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Intake Officer - Wyong Creek

The Glen Centre


The Glen is 35-bed drug and alcohol residential rehabilitation centre established in 1994 and located at Chittaway Point. Our program is designed to treat a client in a holistic manner by addressing all of their issues. This means that we treat the person as a whole (spiritually, mentally and physically). We don’t just treat their addiction, we also look at things in their life that may be causing the addictive behaviours. Our program is about empowering people to take control of their lives, to live a good, fun life and to become active members of their families and the community as a whole.


The Glen for Women is a newly established 20-bed facility for women opening in April 2022 and located at Wyong Creek. The centre will follow a similar treatment philosophy as The Glen for Men. We are seeking strong, compassionate, empathetic woman with demonstrated experience of strength based and trauma informed approaches to address and support the needs of women seeking treatment.


The Intake Officer is often the first point of call for someone seeking help. The Intake Officer is an essential team member to help manage workflow of new clients applying into The Glen. This includes managing phone calls, enquiries, application forms, telephone assessments, chasing documentation (criminal histories + medical info) and liaising with the pre-outreach and clinical team. The intake officer will work collaboratively with the team, particularly the mental health nurse, to make decision on who is accepted in The Glen.

  • Answer phone and voicemails and take enquiries about The Glen program.
  • Ability to identify and refer to relevant agencies as required.
  • Escalate any complaints or complex enquiries to management
  • Explain the application/documentation process including criminal histories and medical information
  • Conduct telephone assessments for people applying into The Glen program.
  • Review criminal histories against The Glen’s policy and criteria
  • Liaise with pre and post outreach team.
  • Liaising with client stakeholders such as lawyers, MERIT, detox centres, AMSs and Drug Court.
  • Participate in stakeholder relationship activities such as visiting detoxes and other services
  • Reporting to Centrelink online.
  • Daily Centrepay reports and weekly rental checks.
  • Monitor that all clients have court reports and completion certificate as required.
  • Follow checklists and one-page training documents

Program and Office responsibilities:

  • Ensure that Current Client list is up-to-date on a daily basis
  • Provide input into program development through intake committee and staff meetings.
  • Provide ongoing mentorship to new employees & volunteers.


  • Attention to detail.
  • Assertiveness as required.
  • Ability to work independently and in a team environment.
  • Ability to show empathy to potential clients and their family/supports.
  • Ability to case manage yourself
  • Leadership & communication skills
  • Good computer & technology skills
  • Ability to provide solutions when you identify a problem
  • Ability to plan your work, and manage your time
  • Ability to build relationships that add value to client journey
  • Understanding of risk
  • Ability to negotiate complex issues with clients.


A lot of hard work happens behind-the-scenes at The Glen. There are high expectations that come with wearing a Glen shirt, this includes:

  • Always prepared: The Glen takes pride in being organised, planned and prepared in everything we do – programs for clients, meetings with staff/stakeholders and community events.
  • Always communicating: Communication is key to ensure everyone is always on the same page. We communicate via multiple technologies – phone, messages, emails, calendars, shift reports and clinical software (Mimaso)
  • Always improving: The Glen is accredited under QIP always striving for better. We are a fast-paced, driven and ambitious organisation that’s always seeking to work more efficiently and effectively for the betterment of the client journey.
  • Always honest: One of our values is that everything we do is grounded in a foundation of honesty. We have honest conversations with clients, we are honest with ourselves, honest with each other and our stakeholders. There are times of debate and discussion to arrive at win-win solutions. Walk into any room with a Glen shirt on, and people expect honesty from us.

If the values and statements above align with you, then The Glen will be a great place to work.


The intake role is Monday to Friday 8am to 4pm


The Glen remunerated according to the SCHADS award with the level to based on your experience & qualifications, and can be negotiated.


For any enquiries, please email [email protected], using the subject line: Intake Officer enquiry via EthicalJobs, with your question and phone number, and we'll get back to you as soon as possible.

A position description is attached.

How to apply

This job ad has now expired, and applications are no longer being accepted.
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