Canberra Community Law (CCL) is an independent community legal centre. CCL provides flexible and accessible legal services free of charge to people facing financial disadvantage or other barriers to accessing the justice system. CCL has been part of the Canberra Community for 40 years. During this time, CCL has responded to the changing and increasing legal demand in the ACT with trauma-informed and culturally sensitive and holistic legal services. CCL's Programs provide targeted legal services and support that empower both our clients and the broader community to live a better quality of life.
CCL works in collaboration with social support services, other community based legal services and with Commonwealth and Territory government to realise our vision of a fair and thriving community. We are the only free legal service in the ACT that specialises in social housing, social security, disability, race discrimination and homelessness law.
CCL's legal team collaborates with our Disability Justice Liaison Officer to support clients with disability and other access needs to access our services and legal processes. CCL's legal team also works with a Social Worker through our Socio-Legal Practice Clinic (SLP Clinic) to offer intensive support to people who have multiple barriers to resolving their legal issues.
CCL operates a range of specialist legal services for specific groups facing systemic barriers to justice including our Dhurrawang Aboriginal Human Rights Program, Mental Health Justice Clinic, Parachute and Street Law.
CCL also undertakes community legal education and law reform work and is a leading voice for change in the ACT and region.
For further information about CCL, please visit our website at
Position Identification
Position Title: Client Services and Intake Officer
Direct Report To: Senior Client Services and Intake Officer but ultimately accountable to CCL's Executive Director/Principal Solicitor
Employment Status: Permanent (subject to ongoing funding), Full Time (37.5 hours per week)
Employment Conditions: Employed Under the Community Sector Multiple Enterprise Agreement (ACT) 2014-2018
Salary: $74 040.34 to $77 797.17 (Salary Grade CS3) (depending on experience) per annum, pro rata + superannuation + salary packaging options.
Generous leave provisions including extra paid leave over Christmas.
Opportunities for Professional Development.
Workplace culture, which is dedicated, collaborative and dynamic.
The Client Services and Intake Officer works as part of CCL's front office team and supports CCL's full time Senior Client Services and Intake Officer to provide high quality administration and front-line services to CCL's staff and clients.
The Client Services and Intake Officer is the first point of contact between clients, referrers and CCL. The focus of this position is to undertake reception duties, conduct client intake and triage, manage CCL's info email box and undertake general administrative duties.
Main Duties/Responsibilities
Reception duties including answering calls, returning calls, transcribing voice mail messages and assisting clients who attend CCL office. Booking client appointments/confirming client appointments. Providing accessible, efficient and effective intake services to those seeking assistance including information provision, initial legal needs identification and risk assessment. Triaging calls in accordance with CCL's guidelines and entering into CCL's database. Providing clear, accurate and up to date information and referrals to clients as needed and document referrals in CCL's database. Providing high quality administrative support including managing CCL's info email box, opening and closing client files, processing of incoming mail, photocopying and scanning, and taking minutes of CCL's meetings. General office maintenance including keeping the reception and front office tidy. Allocating work to and supervising volunteers as required. Complying with CCL's policies and procedures. Providing day to day IT support to CCL's staff as needed. Work collaboratively with colleagues to deliver a positive experience for clients. Other relevant duties as directed by the Executive Director/Principal Solicitor. Selection Criteria
Excellent verbal and written communication skills. Demonstrated ability to successfully provide front line services to clients experiencing disadvantage, vulnerability and/or complex needs. Proficiency in the use of IT systems such as Microsoft (Outlook, Word, SharePoint), client management systems and databases. Highly developed organisational skills and the ability to manage competing workloads under pressure. Demonstrated ability to work efficiently as part of a team, to follow directions and to work independently. Demonstrated ability to work collaboratively and constructively with colleagues. Demonstrated commitment to social justice and human rights. Ability to supervise volunteers. Holder of a current Working with Vulnerable People Card. Holder of a Driver's Licence. Experience in a similar role in the not-for-profit sector.
Aboriginal and Torres Strait Islander people are encouraged to apply.
People with lived experience of disability are encouraged to apply.
How to apply
Applications should be addressed to the Executive Director/Principal Solicitor, Canberra Community Law and include a cover letter , resume and statement addressing the selection criteria . Applications which do not address the selection criteria will not be considered.
Short listing for interviews and selection will be based on responses to the selection criteria.
Applications should be submitted by email to
If you have any queries regarding this position, please contact Genevieve Bolton on (02) 6218 7922 or via
Closing Date for Applications is Monday 27 January 2025
#J-18808-Ljbffr