The client services team at each registry provides services such as the filing and processing of applications through the Court’s case management system as well as support to the professional services delivered by family consultants and registrars to assist clients to resolve their disputes. Family Court registries also provide support services for the Federal Magistrates Court.
Client services staff are the initial point of contact that clients have with the Family Court. They provide information on appropriate avenues for addressing client needs. They can recommend appropriate options, resources or services both internal and external to the Court. In doing so they help clients understand the Court and feel in control of their case. Client services staff address the immediate concerns of people who may feel distressed.
Staff assist in courtroom operations, facilitating flow through the courtroom and providing clients with information such as how to address the Court and where they need to be at what time. Staff are aware of client security issues and assist and reassure clients in what can be a distressing and emotional time for them.
Client services staff provide case coordination to ensure the best service to clients by managing the effective and efficient progress of cases through the Family Court. By doing this they assist clients to reach resolution of their family disputes while optimising the use of judicial and other resources. They assign priority to cases and ensure that they are ready to proceed to the next stage. They schedule cases for appropriate action within time guidelines. Staff maintain positive relationships with clients and solicitors and contribute to the early resolution of cases, and also identify cases that need specialist attention or other intervention. They are proactive in the coordination of court events, including liaison with external clients, solicitors, professional staff and other internal clients. They analyse and report on workflow and performance trends, making recommendations as necessary. They also perform the 'listing' function.