Hannah Robinson

The primary purpose of this role is to provide high level service and support directly to victims of crime through the provision of information, advice and referrals, and the management of applications for victims support. The position holder is required to act with professionalism, objectivity and integrity to:

· Work in a trauma informed way to ensure that the needs of the client are holistically addressed

· Deliver comprehensive client service and support for victims of crime.

· Manage more complex cases, and ensure a timely service that exceeds client expectations

· Take ownership for the client experience, providing first contact resolution and management of applications for victims support, and assist others to do the same

· Work collaboratively across Victims Services to ensure the effective administration of the Victims Support Scheme, and to identify and recommend improvements to policies, procedures and practices.

· Achieve and exceed all key performance indicators and performance targets

· Be aware of and comply with all relevant legislations and regulatory framework

The Senior Client Service Representative works together with the other SCSR staff members in Client Information Team. This role involves but is not limited to the following:

• Working in a trauma informed way to ensure that the needs of the client are holistically addressed
• Assisting in the delivery of client service and support for victims of crime, and ensure a timely service that exceeds client expectations, with assistance as needed
• Providing first contact information and referrals, and processing applications for victim's support, with assistance as needed
• Working collaboratively across Victims Services to ensuring the effective administration of the Victims Support Scheme, and to identify opportunities to improve our policies, procedures, and practices
• Achieving all key performance indicators and performance targets
• Being aware of and complying with all relevant legislations and regulatory framework.

The Client Service Advisor works closely with the

Client Information Team Leader & staff members of the Client Information Team to ensure quality and timely processing of Victims Support applications. This role involves but is not limited to the following:

• RSA (escalations)

• Vulnerable clients e.g. homeless, self-harm

• Weekly stats

• Restricted Access Applications

• Support in Teams chat

• Fraudulent applications (to review, follow up and confirm – to 7/8 for sign off)

• Allocations (manuals)

• UAT – prepare testing documents (test steps)

• Meeting minutes

• Induction training (new starters)

• Manager error tasks – reallocate for resolution

• Assist with creating/updating guides and training material

• Update CSMT SharePoint homepage stats

• Employed as a Casual Correctional Officer at the Silverwater Complex
• Worked at the Metropolitan Remand and Reception Centre on a Temporary Employment (TE) for the first year
• Worked at the Dawn De Loas Centre on another Temporary Employment (TE).

• Worked as a waitress
• Greeted and served customers, handled payment transactions, and performed cleaning duties within the restaurant.

• Worked as a Crew Member for the front counter
• Greeted and served customers, prepared drinks, handled payment transactions, and performed cleaning duties within the restaurant.

• Worked as a sandwich artist
• Duties included food preparation, cleaning, serving customers, helping in product maintenance, and general kitchen hand duties.

• Worked as a casual waitress
• Duties included greeting and seating guests, taking and completing orders, preparing beverages and desserts, and taking reservations.

• Worked as a sandwich artist
• Duties included food preparation, cleaning, serving customers, helping in product maintenance, and general kitchen hand duties.