The role is primarily office-based due to the nature of the work; Working Monday - Friday office hours.
The successful candidate must demonstrate solid, consistent performance in a phone-heavy environment, ideally supporting vulnerable or distressed individuals.
You will have:
Robust telephone capability — confident handling of high call volumes, structured call flow, and clear information delivery.
Skilled and empathetic communication — able to balance accuracy with warmth, especially when residents are distressed or confused.
Calm, courteous phone manner — steady tone, patience, and emotional regulation when engaging with impacted residents.
Sensitive conversation handling — capable of supporting callers experiencing trauma, frustration, or uncertainty.
Accurate information & referral skills — quickly locating correct agency details, following Team Leader direction, and documenting interactions precisely.
Key Duties:
Receive and respond to inbound calls from impacted residents.
Provide clear information and referrals to government and non-government agencies.