1. Client Rapport & Relationship Building

• Build genuine, trust-based relationships with victims and clients independent of their lawyer's involvement.

• Conduct regular check-ins to understand client concerns and ensure they feel supported and respected.

• Maintain a client-centred approach throughout the case journey.

2. Client–Lawyer Coordination

• Act as a bridge between clients and the litigation team.

• Communicate case updates and next steps to clients in clear and simple language.

• Follow up with the legal team on client queries and concerns when required.

• Ensure clients remain informed and do not feel disconnected from their case.

3. Emotional & Psychosocial Support

• Provide a calm, empathetic, and reassuring presence to clients, particularly survivors of violence or abuse.

• Recognize signs of distress and respond appropriately within the scope of the role.

• Facilitate referrals to relevant psychosocial or protection services where required.

4. Court Accompaniment & Support

• Accompany clients to hearings at family, sessions, and other relevant courts.

• Help clients understand court procedures and what to expect during hearings.

• Support clients in managing anxiety and navigating court premises.

• Ensure the client's dignity, comfort, and safety before, during, and after hearings.

5. Case Follow-Up & Communication

• Keep clients informed about case status, upcoming hearings, and required documentation.

• Send reminders and confirm appointments to reduce missed hearings.

• Maintain regular communication with clients regarding relevant case developments.

6. Feedback & Concern Resolution

• Regularly seek client feedback regarding their experience with LAS.

• Identify and document concerns, complaints, or service gaps.

• Escalate unresolved issues to the Litigation Manager and relevant legal team for timely resolution.

7. Documentation & Reporting

• Maintain accurate client interaction logs, court accompaniment records, and case-touchpoint notes.

• Maintain updated digital records of client communications and follow-ups.

• Prepare periodic reports highlighting client support activities, recurring concerns, and outcomes.

8. Confidentiality & Safeguarding

• Maintain strict confidentiality of all client and case-related information.

• Follow LAS safeguarding policies and survivor-centred, trauma-informed principles.

• Handle sensitive information with discretion, professionalism, and care.

Education

• Bachelor's degree in Social Work, Psychology, Social Sciences, or a related field.

• Master's degree will be an added advantage.

Experience

• 2–4 years of experience in client support, case management, victim/survivor support, or community outreach.

• Experience working with women, survivors of gender-based violence, or other vulnerable groups is highly desirable.

• Experience within the legal aid, justice, protection, or social services sector is preferred.

Note

This position is intended for a female candidate. Given the nature of the role and its close engagement with women and survivors of gender-based violence, a female incumbent can help foster the trust, comfort, and cultural sensitivity required for effective client support.

WHAT SUCCESS LOOKS LIKE

Age Preference:

25–35 years, preferably a dynamic and energetic professional with strong interpersonal and stakeholder engagement skills.

WORKING CONDITIONS

The role involves frequent travel within assigned locations to accompany clients to courts, hospitals, shelters, government offices, and other relevant service points.

Occasional evening or weekend availability may be required depending on hearing schedules or urgent client needs. The position involves regular exposure to sensitive and emotionally difficult case information and therefore requires strong emotional resilience, professional boundaries, confidentiality, and access to appropriate supervisory support.

Technical Competencies

• Client and case support

• Case follow-up and coordination

• Court accompaniment and courtroom etiquette

• Client communication and engagement

• Cross-team coordination

• Documentation and basic reporting

• Digital client tracking and record management

Behavioral Competencies

• Empathy, patience, and active listening

• Emotional resilience and composure under pressure

• Discretion, integrity, and cultural sensitivity

• Strong interpersonal and relationship-building skills

• Professionalism and sound judgment

• Self-motivated and accountable

• Ability to work independently and as part of a team

AI & DIGITAL COMPETENCIES

The incumbent is expected to responsibly leverage approved digital and AI tools to improve efficiency in client support, including:

• Drafting client communications and follow-up messages.

• Preparing meeting and court-visit summaries.

• Maintaining digital client interaction and case-touchpoint trackers.

• Identifying recurring client concerns through structured tracking and basic dashboards.

• Supporting efficient documentation and reporting workflows using approved AI tools such as Microsoft Copilot, ChatGPT, Claude, or equivalent platforms.

All use of AI and digital tools must comply with LAS policies, confidentiality requirements, safeguarding standards, and applicable data-protection principles.

EEO & Non-Discrimination Statement:

Integrated into our shared values is LAS’s commitment to diversity and equal employment opportunity.All qualified applicants will receive consideration for employment regardless of sex, age, race, colour, creed, religion, disability, sexual orientation, gender identity, or any other characteristics or conduct protected by law. LAS is committed to being an inclusive organization where all people are treated fairly, recognized for their individuality, promoted based on performance and encouraged to strive to reach their full potential. We believe in understanding and respecting differences among all people.Every individual at LAS has an ongoing responsibility to respect and support a diverse environment.