Reception Volunteer (Phone – Based) Position Description

Position: Reception Volunteer (Telephone) Program Area: Front of House Location: 10-12 Victoria Road, Parramatta

Organisational Overview:

Jesuit Refugee Service (JRS) is an international Catholic organisation with a mission to accompany, serve and advocate for the rights of refugees and forcibly displaced people. JRS works in situations of greatest need, where people are most vulnerable, where there are gaps in services and where partnerships can be formed to better serve people seeking safety.

In Australia, JRS works to uphold the rights of refugees, people who are in the process of seeking asylum, and migrants in situations of vulnerability and aims to support people to empower themselves, to live meaningful and dignified lives while feeling welcomed and connected to a more fair and just community.

Purpose / Objective

Reception Volunteers work part of a team as the first contact for clients and other members of the community who may present to JRS Australia in person, or via phone. The role involves greeting clients, providing a warm welcome and overview of JRS Australia services, and responding toa range of enquiries both face to face and over the phone.

Duties & Responsibilities

Warmly welcome all individuals to the JRS Australia, provide an overview of services and direct enquiries to the appropriate person/program area
Respond, navigate and direct enquiries received via telephone Monitor the [email protected] inbox. This is the primary point of contact for clients and external services to request support from JRS.
Make referrals using casework and salesforce guidelines Review email referrals and/or enquiries, responding where necessary, and internally or externally referring those in need of support. Effectively communicate with clients from a range of backgrounds and English-speaking levels, and address their enquiries Obtain basic details, information and documentation from clients to process a clear referral for services General office maintenance and coordination, e.g. ensuring reception and front-of-house are tidy, restock stationery, replenish printing paper etc

Selection Criteria

Experience in working with people from various backgrounds and/or cultures Experience in administration, reception or customer service
Intermediate computer skills
Ability to work collaboratively with other staff and volunteers
Flexibility and willingness to take on extra tasks as appropriate Ability to adhere to policies in relation to code of conduct, boundaries and confidentiality