Client Information Officer

2 weeks ago

Brisbane, Australia Legal Aid Full time

The role will work in consultation with Legal Aid Queensland's Information and Advice Services and legal practice staff to provide ongoing support and referral services to vulnerable clients.

**In this role you will**:

- Manage all incoming calls to the Client Assistance Service and provide information by telephone about legal processes, Legal Aid Queensland guidelines and referral agencies. You will need to have experience in communicating with persons with complex needs.
- Provide ongoing support and referral services to clients experiencing a range of vulnerabilities, and who have a broad range of engagement styles and life experiences.
- Utilise a flexible and responsive trauma informed and culturally safe approach to your work with clients.
- Assist clients to draft routine correspondence concerning grants of aid and ensure appropriate documentation and record keeping for all supports provided.
- Contribute to evidenced-based service improvement strategies, policies, procedures and guidelines relating to the Client Assistance Service to incorporate a trauma informed practice and cultural safety.
- Ensure all work complies with Legal Aid Queensland's Client Service Standards and meet all other corporate responsibilities including by actively participating in team planning and professional supervision.
- Participate in skill development processes, including call monitoring, on-the-job and group training.
- Help improve information databases by providing regular feedback on the information's appropriateness and use.
- Create and maintain a positive and efficient organisational image by providing outstanding client service by telephone or other means as required.
- Maintain a high standard of practice through governance and risk management.
- Model the values of respect, quality and accountability.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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