Job Description

Employing Aboriginal and Torres Strait Islander People at Ngwala is essential to maintaining culturally aligned services. We STRONGLY encourage Aboriginal Torres Strait Islander people to apply for this role and others as they become available.

About Ngwala

Ngwala Willumbong is a leading provider of culturally safe and effective support services for Aboriginal and Torres Strait Islander people. We are committed to supporting individuals affected by alcohol and other drug misuse, providing them with pathways to recovery through holistic and culturally appropriate rehabilitation programs.

About the Role

The Reception / Office Administration Officer is the first point of contact for clients, visitors, and stakeholders. A key part of the role is managing a high-volume 1800 phone line, ensuring that all calls are handled professionally, confidentially, and directed to the appropriate service area. This role also provides reception, administrative, and office support to ensure smooth day-to-day operations.

Key Responsibilities

• Triage and prioritise calls, ensuring urgent matters are escalated promptly.
• Provide accurate information to callers and transfer calls to the correct staff or service area.
• Maintain confidentiality and professionalism when dealing with sensitive enquiries.
• Greet and assist visitors, clients, and stakeholders in a respectful and culturally safe manner.
• Provide front-line customer service and respond to walk-in enquiries.
• Ensure reception and waiting areas are welcoming and well maintained.
• Manage all incoming and outgoing mail, ensuring timely distribution.
• Assist with data entry, correspondence, filing, photocopying, and scanning.
• Coordinate bookings, meetings, and calendars for staff.
• Maintain stock of office supplies and order as required.

Skills & Experience

• Certificate III or IV in Business/Office Administration (or equivalent).
• Knowledge and understanding of Aboriginal history and/or culture and commitment to the Aboriginal community
• Experience in community services, health, or not-for-profit settings in a client facing role
• A high level of organization skills and attention to details
• Familiarity with enquiry management or CRM systems such Univerge Blue Connect
• Experience in handling phone calls (1800 line).
• Experience managing website and digital enquiries.
• Knowledge of handling incoming/outgoing mail.
• Strong verbal and written communication skills.
• Excellent organisational and time management skills.
• Proficiency in Microsoft Office and office systems.
• Commitment to confidentiality, professionalism, and cultural awareness.

Mandatory Requirements

• Current Victorian driver's licence
• National Police Certificate (not older than 3 months)
• Victorian Employment Working with Children Check

What We Offer

• Full Time role, Monday to Friday 9 AM to 5 PM
• Social and Community Services Level 1
• NFP Salary Packaging Benefits up to $15,900
• An opportunity to make a real difference in the lives of Aboriginal and Torres Strait Islander people.
• A supportive and culturally inclusive work environment.
• Ongoing professional development and training.

How to Apply

If you are passionate about supporting individuals on their recovery journey and promoting cultural safety, we would love to hear from you. Please provide the following:

• A cover letter outlining why you would be a great fit for this role
• A resume which outlines your educational and employment background

*Shortlisted candidates will be required to submit pre-employment checks including a Police Check (no older than 3 months), Victorian Employment Working with Children Check, Health Declaration and/or a medical check as well as right to work in Australia Check.