The Office of the Public Guardian (OPG) is an independent statutory office established to protect the rights and interests of adults with impaired decision-making capacity, and children and young people in the child protection system and other visitable sites. Join us as we protect, support, advocate, educate and empower, to build a Queensland where our most vulnerable community members can live with dignity. Please visit the OPG website to learn more.

• Fixed-term temporary until 31 December 2026, flexible full-time
• Collaborative, supportive team environment
• CBD location, close to public transport

about the role

The Central Intake and Referral (CIRT) Officer is responsible for managing the telephone and email intake, and the referral pathways for services provided by the OPG. You will deliver quality customer service, in a timely, accurate and efficient manner to members of the public, OPG stakeholders and clients.

Key responsibilities:

• Provide timely, high-quality service to members of the public, stakeholders, and consumers via contact centre activities. Meeting KPIs and expectations

• Create a positive relationship in all interactions, maintaining a professional and friendly manner and ensuring support and professional interaction as a priority.

• Maintain professional and effective communication and problem-solving skills, including when dealing with clients in complex and emotive situations.

• Maintain appropriate record keeping in relation to all calls received and activities undertaken.

• Refer ongoing enquiries to the relevant business area within OPG in a timely and efficient manner.

• Develop and maintain knowledge relevant to the role, and actively participate in appropriate learning and development processes.

• Perform administrative activities to support the provision of service delivery of the CIRT.
• Comply with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised.

A position description is attached.