_{19th February, 2021}

Program Area: Service Delivery
Purpose / Objective:
Centre Support Volunteers (CSV) are pivotal in ensuring clients remain supported and receive assistance with day-to-day questions, particularly during this time of COVID19 impacts. 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 involves actively contacting clients by telephone, email or SMS to provide this advice or arranging a face-to-face appointment. It also involves actioning necessary referrals to ASC in-house programs or services externally. CSV’s focus on ensuring clients are kept up-to-date, informed and remain supported with their enquiries while ASC delivers services in-person and remotely.

Reports to: Volunteer Manager
Location: Becher House, Asylum Seekers Centre, 43 Bedford Street, Newtown. 

Days and hours required per week:
1 day per week, 5-hour shift (9:30-2:30 pm). Please let us know in your application if you would like to start later and finish later as well as your day of preference. 

Duties & Responsibilities:

• Action enquiries on the Centre Support job log. These are requests submitted by staff and volunteers through a request 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
• 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
• Intermediate 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.

Selection Process: If you are shortlisted for this role, our team will be in touch to discuss the next step in the application process and invite you for an interview. 

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 

Apply For Job