An opportunity for an experienced Client Services Worker has become available in our Melbourne Office to support the organisation on a full time basis. 

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 that are not eligible to apply to the National Redress Scheme. We continue to provide free legal advice and financial counselling in relation to the National Redress Scheme.

knowmore uses a multidisciplinary model bringing together lawyers, intake officers, social workers and counsellors, Aboriginal and Torres Strait Islander engagement advisors and financial counsellors to provide trauma-informed, client-centred and culturally safe legal assistance to clients.  Services are provided through a national phone line and face-to-face services in key locations, supported by a comprehensive program of outreach and community engagement across Australia. knowmore currently has offices in Sydney, Melbourne, Brisbane, Adelaide, Perth and Darwin.

About the Role

This vital client facing role will be the first point of contact for many clients seeking assistance from knowmore. The Client Services Worker role will support survivors of child sexual abuse as they first make contact with knowmore in relation to their redress and compensation options.

Client Services Workers will deliver high-quality, 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.

Client Services Workers may also be an ongoing point of contact and liaison for existing clients, providing information and assisting with arrangements for further service delivery.

You will also have the responsibility of ensuring that the administrative activities within the Melbourne office run efficiently including greeting clients and other guests to the office, assisting in processing mail, arranging travel for office staff, and ordering office supplies.

Client Services Workers will work closely with the Manager, Client Services; Stakeholder Engagement Manager; Managing Lawyer, and other team members delivering legal and support services, including cultural support, to provide clients with trauma-informed, effective and streamlined services.

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

Duties and Responsibilities

Duties and responsibilities include but not limited to:

• Provide accessible, responsive and effective services through telephone and face to face services 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:
  • 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.
• 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.
• Administrative duties, including:
  • Collecting and delivering mail.
  • Manage and book travel, flights and accommodation for staff.
  • Take stock and arrange quotes and purchase of office equipment /stationery.
  • Participate in induction process for new starters ensuring systems are ready for their first day.
  • Act as local First Aid Officer and Fire Warden including maintaining qualifications as necessary.
• Undertake other duties and projects as directed.

Organisational Obligations

• Share our values and have a strong commitment to improving the lives of survivors of child abuse.
• First Nations cultural competency – to work in ways that recognise and counteract privilege and bias, and appreciate the values, traditions, belief systems, and experience of First Nations People.
• Demonstrate an active and dedicated commitment to knowmore’s Purpose, Vision and Values.
• Commitment to working within and supporting knowmore’s practice framework (trauma-informed culturally safe, person-centred).
• 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 an 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.
• To engage in professional supervision and other reflective practice opportunities as required. 

Selection Criteria

• A Bachelor Degree in Psychology or Social Work with at least 12 months demonstrated experience supporting vulnerable people.
• 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.
• Maintain a high level of attention to detail in all activities but especially in record keeping and data entry.
• 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 both independently and 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.
• IT proficiency, with proven ability to use Microsoft Office and systems for recording data and reporting.
• Holding a satisfactory National Police Records Check and a Working with Children Check.

Location & Hours

• This role is based in Melbourne
• Full Time Hours
• Ongoing contract - subject to 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 12% superannuation (0.5% above the SGC), a 37.5 hour working week and 4 weeks annual leave, 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 Elder in Residence 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 below.

How to apply

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

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

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.

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