Legal Aid NSW is the largest legal aid agency in Australia, comprising a Central Sydney office and 25 regional offices in metropolitan and regional centres across NSW and a number of specialist services and advice clinics. It was established under the Legal Aid Commission Act 1979 as an independent authority to assist economically and socially disadvantaged people to understand and protect their rights in the legal system. People with disabilities, from people from culturally and linguistically diverse backgrounds, women and children, Indigenous people and people with mental illness are some of the groups who may experience difficulties when enforcing and defending their rights.
Working in partnership with private lawyers, Legal Aid NSW provides legal advice, information and minor assistance and legal representation to eligible people in many areas of law. Legal Aid NSW also provides alternative dispute resolution services, community legal education programs, and publications on legal issues.
About The Role
Reporting to the Team Leader, the Information Officer – Legal’s responsibilities include:
- Providing timely and accurate legal information and referrals to members of the public
- 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
- LawAccess NSW utilises audio call recording for coaching and quality assurance purposes.
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 be able to w ork to a schedule / roster in line with LawAccess NSW contact centre’s performance standards.
Essential Requirements
Willingness to undertake a Criminal Record Check and/or working with Children Check.
Hold Australian or NZ citizenship, Australian Permanent Resident or hold a valid working visa (delete if ongoing)
How To Apply
Applications MUST be submitted online through www.iworkfor.nsw.gov.au to be considered. No late applications will be accepted.
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:
- Please give an example when you provided excellent customer service in a high pressure environment. What was the outcome?
- Describe a time when you took action to provide quick and thorough service in response to an internal/external customer request or problem. What was the outcome?
Please save your CV and Cover Letter as ‘LAST NAME, First Name – CV/Cover letter’.
The selection process will include a range of comparative assessment techniques to assist in determining capability and suitability for the role.
This recruitment will be used to fill any current vacancies and may be used to create a Talent Pool for similar future temporary or ongoing vacancies that may arise over the next 18 months.
OUR COMMITMENT TO DIVERSITY AND INCLUSION
Legal Aid NSW welcomes applicants from diverse backgrounds, including people with disability, Aboriginal and Torres Strait Islander people, the LGBTI community, culturally diverse people and other diverse communities.
Legal Aid NSW provides dignified access to accommodate the diverse needs of our community. We acknowledge and support the access needs of people with visible and invisible disabilities, as such all of our offices are accessible.
If you require a reasonable adjustment in order to participate in the recruitment process, or you are looking for general information about our reasonable adjustment process, please contact our team via email, and advise your preferred method of communication: [email protected] .
FURTHER INFORMATION
- Temporary (35HPW) Opportunity up to 12 months
- Enquiries: Jaslin Sandhu on (02) 8833 3160 or [email protected]
- Applying for a Role
- Working at Legal Aid NSW
To ensure recruitment at Legal Aid NSW continues without interruption during the COVID-19 pandemic, virtual methods may be used for interviews and assessments. This may include interviews conducted by video, telephone interviewing, Microsoft Teams meetings and online assessments.
