, culturally safe, and trauma-informed service delivered nationally using best practice standards and a human rights approach.

The role

This is an exciting opportunity for a customer service professional or social worker to take on a demanding and rewarding role in DAVLS.

As a Client Information Officer, you will provide verbal and written information to people – primarily over the telephone – about our services and how to engage with the Royal Commission.  You will need to have, and to develop, skills in communicating with persons with complex needs, including people with complex trauma and those affected by defence or veteran death by suicide. 

Client Information Officers will support callers to participate in a trauma-informed, culturally sensitive, and accessible legal service and identify any reasonable adjustments that may be required by DAVLS to facilitate this. Client Information Officers also identify and facilitate referrals to social and psychological support, advocacy, and legal support services to ensure a holistic and cooperative approach to assisting people to engage with the Royal Commission. 

This role requires completion of an extensive initial training program and participation in ongoing training and development to enhance your customer service and communication skills, your knowledge of trauma-informed and culturally sensitive service delivery and to improve your knowledge of the law and Australia’s legal system.

What we are looking for

In completing the role, the following capabilities are required:

• You have experience providing client services using a variety of electronic communication methods to vulnerable clients (e.g. clients with complex trauma and/or mental illness, persons in distress, persons affected by suicide and clients identifying as Aboriginal and/or Torres Strait Islander) and have an awareness of the signs for suicide.
• You have a demonstrated ability to communicate both orally and in written form in a clear and succinct manner and you have the ability to explain information using language that is tailored to your audience.
• You have knowledge of, or have the ability to rapidly acquire knowledge of, the Royal Commission, Australia’s legal system, referral services to assist persons to engage with the Royal Commission and the use of information technology systems.
• You have established self-care practices and respond resiliently to workplace stress, difficult client interactions and emotionally distressing stories.
• You understand the principles associated with trauma informed practice and can apply these when providing client services and can identify and recommend opportunities for improved work practices based on these principles.

Mandatory requirement or special conditions

There are no mandatory requirements for this position, but an understanding of trauma-informed service delivery, legal concepts and/or qualifications in social work or behavioural sciences would be highly regarded. If applicant holds a degree in the relevant field, PO2 salary range applies.

For more information, or to apply, please click Apply Now.

A position description is attached.