Executive Officer/Senior Executive Officer (Triage Specialist, Community Legal Services)

Role summary

As a Triage Specialist, you will be the first point of contact for members of the public seeking assistance at our Centres. You will assess their needs, provide clear guidance and determine the appropriate scheme, service or referral pathway, within Pro Bono SG (“PBSG”) or across the wider legal aid and social service landscape.

Your work plays an important part in PBSG’s mission to improve access to justice by helping people understand their options and connect with the right support, often at an important point in their journey.

1. Triage — core responsibility

• Serve as the first point of contact for members of the public arriving at our Centres.
• Conduct triage assessments to understand their needs and determine the appropriate scheme, service or referral pathway.
• Gather relevant information, clarify circumstances and explain intake and referral processes clearly and patiently.
• Register applicants, assist with form completion and follow up on missing information or documents.
• Maintain a professional and empathetic approach while maintaining appropriate professional boundaries.
• Identify matters requiring further assessment or escalation and refer these promptly to the supervising officer or lawyer.
• Record interactions and triage outcomes accurately.

2. Enquiries & Correspondence

• Respond to public enquiries received through email and digital channels, applying the same triage judgement used for in-person enquiries.
• Manage the enquiry inbox alongside a steady flow of walk-in enquiries, moving between channels throughout the day as priorities change.
• Draft clear, accurate and empathetic responses.
• Keep up to date with programme eligibility, policies and referral options.
• Follow up where further information or clarification is required.

3. Community Law Centres —rotational support

• Support the coordination and administration of Community Law Centre consultation sessions.
• Liaise with volunteer lawyers, interpreters and community partners on appointments, schedules and session arrangements.
• Provide on-the-ground support during consultation sessions and assist with coordination across community and partner agencies where required.

4. Records & Reporting

• Maintain accurate and timely records of enquiries, triage outcomes and referrals.
• Contribute enquiry and triage data to operational and service-planning reports.
• Support the team in identifying recurring enquiry trends and opportunities to improve service processes.

What the role requires

This role is suited to someone who enjoys fast-paced, people-centred work and can remain calm, attentive and constructive throughout a busy day. You will:

• Exercise sound judgement when information may be incomplete or evolving.
• Manage a sustained volume of in-person and written enquiries, moving between channels and competing priorities while maintaining accuracy and service quality.
• Stay organised and focused when demand is continuous and priorities shift throughout the day.
• Communicate clearly and respectfully with people from diverse backgrounds and circumstances.
• Support people who may be uncertain, concerned or navigating unfamiliar processes, with empathy and appropriate professional boundaries.
• Adapt readily between different enquiries, tasks and service needs.
• Build a good working knowledge of PBSG’s programmes, services and referral pathways.
• Work collaboratively with colleagues, volunteer lawyers, interpreters and community partners.
• Demonstrate reliability, discretion and a strong service orientation.

A diploma or degree in any discipline is required. Prior frontline, social service, community or customer-facing experience is an advantage, but not essential. Paralegal or other legal-support experience is a particular advantage, given the triage nature of the role. Fresh graduates with the right attitude and aptitude are welcome.

Working arrangements

This is a fully on-site role at our Help Centre, with periodic rotation to Community Law Centres. As the role involves direct, in-person service delivery, there is no work-from-home component. Your presence enables us to provide accessible and timely support to members of the public and work closely with our colleagues, volunteers and community partners.