Office and Client Coordinator – Melbourne

Location: Melbourne

Full-time Fixed-term until 30 June 2027

Attractive Salary 12.5% Super Salary Packaging

About Knowmore

Knowmore is a nation-wide independent community legal centre providing free legal information advice representation and referrals financial counselling and systemic advocacy for victims and survivors of child sexual abuse. Since 2022 our service has expanded to provide legal advice and financial counselling for people applying to the Territories Stolen Generations Redress Scheme and free legal advice for survivors of child sexual abuse that are not eligible to apply to the National Redress Scheme. We continue to provide free legal advice and financial counselling in relation to the National Redress Scheme.

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 Perth and Darwin.

About the Role

As an Office and Client Coordinator you will have the responsibility of ensuring that the administrative activities within Knowmore run efficiently and that clients are welcomed and supported whether in person at the office or on the telephone.

This role reports directly to the Manager Client Services who has responsibility for the management of the role working collaboratively within the team to ensure overall support is provided to the offices.

Duties and Responsibilities:

Client Services & Frontline Support

Greet and assist walk-in clients assessing needs and determining appropriate support pathways (not telephone advice line)

Manage escalated or distressed clients using trauma-informed practices face to face and over the phone

Ensure office safety procedures are followed at all times

Identify triage and escalate imminent risks or psychosocial concerns to relevant managers

Book and maintain client meeting rooms

Provide appropriate hospitality to clients

Accurately record all client interactions in the database

Respond to a high volume of incoming calls maintaining organisational call response targets

Identify and triage enquiries as in-scope or out-of-scope

Provide general information and direct calls to appropriate staff or teams

Manage escalated or dysregulated clients including those with complex mental health needs and responding appropriately by following policies and procedures

Conduct initial screening questions for suicide risk assessment where required

Apply trauma-informed approaches and behaviour response plans when appropriate

Identify complex matters and triage to service delivery or legal teams

Maintain strict adherence to confidentiality policies

Escalate complaints or concerns to relevant managers

Provide feedback to management on gaps in client understanding or service delivery

Email & Correspondence Management

Manage high-volume national email inboxes

Triage and prioritise emails escalating urgent matters as required

Respond to or redirect client enquiries to appropriate staff

Ensure all correspondence and attachments are accurately saved in the database

Maintain high standards of record-keeping for legal and organisational requirements

Mail & File Coordination

Manage incoming mail by adhering to organisational policies and procedures.

Liaise with the legal team and archiving providers to coordinate file transfer requests

Ensure all contact and documentation is saved in the database

Team Coordination & Service Delivery Support

Work collaboratively within a multidisciplinary team

Support service delivery staff by following up queries and ensuring smooth operations

Provide support to the multi-disciplinary team as requested and provide back up with various tasks to the Paralegals when necessary

Assist with service delivery projects as directed by the line manager

Maintain and update OCC-related documents and resources

Office responsibilities

Manage and book all travel flights and accommodation ensuring itineraries align with budgets and proposals

Coordinate outreach travel logistics including schedules accommodation details and supporting documentation.

Manage and maintain office and kitchen supplies in line with organisational values and operational needs.

Undertake procurement activities including engaging and supporting Indigenous suppliers in line with the organisations Reconciliation Action Plan (RAP) objectives.

Liaise with external stakeholders to coordinate events and related activities.

Assist with the planning and delivery of internal organisational events.

Act as WHS committee member First Aid Officer and Fire Warden.

Ensure incidents are reported in line with WHS requirements

Maintain and promote adherence to duress procedures

Coordinate monthly WHS audits and arrange external testing where required

Liaise with building management regarding safety and maintenance issues

Liaise with IT to support office technology needs

Provide administrative and operational support to teams and executives responding to general enquiries routine tasks and urgent requests as required.

Coordinate onboarding and offboarding processes for staff

Liaise with the accounts team to support invoicing processes

Assist with financial reconciliations and ensure adherence to budgets

In addition to the responsibilities outlined above the role may include other duties to support team and organisational needs as reasonably directed.

Selection Criteria

Minimum Diploma in a relevant field required and 1 year full time work experience.

Maintain a high level of attention to detail in all activities but especially in record keeping data entry and filing.

Excellent organisational time management and administrative skills that support the capacity to prioritise and manage a diverse range of tasks in an effective and timely way.

Maintain high standards of discretion and show ability to handle difficult situations with tact and sensitivity and when appropriate refer to a more appropriate colleague.

Maintain a flexible collegial and professional approach to working within a multi-disciplinary team.

Maintain ability to work independently and also contribute positively as a part of a team.

Highly developed interpersonal skills with the proven ability to build effective relationships and communicate with a diverse range of people both internally and externally.

IT proficiency with proven ability to use Microsoft Office and systems for recording data and reporting.

Strong organisational and time management skills including the capacity to manage competing demands prioritise tasks and to find creative solutions.

Proactively manage own care and workload.

Benefits

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 addition to being a flexible workplace Knowmore offers 12% superannuation (0.5% above the SGC) annual leave loading additional leave at Christmas and many more generous benefits.

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

Meet Aunty Glendra

Aunty Glendra Stubbs is a Wiradjuri woman and Elder in Residence 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: to apply

Further Information about Knowmore is available at

For more information and to discuss your specific queries please contact

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 suitability to the key selection criteria

A resume with your skills experience and qualifications

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

We are committed to a trauma-informed and culturally safe approach walking alongside victim-survivors every step of the way.

We recognise and value the strength that diversity brings to our work. We strongly encourage applications from individuals of all ages with diverse lived experiences and backgrounds including Aboriginal and Torres Strait Islander peoples people from multicultural multifaith and linguistically diverse communities members of the LGBTQIA community and people with disability. Your unique perspective and voice are not only welcomethey are essential to the work we do.