Client Support Officer

Client Support Officer
This is a newly created role offered as a six-month contract position.

Under the supervision of the TEWLS Client Support Lead, the Client Support Officer will work within TEWLS' client support practice, focusing on enhancing TEWLS' integrated services to women and non-binary persons, including but not limited to DFSV safety planning, systems navigation assistance, and social supports.

Key Responsibilities:
Client Support: Providing wraparound social support services to TEWLS clients both in-house and at service outreach locations, including, but not limited to, DFSV safety planning, legal health check assessments, systems navigation assistance, and social support services, complementary to TEWLS' Legal Practice.
Performing client intake, including capturing and triaging enquiries from new and returning TEWLS clients received via phone, email and/or warm referral from referral agencies, making client appointments, and facilitating referrals to other agencies/service as required.
Providing efficient and effective customer service to clients, including making client bookings and contributing to the maintenance of the TEWLS electronic office diary.
Liaising with clients and agencies to obtain all necessary documents and information to enable effective provision of legal advice and/or assistance.
Assisting in acquiring and/or maintaining strong working relationships and knowledge of stakeholder roles and services available to clients.
Sensitively taking instructions from clients who have experienced DFSV, child sexual abuse and/or other forms of discrimination and abuse, and providing support, advice and referral options within a trauma-informed framework.
Community Legal Education:
In collaboration with the TEWLS Legal Practice and/or Client Support Practice, assisting in the planning and delivery community legal education (CLE) workshops and associated materials, as required.

Stakeholder Engagement and Service Promotion:
Representing TEWLS in a variety of public forums to promote the work of the service, including network meetings and consultations.

Assisting to develop and/or maintain relationships with key stakeholders to deliver outreach services to the community and assist in service promotion, with a focus on working in an integrated and collaborative manner.

Providing advice and support to other TEWLS staff in the planning and delivery of community-based activities.

Organisational Responsibilities:
Accurately capturing all legal and non-legal service data through TEWLS' internal data and file management systems.
Attending regular TEWLS staff meetings and planning day sessions as required.
Undertaking ongoing professional development in accordance with TEWLS' policies and procedures, and in consultation with allocated supervisor/s.
Participating in regular performance discussions and development reviews.
Ensuring compliance with TEWLS' policies and procedures.
Undertaking personal administrative duties within TEWLS as required. Read more