Service Navigation and Client Support Lead

Barwon Community Legal Service; Geelong; Hybrid; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Five weeks annual leave

Additional leave days between Xmas and

Annual leave loading

Salary packaging

Hybrid working

Professional development

Meaningful work

Job summary

Barwon Community Legal Service (Belmont VIC) is seeking a Service Navigation and Client Support Lead to oversee intake, service navigation, referrals and reception. You will lead a team, ensure clients connect to the right support at the right time, and work with the Managing Lawyer.

This role blends operational leadership with client-centred service delivery and continuous improvement, focusing on trauma-informed practice and culturally safe engagement across the Barwon region.

Qualifications

• Experience in a legal practice, community legal centre, or family violence service.
• Experience leading administrative, intake or client services teams.
• Strong organisational and problem-solving skills.
• Ability to build positive relationships with clients and partners.
• Familiarity with digital case management systems; Actionstep is preferred.

Responsibilities

• Lead intake, service navigation and referral functions across BCLS.
• Manage and support reception and legal administration staff.
• Coordinate workflows and allocate work and resources.
• Improve service delivery, client experience and referral pathways.
• Support delivery of family violence services through engagement and referrals.
• Maintain high-quality systems, processes and records for reporting and compliance.
• Act as Actionstep super user and build staff capability in digital tools.
• Foster trauma-informed, culturally safe, client-focused interactions.

Skills

Leadership

Workflow management

Problem-solving

Client-centered service delivery

Trauma-informed practice

Relationship building

Tools

Actionstep

Job description

Service Navigation and Client Support Lead

Barwon Community Legal Service - Belmont VIC

Barwon Community Legal Service is an independent, not-for-profit organisation that has supported communities across the Barwon region since 1986. We provide legal information, advice, advocacy, social work, referrals and community education, with a focus on people experiencing disadvantage and vulnerability.

Our work is grounded in access to justice, collaboration and supporting people through challenging circumstances. As demand for our services continues to grow, we are seeking an experienced and people-focused leader to oversee our service navigation, intake and client support functions.

About the role

As the Service Navigation and Client Support Lead, you will lead the team responsible for client intake, service navigation, referrals, reception and legal administration support across BCLS. Working closely with the Managing Lawyer and broader leadership team, you will ensure people seeking assistance are connected to the right support at the right time.

This role combines operational leadership, client-centered service delivery and continuous improvement. You'll play a key role in enhancing the client journey, strengthening referral pathways and building the capability of a highly valued team.

Key responsibilities

• Lead the delivery of intake, service navigation and referral functions across BCLS.
• Manage and support a team of reception and legal administration staff.
• Coordinate workflows and ensure the efficient allocation of work and resources.
• Identify opportunities to improve service delivery, client experience and referral pathways.
• Support the effective delivery of family violence services through client engagement, referral coordination and administrative support.
• Maintain high-quality systems, processes and records to support service delivery, reporting and compliance.
• Act as an Actionstep super user and support staff capability in the effective use of client management systems and digital tools.
• Foster a trauma-informed, culturally safe and client-focused approach across all interactions.

About you

You are an experienced people leader who enjoys improving systems, supporting staff and helping clients access the services they need. You bring a balance of operational capability and genuine commitment to client-centered service delivery.

To be successful, you will have:

• Experience in a legal practice, community legal centre, family violence service, court environment or similar setting.
• Experience leading or supervising administrative, intake, reception or client services teams.
• Strong organisational, workflow management and problem-solving skills.
• The ability to build positive relationships with clients, colleagues and external service providers.
• Experience working with digital systems and case management platforms, with Actionstep experience highly regarded.
• An understanding of trauma-informed practice, cultural safety and supporting vulnerable communities.

Why join BCLS?

At BCLS, you'll be part of a supportive and purpose-driven organisation committed to improving access to justice in our community.

We offer:

• Five weeks annual leave.
• Three additional leave days between Christmas and New Year.
• Annual leave loading.
• Generous salary packaging benefits.
• Hybrid working arrangements.
• Opportunities for professional development and growth.
• The chance to lead meaningful work that improves outcomes for people across the Barwon region.

Applications close: 6th November 2026

Barwon Community Legal Service is committed to a diverse, inclusive and culturally safe workplace.

We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, people from culturally and linguistically diverse backgrounds, and people with lived experience relevant to our work.