Volunteer Intake Officer
Join our team as a Volunteer Intake Officer at Redfern Legal Centre
Be the first point of contact for people seeking legal help, gain hands-on experience in client intake and legal triage.
Redfern based
Reports to: Intake Manager and Intake Supervisor
Position Overview
Volunteer Intake Officers are the first point of contact for members of the public seeking legal assistance. The role is essential in managing a high volume of enquiries, assessing eligibility for RLC services, booking appointments, and providing legal information and referrals. The position provides practical experience in legal triage, communication, and client support. Volunteer Intake Officers are trained and supervised by the Intake Team.
Intake Team
The Intake Team is responsible for managing incoming enquiries, determining eligibility for services, triaging urgent matters, providing appropriate information or referrals, and supporting the legal practice teams through effective client intake systems. The team also oversees the recruitment, training, and coordination of Volunteer Intake Officers.
Position Responsibilities
Answer and manage incoming phone calls from members of the public seeking legal assistance
Conduct intake interviews, triage enquiries and identify urgent matters
Provide clear referrals to other services when RLC is unable to assist
Schedule client appointments and gather supporting documents
Maintain accurate and professional file notes
Maintain confidentiality and a high standard of professionalism
Follow internal communication protocols, referral procedures, and intake workflows
Knowledge, skills and experience
Enrolment in a law degree or other relevant experience
Interest in social justice and working with people experiencing complex vulnerabilities
Strong verbal and written communication skills, including the ability to communicate with clients clearly and with empathy
Ability to work both independently and collaboratively in a fast-paced environment
Reliable and able to commit to a minimum of 6 months volunteering
Training and commitment
Volunteer Intake Officers initially commit to completing four days of intensive training. After successful completion of the training and skills development, Volunteer Intake Officers commit to one shift per week for a minimum of six months. Shift hours are 9:45am to 4:15pm.
Applications
Your application should include a cover letter, resume and document responding to the knowledge skills and experience criteria. Please ensure all documents are provided or consolidated into one document.
Recruitment rounds for Volunteer Intake Officers are held several times per year based on roster needs.
Applications are currently CLOSED for August 2025.
If you would like to be the first point of contact for clients seeking legal assistance, learn valuable client intake and referral skills while supporting access to justice in the community, please apply via email by sending your application to volunteering@rlc.org.au