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Access & Referral Officer

South Eastern Melbourne Primary Health Network


At South Eastern Melbourne Primary Health Network (SEMPHN), we foster and support a more equitable, person-centred and seamless health system to positively impact the health outcomes for our communities. Reporting to an independent Board, our vision is for the people of south east Melbourne to have the opportunity to live their healthiest lives possible.

We support this by providing:

  • Evidence, planning and influencing services to meet population health needs.
  • Capacity building services to grow primary health and its workforce in our region.
  • Commissioning services to translate national and state policy into local services and the regional health system.


The Access and Referral team serves as the entry point for SEMPHN-funded Mental Health and Alcohol and Other Drugs Services, facilitating referrals for clients transitioning within the stepped care model. This role provides day-to-day clinical oversight, ensuring timely and high-quality intake functions. The position aligns with SEMPHN's commissioned Mental Health services and involves managing referrals, monitoring service demand, and contributing to system development. The Access and Referral Officer also coordinates reported incidents and complaints, reporting outcomes to the SEMPHN Clinical Governance Group.


  • Act as the initial point of contact, delivering excellent customer service for referrals and inquiries.
  • Provide oversight for incoming referrals and service navigation whilst troubleshooting and escalating clinical issues or risks when required.
  • Assist service providers with knowledge on service availability.
  • Collaborate with GPs, referrers, and providers for accurate referral assessment and allocation professionally and promptly, whilst assisting GPs, Allied Health Providers, and the public in navigating service systems.
  • Maintain current knowledge of local service providers for effective information provision.
  • Assist ineligible clients in accessing services and track themes from ineligible referrals.
  • Ensure completeness and accuracy of data in the client information system.
  • Adhere to statutory acts, standards, and codes of ethics relevant to the professional background.


  • Minimum qualification; Certificate IV with significant experience in mental health, alcohol and other drugs or related field required. Allied Health qualification or qualification in related field such as psychology, social work, mental health nursing or occupational therapy desirable.
  • Knowledge of referral pathways, eligibility criteria for mental health psychosocial services and knowledge of digital health technology.
  • Demonstrated understanding of the mental health, psychosocial and AOD service systems and relevant experience working with these consumer cohorts including consumers with severe and persistent mental health issues.
  • Excellent communication (verbal and written) and negotiation skills.
  • Demonstrated ability to problem solve, decision making and advocacy in order to prioritise and coordinate support for clients, including those with complex needs.
  • Demonstrated experience in influencing, negotiating and engaging positively with a diverse range and large volume of stakeholders to achieve improved outcomes.
  • Demonstrated ability to manage escalated clinical risks and enquiries and provide guidance and support as required.
  • Professional phone manner and exemplary customer service skills.
  • Extensive experience in the use of Client Management Systems.


  • Attractive salary packaging and additional leave entitlements to ensure you are rewarded for your hard work.
  • Flexible working arrangements, so you can achieve a healthy work-life balance that suits your needs.
  • A friendly and inclusive work environment, where you will be part of a supportive team that values collaboration and collegiality.

Apply ASAP! 

For further information please contact [email protected] using the subject line: Access & Referral Officer enquiry via EthicalJobs.

We thank you for your interest in the role and our organisation, however only those applicants shortlisted will be contacted.

A National Police Check, and a Working with Children Check are required in accordance with government funding requirements.

All employees of SEMPHN must be permanent residents of Australia or hold a valid employment visa.

SEMPHN is committed to providing and maintaining a working environment which is safe and without risk consistent with the organisation’s obligations under the Occupational Health and Safety Act 2004 (OH&S Act).

SEMPHN promotes a workplace that values fairness, respect and social and cultural diversity. Aboriginal and Torres Strait Islander peoples and people from different cultural backgrounds are encouraged to apply.

How to apply

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