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Helpline Information & Referral Officer

Women's Legal Service Queensland

Helpline Information & Referral Officer Opportunity

Women’s Legal Service Queensland (WLSQ) are seeking dedicated and passionate Information & Referral Officers to be part of our team - come and join us to make a difference to the lives of women and children who are experiencing domestic violence.

WLSQ is a nationally recognised, leading and innovative not for profit organisation in Australia. WLSQ provides high quality legal and social support services to women, specialising in the areas of family law, domestic violence, child protection, financial abuse legal protection and sexual assault through our counselling notes protect program.
Work days can be flexible for the right candidates.

The Helpline is a self-referral pathway for women who need legal assistance, referral options and access to legal information.

The Information and Referral Officer will answer the Helpline, undertake a needs analysis of women and determine to which legal information, referral or service at WLSQ they should be directed.


Key Responsibilities:

  • Answering calls on the Helpline and assessing the legal needs of women in a trauma informed way:
  • Undertake an intake process with women contacting the Helpline.
  • Assess the legal needs of women through a triage process which includes risk assessment to determine urgency.
  • Providing information and referrals to women who call the Helpline:
  • Providing women with self-help and other legal resources approved by WLSQ.
  • Provide appropriate internal and external referrals to Helpline callers.
  • Support the provision of legal services to women:
  • Collect and enter intake data in relevant forms and databases.
  • Book WLSQ legal advice appointments.
  • Provide preparation support for client appointments including undertaking the client conflict checking mechanisms of WLSQ.
  • Contribute to a collaborative team culture for staff and volunteers which is professional, productive, supportive and consistent with the WLSQ Values and feminist principles.
  • Any other tasks as directed by the leaders.

Skills and Capabilities:

  • Demonstrated ability to communicate with women who have experienced domestic violence, including the ability to listen to a women’s story in order to determine their level of risk and the kinds of assistance they require.
  • Knowledge of or ability to rapidly acquire knowledge of referral and information sources relevant to women seeking legal assistance on family law and domestic violence matters.
  • Demonstrated ability to provide administrative support to legal services for women including collecting and accurately entering data into data bases, conflict checking and confirming appointments.
  • Ability to communicate effectively and work sensitively with clients from diverse backgrounds including vulnerable clients:
    • Who may have experienced domestic and or sexual violence and/or trauma;
    • With a disability;
    • From culturally and linguistically diverse backgrounds; and/or
    • From Aboriginal and/or Torres Strait Islander backgrounds.
  • Well-developed relationship management and interpersonal communication skills including the ability to engage with a range of audiences and stakeholders internal and external to WLSQ with the ability to work collaboratively in a multi-disciplinary environment.
  • Sound knowledge and understanding of legal and social issues affecting women, particularly the gendered nature of domestic violence.
  • Demonstrated commitment to the mission and values of WLSQ and an ability to work within a feminist framework.


In addition to having a meaningful and rewarding career, you will receive:

  • An attractive remuneration package between $36.00 and $ 38.60 per hour plus statutory superannuation.
  • Generous leave entitlements with additional paid leave over Christmas and New Year.
  • Attractive salary sacrifice options.


Successful applicants will be required to complete a National Police Check.


To apply for this position, click on 'apply' to upload a copy of your cover letter and CV.

Aboriginal and Torres Strait Islander people are encouraged to apply for this position.

Only shortlisted candidates will be contacted.

How to apply

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