• 12 month Parental leave cover Aug 2026 to Aug 2027
• Salary packaging, gifted leave at Christmas and Easter, paid parental leave
• Competitive above-award salary, SCHADS Level 5 - $102,791.52 + super

About the Role

The role of Intake and Triage Coordinator is an integral member of the Corporate Referral and Service Navigation and Support team, which delivers high-quality, short-term support and service navigation to clients experiencing complex support needs, including people experiencing family violence, risk of homelessness, mental ill health and other vulnerabilities. While this program is not intended to replace existing crisis services, Intake and Triage Coordinators will work with people who are in crisis, including those experiencing family violence and homelessness. The Intake and Triage Coordinator will support clients to access the appropriate crisis services for their needs.

Clients are referred to this program by several corporate partners who have identified that their clients are experiencing financial hardship along with other support needs. The Intake and Triage Coordinator's role is to assist these clients to access supports that meet the full range of their needs in a timely manner. This position will complete initial needs and risk assessments with our clients, develop agreed upon case plans, obtain client consent to collect information and refer eligible clients into the Financial Independence Hub or the Corporate Referrals Case Coordination team. We use a client-centred approach that is both trauma-informed and strengths-based, with a focus on promoting outcomes to improve client safety and wellbeing.

This is a national service providing telephone and online support as part of GSANZ's Service Navigation and Support Services.

The successful Intake and Triage Coordinator will have a unique opportunity to shape and contribute to the development of this important service. The position provides exposure to a diverse range of Good Shepherd programs, allowing for a broader understanding of the organisation’s holistic approach to client support. Staff in this role benefit from comprehensive training and ongoing support, ensuring they are well-equipped to deliver high-quality service. In addition, there are strong professional development opportunities available, making this an ideal role for someone looking to grow their career in the community services sector.

This is a Fixed Term 12 month contract (Aug 2026 - Aug 2027)

Key Responsibilities

• Respond to incoming calls from new clients and make outbound contact to connect with recently referred clients. This includes regular dedicated inbound phone shifts to respond to inbound calls
• Respond to online enquiries in a timely manner from new clients and Corporate partners that come via online portals, website enquiries or email to connect with recently referred clients
• Complete initial assessments with clients over the phone using a trauma-informed approach that includes exploring their individual circumstances, ensuring that the scope of the service is explained, safety is assessed, and that privacy and consent is discussed
• Support clients who may be distressed or in periods of crisis to access required supports
• Create initial support case plans using a strengths-based approach and provide support to clients over the phone to assist them with identifying and connecting with key support services
• Consult, refer and collaborate with other team members, including Corporate Referrals Case Coordination team, Financial Independence Hub and financial wellbeing peers, other GSANZ services and the broader service sector to support client goals
• Accurately collect and enter client information into the relevant systems, including detailing safety assessments and agreed follow up actions.
• Comply with GSANZ policy, procedures and practices and participate in GSANZ organisational activities 

About you

• Appropriate tertiary qualification in Social Work, Psychology or a related tertiary discipline (essential)
• Demonstrated capacity to provide support coordination or service navigation, including the ability to carry out comprehensive risk and needs assessments and respond appropriately
• Demonstrated understanding of a trauma-informed approach and ability to work with clients with multiple vulnerabilities and who are experiencing financial crisis, family violence, risk of homelessness, neglect, abuse, disability or mental ill health
• Demonstrated understanding of financial hardship and ability to recognise financial risk factors
• Demonstrated capacity to work flexibly and respectfully with a diverse range of people, including people with cultural, gendered, and socially and economically diverse backgrounds, people who experience health concerns or disabilities, carers and people who have not previously accessed a community services system
• Previous experience providing phone-based support including intake and assessment experience

Benefits

• Salary packaging - up to $15,900 in tax-free pay per year, plus entertainment up to $2650
• 4 days gifted leave at Christmas and Easter (pro rata)
• Up to 100 hours of paid study leave (where relevant to role)
• Hybrid working arrangement with opportunity to wfh 1 day a week
• 12 weeks paid parental leave (primary career)
• Additional leave through purchase leave pathways
• Employee Assistance Program, a free and confidential counselling service
• Eligible for participation in the portable long service leave program

About Us

Our 2023-2027 strategy outlines the world we want to see and our role in advancing it. We aspire for all women, girls, and families to be safe, well, strong, and connected. We strive for equity, dignity and social justice for women, girls and families by collaborating globally and acting locally, supporting our communities in Australia and New Zealand to thrive. 

We want women, girls and families to live full and dignified lives, have dignified income and enjoy financial wellbeing.  We aim to provide place-based, people-centred, holistic services while working at the system level to achieve bold and audacious reform. We currently offer microfinance programs and products, financial counselling and coaching, family and domestic violence support services, family and youth programs, playgroups, education programs and community houses. These services are complemented by research and strong advocacy to address the underlying structural causes of injustice, exclusion, and inequality. 

Good Shepherd Australia New Zealand (GSANZ) respects the dignity of all people, draws strength from, and celebrates the diversity of our community. At GSANZ, we strive for an inclusive culture where all identities feel safe and that they belong. We welcome and actively seek applications from Aboriginal and Torres Strait Islander people, people of all sexual orientations and gender expressions and identities, people with disability, and culturally and racially marginalised people. Each person’s individual decision regarding disclosure will be fully respected. 

How to apply

Please click 'Apply Now' to complete your application. Please upload your resume and a brief cover letter addressing the requirements of the role. 

Applications are considered as they are received.

To view the position description, please visit HERE.

We recognise that applicants may hesitate to disclose their need for adjustments during recruitment due to concerns about discrimination. To address this, Good Shepherd asks all candidates about any required accommodations, with the intention of minimizing any sense of exclusion or discomfort associated with requesting adjustments.

Good Shepherd believes in genuine inclusive practice and employment and will therefore offer job customisation to meet the varying needs of diverse candidates.

Personal data held by Good Shepherd Australia New Zealand relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

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.