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| POSITION DESCRIPTION | NON GOVERNMENT ORGANISATIONS (NGO) REMUNERATION SURVEY MAY 2008 |
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Referral Officer/Advisor |
| Position Code: | 785 | | Career Level: | 3 |
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Responsible for
Providing the first point of contact for clients attempting to utilise the organisation's services, identifying client's needs and referring them to the correct Program/Service/Centres. |
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Reports To
Manager. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Providing information about the organisation, including access to Program/Service/Centres, eligibility criteria, capacity, waiting periods, and relevant fee structures.
Assisting clients and client's families to identify their support needs and the relevance of the organisation's Program/Service/Centres.
Identifying the need for immediate short-term assistance for clients and making arrangements for temporary support in relevant cases.
Qualifying client's eligibility to specific Programs, Services and/or Centres and making appropriate referrals.
Coordinating entry, review, exit or transfer to relevant Program/Service/Centres on behalf of clients.
Maintaining appropriate referral statistics, administrative records and written reports.
Continually enhancing networks with agencies and external service providers to ensure that all present and future clients are provided with a comprehensive range of options and referrals.
Escalating evidence that the organisation could improve the quality of service provided by extending a particular Program/Service/Centre, or by introducing a new Program, Service or Centre.
Maintaining a professional standard of behaviour and the confidentiality of all information pertaining to clients and their families.
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Key Skills
Knowledge and understanding of all services offered by the organisation.
Strong communication, negotiation and counselling skills.
A broad understanding of both the issues faced by clients and their families, as well as ways to assist with and solve these issues.
Ability to think and act appropriately in a crisis.
Coordinating and liaising skills.
Ability to act empathetically, with sensitivity and understanding.
Commitment to continual professional development.
Awareness of legislation relevant to the position.
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Internal Contacts
Operations Staff at all levels. |
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External Contacts
Clients, Government Department Staff, Government Service Staff, Community Service Staff, Support Network Groups, Professional Associations. |
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Typical Experience
3+ years of experience. Employees in this role may have tertiary qualifications in Social Work, Psychology or associated Health Field, or equivalent experience. |
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