Aboriginal Identified

Aboriginal Identified
- Provide the first point of contact via telephone and chat for customers of LawAccess NSW by providing legal information and/or referral.
- 1x full-time/part-time roles
- Location: Parramatta and opportunity to work from home

This vacancy is an Aboriginal or Torres Strait Islander identified recruitment under Part 5, clause 26 of the Government Sector Employment (General) Rules 2014.

Legal Aid NSW considers that being Aboriginal or Torres Strait Islander is a genuine occupational qualification under Section 14 of the Anti-Discrimination Act 1977 (NSW). Applicants for this role must satisfy the Aboriginality criteria. Aboriginality is defined by descent through parentage, identification as being Aboriginal and being accepted in the community as such. In the pre-screening questions you will need to provide information on how you satisfy the Aboriginality criteria.

**WHY YOU SHOULD JOIN LEGAL AID NSW**

Legal Aid NSW is the largest legal aid agency in Australia, comprising of a Central Sydney office and 28 regional offices in metropolitan and regional centres across NSW including the two satellite offices located at Walgett and Bourke, and a number of specialist services and advice clinics. Working at Legal Aid NSW provides the opportunity to support people with disabilities, people from culturally and linguistically diverse backgrounds, women and children, Indigenous people and people with mental illness who may experience difficulties when enforcing and defending their rights.

We believe a workforce that reflects our clients is important in delivering a service that meets the needs of community and are proud to say we have the largest number of Aboriginal solicitors in any legal practice in NSW. We are aiming for 11% of all staff to be Aboriginal or Torres Strait Islander.

Legal Aid NSW is committed to providing culturally safe workplaces, actively engaging in culturally safe practices and to delivering culturally safe services to Aboriginal people and communities. Legal Aid NSW strives to be an organisation where Aboriginal people want to work, where we value Aboriginal voices and culture, and where we are on a journey of healing and learning together.

**ABOUT THE ROLE**

Reporting to the Team Leader, the responsibilities of Information Officer - Legal include:

- Providing timely and accurate legal information and referrals to members of the public through telephone and chat service channels.
- Developing and maintaining sound knowledge of legal information, analysing and responding to questions appropriately.
- Recording and maintaining accurate information regarding customer enquiries and assistance services.
- Participating in developing, maintaining and improving the Customer Relationship Management (CRM) database, LawAccess Online, legal information resources, referral protocols and office processes.
- Perform administrative, clerical or research duties.
- Law Access NSW utilises audio call recording for coaching and quality assurance purposes.

The core business hours of LawAccess NSW are 9.00am to 5.00pm, Monday to Friday.

**ABOUT YOU**

To be successful in this role you will have an understanding of the legal system and the legal issues confronted by customers. Your commitment to and experience in providing excellent customer service to a diverse range of customers is essential. You will possess excellent interpersonal skills, including verbal communication, negotiation and conflict resolution. You must demonstrate the ability to use initiative and problem solve, be a team player as well as be able to work individually. You must display resilience and emotional intelligence in challenging situations, and you must be able to work to a schedule / roster in line with LawAccess NSW contact centres performance standards.

**ESSENTIAL REQUIREMENTS**
- Aboriginality
- Willingness to undertake a Criminal Record Check and/or working with Children Check
- Fully vaccinated against COVID-19 prior to commencement

**HOW TO APPLY**

Applicants should read the Role Description and consider the Focus Capabilities and Key Accountabilities when preparing their resume and cover letter.

Applicants are requested to attach:

- current resume / curriculum vitae (CV) (maximum 5 pages)
- cover letter (maximum 2 pages) responding to the following two questions:

- **_You will work in a fast-paced contact centre environment as an Information Officer - Legal. A) Tell us about your previous customer service experience and how you personally ensured your customers had a positive experience, and B) Tell us about a time when this wasn't the case, and how you dealt with it?_**
- **_The role of information officer - Legal at LawAccess NSW requires you to work in a highly structured contact centre environment. Could you please provide an example which A) illustrates your strategies for adapting to a repetitive work environment and B) the type of work environment that you believe you will excel in?_**