Remuneration and Benefits

Level 6 SCHADS Award.

$106,397 - $111,092 per annum plus super of 12.75%

35-hour full-time work week

Four weeks of annual leave per annum plus leave loading

Two weeks paid leave during the Christmas closure.

All employees are eligible to salary sacrifice a portion of their base salary (up to $15,900).

An opportunity to make a difference

Caxton Community Legal Centre is a community legal centre whose purpose is to promote and protect human rights in Queensland through access to justice. Caxton provides accessible legal information so people know their rights and can prevent or respond to legal problems. Prioritising those who experience disadvantage, trauma and marginalisation, Caxton provides free, high-quality legal assistance and social supports.

Reporting to an Executive Management Team member, the Manager, Client Services leads the Client Services team who play a key role in Caxton's strategic objective of high quality, accessible, client and community focused services. This role provides direct services as well as leadership, supervision and support to a team of staff, students and volunteers.

Client Services is the first point of contact for many members of the community, not merely a pathway to the Centre’s legal and social support programs. It is a vital service that delivers impactful early intervention through prompt issue identification; trauma-informed and client-centered support; accurate legal information and referrals; and empowerment of clients to act early. The Manager ensures that the team operates with a commitment to human rights, cultural safety, and service excellence in a dynamic community and technological environment.

We are an engaged, passionate and talented group of lawyers, social support, staff and administrative staff with whom you are encouraged to collaborate with and learn from in order to meet our client’s needs

About you

Experienced leader in community, legal, health or social services with a tertiary qualification in a relevant field

Proven ability to manage and support frontline client service teams in high-demand environments, with a focus on team wellbeing and performance

Strong understanding of intake, triage, early intervention, and referral functions

Confident using data to inform service improvements and report on trends

Committed to trauma-informed, culturally safe, and client-centred service delivery

Excellent interpersonal and communication skills, with the ability to engage respectfully with vulnerable clients

Key accountabilities

Provide direct community and client services via rostered phone, reception and technology shifts to meet team and organisational deliverables.

Lead, supervise, train and support the Client Services team to deliver high quality, trauma-informed intake, triage, information, referral, reception and mail services

Line manage Client Services personnel

Appropriately negotiate with internal stakeholders and allocate resources to meet rostering needs, client expectations and overall deliverables

Identify and respond, including through collaboration, to emerging client needs and systemic access issues through Client Services strategies aligned with Caxton’s Theory of Change.

Ensure trauma-informed, culturally responsive, and human rights-based approaches are embedded in service delivery

Contribute to strategies that aim to improve Client Services staff and volunteer engagement, wellbeing and retention.

As a member of the Senior Management Team (SMT) contribute to Centre-wide innovations and practice improvements with a focus on client/community access, client experience and seamless pathways with legal and social support teams Review

Analyse client call, intake, wrap-up codes, and other client services program data produced by the Data Operations Team, and report to the SMT and EMT on trends, service performance, and recommendation

Essential requirements

Tertiary qualification in a relevant discipline (including but not limited to community services, social work, law or health)

Demonstrated experience in leading client service or intake functions in a legal, health or community service setting 

Strong understanding of early intervention principles related to the functions of intake, triage, information and referral services.

Experience in providing and leading service delivery for community/clients experiencing disadvantage, vulnerability or complex needs, utilising and promoting person centered, trauma informed approaches

Advanced level of interpersonal, leadership and team management skills including the ability to work respectfully with people experiencing vulnerability or crisis

High level of computer literacy and competency in major administration software packages such as Microsoft (Outlook, Excel, Word) and SharePoint

Ability to ‘think on your feet' and work independently in the absence of specific instruction

Excellent time management skills and the ability to multi-task and meet relevant deadlines

Ability to appropriately deal with sensitive and highly confidential information with a high level of integrity, tact, discretion and judgement

High level attention to detail

How to apply

If you are interested in joining a team who are highly committed to social justice and value diversity and human rights, please apply by providing a 1-2 page cover letter addressing the key accountabilities and your CV, for the attention of Damian Kelleher, COO.