About SMLS

Established in 1973, South-East Monash Legal Service (SMLS) is a community legal centre that provides free legal assistance to people in Southeast Melbourne. SMLS provides legal information, advice and case work including representation for people experiencing disadvantage on a range of legal matters, such as family law and family violence, employment law, debt and fines, civil litigation, wills, power of attorney, and tenancy.

SMLS aims to empower and support members of the community to understand and make use of the law and the legal system to protect their rights and to increase their awareness of their legal responsibilities. SMLS is a strong advocate of and committed to the use of integrated service models to address multifaceted challenges facing our community members.

SMLS is committed to advocacy and social change. SMLS is a leader in the provision of community and clinical legal education; advocacy through policy submissions and lobbying; outreach services; and targeted referral programs.

Our Vision

A fair and inclusive community where people can access the resources, networks and support they need to resolve legal issues and overcome barriers to social, cultural and economic inclusion and participation

Our Purpose

To help resolve people’s legal and interconnected issues and ensure that laws and legal processes are fair.

Our Values

Our core values are Respect, Community, Excellence and Courage.

Position Purpose

The Intake Officer acts as a critical enabling role for SMLS by providing effective intake service and support for SMLS client services.

The Intake Officer role is responsible for providing excellent customer service to SMLS clients, whether through telephone, reception or email based contact. They will ensure accurate client information is entered into the CMS, provide general service information, conduct conflict checks, and book clients into the most appropriate clinics.

The Intake Officer will also be responsible for providing efficient and high quality support to SMLS staff, law students and volunteers in service delivery.

Position Responsibilities

Exceptional Client Service and Support

• Undertake Intake administrative functions including phone enquiries, appointment booking, conflict checks, reception duties, etc
• Undertake efficient and accurate data entry within the relevant CMS systems
• Undertake general administrative tasks as required to enable legal service delivery
• Work collaboratively with the Administration Team to support organisational projects and events
• Participate in SMLS Staff Meetings, and provide administrative support as required
• Provide accurate, timely and high quality service information to clients

Skills and Experience

Essential:

• Demonstrated skills and experience in the provision of high quality Intake/client service delivery
• Well developed communication skills, ability to engage with all members of our diverse community, empathy and compassion
• Advanced computer skills including proficiency in the use of MS Office packages, and capabilities in a range of client management systems
• Demonstrated experience in working within organisational systems, processes and policies
• Strong interpersonal skills including the ability to communicate sensitively and build mutually beneficial relationships with internal and external stakeholders
• Proven ability to contribute to a cohesive team environment by sharing information, supporting team priorities and ensuring open communication

Desirable:

• Experience working in a small, fast paced organisation.
• Tertiary qualifications, or equivalent experience, in administration or community services.

WHAT SMLS OFFERS

•  5 weeks annual leave
• Extra days off over Christmas and New Years
• Paid above award
• Cultural and ceremonial leave
• Family violence leave
• Gender affirmation leave
• Professional development
• A culture of mentorship and opportunities for career progression

For further information, please see the attached Position Description. Any further questions can be directed to [email protected] using the subject line: Intake Officer Enquiry via EthicalJobs.

A position description is attached.