About the role

The Footscray Centre Reception is the first point of contact for people seeking asylum and the public. Reception Volunteers ensure Reception is a safe and welcoming environment for people seeking asylum and visitors. Reception Volunteers respond to face-to-face and phone inquiries and liaise between clients and ASRC programs. As such, Reception Volunteers display the values of compassion, empathy, and support.

Reception Volunteers are trained in managing high-pressure environments, conflicting priorities, and recognising when situations are beyond their training or responsibility. To be successful in this role you will display practical optimism, recognition of personal limits, and mental fortitude.

Program: Client Engagement

The Client Engagement Team is responsible for engaging with service users as a first point of contact ensuring service users feel welcomed, safe, and understood. They will consult with staff and service users, proactively manage client dynamics, and share information in relevant languages and in culturally appropriate ways about the ASRC’s expanded human rights-based approach, which will center the voices of those with lived experience in our work. Therefore, the team bridges the gap between ASRC clients and the organisation outcomes. Reception is the first point of contact for individuals seeking to access information and support from the ASRC.

Key Responsibilities

• Greeting everyone arriving at the center in a warm and welcoming manner
• Responding to face-to-face enquiries and directing people within the centre
• Responding to and directing phone inquiries
• Communicating between clients and relevant programs
• Managing the sign-in process for clients and volunteers
• Referring issues outside Reception Volunteers' scope and training to relevant staff
• Attendance at quarterly reflective practice sessions and other personal development training sessions
• General office and administration duties as directed by reception coordinators

What we’re looking for

Essential:

• Excellent customer service skills – previous experience in a similar role is advantageous
• Basic computer skills
• A friendly and patient disposition
• Ability to work well under pressure in a fast paced environment
• A keen attention to detail
• Expereince responding appropriately to clients with high needs, challanging behaviours and/or those who present in crisis
• Excellent communication and interpersonal skills with the ability to maintain a professional manager in challenging situations
• Ability to take initiative and work well as part of a team
• Proficiency in the English language, written and spoken

Desirable:

• Proficiency in relevant community languages
• Experience working with vulnerable people in an intake or referral environment
• Previous experience in social work or case work

About Us

The Asylum Seeker Resource Centre (ASRC) is both a place and a movement. We are an independent not-for-profit whose programs support and empower people seeking asylum to maximise their own physical, mental and social wellbeing. As a movement, we mobilise and unite communities to create lasting social and policy change for people seeking asylum in Australia. We are proud to be owned and run by our community of volunteers and supporters. We pride ourselves on living and breathing our values in all areas of our work – our values are who we are and guide how we operate.

The ASRC values are Welcoming, Authentic, Collaborative, Courageous.

For more information email [email protected]