Aps 4 - Client Service Officer

**Position Overview**
Client service staff initiate, file and sort documents for which they also provide quality assurance and archiving functions. They assist in courtroom operations, facilitating flow through the courtroom and provide clients with information about issues such as how to address the Court and where they need to be at what time. Client service staff are aware of client security issues and act to assist and reassure clients in what can be a distressing and emotional time for them.
Client service staff provide case coordination to ensure the best service to clients by managing the effective and efficient progress of cases through the Courts. This assists clients to reach resolution of their family disputes while optimising the use of judicial and other resources.
Client service staff schedule cases, assign priority to cases and ensure they are ready to proceed to the next stage. Staff maintain positive relationships with clients and solicitors, contribute to the early resolution of cases and identify cases that require specialist attention or other intervention. Client service staff are proactive in the coordination of court events, including liaison with external clients, solicitors, professional staff, and other internal clients. They analyse and report on workflow and performance trends, making recommendations as necessary and perform the 'listing' function.

**Key Duties**
This role involves the supervision and management of a number of cases in close partnership with child dispute services staff and legal staff, supporting clients through the Court processes.
The Client Service Officer may be required to:

- provide information and advice relating to court services, procedures, processes and forms as well as external options to clients in order to provide clarity and understanding to enable clients to take informed and appropriate action in relation to their situation,
- ensure information is available in an accurate and timely fashion to support the best outcome by providing file management, and quality assurance from initiation of matters, data entry and processing through to use in proceedings and archiving,
- progress cases by providing administrative services in accordance with court processes, including receiving and reconciling court fees and charges,
- assist in the management of complex cases through the case management system,
- schedule and prioritise matters for hearing and other interventions to achieve the earliest possible resolution,
- liaise with a range of internal and external stakeholders including legal practitioners, community organisations and other service providers to assist the resolution of cases,
- manage and supervise a small team,
- collate, analyse and produce reports as required, and
- assist Registrars as required.

**Selection Criteria**
- A demonstrated record of success in the provision of service to clients involving working directly with the general public and a demonstrated understanding of and commitment to providing client focused services.
- Demonstrated working knowledge or clearly demonstrated capability to quickly acquire a sound working knowledge of court procedures, guidelines, policies and practice, including the computerised information systems used by the courts.
- Demonstrated effective organisational skills with the ability to work under pressure, achieve objectives, manage competing priorities and analyse and interpret data.
- Demonstrated ability to work well in a team, to act with integrity, use initiative, work unsupervised, model, coach and mentor for effective performance.
- Demonstrated capacity to communicate effectively both orally and in writing with people from a wide range of backgrounds, including clients, other staff members, the judiciary and senior management. This will include a proven ability to manage stressful and/or conflict situations in a professional manner, on a continual basis.

**Contact Officer**
- Aboriginal and Torres Strait Islander people are strongly encouraged to apply._