ABOUT THE ORGANISATION

BRQ provides information, advice, advocacy and free legal services state-wide in relation to social security, disability discrimination and women in the workplace.

Advice is provided to all, casework, including representation, is provided only to vulnerable clients who are unable to advocate for themselves.

BRQ undertakes community legal education activities to assist people to understand their rights and legal processes and to provide community workers with the knowledge they need to support their clients through them. BRQ are guided by the following Values:

• Fairness
• Access
• Inclusion
• Transparency
• Respect
• Responsiveness
• Expertise

ABOUT THE POSITION

The Intake and Triage Officer provides the first point of contact for clients contacting WWQ for support and will ensure eligibility (and refer if ineligible), book appointments, undertake conflict checks, and triage clients to ensure urgent calls are responded to quickly.

The Intake and Triage Officer will also provide reception, administrative and paralegal support for the Working Women’s Queensland team, ensuring the effective and efficient day to day operation of the program, allowing advisors to focus on their work with clients.

This position is the first point of contact for clients and stakeholders, and is essential in ensuring the service is accessible and inclusive.

ROLE RESPONSIBILITIES

• Provide highly efficient intake and triaging services in the high-pressure environment of the clients contacting us, including to:
• • identify relevant legal/jurisdictional/conflict issues,
  • provide direction to basic legal information,
  • book appointment or clinic times, or provide an appropriate time to recontact us,
  • refer internally (for appointments in another team or to escalate clients),
  • Identify and refer to appropriate external legal or other services;
  • accurately record client information, data, documents and correspondence within file and data management systems; and
  • follow BRQ Intake processes.
• Provide paralegal support to the WWQ teams when you have capacity, including preparation and lodgement of documents and drafting basic correspondence. Assist in the training and rostering of Intake and Triage Officers and volunteers;
• Assist the Principal Solicitor in developing, documenting and maintaining intake practices and procedures to ensure intake and triage is delivered in a highly efficient manner to meet the high demands on our service;
• Ensure all client information is entered into CLASS in a timely and accurate manner;

• Participate in CLASS data integrity and reporting activities:
• Ensure a client focussed service, that is accessible and responsive;
• Support effective, positive and open communication between all staff members;
• Ensure all program resources, consumables and equipment are maintained, stored securely and adequately stocked at all times;
• Ensure quality standards are adhered to and that opportunities to improve or streamline systems and processes are raised appropriately;
• Contribute to a positive workplace culture, championing organisational values and contributing to the overall development of BRQ;
• Work in a healthy and safe manner and encourage others to do the same, including adherence to all relevant policies and processes; and
• Other duties as directed by the Principal Solicitor/ Director / CEO.

ROLE SELECTION CRITERIA

• Understanding of legal and industrial advice requirements, and the ability to triage clients;
• Current study in law or similar area will be considered favourably;
• Experience working in an intake or administration role, preferably in the legal or not for profit sector;
• Superb communication and customer service skills, both face-to-face and over the phone/via email, including knowledge and understanding of communicating with customers and clients who are from Culturally and Linguistically Diverse backgrounds;
• Critical thinking skills, with the ability to interpret information provided by referrers and clients, make decisions and work within processes and policies, including those relating to confidentiality;
• A high level of attention to detail, and the ability to use an online system (CLASS) to record accurate and timely client information;

• The ability to confidently handle sensitive and confidential information in a professional manner;
• Commitment to social justice principles, including an understanding of the issues and concerns faced by women in employment, cultural competence and an understanding of intersectionality;
• The ability to work flexibly within a team and communicate effectively with people at all levels to ensure smooth, efficient and on-time operation of the organisation;

• A high level of attention to detail, and the ability to use an online system to record accurate and timely client information;
• High level of proficiency in MYOB and Microsoft Office software, specifically Outlook, Word, and Excel and a good working knowledge of IT systems and processes; and
• Pass other suitability checks (e.g. criminal history)

WHY CHOOSE BRQ?

• Generous Enterprise Agreement based on the SCHADS Award with above award conditions including two weeks additional paid leave for closure over the Christmas/New Year
• Salary packaging and TOIL/Flex provisions
• Brisbane city location.
• Supportive team culture and values-based environment

To discuss the role please contact the Working Women's Qld Director, Eloise Dalton [email protected], using the subject line: Working Women’s Queensland - Intake and Triage Officer enquiry via EthicalJobs.

To submit your application, click 'Apply Now'.

A position description is attached.