Centre Support Volunteer

at  Asylum Seekers Centre

The CS team plays a key role in providing general advice and guidance to clients who may have questions about ASC services or processes in Australia.

PURPOSE / OBJECTIVE

Centre Support Volunteers (CSVs) are pivotal in ensuring clients remain supported and receive assistance with day-to-day questions. CSVs play a key role in providing general advice and guidance to clients who may have questions about the Asylum Seekers Centre’s (ASC) services or processes in Australia.
The role involves actively interacting with clients face-to-face or contacting them by telephone, email or SMS to provide advice, as well as doing the necessary in-house referral to ASC programs when relevant. The CSVs focus is on ensuring clients are kept up to date, informed and remain supported with their enquiries.
Reports to: Volunteer Coordinator

DUTIES & RESPONSIBILITIES

• Action enquiries on the Centre Support job log. These are requests submitted by staff and volunteers through the Centre Support Form on the database.
• Respond to and action, as needed, emails received in the centre support email.
• Process Opal applications with Transport NSW.
• Troubleshoot Opal enquiries from clients and escalate as necessary to Opal Management.
• Process Medicare Card applications and deal with Medicare-related enquiries.
• Contact clients by telephone, email or SMS to clarify an enquiry, obtain more information or provide an update.
• Action the necessary in-house referral for client enquiries received. This may include a direct referral through the database to an ASC program, emailing a program or adding it onto a tracker spreadsheet.
• Provide information and general advice using ASC fact sheets provided and taking the initiative to research information online, when required, if a fact sheet is not available.
• Provide information and advice when appropriate, in regards to service availability and ASC capacity.
• Effectively communicate with clients from a range of backgrounds and English-speaking levels, often with the assistance of interpreters over the phone.
• Adhere to escalation procedures specific to the Centre Support team when dealing with an urgent/crisis enquiry.
• Research and special project work as needed.