Client Intake & Support Specialist Hybrid (Melbourne CBD)

Legal Aid; Melbourne; Hybrid; AUD 81,000 - 97,000; Full time

Benefits offered by this job

Hybrid work from home & office model

Salary packaging up to $15,900

Three days paid seasonal leave

Annual 3% salary increase

Myki public transport passes

Learning and development opportunities

Job summary

Victorian Legal Aid is seeking an Intake Specialist for Melbourne CBD to welcome clients, assess needs, and refer to legal or non-legal services. The role handles inquiries via phone, webchat, or in person, with a focus on respectful, trauma-informed guidance.

You will contribute to evolving service models and work in a diverse, supportive team environment. The position requires strong interpersonal skills, resilience, and ability to support vulnerable clients across the community in a busy

Qualifications

• Strong interpersonal skills to build rapport with clients.
• Effective communication to identify legal matters and advise next steps.
• Ability to work in high-volume service delivery and collaborate in a team.
• Trauma-aware communication to support clients in distressing situations.

Responsibilities

• Serve as entry point by phone, webchat or in person.
• Provide information on a wide range of legal matters and referrals.
• Refer clients to qualified lawyers or non-legal services as needed.
• Contribute to improvements in service delivery and processes.

Skills

Interpersonal skills

Rapport building

Communication

Trauma-informed communication

Education

Legal studies (desirable)

Job description

Victorian Legal Aid is seeking an Intake Specialist for Melbourne CBD to welcome clients, assess needs, and refer to legal or non-legal services. The role handles inquiries via phone, webchat, or in person, with a focus on respectful, trauma-informed guidance.

You will contribute to evolving service models and work in a diverse, supportive team environment. The position requires strong interpersonal skills, resilience, and ability to support vulnerable clients across the community in a busy