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The Program Support Worker is an integral member of the Family Violence team providing a strengths-based trauma informed case management model of service delivery to families in accommodation options.

This role works closely with the Case Management and Therapeutic teams to support women and young people to achieve their identified goals; as well as undertaking the administrative and practical tasks associated with tenancy entry, exit and establishment.

The support worker role is critical in ensuring the delivery of individualized and tailored practical supports for women and young people in refuge and crisis accommodation.  The role consists of shift work, including sleepover and day shifts and weekends.


Duties Include but are not limited to

  • Assist with the co-ordination and facilitation of activities that meet the needs of women and young people as identified on their case plan
  • Undertake activities with women and young people to assist them to meet their goals
  • Assist with the development of life and living skills
  • Provide an afterhours response to the women and young people onsite as required
  • Arrange and facilitate access to appointments
  • Provide support to the case managers and the therapeutic team
  • Transport clients as required
  • Assist families through crisis situations
  • Provide orientation for clients, to the site and the local area
  • Ensure relevant documentation is provided and completed as required
  • Provide emotional support
  • Provide a point of contact for general enquiries as required
  • Be comfortable with working solo, undertaking sleepover shifts and working weekends
  • Participate in meetings as required, including team meetings and care team meetings
  • Perform other duties as required and as requested by line manager


  • Cleaning duties as required
  • Prepare units for entry of new families
  • Assist in maintaining security on site and respond to issues appropriately as and when required
  • Participate in OHS and compliance activities
  • Report property maintenance Issues
  • Maintain Inventory and ordering of new stock as required
  • Purchasing of food and household goods as required

Information Management

  • Maintain security of refuge locations at all times
  • Adhere to relevant record management systems and comply with Privacy Legislation
  • Ensure record keeping Is In line with quality, auditing and accreditation standards
  • Evidence, case note and records are kept and maintained up to date at all times In line with Good Shepherd standards

Qualifications and Experience

  • Diploma of Community Services or equivalent
  • Strong administrative and organisational skills
  • Excellent interpersonal and communication skills and the ability to relate respectfully to all staff and clients
  • Ability to take direction and apply sound judgment
  • Ability to easily build rapport and relationships
  • Competent literacy and computer skills
  • Strong and accurate data entry skills
  • Strong attention to detail
  • Ability to multi task whilst considering prioritisation of urgent tasks
  • Demonstrated commitment to working as part of an effective and productive team in an environment of reform
  • Adherence to the Privacy Act and related legislation in regard to sensitive client information
  • A commitment to the Child Safe Standards
  • A current Victorian driver’s licence
  • Ability to undertake shift work, including weekends and sleepovers, and flexibility to undertake additional shifts as required­­­­­­­­­
  • Experience working In the family violence sector is highly desirable
  • Knowledge of/training in the MARAM (Multi Agency Risk Assessment and Management Framework) beneficial
  • Case or Support work experience, particularly working with families and young people presenting with diverse needs is advantageous
  • Current First Aid Certificate desirable
  • Current Victorian driver’s licence

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.