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Good Shepherd employees are committed to inclusive practice that responds to the specific needs, context and circumstances of service participants. We embrace the diversity and intersectionality of individuals and recognise a person’s right to a unique identity comprising culture, language, ability, community, gender, sex, sexual orientation and lived experience.

The Telephone and Online team

This role will form a part of a broader team of skilled professionals working closely to deliver a holistic, multi-channel model of support across economic wellbeing, family violence and family services that is person centred and linked into community support services.

This National team will ensure that people who present with financial and personal disadvantage as a result of COVID 19 are supported and empowered to address immediate and longer term financial and personal risks and vulnerability.

As a Good Shepherd Financial Capability Intake Officer, part of the Telephone and Online Team you will:

  • Receive and triage intake calls, show empathy and take a client-directed approach that empowers and supports a person to tell their story, enables you to identify disadvantage or trauma and ensures appropriate referral.
  • Work with the client eligible for a Telephone and Online loan to collect information in the loan origination system, identifying points in the process where you can provide financial capability support.
  • Understand vicarious trauma; be able to lead a conversation through a trauma informed lens; have empathy for the challenges faced by people with varied lived experience; and take a situational approach when supporting each person.
  • Be able to recognise personal risk factors that may indicate family violence, mental health distress or child abuse and neglect; prioritise, triage and refer to other sources of support and assistance in alignment with the client’s goals.
  • Be able to recognise financial risk factors, prioritise and triage to financial counselling, financial wellbeing or legal supports, in alignment with the client’s goals
  • Ensure that consultation with and referral to other services complies with privacy, consent and information sharing requirements.
  • Be culturally sensitive and aware and adapt your practice to accommodate the diverse needs, background and identify of each individual.
  • Always comply with GSANZ policy, procedure and code of conduct.


  • As the initial point of client contact, you will be required to assess a person’s presenting financial, personal and any other relevant circumstances; provide information and options, agree and obtain client consent for referral.
  • Undertake high quality, trauma informed intake and assessment and provide initial support, consultation, triage and warm referral to internal or external services. Internally the person may be directed to a, Financial Counsellor, Social Worker, Family Violence Worker, and Family Support Worker. You may refer to external organisation where appropriate.
  • Collect and enter client information taken during intake into the relevant systems (including the loan origination system) or share information as appropriate.
  • 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
  • Consult, learn and implement new ways of working and quickly adopt new systems and processes to improve client outcomes.
  • Comply with GSANZ policy, procedures and practice and participate in GSANZ organisational activities

Qualifications and Experience

    • Minimum requirements – Diploma in Financial Counselling; or Core Financial Capability units of the Diploma of Financial Counselling; or Diploma Community Services
    • Experience in community service, financial counselling or financial capability service delivery
    • Ability to communicate and demonstrate human rights, social and economic justice in practice
    • Understanding of the Australian financial and credit system, including debt traps
    • Demonstrated understanding of the community services system
    • Skills in phone intake, assessment and triage
    • A knowledge of referral options and the ability to make specialised referrals in response to identified client goals
    • Demonstrated time management skills
    • Capacity to enter relevant, accurate and timely data
    • A satisfactory Police Check
    • A current Employee Working with Children’s Check (WWCC)

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 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.