Senior Policy & Projects Officer, Client Intake & Inclusion

Improve client experience and engagement by leading and supporting key projects.
Job Details
VLA Logo
Department: Victoria Legal Aid
Work Type: Fixed term - part time
Job Function: Consulting and Strategy
Classification: VLA4
Work Location: Melbourne - CBD
Reference: VG/0373
Closing Date: 21-Dec-2018
Salary Range: $86,915 - $108,642
Job Duration: N/A
Attachments: Senior Policy & Projects Officer, Client Intake & Inclusion - Candidate Application Form.docx (Word, 271KB)


Senior Policy & Projects Officer, Client Intake & Inclusion - PD.pdf (PDF, 131KB)


Contact: Carman Parsons, Manager, Client Intake and Inclusion
(03) 9269 0373

Position Details

  • Part time (four days/week) maximum term contract (12 months)
  • Salary commensurate with experience, range: $86,915 - $108,642 plus superannuation (pro rata)
  • Attractive employee benefits including salary packaging

About the role:
The Senior Policy and Projects Officer will lead and support projects and coordination activities which focus on improving client experience and engagement. You will join a small team working on some exciting change projects including:

  • Leading an organisational response to our client satisfaction survey and helping to develop a client engagement and participation framework for VLA.
  • Supporting continuous improvement of intake and referral processes within VLA and the broader legal assistance sector.
  • Supporting implementation of a new approach to identifying and responding to priority and capability of clients.

About you:
You enjoy helping lead change to enhance systems and helping busy service environments embrace changes which improve client experience and outcomes. You're a skilled relationship-builder with experience in project management , stakeholder engagement and communicating ideas and practices (in writing and verbally) succinctly, visually and influentially. You know that leading change which improves the experience of service users involves listening, coaching and patience.

You embrace different ways of approaching organisational challenges, for instance agile, human centred design, client experience and engagement strategies and process improvement strategies. You think laterally and creatively to come up with strategies and solutions as part of a nimble, innovative and influential team supporting the work of a major legal service provider operating across Victoria and working closely with partner agencies.

Ideally, you have a tertiary qualification in policy, project management, law, community development, design, IT or a related field with knowledge and experience in human-centred design, improvement methodologies (e.g. agile, the double diamond process and rapid prototyping) and data analysis.

Employee benefits:
We offer attractive employment benefits including salary packaging (making part of your salary tax-free and increasing take-home pay), flexible working arrangements, family friendly policies and opportunities for professional development. The work is both challenging and rewarding and our staff are supported by experienced and capable managers as well as a range of internal departments and programs committed to staff safety and development. VLA has a friendly and inclusive culture of people working to make a difference in the lives of disadvantaged Victorians.

How to apply:
Submit a current resume and completed Candidate Application Form addressing the specified key selection criteria. Separate responses to all of the key selection criteria outlined in the position description are not required. You must complete the candidate application form to be considered for this role.

For further information review the attached position description or contact Carman Parsons, Manager Intake & Inclusion on (03) 9269 0373.

No agency applications will be accepted.

Closing date for applications: 11.59pm Friday 21 December 2018.


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