V- Nils Loan Assistant

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We are looking for compassionate people who share our mission and values, if you have the passion and drive to commit yourself to a challenging and rewarding role; we invite you to review our current vacancies.

ABOUT US

The Salvation Army is one of Australia’s largest and most-loved charities, helping thousands of Australians every year find hope in the midst of all kinds of personal hardship. The Salvation Army offers the opportunity to use your skills and expertise to make a real difference in the lives of people who need help most.

The No Interest Loan Scheme (NILS) offers no interest loans with a specific philosophy based on social justice principles. NILS Programs offers an alternative to people facing barriers in accessing low level credit on fair and reasonable terms and have a commitment to upholding an individual’s dignity and respect with the loan payment arrangements being based on a person’s capacity to repay for the purchased of essential household appliances.

Role Capabilities

Show Respect
- Recognises and respects differences in culture, style and viewpoint
- Responds in culturally appropriate ways
- Actively and calmly works to solve problems and resolve conflicts

Display Resilience
- Is flexible, adaptable and maintains appropriate self-care
- Constructively raises and works through issues and challenges and seeks alternative solutions
- Keeps control of own emotions and remains calm in the face of challenging situations
- Displays an optimistic approach to work

Communicate Effectively
- Clarifies own understanding
- Monitors own and others’ non-verbal cues and adapts where necessary
- Clearly explains complex concepts and arguments to create shared understanding with individuals and groups
- Requests and provides information in well written formats
- Causes understanding in others by developing logical and well-reasoned arguments

Influence Others
- Utilises facts, knowledge and experience to support recommendations
- Respectfully provides own point of view and works to understand the perspectives of others
- Identifies others’ concerns and expectations
- Works towards solution-focused and mutually satisfactory outcomes
- Demonstrates compassion, empathy, sensitivity and understanding in resolving conflicts and differences
- Manages challenging relations with internal and external stakeholders

Focus on People we Serve
- Is mindful of the impact of own role on those TSA serves in the community
- Applies policies for the protection of confidentiality of people
- Provides service appropriately and responsively to the needs of people
- Recognises the need for referral and takes appropriate action
- Advocates and negotiates effectively for people
- Confirms satisfaction with services and addresses or escalates complaints

Key tasks of the Role

Key Activities & Expected Outputs and measures

Interview clients, maintain appropriate records and refer to appropriate personnel
- Interview clients whilst respecting client boundaries
- Maintain privacy of the clients
- Maintain appropriate case notes through clear, concise and factual records of conversations
- Client service provided within scope of the NILS worker’s role
- Notes accurately reflect the conversation and requirements of the client
- Maintain non argumentative approach at all times

Meet client needs
- Inform applicants of Centre policy & resources, including privacy & confidentiality and data collection
- Conduct interview within guidelines and program resources
- Advocate on behalf of client and provides relative information on other services or refers to appropriate support
- Adopt a holistic client centred approach incorporating our mission values to identify deeper issues that impact on clients and provides support options
- Obtain client’s written permission on ” Release of Information” prior to advocacy, referral or contact with other service providers
- Assist with administration duties, data entry and telephone enquiries
- Serve clients promptly and in a courteous and respectful manner and ensure clients leave satisfied with assistance provided
- Data entry accurately reflects assistance provided
- Positive client feedback through evaluation forms
- Complaints and Compliments data is collected
- Copies are stored in a secure location on site

Maintain records within confidentiality and privacy guidelines
- Record changes to client situations, current issues and details of interview outcome on clients file
- Maintain strict confidentiality in regard to client information
- All hardcopies are stored in a secure location

Provide quality customer service
- Provide empathetic client service
- Listen and ask appropriate questions without making judgements
- Minimise client complaints

Maintain a safe and healthy environment
- Monitor and address any health and safety concerns within the premises
- Report any potential health and safety