Intake Officer

knowmore legal service
CBD, Inner & Western Suburbs
Community Services & Development
Community Development
Part time
Posted 22d ago

knowmore legal service is currently seeking an Intake Officer to join our organisation within the community legal sector on a part-time, 4 day a week basis.  This is an opportunity for the right candidate to be part of a reputable organisation with fantastic career progression and professional development prospects. Attractive remuneration package and access to salary packaging. 

About knowmore

knowmore is a nation-wide independent community legal centre providing free legal information, advice, representation and referrals, education and systemic advocacy for victims and survivors of child abuse.

knowmore uses a multidisciplinary model bringing together lawyers, intake officers, social workers and counsellors, Aboriginal and Torres Strait Islander engagement advisors and financial counsellors to provide trauma-informed, client-centred and culturally safe legal assistance to clients. Services are provided through a national phone line and face-to-face services in key locations, supported by a comprehensive program of outreach and community engagement across Australia. knowmore currently has offices in Sydney, Melbourne, Brisbane, Adelaide and Perth.

About the Role

This vital client facing role will be the first point of contact for many survivors seeking assistance from knowmore. As such, Intake officers will deliver high-quality telephone and face to face services to provide clients with information about knowmore’s service delivery programs; gather relevant information from clients and work with them to understand their legal issues and rights; and to identify, prioritise and action clients’ legal and support needs through referrals to in-house and external services.

Intake officers will work closely with the Intake and Client Experience Manager and other team members delivering legal and support services, including cultural support, to provide clients with trauma-informed, effective and streamlined services.

Intake officers will also be an ongoing point of contact and liaison for existing clients, providing information and assisting with arrangements for further service delivery.

A client-centred approach and a commitment to ensuring high-quality services are provided to vulnerable people are essential.

Duties and Responsibilities are including but not limited to:

  • Provide accessible, responsive and effective intake services through telephone and face to face services (including on outreach), that ensure clients are able to engage effectively with the service and that clients’ legal and support needs are identified, prioritised and actioned appropriately. 
  • Work with clients to develop trust and safety, helping them identify their legal and support needs, documenting the results of contacts and assessing initial risk and safety issues. 
  • Evaluate client’s circumstances as to any need to expedite service delivery and ensuring urgent referral action is implemented when required. 
  • Ensure clients are supported in their engagement with the service through working collaboratively and cooperatively with clients and other knowmore staff. 
  • Support clients through making referrals, including warm referrals, to a range of other agencies and services to assist clients with their ongoing needs. 
  • Provide information about knowmore’s services and programs to a range of other, non-client callers, such as referring agencies and services & develop effective working relationships with key partners. 

Selection Criteria Qualifications

  • Demonstrated ability to engage effectively with clients who have been impacted by complex trauma and to provide appropriate, trauma-informed support. 
  • Knowledge and understanding of the dynamics, complexities and legal and social consequences of child sexual abuse. 
  • Demonstrated understanding of the issues affecting Aboriginal and Torres Strait Islander peoples and experience in providing culturally safe services to Aboriginal and Torres Strait Islander people and people from culturally and linguistically diverse backgrounds. 
  • Excellent organisational, time management and administrative skills that support the capacity to prioritise and manage a diverse range of client matters and tasks in an effective and timely way. 
  • Highly developed interpersonal skills with the proven ability to build effective relationships and communicate with a diverse range of people both internally and externally. 
  • An awareness of issues of confidentiality and privacy relating to clients of a legal service and the ability to act professionally and within the boundaries of knowmore’s practice.
  • Commitment to working within knowmore’s practice framework (trauma-informed culturally safe, person-centred). 
  • There are no mandatory qualifications for the role. A relevant tertiary qualification (or substantial progress towards such a qualification), may be advantageous. 

Location & Hours

  • The role is based in Perth
  • Part-time hours – 4 days per week
  • Ongoing contract – subject to the funding of the knowmore service.


A competitive salary commensurate with the not for profit sector is offered together with the availability of salary packaging to achieve a tax effective total salary package.  In addition to being a flexible workplace, knowmore offers 10.5% superannuation (0.5% above the SGC), a 37.5 hour working week and 4 weeks annual leave, including annual leave loading.

Employees have access to a training and development opportunities as well as our Employee Assistance Program.

Additionally, knowmore offers the ability to partially work from home to facilitate a balanced work life.

Meet Aunty Glendra

Aunty Glendra Stubbs is a Wiradjuri woman and an Aboriginal Engagement Advisor at knowmore. She has been supporting Aboriginal and Torres Strait Islander clients since knowmore began in 2013. In this video, Aunty Glendra shares her story about working at knowmore and supporting her clients on their journey. Video Link:

How to apply

Further Information about knowmore is available at

If this sounds like an opportunity you would be interested, please click ‘apply now’.

Your application must include:

  • A cover letter outlining why you are applying for this position and your responses to the key selection criteria (maximum of four pages)
  • A resume with your skills, experience and qualifications

Application closing date: 24 October at 12pm but the Interviews may be conducted as applications are received.

The role will be required to satisfactorily complete a National Police Records Check and a Working with Children Check.

Due to the volume of anticipated applications, only successful applicants will be contacted. Interviews will be conducted as applications are received.

At knowmore we acknowledge the value diversity brings. We welcome applications from workers of all ages, culturally and linguistically diverse backgrounds and Aboriginal and Torres Strait Islander People

Agencies please note: This recruitment assignment is being managed directly by knowmore. We do not require extra assistance at this time.

Employer questions

Your application will include the following questions:
  • Which of the following statements best describes your right to work in Australia?
  • What's your expected annual base salary?
  • How much notice are you required to give your current employer?

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