Job Description

Central Intake and Referral Officer (Identified)

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Office of the Public Guardian QLD – Brisbane QLD

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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, youth justice and other visitable sites.

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Join us as we protect, support, advocate, educate and empower, to build a Queensland where our most vulnerable community members can live with dignity.

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Key responsibilities:

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- Provide timely, high-quality service to members of the public, stakeholders, and consumers via contact centre activities. Meeting KPIs and expectations.
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- Create a positive relationship in all interactions, maintaining a professional and friendly manner and ensuring support and professional interaction as a priority.
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- Maintain professional and effective communication and problem-solving skills, including when engaging with clients in complex and emotive situations.
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- Maintain appropriate recordkeeping in relation to all calls received and activities undertaken.
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- Refer ongoing enquiries to the relevant business area within OPG in a timely and effective manner
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o Develop and maintain knowledge relevant to the role, and actively participate in appropriate learning and development processes.

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o Perform administrative activities to support the provision of service delivery of the Central Intake and Referral Team.

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- Comply with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is respected at all times.
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While there are no mandatory qualifications, contact centre experience is highly regarded.

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This role is designated as Identified. Under section 25 of the Anti-Discrimination Act 1991 (Qld), it is a genuine occupational requirement for the incumbent to be an Aboriginal person and/or Torres Strait Islander person.

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An Aboriginal person and/or Torres Strait Islander person is one who identifies as an Aboriginal person and/or Torres Strait Islander person and either:

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Is of Aboriginal and/or Torres Strait Islander descent; or

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Is accepted as an Aboriginal and/or Torres Strait Islander by the Aboriginal and/or Torres Strait Islander community in which they live.

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Applicants to this role may have to provide confirmation of their Aboriginal and/or Torres Strait Islander heritage. Requesting proof of Aboriginal and/or Torres Strait Islander heritage from applicants helps to make sure that this intention is honoured. This may include a signed statutory declaration by the person as outlined in this Evidence of Attribute - Aboriginal and/or Torres Strait Islander Identified Roles.

📌 Central Intake and Referral Officer (Identified) (Queensland)
🏢 Office of the Public Guardian QLD
📍 Queensland