Intake Transition Support Manager

Motivated Manager to actively shape the improvement of Legal Help’s intake and information service delivery at VLA.
Job Details
VLA Logo
Department: Victoria Legal Aid
Work Type: Fixed term - full time
Job Function: Customer Service / Call Centre
Classification: VLA5 - V5AO8C
Work Location: Melbourne - CBD
Closing Date: 19-Jun-2024
Salary Range: $123,625 - $157,340
Job Duration: up to 6 months
Attachments: Intake Transition Support Manager - PD.docx (Word, 243KB)
Job Specification

Intake Transition Support Manager #TBC - Candidate application form.docx (Word, 233KB)
Key Selection Criteria

Contact: Sharon Ryan, Manager, Legal Help Reform

Position Details

  • Full time maximum term position up to 6 months
  • Salary based on experience, range: $123,625 - $157,340 plus super
  • Up to $15,900 in salary packaging and hybrid WFH & office model

About the role:
Collaborate with other members of the Legal Help program leadership team, the Reform Implementation Team at Victoria Legal Aid (VLA) and external stakeholders to plan and implement reforms to Legal Help's intake, assessment, information, and referral policies. Work towards closer integration with other VLA entry points. Evaluate the effectiveness of changes made to Legal Help's intake service delivery model by establishing measurable metrics for continuous improvement.

Provide strong leadership to drive change and cultivate a client focused, collaborative, and high-performance culture within the organization. Analyse service delivery data to identify trends and make informed decisions on how to enhance service outcomes. Develop and implement training programs to improve team skills and knowledge in intake, assessment, information, and referral functions.

This role is based at our Melbourne CBD office on Wurundjeri Country.

About you:
As our ideal candidate, you will possess:

  • Expertise in managing high-volume, large-scale multichannel services and/or complex helplines.
  • Commitment to prioritizing client needs with the ability to efficiently navigate between operational tasks and strategic thinking.
  • In effectively expanding a client focused service with high volume and leading a team through transitions to meet performance objectives.
  • Strong interpersonal skills at a senior level, including proven leadership capabilities, effective communication, consultation, and collaboration with both internal teams and external stakeholders.
  • Effectively fostering team culture and performance, while fostering an operational environment of inclusivity and ongoing enhancement.

Don't meet every requirement? At VLA, we understand that your work and life experiences can be just as valuable. If you're excited about this role but your CV doesn't align perfectly with our job description, we encourage you to apply anyway. You may be just the right candidate for this or one of our many other opportunities.

About Victoria Legal Aid:
We provide legal representation to those who need it most. With over 1000 staff employed in 15 offices across Victoria, we help people with their legal problems by providing information, advice and education with a focus on the prevention and early resolution of legal problems.

Our clients come from all walks of life and so do we. We hire great people from a wide variety of backgrounds and foster a work culture that's inclusive as well as diverse. Your unique ideas and perspectives are valued so that we best represent the people we serve.

Employee benefits:

  • Focus on work-life balance including flexible working arrangements
  • Hybrid work from home & office model
  • Training and professional development opportunities
  • Excellent salary packaging options including General Expenses up to $15,900, Meals & Entertainment up to $2,650 and Novated Leasing
  • Opportunity to join Myki Commuter Club(and salary package the cost)
  • Supportive team environment in modern offices (including free gym and end-of-trip facilities at our CBD office)

How to apply:
To be considered for this role, please submit a current resume and completed candidate application form (listed within the file attachments).

If you require adjustment to the recruitment and selection process or need an alternative format to any of the application material, please don't hesitate to get in touch with our team.

For further information review the attached position description or contact Sharon Ryan, Manager, Legal Help Reform on 0450 906 855.

No agency applications will be accepted.

Applications close by 11.59pm on Wednesday 19 June 2024.

Other relevant information:
It is a requirement that staff attend for office-based days at their primary work location. In line with this requirement, interstate applications will be considered only where the candidate is able and willing to relocate to Victoria, unless part of a border community.

VLA is committed to putting the safety and wellbeing of children first.

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