Purpose of the Role

The Redress Intake and Casework Coordinator provides survivor-centred intake, casework, administration and service coordination support to people engaging with the National Redress Scheme.

As a key point of contact, the role assists survivors to access information, navigate the Redress process and remain connected to support throughout their engagement with the Scheme. The position combines practical assistance, advocacy, intake and administrative functions to ensure survivors experience a responsive, respectful and well-organised service.

Recognising that engagement with Redress can be emotionally demanding and administratively complex, the role works alongside survivors to reduce barriers, support informed decision-making, coordinate service responses and maintain accurate records and systems. This position contributes to a trauma-informed, survivor-centred approach that promotes dignity, choice, accessibility and self-determination.

This position is a 12 month contracted position which will end on the 31st July 2027.

Key Responsibilities

• Provide information about the National Redress Scheme in accessible, respectful and survivor-centred ways.
• Respond to enquiries from survivors, family members, community organisations and referral partners.
• Undertake intake, assessment and referral processes, ensuring timely and appropriate service responses.
• Support survivors to complete Redress applications and gather required information and documentation.
• Conduct records searches and assist with information gathering from institutions and relevant agencies.
• Provide practical assistance, advocacy and case coordination throughout the Redress process.
• Liaise with institutions, National Redress Scheme representatives and external service providers as required.
• Assist survivors to access counselling, legal, financial and community support services.
• Coordinate appointments, bookings, referrals and follow-up activities.
• Maintain regular contact with survivors throughout their engagement with the service.
• Identify barriers to participation and work collaboratively with survivors to develop strategies to address them.
• Maintain accurate client records, databases and information management systems.
• Support communication and coordination across the Redress team.
• Assist with reporting, data collection, resource distribution and administrative activities.
• Support community engagement activities, consultations and service promotion where required.
• Ensure confidentiality and the respectful management of sensitive information.
• Work collaboratively with counsellors, community engagement staff and external stakeholders to provide integrated responses.
• Contribute to service development activities that strengthen survivor participation and access.
• Support the smooth and effective operation of the Redress Support Service.

Essential Selection Criteria

• Degree or qualification in Social Work, Community Services, Welfare, Psychology, Counselling or a related discipline, or equivalent demonstrated experience.
• Demonstrated experience providing casework, intake, administration, advocacy and practical support within community service or human service settings.
• Demonstrated experience working with people affected by trauma, abuse, violence or complex life circumstances.
• Strong understanding of trauma-informed, survivor-centred and strengths-based practice.
• Demonstrated ability to support individuals to identify goals, reduce barriers and make informed decisions.
• Demonstrated ability to respond sensitively and professionally to people experiencing distress, adversity or crisis.
• Excellent written, verbal and interpersonal communication skills.
• High-level organisational, administrative and time-management skills.
• Demonstrated ability to maintain accurate records, databases and confidential information systems.
• Strong attention to detail and ability to manage competing priorities and deadlines.
• Proficiency in Microsoft Office and client management databases.
• Commitment to culturally safe, inclusive and accessible service delivery.
• Ability to work both independently and collaboratively within a multidisciplinary team.
• Demonstrated commitment to dignity, respect, social justice and survivor-centred practice.

Desirable Criteria

• Knowledge of the National Redress Scheme and issues affecting survivors of institutional child sexual abuse.
• Experience supporting survivors of institutional abuse, sexual violence, domestic and family violence or complex trauma.
• Experience undertaking records searches, advocacy and information gathering within government, legal or institutional systems.
• Experience managing intake, referral and client support processes.
• Knowledge of trauma-informed, violence-informed and Response-Based Practice frameworks.
• Experience in community engagement, resource development or systems advocacy.
• Experience working with Aboriginal communities, CALD communities, people with disability and neurodivergent individuals.
• Experience coordinating service delivery, reporting activities and administrative systems within a community services environment.

Mandatory Requirements

• Current Working With Children Check.
• National Criminal History Check.
• Current NSW Driver Licence.
• Comprehensive motor vehicle insurance.
• Eligibility to work in Australia.
• Commitment to Child Safe Standards and mandatory reporting obligations.

For further details or discussion regarding the position, please contact the Redress Support Service Manager via:

• Phone: (02) 9625 2599 OR
• Email: [email protected] using the subject line: Redress Support Service Intake and Casework Coordinator enquiry via EthicalJobs.

You are also invited to visit our website: www.rosiesplace.org.au

A position description is attached.