Total 2 job vacancies by Pro Bono Sg

About The Role

The Assistant Manager is a core operational member of the Community Legal Services (CLS) Division, contributing across Client Services & Triage, Clinics & Intake, and Case & Volunteer Management.

The role supports seamless, high-quality service delivery to applicants, volunteers, and partner agencies, while contributing to process improvements, team supervision, and Division-wide initiatives.

Key Responsibilities

1. Client Services & Triage

• Manage frontline triage functions alongside the team, including oversight of email and telephone enquiries to ensure timely and accurate responses within service level timelines.
• Support the refinement of triage protocols, templates, and escalation pathways based on operational data and feedback.
• Participate in vulnerability assessments and contribute to the one-stop service model to ensure vulnerable clients receive appropriate and prepared support.
• Collaborate on referrals and handoff protocols to ensure smooth transitions between triage, intake, and downstream schemes.

2. Clinics & Intake

• Support the clinics pipeline, including scheduling logistics for applicants, volunteer lawyers, interpreters, and means and merits testing officers.
• Contribute to the means and merits testing process, including quality checks and consistency of assessments.
• Ensure case folders are accurately prepared ahead of clinic sessions and support improvements in case preparation systems.
• Liaise with partner organisations and clinic venues to ensure smooth operations and maintain strong working relationships.
• Provide secretariat support for the Community Legal Clinics Committee and assist with partnership audits and service quality reviews.

3. Case & Volunteer Management

• Support case assignment processes across schemes (e.g. CLAS, FJSS, AHPBS), including volunteer matching, e-blasts, and coordination with relevant stakeholders.
• Manage post-assignment administration, including discharges, reassignments, and related correspondence.
• Assist with co-payment administration, rejection notices, and appeals in coordination with the CLS Directorate.
• Support file closure processes and ensure compliance with records management requirements.

4. Reporting, Governance & Operations

• Contribute to statutory and committee reporting, including submissions to relevant authorities and internal committees.
• Provide cross-stream operational support for time-sensitive functions such as scheduling, case assignments, and clinic administration.
• Administer evening legal clinics on a rostered basis.
• Support Division-wide planning, process improvement, and policy development initiatives.

5. Team Leadership & Development

• Support the supervision and development of Senior Executive Officers and Executive Officers, including performance reviews, leave management, and training needs identification.
• Contribute to intern and volunteer onboarding and supervision frameworks to maintain service quality.

Requisite Educational Qualifications

• Degree in Law, Social Work, Public Policy,Business Administration, or related fields.

Skills& Experience

• Experience in operations, service delivery, or programme administration in a legal, nonprofit, or social service environment.
• Experience in legal aid, social services, or client-facing operations is an advantage.
• Ability to manage multiple workflows across different functional areas.
• Experience in stakeholder coordination, including external partners and volunteers.
• Strong organisational and process improvement capabilities.
• Familiarity with legal aid schemes (e.g. CLAS, FJSS, AHPBS) or community legal services ispreferred.
• Supervisory or mentoring experience is advantageous.
• Good judgment in handling escalations and complex cases.
• Strong written and verbal communication skills.

KeyAttributes

• Collaborative and team-oriented, works well across teams to deliver shared outcomes.
• Client-centric and empathetic, committed to respectful and accessible service delivery.
• Adaptable and responsive, able to manage multiple priorities in a dynamic environment.
• Organised and reliable, ensures accuracy and follow-through in a fast-paced setting.
• Values-driven, passionate about access to justice and community impact.

About The Role

The Senior ExecutiveOfficer / Assistant Manager, Volunteer Engagement supports the development and delivery of a high-quality, skills-based volunteer programme that advances access to justice.

Working closely with internal teams and external stakeholders — including legal professionals, corporates, and community organisations — the role ensures volunteers are effectively recruited, supported, and deployed to serve vulnerable and underserved communities.

Key Responsibilities

1. Volunteer Programme Management

• Coordinate and deliver volunteer programmes across multiple initiatives, ensuring smooth execution and alignment with organisational priorities.
• Manage end-to-end volunteer operations, including screening, onboarding, scheduling, deployment, and follow-through.
• Match volunteers to suitable opportunities based on skills, experience, and programme needs.
• Monitor programme performance, identify gaps or risks, and support continuous improvements.
  

2. Volunteer Recruitment & Partnerships

• Support volunteer recruitment through outreach initiatives, events, and partnerships.
• Build and maintain relationships with corporates, legal professionals, and community partners to strengthen volunteer pipelines.

3. Volunteer Engagement & Experience

• Drive initiatives to enhance volunteer engagement, satisfaction, and retention.
• Support volunteer recognition and appreciation efforts.
• Ensure volunteers have a meaningful and well-supported experience throughout their journey.

4. Data, Reporting & Administration

• Maintain accurate volunteer records, ensuring data integrity and proper documentation.
• Prepare reports and support analysis to inform decision-making and programme improvements.
• Adopt a data-driven approach to track outcomes and demonstrate impact.

5. Operations & Continuous Improvement

• Identify process gaps and recommend practical improvements to enhance programme effectiveness.
• Work closely with internal teams to ensure smooth delivery of volunteer initiatives.
• Contribute to the development and refinement of volunteer management processes and systems.

Requisite Educational Qualifications

• Degree in Marketing, Business Management, Mass Communication, Community Development, or related disciplines.

Skills & Experience

• At least 3 years of experience in volunteer management, programme coordination, or community engagement.
• Experience working with skills-based or professional volunteers is preferred.
• Strong organisational and stakeholder management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience in programme development and volunteer resource management.
• For Assistant Manager level: experience managing programmes independently and/or guiding junior staff.
• Proficiency in Microsoft Office applications.

Key Attributes

• Organised and reliable, with the ability to manage multiple programmes effectively.
• Strong stakeholder engagement skills and ability to build lasting partnerships.
• Volunteer-centric, with a focus on delivering meaningful experiences.
• Data-driven and improvement-oriented.
• Proactive, resourceful, and solutions-focused.
• Collaborative team player with strong interpersonal skills.
• Detail-oriented with a high level of accuracy.
• Passionate about social impact and advancing access to justice.