Job: FCD SENIOR COURT SERVICES OFFICER – WITNESS SUPPORT AND COURT SERVICES UNIT

The FCD Senior Court Services Officer reports to the Children Court Services Coordinator and assist the Coordinator with the provision of support services for witnesses and customers of the court.

The FCD Senior Court Services Officer may be assigned to any of the FCD locations.

• Assists the Children Court Services Coordinator with the implementation of policies, procedures and systems to ensure the operational efficiency of all functional areas within the ambit of the Unit (including witness support, judicial support, youth and child waiting services and customer service).
• Ensures the dissemination of informational material to all customers of the Court.
• Implements customer feedback mechanisms to ensure the continuous improvement of the Court’s customer relations services in the Children Court.
• Monitors and ensures that customer services standards are being maintained.
• Responds to customer enquiries, and manages customer complaints in keeping with established procedures.
• Assists the Coordinator in the execution of programmes for promoting and sensitising staff at all levels to a culture of service within the Children Court, including organizing meetings, workshops and seminars on improving customer relations.
• Works with the Children Court Services Coordinator to ensure that judicial officers are assigned the appropriate level of support staff (including FCD Judiciary Secretaries, FCD Judiciary Support Officers, FCD Assistant Judiciary Support Officers (CMO II), FCD Judicial Orderlies) to enable them to adjudicate on matters.
• Works with the Children Court Services Coordinator to ensure that the youth and children waiting areas are well equipped to meet the needs of its customers.
• Supervises members of judges’ teams, FCD Youth and Child Officers, FCD Court Services Officers and other support staff.
• Ensures that the telephone system is always manned by the appropriate staff.
• Creates a comfortable and supportive environment for the Court’s customers.
• Makes contact with witnesses referred by the Children Court and their parents/guardians/persons with the responsibility for the child and interviews them before processing.
• Gathers information about witnesses to aid in communication.
• Assigns FCD Court Services Officers as points of contact to provide support to children and their parent/guardians/persons with responsibility for the child.
• Arranges Court visits for witnesses, orients them about the court processes and the role of different actors in the Court, provides them with any relevant information, keeps them informed about the progress of the case, and provides referral information for ongoing support.
• Ensures that members of staff create and maintain files for each child and information is entered timely and accurately in the Case Management Information System (CMIS).
• Ensures that matters referred to the Unit are treated with the highest level of integrity and confidentially.
• Develops and maintains relationships with key agencies that impact the smooth functioning of the unit.
• Coordinates effectively with other Units within the Children Court to ensure the maximum utilisation of available resources in attaining the service goals.
• Evaluates staff performance, in keeping with organisational-wide policies and procedures.
• Translates the FCCAD culture into an effective culture for the Witness Support and Court Services Unit.
• Works with the Coordinator to provide information for the Judiciary’s Annual Report and budget estimate.
• Provides statistical information as required by the Coordinator, in keeping with the prescribed format.
• Interacts with and attends meetings, as required.
• Interacts with internal and external stakeholders.
• Performs related duties as may be required.

• Familiarity with the Rules of Court, key pieces of Children’s Legislation, Beijing Rules and UN Convention on the Rights of the Child.
• Knowledge of case flow management, court processes and Court Administration will be assets.
• Knowledge of customer service standards and Charters related to Courts.

• Ability to work collaboratively with other judicial officers and staff of the Children Court and the FCCAD.
• Possess the ability to work with children.
• Good supervisory, coordinating and monitoring
• Ability to participate in planning as part of a team.
• Be able to perform in a facilitative role tactfully, and with sensitivity to cultural differences.
• Demonstrate keen attention to detail.
• Possess the ability to inspire trust and confidence in the Court.
• Be able to observe safety and security procedures.
• Possess the ability to develop and maintain effective relationships and work collaboratively with diverse stakeholder groups.
• Must be able to make customer service a priority.
• Ability to provide information correctly and concisely, orally and in writing.
• Good presentation ability.
• Ability to use technology as a productivity enhancing tool.
• Ability to implement and monitor performance standards.
• Ability to function in a process oriented and technology driven environment.
• Proficient in the use of Microsoft Office Suite.

• A Bachelor’s degree in Management, Social Sciences, Humanities, Education or a related field from a recognised University would be an asset.
• A minimum of six (6) years’ experience supervising staff providing support services to an organization.
• Any other equivalent combination of training and experience will be considered.