• To interview clients on a one on one basis to address their needs, always being aware of the client’s right to privacy and confidentiality. • To identify and assess client’s requests/needs face to face or by phone, by providing crisis intervention, advocacy and negotiation support as required and as appropriate. • Where necessary to supply a referral for clients to access the nearest appropriate agencies that can provide assistance and support to best meet their needs. • To assist with reception duties as needed. • To maintain up to date client case notes and files. • To keep accurate statistics via the CISVIC Portal Database system. • Recognise the boundaries and parameters of a volunteer when working in a Community Information Centre. • General Duties may include: fruit & vegetable packing, bread packing, food parcel packing. • Maintain COVID 19 compliance. • To be available for interviewing duties on a regular basis (one session per week). • To have read, understood and agreed to comply with the policies and procedures of the agency. • To have an understanding of legislation for example, the Occupational Health & Safety responsibilities that impact on the role of the interviewer and the agency. • To work co-operatively with other staff members providing support and assistance where necessary and appropriate.

INFORMATION PROVISION • To provide accurate up to date information to clients by accessing the agency’s internal information database and resources - i.e: Internet, written material, and resource books as listed and shown on the database. • To provide feedback about appropriate possible referrals to the Information & Communications Officer for research and development.

ADMINISTRATIVE • To accurately record details of enquiries handled via case record sheets, statistical collection forms and other information collection forms as required.
• Data entry of statistics on the database system. • To follow established administrative agency procedures as per the agency requirements.

PROFESSIONAL DEVELOPMENT • To maintain an up to date knowledge of issues and developments that impact on the clients and the broader community by attending in-house and external training sessions. • Knox Infolink will host 5 training and information sessions per year. Volunteers are encouraged to attend as many as possible throughout the year. • Volunteers are required to attend 4 training sessions throughout the year, which could combine in-house and those offered by our peak body CISVIC, that are appropriate to the volunteering role which is being undertaken.

SELECTION CRITERIA ESSENTIAL • To be able to work co-operatively with other staff. • To demonstrate empathy and non-judgemental attitude to clients, staff and volunteers at all times. • To have experience with Computer and Data entry. • To have good communication skills both face to face and over the telephone. • To possess literacy and writing skills to an administrative level as required by the agency. • To have good self-management skills. • To be able to remain calm in a busy work environment. • To be tolerant and able to relate to people from various socio economic levels and cultural backgrounds. • To be willing to develop new skills as needed. • To be willing to participate in Professional development and training sessions as required by the agency to maintain relevant knowledge base.

DESIRABLE • A sense of humour • To be able to undertake and accept change • To be adaptable and flexible

QUALIFICATIONS REQUIRED To have undertaken and successfully completed the accredited CHCCCS004- Community Support Workers Course (Assessing co-existing needs).

HOURS OF WORK AND CONDITIONS: Negotiated with the Centre Manager or ER Coordinator, a minimum of one shift per week for a commitment of 12 months. Shifts are Monday to Thursday Morning: 9:45 am – 12.45 pm Afternoon: 12.45 pm – 3.30 pm

APPRAISAL: To assist with agency planning and evaluation all staff and volunteer are required to participate in the annual appraisal process.

PERIOD OF APPOINTMENT This position is subject to a three-month probationary period with a review at six months’ anniversary (or in-line with Centre Annual Appraisal Process) for a minimum commitment of 12 months.

SECURITYCHECKS: All volunteers will be sked to undergo a Police Check and Working with Children’s Check before commencing with the Agency.