_{01st April, 2026}

Position: Centre Support Volunteer 
Program Area: Volunteer Program
Location: Auburn Centre for Community, 44A Macquarie Rd, Auburn
Purpose / Objective: Centre Support Volunteers are pivotal in ensuring clients remain supported and receive assistance with day-to-day questions. CSV’s play a key role in providing general advice and guidance to clients who may have questions about ASC services or processes in Australia.

The role focuses on ensuring clients are kept up-to-date, informed and remain supported with their enquiries while the Centre delivers services face to face or remotely.
Reports to: Volunteer Coordinator
Days and hours required per week: Wednesdays, 4-hour shift (10 AM to 2 PM)

Duties & Responsibilities

• Action enquiries on the Centre Support job log. These are requests submitted by staff and volunteers through the Centre Support Form on the database.
• Respond to and action, as needed, emails received in the centresupport@ inbox
• Process Opal applications with Transport NSW
• Troubleshoot Opal enquiries from clients and escalate as necessary to Opal Management 
• Process Medicare Card applications and deal with Medicare-related enquiries
• Contact clients by telephone, email or SMS to clarify an enquiry, obtain more information or provide an update
• Troubleshooting technical issues clients may be experiencing with their devices
• Action the necessary in-house referral for client enquiries received. This may include a direct referral through the database to an ASC program, emailing a program or adding it onto a tracker spreadsheet
• Provide information and general advice using ASC fact sheets provided and taking the initiative to research information online, when required, if a fact sheet is not available 
• Provide information and advice when appropriate, in regards to service availability and ASC capacity
• Effectively communicate with clients from a range of backgrounds and English-speaking levels, often with the assistance of interpreters over the phone
• Adhere to escalation procedures specific to the Centre Support team when dealing with an urgent/crisis enquiry
• Research and special project work as needed.

Selection Criteria

• Experience in working with people from various backgrounds and cultures
• Comfortable using the Translating and Interpreting service to communicate with clients
• Advanced computer skills (confidence in using the internet, emails and Google products)
• Ability to work collaboratively with other staff and volunteers 
• Flexibility and willingness to take on extra tasks as appropriate
• Ability to adhere to policies in relation to code of conduct, boundaries and confidentiality.   

General Conditions

All ASC staff and volunteers are required to: 

• Adhere to ASC’s vision, purpose and values 
• Act at all times and adhere to ASC policies and procedures
• Demonstrate respectful and welcoming behaviour with all people at ASC in culturally appropriate ways
• Comply with ASC Work, Health and Safety systems 
• Comply with ASC Incident Management systems and emergency protocols 
• Comply with ASC Child Protection measures to determine suitability for working with children and young people. This includes a valid NSW Working with Children Check and a Statement of Prior Convictions. 
• Comply with relevant state/territory legislative requirements

How to apply: To express your interest in this role, please follow the below link. Please attach your resume and a brief blurb (cover letter) about yourself, your motivation and how you meet the selection criteria (found within the position description). Only applications with a resume and cover letter will be considered.

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