Intake Specialist

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

Benefits offered by this job

Hybrid work model

Salary packaging up to $15,900

Flexible working arrangements

Generous leave benefits (seasonal, GEP

Annual salary increase 3%

Public transport discounts

Professional development opportunities

Employee wellbeing resources

Job summary

Victoria Legal Aid (VLA) is hiring an Intake Specialist for our Client Intake and Information team in Melbourne. You will be the welcoming entry point, providing information on legal matters and referring clients to lawyers or non-legal services as needed, using trauma-aware communication.

You will handle client interactions via phone, webchat, or in person, delivering responsive, high-quality support while adapting as our service model evolves.

Qualifications

• Strong interpersonal skills and ability to build rapport.
• Effective communication to identify legal matters and needs.
• Ability to thrive in a team and collaborative environment.
• Courage, resilience and trauma-aware communication when engaging clients.

Responsibilities

• Provide information on a wide range of legal matters and referrals to lawyers or other services.
• Act as a welcoming entry point and diagnose client needs to deliver appropriate support.
• Support clients with varied experiences, maintain empathy, and adapt service delivery as the model evolves.

Skills

Interpersonal skills

Rapport building

Effective communication

Team collaboration

Resilience

Trauma-aware communication

VLA knowledge

Job description

Legal Help, we positively impact the Victorian community by providing an easy entry point to the Justice sector. Our Intake Specialists provide information on a wide range of legal and related matters and referrals to other legal services to provide the best possible outcomes for our clients.

• Multiple full-time maximum term position up to 12 months
• Salary range: $81,081 - $96,976 (pro-rata) plus super plus salary packaging
• Up to $15,900 in salary packaging, flexible hybrid work arrangement

About the role

Legal Help has an exciting new opportunity to join our growing Client Intake and Information team as Intake Specialist. We are seeking highly motivated individuals to help us in providing responsive, high-quality assistance to our clients either via phone, webchat or in person.

The role involves providing a welcoming entry point to Legal Help, and through using your client service skills, considerately diagnosing legal issues to provide the service they need. You will provide information on a wide range of legal matters and refer clients to qualified lawyers for legal advice, or to other non-legal services depending on their situation. You will also contribute to continuously improving our ways of working as our service model evolves.

It is important to note that this role involves supporting clients with varied lived experiences, some of whom may be facing distressing or high-risk situations. The role requires strong emotional resilience, the ability to maintain composure in challenging interactions, and the capacity to deliver clear, empathetic guidance using trauma-aware communication principles.

Our team strongly values diversity. Whether you are currently undertaking legal studies, have worked in complex helplines and service delivery or have had a long career in the legal sector, this is a great opportunity to be part of a unique team that provides vital support to our community.

This role is based at our Melbourne CBD office on Wurundjeri Country.

About you

As our ideal candidate, you will:

• Have strong interpersonal skills and an ability to build rapport.
• Communicate effectively with clients to sensitively identify legal matters, assess and address their needs and provide a positive experience.
• Thrive working as a team and collaborating to deal with challenges and solve problems.
• Be courageous and resilient.
• Understand the key challenges faced by vulnerable people and groups in accessing legal services.
• Have knowledge of legal, community and welfare organisations and understand referral practice.
• Be able to work autonomously under limited supervision and balance priorities.

It will also be highly regarded if you have:

• Prior experience in high-volume service delivery.
• Prior experience working as a Registrar, Paralegal or Legal Assistant.
• Volunteered/worked at community legal centres.
• Are proficient in another language.

Don't meet every requirement? At VLA, we understand that your work and life experiences can be just as valuable. If your CV doesn't align perfectly with our job description, we strongly encourage you to apply. You may be just the right candidate.

About VLA

We offer legal representation, family dispute resolution and non-legal advocacy to those who need it most. With over 1400 staff employed in 16 offices across Victoria, we help people with their legal problems by providing information, advice and education with a focus on the prevention and early resolution of legal problems.

Our clients come from all walks of life and so do we. We hire great people from a wide variety of backgrounds and foster a work culture that's inclusive as well as diverse. Your unique ideas and perspectives are valued so that we best represent the people we serve.

Employee benefits

• A focus on work-life balance, including flexibleworking arrangements
• Hy bridwork fromhome& office model
• Generous leave benefits, including:
  • Three days paid seasonal leave (to be taken between Boxing Day and New Year's Day public holidays)
  • Paid gender affirmation leave
  • Five days both paid reproductive and fertility leave per calendar year
• Annual 3% salary increase each December plus performance-related salary incentives
• Attractive salary packaging options including General Expenses up to $15,900, Meals & Entertainment up to $2,650 PLUS Novated Leasing
• Discounted annualMyki public transport passes
• Individual learning and professional development opportunities, tailored to your role and career goals
• Free annual flu vaccinations
• Access to gym and end-of-trip facilities at our CBD office
• Access to our Employee Assistance Program, including confidential counselling and access to a range of mental health and wellbeing resources.

Other relevant information

It is a requirement that staff attend for office-based days at their primary work location. In line with this requirement, interstate applications will be considered only where the candidate is able and willing to relocate to Victoria, unless part of a border community.

VLA is committed to putting the safety and wellbeing of children first.

Applications close by 11.59pm on Sunday 1 November 2026.