ABOUT RAILS

The Refugee and Immigration Legal Service (RAILS) is a community legal centre based in South Brisbane. For over 40 years, RAILS has provided free legal assistance and education in immigration and refugee law to people in Queensland.

RAILS assists some of the most vulnerable people in our community, predominantly refugees, asylum seekers and people who have experienced family violence. RAILS strives to empower them and help them find and remain in safety.

RAILS is a member of Community Legal Centres Australia and is registered as a Charity with the Australian Charities and Not-for Profit Commission.

ABOUT THE POSITION

• Hours: Full time
• Salary: SCHADS Level 4
• Responsible to: Intake Manager
• Direct reports: Intake and Triage Officers (level 3) and admin volunteers
• Contract term: 1 year with the possibility of extension

SUMMARY

The Senior Intake Officer significantly contributes to supporting RAILS’ client intake as part of a high-paced team. The role oversees and directly contributes to the timely and effective completion of intake processes for some of RAILS’ programs.

The role requires a dedicated, flexible and detail-orientated professional who enjoys supporting the successful delivery of various programs to migrants, refugees and asylum seekers and who is able to effectively communicate with people experiencing disadvantage, vulnerability and complex needs, particularly culturally and linguistically diverse people.

The successful applicant will carry out their duties in accordance with RAILS’ policy and funding guidelines. RAILS has flexible working arrangements for all staff but will require the successful applicant to work from our new South Brisbane office for a significant proportion of the working week.

This role is of fundamental importance to the delivery of excellent legal services by RAILS and contributes to positively changing client’s lives.

REMUNERATION AND BENEFITS

• An attractive remuneration package (SCHADS 4) with an additional 11% superannuation
• Flexible working arrangements including the accrual of FLEX and TOIL
• Generous leave entitlements (paid parental leave, cultural and special leave provisions; portable long service leave) including additional paid leave over end of year shut down
• Attractive no cost salary sacrifice options.

Successful applicants may be required to complete additional clearance checks.

ROLE RESPONSIBILITIES

Client Intake:

• Conduct client intake in adherence to RAILS’ intake guidelines and processes, which must be understood in depth.
• Provide clients with referrals relevant to their legal and non-legal needs when these cannot be met by RAILS.
• Liaise with clients and agencies to obtain necessary documents and information to enable effective provision of legal assistance

• Responsible for ensuring that RAILS’ clients are provided with legal assistance in a timely manner, including by ensuring that matters are added to RAILS’ intake waitlist daily and by reviewing client legal deadlines.
• Escalation point for complex and/or challenging client interactions.
• Monitoring relevant categories of the intake inbox and actioning tasks efficiently
• Conducting conflict checks, including by escalating complex conflict assessments to Senior Lawyers and Practice Directors
• Ensure compliance with relevant organisational policies.

Client Data and Legal Services Management:

• Creating and assigning complete service and client records within RAILS’ practice management tool.
• Ensuring that the administrative opening and closing of case files within their programs is completed in a timely manner, including by directly contributing to the task.
• Auditing RAILS’ records to ensure RAILS’ compliance with risk management systems and data collection obligations by running relevant reports and addressing its results monthly.
• Monitoring that all data required from clients is collected in an efficient and trauma informed manner.
• Assisting in the collation of data for funding reports and other communications
• Working closely with the Intake Manager to contribute to the development and improvement of intake processes and systems

Supervision and Team leadership

• Direct supervision of Intake and Triage Officers (level 3) and admin volunteers
• Conduct performance reviews, performance management and support the development of the staff and volunteers they supervise directly.
• Approve timesheets and leave requests from staff they supervise directly.
• Supporting RAILS intake team members in approaching their roles and responsibilities from a trauma-informed perspective.
• Contribute to the training of other admin staff members and volunteers.
• Assist in the recruitment of team members by assisting in shortlisting applications and being part of recruitment panels
• Contribute to RAILS culture by maintaining positive working relationships across all teams and leading by way of example in delivery of a high-quality service to RAILS’ clients.

Stakeholders

• Work with the Intake Manager to ensure ongoing collaborative relationships with external referring agencies.
• Work effectively and collaboratively with RAILS’ staff on all client-related matters.

Personal effectiveness

• Setting priorities and completing tasks in a timely manner cognisant of importance and urgency
• Contributing to the success of the team by supporting and encouraging other team members

• Developing own knowledge and competencies
• Practicing and encouraging the organisation’s expected attitudes and behaviour

SELECTION CRITERIA

• 1+ years of experience in a similar role in the not-for-profit sector.
• Demonstrated ability to successfully provide front line services to people experiencing disadvantage, vulnerability or complex needs, particularly culturally and linguistically diverse people, utilising and promoting trauma-informed approaches.
• Ability to support and supervise others, including developing performance as well as in ensuring that staff and volunteers are and feel valued and supported in relation to their work (which can be emotionally challenging).

• Proficiency in the use of IT systems such as Microsoft (Outlook, Excel, Word, SharePoint), client management tools and databases.

• Demonstrated ability to successfully work in a dynamic, fast-paced environment and to manage conflicting priorities.
• Demonstrated ability to work efficiently as part of a team, to follow directions and to work independently.
• Demonstrated ability to work collaboratively and constructively with colleagues.
• Excellent verbal and written communication skills.
• Ability to exercise self-care and identify strategies to cope in situations of stress and pressure.
• Demonstrated knowledge and understanding of the community legal assistance sector, the wider community and the socio-political environment in which RAILS operates.
• Commitment to social justice and understanding of community legal centres, including RAILS’ mission and values.

DIVERSITY AND INCLUSION

RAILS is committed to being a culturally safe and inclusive organisation and has policies in place to create and maintain appropriate work practices and a respectful work environment. Aboriginal and Torres Strait Islander people and otherwise culturally and linguistically diverse people are encouraged to apply for this role.

Please let us know if you would like us to share our Cultural Safety for Aboriginal and Torres Strait Islander People Policy with you before applying for this role by emailing [email protected] using the subject line: Senior Intake Officer enquiry via EthicalJobs.

If you are Aboriginal and/or Torres Strait Islander or otherwise culturally and linguistically diverse and would like to speak to us about the role requirements and your application before applying, please email [email protected].

This recruitment process is strictly confidential and information about your application will not be shared with anyone outside of the organisation.