Department / Administration
Reporting To / Chief Executive Officer
Organisation / Midland Information, Debt & Legal Advocacy Service (Inc) (MIDLAS)
MIDLAS is an Equal Opportunity Employer
MIDLAS aims to empower disadvantaged and vulnerable people within our community who are experiencing distress by providing them with free services and confidential: information, advocacy, options, referral and support so they can achieve a better way of life.
FREE professional services include: Financial Service, Tenancy Service, Disability Service, Legal Service for victims of Domestic Violence, Emergency Relief, Information & Referral.
Location / Suite 4 / 8-12 Stafford Street, Midland, Western Australia 6056
The Administration Officer Position is subject to continued State/Commonwealth funding.
KEY AREAS
Reception
& Front Desk
Client
Service
& Intake / Open and closure of the main reception area each day, including:
Morning: Open and prepare main reception area, place MIDLAS signs outside, place disability ramp in place, retrieve and forward telephone messages from answer machine;
Afternoon: Close and lock up main reception area, bring MIDLAS signs inside, place telephone answering machine on ‘night mode’. Ensure lights and air conditioning unit are turned off;
Ensure main reception area, interview rooms and board room are clean and tidy, all computers turned off;
Greet and welcome all visitors and customers who attend MIDLAS in a friendly, professional manner;
Answer all incoming telephone enquiries in a friendly and professional manner;
Replenish brochure/pamphlet display as required;
Take initial enquiries from clients either over the telephone or in person
Determine which service area the client requires
Record relevant client details on client intake sheet and book appointments with appropriate service area/s using Outlook calendar
Enter client details onto MIDLAS Client Data Base
Offer information and referral options if appropriate
Management of Conflict of Interest Register
Administration / Coordination and management of:
Incoming and outgoing mail;
Reception Roster;
Service information and referral agency information is documented and updated on an ongoing basis;
Administration and front reception processes and systems – documented and updated on an ongoing basis in accordance with MIDLAS policies and procedures;
Current filing system and archived files including destruction of files;
Support staff and volunteers’ development by assisting all staff and volunteers become adequately skilled and trained in all aspects of the administration processes;
Emergency
Relief
Reporting
Compliance / Coordinate and manage of all aspects of Emergency Relief
including Emergency Relief Register
Upload data and referral statistics onto database and report generation;
Ensure that all statistical information is recorded, stored and filed in accordance with legal requirements and in conjunction with MIDLAS’ policies and procedures;
Understand and abide by all aspects of the Staff Code of Conduct and Staff Employment Manual;
Understand and follow all MIDLAS Policies & Procedures, laws and funding body requirements;
Abide by relevant funding agreements for appropriate service area;
Actively participate in all aspects of Quality Assurance including:
National Disability Advocacy Program standards;
MIDLAS Disability Access & Inclusion Plan;
Community Legal Centre Cross Check - Community Legal Centre's Risk; Management Guide (Chapter 2)
NACLCA QA;
Occupational
Health & Safety / All employees must abide by the Occupational Health & Safety Policy Number 3.8.1: MIDLAS aims to promote and maintain the highest degree of physical, mental and social well-being of all individuals in the workplace. MIDLAS will comply with all relevant federal and state legislation to ensure a safe workplace. Everyone has a responsibility to ensure a safe workplace by implementing safe systems of work;
All health and safety hazards and risks must be reported to the Occupational Health & Safety Officer
Team / Be an active participant at monthly team meetings;
Demonstrate MIDLAS’s values in conjunction with the Staff Code of Conduct;
Maintain confidentiality and discretion at all times
Professional
Development / Attend Professional Development as agreed and approved by Chief Executive Officer;
Actively participate in all in-house Professional Development, staff re-inductions, information sessions, and team building activities;
Actively participate in Equal Employment Opportunity, Cultural Awareness, Dealing with Difficult/Aggressive Clients training
Social Media / Participate in content planning sessions;
Compile fact sheets and blogs;
Report trends and information;
Present in front of camera to interview others, share MIDLAS success stories, explain concepts, options and possible consequences etc.;
Review and recommend changes to all social media platforms and website;
Participate in social media training
Organisational / Other duties as required by your supervisor.
SELECTION
CRITERIA
Experience: / Management of front desk/reception duties;
Maintaining a multi-platform module database;
Administration in a customer focused environment;
Working in a professional team environment;
Providing services to disadvantaged, vulnerable and distressed clients, including those from a culturally diverse background;
Working autonomously as well as being an effective, positive team member;
Multi-tasking in a busy office environment
Skills:
Be proactive and self-motivated;
Possess a dedicated work ethic;
Have an enthusiastic approach, positive outlook and friendly disposition;
Possess intermediate to advanced computer skills with Microsoft Office and internet research;
Possess excellent negotiation and customer service skills;
Good written and verbal communication skills;
Accuracy and attention to detail;
Effective time management and organisational skills
Qualifications / Certificate III or IV Community Services or Business Administration (or working towards) would be favourable but not essential as training will be provided.
Special Requirements
Provision of a clear Police Clearance Certificate
LIMITATION OF AUTHORITY:
The Administration Officer is authorised to take any reasonable action necessary to achieve the requirements contained in this Job Description, provided such action is within the framework of policies and procedures of MIDLAS and any other specific directives of the Chief Executive Officer.
Employee:
Date:
Chief Executive Officer:
Date:
Position Description – Receptionist Reviewed May 2014