To provide support to Knox Infolink and a professional, cheerful and efficient reception area to our clients, in a confidential and impartial manner while operating within the Centre’s policies, procedures and standards. To ensure that prospective clients are attended to, bookings made, and our reception area is always staffed while interviews are being conducted. It is our first point of contact and it is crucial that this position is carried out with confidence and a welcoming attitude.

Knox Infolink Incorporated is a community based, not for profit agency in the City of Knox. Core functions undertaken by the agency include the provision of information, support and referral, and emergency relief for residents of the City of Knox.

Other services provided include the Tax Help Program, and NILS.

The Centre is managed by a Committee of Management, who employs a Centre Manager to be responsible for the day to day running of the Agency.

KEY POSITION OBJECTIVE To provide support to Knox Infolink and provide a cheerful and efficient reception area to our clients, in a confidential and impartial manner, whilst operating within the Centre’s policies, procedures and standards and the relevant Government legislation, laws and Acts. To ensure that all prospective clients are attended to, bookings made, and that our reception area is always staffed whilst interviews are being conducted. It is our first point of contact and it is crucial that this position is viewed with confidence, support and a welcoming attitude.

1. Duties and Responsibilities • Welcome clients. • Assess enquiry • Book appointments for interview accordingly • Answer telephone calls. Direct complex calls to Community Information Workers • Follow up calls from answering machine, • Mark off clients in appointment book upon arrival for their interview • Place client file in the “to be seen tray” • Keep reception area tidy • Re-stock goods on distribution table in reception area. • Enter Statistics on to the Infocom Database System. • Assist with bread packing as required • Assist with vegetable packing as required • Assist with Food Parcels as required

• Restock/photocopy daily forms (Emergency Relief Interview forms, General Enquiry forms, Food Parcel forms, etc) • Once competent in Infocom Browser, search for information as requested, by the client/s. • Or other administrative tasks as required by the centre • Prepare Closure Notices as required.

2. Administrative To follow established administrative agency procedures as per the agency requirements.

3. Professional Development • To attend training as required, from time to time, that directly, or in-directly affects the role of Volunteer Receptionist.

4. Other • To have read, understood and agreed to comply with the policies and procedures of the agency. • To have an understanding of the relevant acts, laws and legislation (for example the Occupational Health & Safety legislation) that impact on the role of the interviewer and the agency. • To work co-operatively with other staff members providing support and assistance where necessary and appropriate.

Selection Criteria

1. Essential • To be able to work co-operatively with other staff in a team environment • To have a willingness to learn receptionist skills. • To have good self-management skills • Excellent communication skills • To possess literacy and writing skills to an administrative level as required by the agency • To be non-judgemental towards clients’ needs • A sense of humour • To be able to undertake and accept change • To be creative and flexible

2. Qualifications Required Desirable – administrative or receptionist qualification or wiliness to learn

3. Hours of Work and Conditions As required and negotiated with the Centre Manager

4. Training All staff must attend a minimum of four (4) training sessions per year as organised by the agency.

5. Appraisal To assist with agency planning and evaluation all staff are required to participate in the annual appraisal process.

6. Security Checks All staff will be asked to undergo a Police check and a Working With Children Check before commencing duties with the agency.

7. Period of Appointment This position is subject to a three month probationary period with a review at six months anniversary (or in-line with Centre annual appraisal process)

I have read the content of this position description and will adhere to the terms and conditions.

Any concerns that I may have in relation to my role as Volunteer Receptionist, I will refer to the Manager or E.R. Co-ordinator.