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  • Join a growing NFP organisation empowering the lives of women, children & families
  • Be part of a new national telephone & online program
  • Work from home 
  • Full time, (12 month contract) 
  • $86,546 + super, salary packaging (up to $18,000 tax free) & gifted leave 


The Case Coordinator will complete initial needs and risk assessments with our clients, develop agreed care plans and provide short-term care coordination to support clients to engage with and navigate the support system.

For a confidential chat, please contact Audrey Hamilton, Program Lead – Corporate Hardship & Niche Programs on  t: 03 5970 7007.

Please apply as soon as possible, applications are considered as they are received.


Key responsibilities include, but not limited to:

·        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.

·        Complete initial assessments with clients over the phone using 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.

·        Develop support and referral 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.

·        Undertake research for clients, locating appropriate referrals for a variety of support needs.

·        Provide short term support, connecting with clients and referral partners regularly over the phone to ensure the client is supported.

·        Consult, refer and collaborate with other team members, including financial counselling 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.

Qualifications and Experience

To be considered for this position, you will have:

  • A tertiary qualification (Degree) in Social Work, Psychology or a related tertiary discipline is 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
  • Evidence of Covid-19 vaccination, or medical exemption.


Good Shepherd Australia New Zealand is a Child Safe employer. Employment is subject to satisfactory reference checks, a current Employment Working with Children Check, National Police Check (International Police Check if resided overseas in the last 10 years) and proof of the right to work in Australia.

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.

Position Description

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Why Good Shepherd?

Salary Packaging

Development & Learning Opportunities

Paid Parental Leave

Paid Study Leave

Long Service Leave

Flexible Working Arrangements

How to Apply

To apply please review the hyperlinked position description and submit a short covering letter outlining your relevant skills and experience along with your CV to recruitment@goodshep.org.au. 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.

Please apply as soon as possible, applications are considered as they are received.