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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

The T&O team deliver community finance products and services, including No Interest Loans, directly to clients. These products and services aim to improve the wellbeing and social inclusion of people who are disadvantaged and on low incomes. 

This role is the initial point of contact for clients, assesses their needs and refers them appropriately, and delivers direct services (community finance products). This direct service delivery includes completing budgets and loan applications with clients. 

It forms 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.


·   Receive and triage intake calls, show empathy and take a client-directed approach that empowers and supports a person while guiding them through the Good Shepherd finance options.

  • Ability to meet and exceed expectations

·   Respond to enquiries (phone and online), assess eligibility, determine client needs, and respond appropriately (this may be through providing direct services, information provision, or referrals to internal and external supports).

·   Assist people from diverse backgrounds with complex needs in a way that is respectful, appropriate, and professional.

·   Utilise known networks to provide information and make referrals to other support services, as required.

·   Assist clients with all aspects of loan applications, preparing a budget with them, and checking supporting documentation.

·   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 accurate client records are kept using client databases and loan management systems.

·   Consult, refer and collaborate with other team members, including Hold & Connect, 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

l Certificate or Diploma in Community Services, or equivalent community services experience is desirable

l Experience in contact centre community service and or banking

l Experience working with complex clients or clients would be highly regarded


Employment is subject to:

l Relevant Experience/Qualifications/Registration Name 

l A current Police Record Check

l A current Working with Children Check (WWCC) or state equivalent 

l Proof of the right to work in Australia

l Evidence of Covid-19 vaccination, or medical exemption


The above requirements will need to be supplied and verified prior to commencement. 

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.