About The Role
The Assistant Manager is a core operational member of the Community Legal Services (CLS) Division, contributing across Client Services & Triage, Clinics & Intake, and Case & Volunteer Management.
The role supports seamless, high-quality service delivery to applicants, volunteers, and partner agencies, while contributing to process improvements, team supervision, and Division-wide initiatives.
Key Responsibilities
1. Client Services & Triage
- Manage frontline triage functions alongside the team, including oversight of email and telephone enquiries to ensure timely and accurate responses within service level timelines.
- Support the refinement of triage protocols, templates, and escalation pathways based on operational data and feedback.
- Participate in vulnerability assessments and contribute to the one-stop service model to ensure vulnerable clients receive appropriate and prepared support.
- Collaborate on referrals and handoff protocols to ensure smooth transitions between triage, intake, and downstream schemes.
2. Clinics & Intake
- Support the clinics pipeline, including scheduling logistics for applicants, volunteer lawyers, interpreters, and means and merits testing officers.
- Contribute to the means and merits testing process, including quality checks and consistency of assessments.
- Ensure case folders are accurately prepared ahead of clinic sessions and support improvements in case preparation systems.
- Liaise with partner organisations and clinic venues to ensure smooth operations and maintain strong working relationships.
- Provide secretariat support for the Community Legal Clinics Committee and assist with partnership audits and service quality reviews.
3. Case & Volunteer Management
- Support case assignment processes across schemes (e.g. CLAS, FJSS, AHPBS), including volunteer matching, e-blasts, and coordination with relevant stakeholders.
- Manage post-assignment administration, including discharges, reassignments, and related correspondence.
- Assist with co-payment administration, rejection notices, and appeals in coordination with the CLS Directorate.
- Support file closure processes and ensure compliance with records management requirements.
4. Reporting, Governance & Operations
- Contribute to statutory and committee reporting, including submissions to relevant authorities and internal committees.
- Provide cross-stream operational support for time-sensitive functions such as scheduling, case assignments, and clinic administration.
- Administer evening legal clinics on a rostered basis.
- Support Division-wide planning, process improvement, and policy development initiatives.
5. Team Leadership & Development
- Support the supervision and development of Senior Executive Officers and Executive Officers, including performance reviews, leave management, and training needs identification.
- Contribute to intern and volunteer onboarding and supervision frameworks to maintain service quality.
Requisite Educational Qualifications
- Degree in Law, Social Work, Public Policy,Business Administration, or related fields.
Skills& Experience
- Experience in operations, service delivery, or programme administration in a legal, nonprofit, or social service environment.
- Experience in legal aid, social services, or client-facing operations is an advantage.
- Ability to manage multiple workflows across different functional areas.
- Experience in stakeholder coordination, including external partners and volunteers.
- Strong organisational and process improvement capabilities.
- Familiarity with legal aid schemes (e.g. CLAS, FJSS, AHPBS) or community legal services ispreferred.
- Supervisory or mentoring experience is advantageous.
- Good judgment in handling escalations and complex cases.
- Strong written and verbal communication skills.
KeyAttributes
- Collaborative and team-oriented, works well across teams to deliver shared outcomes.
- Client-centric and empathetic, committed to respectful and accessible service delivery.
- Adaptable and responsive, able to manage multiple priorities in a dynamic environment.
- Organised and reliable, ensures accuracy and follow-through in a fast-paced setting.
- Values-driven, passionate about access to justice and community impact.
