_{18th December, 2024}

Position: Centre Support Volunteer 
Program Area: Volunteer Program
Location: 43 Bedford Street, Newtown
Purpose / Objective
Centre Support Volunteers (CSVs) are pivotal in ensuring clients remain supported and receive assistance with day-to-day questions. CSVs play a key role in providing general advice and guidance to clients who may have questions about the Asylum Seekers Centre's (ASC) services or processes in Australia.

The role involves actively interacting with clients face-to-face or contacting them by telephone, email or SMS to provide advice, as well as doing the necessary in-house referral to ASC programs when relevant. The CSVs focus is on ensuring clients are kept up to date, informed and remain supported with their enquiries. 

Reports to: Volunteer Coordinator

Days and hours required per week:

Monday, Wednesday, or Friday  9.30 am to 2.30 pm (Newtown)


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 centre support email.
• 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
• 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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