This position is permanent part time with an FTE of 0.6 (45.6 hours per fortnight).

Accordwest believes ‘Every Story Matters’, not just for our clients, but for our employees as well.

About Accordwest

Located and servicing people across the coastal and inland regions of the Southwest, the Gnaala Karla Booja of the Noongar nation, Accordwest is a not for profit (NPO) with a passion for helping our clients become more engaged, connected, and resilient, so they can go on to live strong, independent, and meaningful lives.

This Opportunity

In this role, you will be responsible for providing high-quality front-of-house and client services, ensuring that every client interaction is positive and welcoming.

Key duties include responding to client inquiries, managing a busy reception area, delivering the Emergency Relief Program, and maintaining data in compliance with policies and procedures. Additionally, you will be involved in outreach support and developing stakeholder relationships with communities in the South West, collaborating with colleagues to share knowledge and ideas, support the internal network, and participate in personal and professional development.

The ideal candidate will possess excellent communication and interpersonal skills, be empathetic and non-judgemental, and have strong organisational abilities. Experience in client services or a front-of-house role is preferred. This position offers the opportunity to make a significant impact on the lives of our clients and communities in the South West while working in a supportive and collaborative environment. If you are passionate about providing exceptional client services and fostering community relationships, we encourage you to apply.

Key Role Responsibilities

• Work collaboratively, using a strengths-based, person-centred approach, to deliver high supports and communicate any service delivery requirements or concerns to the line manager.
• Undertake client intake and referral process using Accordwest’s procedures, in conjunction with the Senior Client Service Officer and Service Leaders.
• Provide mobile, outreach and office-based case management supports to individuals and families.
• Ensure compliance with Accordwest’s case management practice standards, including equity in workloads across the team and achievement of service targets.
• Ensure all stakeholders are aware of the organisation’s consumer feedback mechanisms and procedures. Act on feedback in accordance with the Consumer Feedback Policy & Procedures.
• Activate urgent notifications, safety planning, responses, and referrals as required to ensure client safety in situations of distress or when warranted by ongoing risk assessments.
• Participate in operational supervision, case management and team meetings to share relevant information, practice development improvements and learnings to ensure consistent service delivery across the team and foster a culture of continuous improvement.
• Maintain accurate records of client data, prepare professional case notes, reports, and correspondence, and contribute to service reporting requirements.
• Work with clients and their families to proactively assist clients to meet their needs, in a supportive manner.
• Where required, conduct risk assessments, and minimise risks which arise from crisis situations and delivering services to vulnerable people.
• Foster and promote a collaborative, initiative-taking service delivery model across the team.

Essential requirements

• Qualifications or further training in Administration, Business, Human or Community Services, or equivalent work experience.
• Demonstrated experience in a fast-paced office environment.
• Demonstrated experience in a reception and client services environment.
• High level of administration experience combined with demonstrated continuous improvement.
• End to end provision of direction and support to the Client Services team.

How to Apply

Please submit your resume and a covering letter addressing the Essential requirements in relation to the position. Only shortlisted candidates will be contacted.

Applications will be held for a period of 3 months - after this time applicants are encouraged to re-apply.

Each of our staff members bring a diversity of skills, experience, and open enthusiasm to listen, learn and build on the vision of Accordwest. We are committed to building a diverse and inclusive workforce and encourage people from all backgrounds and abilities to apply.

If you would like any more information about the role, please contact Tegan [email protected]