• Leadership opportunity
  
• Full time, fixed term contract until Feb 22 (extension subject to funding)
• Work from home - VIC, QLD, NSW
• $92,713.92 + super & generous salary packaging benefits available

Lead a national team of Financial Capability Intake Officers responsible for receiving and triaging calls in a structured telephone and online environment.

About the job

Key responsibilities Include but not limited to:

• Ensuring all clients receive high quality, trauma informed intake and assessment support and referrals are appropriate to the client’s situation (referral may be to internal or external services).
• Ensuring the wellbeing of the team through provision of appropriate support in their day to day roles.
• Providing formal and informal supervision, set goals and manage contributions of direct reports and contribute to the development of teams understanding, skills and capabilities.
• Leading the performance of team across key metrics and workforce planning activities.
• Supporting the Contact Centre Manager to plan for peaks and troughs in workload and make decision to optimise the workforce and resources.

About you

To be successful In tis position you will have:

• Qualification in related field and or experience in community services, financial counselling, financial capability or telephone & online based service delivery.
• Demonstrated experience in leading a team of people in a flexible workforce model or contact centre.
• Skills in leading phone intake, assessment and triage.
• Demonstrated understanding of a trauma informed approach and able to work with clients that are experiencing financial crisis, neglect, abuse, domestic violence, disability, and/or mental health.
• A satisfactory National Police Check
• A satisfactory International Police Check (if you have resided outside of Australia within the last 5 years)
• A current Employee Working with Children’s Check (WWCC) or state equivalent

About us

Our strategy outlines the world we want to see and our role advancing in it. It also speaks to the positive impact we will deliver to support women, girls and families to be safe, secure, strong and connected. We are committed to tackling the issues of our time which adversely affect them. We work to advance equity and social justice and support our communities to thrive.

We seek to increase economic participation and wellbeing, to build resilience, improve safety and bring about system change.

We offer microfinance programs and products, financial counselling and coaching, family violence support, parenting programs and playgroups, education programs and community houses. These services are complemented by research and advocacy to address the underlying structural causes of injustice, exclusion, and inequality.

Benefits include:

• Salary packaging (which can add up to $18,000 in tax-free pay per year)
• Paid study leave
• Paid parental leave
• Gifted leave at Christmas and Easter
• Additional purchased annual leave
• Flexible work hours/working from home where possible
• Long service leave due after 10 years, with access after seven
• Employee Assistance Program, a free and confidential counselling service

A position description is attached.

In line with various State Government's COVID-19 health and safety requirements, Good Shepherd’s assessment and induction processes may be facilitated remotely using various online tools. The People and Culture Team in collaboration with hiring managers will work with you to find the most appropriate method to ensure your safety and wellbeing and that of our employees.

We recognise the rich diversity of people across Australia. We are committed to ensuring that our team is reflective of the diverse community we serve and to supporting a culture of equity, inclusion and diversity.

Good Shepherd Australia New Zealand is a Child Safe employer. Employment is subject to satisfactory referee checks, a current employment working with Children Check, National Criminal History check and proof of the right to work in Australia.