Intake Officer - Adelaide

Role overview

Knowmore Legal Service is seeking an Intake Officer based in Adelaide for a fixed-term full-time position through 30 June 2027. Part-time working arrangements may also be considered. This is a purpose-led client service role supporting survivors who reach out for help.

The Intake Officer will be the first contact point for many clients. The role involves delivering high-quality phone and in-person support, sharing information about Knowmore’s programs, collecting relevant background details, helping clients understand their legal issues and rights, and identifying the legal and support services they may need. Referrals to internal teams and outside services will form a key part of the work.

The position works closely with the Manager Client Services, Senior Intake Officers, and other specialists across legal, cultural, and support services to ensure care is trauma-informed, coordinated, and efficient. The role also continues to support existing clients by providing updates, information, and help with further service arrangements.

Key duties

• Deliver accessible and responsive intake support by phone, in person, and where required through outreach, ensuring clients can connect with the service and have their legal and support needs identified and addressed.
• Build trust and a sense of safety with clients, record interactions carefully, and assess initial safety and risk concerns.
• Determine whether a matter needs to be escalated quickly and take urgent referral action when needed.
• Collect the initial information needed to support the legal team in progressing client matters.
• Gather details that may indicate financial counselling needs and arrange referral to the financial counselling team.
• Make sure Aboriginal and Torres Strait Islander clients can access cultural support through the engagement team.
• Help connect clients with social work and counselling services as required.
• Maintain ongoing contact with existing clients and assist with next steps in service delivery.
• Document all client and non-client interactions accurately and promptly.
• Arrange referrals to other agencies and services to support client needs over time.
• Share information about Knowmore’s services with referring agencies and other callers, and maintain productive relationships with key partners.

Skills and experience

• Ability to work effectively with people affected by complex trauma using a trauma-informed approach.
• Understanding of the impacts, complexity, and legal and social consequences of child sexual abuse.
• Awareness of issues affecting Aboriginal and Torres Strait Islander peoples, with experience delivering culturally safe services to Aboriginal and Torres Strait Islander people and culturally and linguistically diverse communities.
• Strong computer skills, including client record management, data entry, note-taking in databases, and Microsoft Office.
• Experience managing appointments.
• Experience using digital phone systems and related software.
• Strong administration, organisation, and time management skills, with the ability to prioritise a varied workload efficiently.
• Excellent people skills and the ability to communicate well with a wide range of individuals, both in person and online.
• Ability to work independently and use initiative.
• Capacity to work collaboratively, flexibly, and respectfully in a multidisciplinary team.
• Clear understanding of confidentiality, privacy, and professional boundaries in a legal service setting.
• Commitment to self-care, resilience, and ongoing learning.

Benefits

• Salary packaged remuneration in line with the not-for-profit sector, with access to tax-effective salary packaging.
• 12.5% superannuation, which is 0.5% above the Superannuation Guarantee Charge.
• A 37.5-hour working week.
• Four weeks of annual leave, including leave loading.
• Flexible working arrangements.
• Access to training and development opportunities.
• Employee Assistance Program support.
• Option to work partly from home to support work-life balance.

How to apply

Applicants should submit a cover letter explaining their interest in the role along with a resume showing relevant skills, experience, and qualifications. The successful candidate must complete a National Police Records Check and an Employment Working with Children Check.

There is no closing date, and interviews may begin as applications are received.

Additional information

This role sits within a trauma-informed and culturally safe environment that supports victim-survivors. The organisation welcomes applicants with diverse lived experiences and backgrounds, including Aboriginal and Torres Strait Islander peoples, people from multicultural, multifaith, and linguistically diverse communities, LGBTQIA+ people, and people with disability.

A video featuring Aunty Glendra Stubbs, a Wiradjuri Elder in Residence at Knowmore, is referenced in the source material, along with the note that she has supported Aboriginal and Torres Strait Islander clients since the organisation began in 2013.