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The Financial Independence Hub (FIH) is co-designed by people with lived experience of domestic and family violence (DFV). It is a national, innovative program developed by Good Shepherd in collaboration with The Commonwealth Bank of Australia. The FIH supports people who are post-crisis who have experienced financial abuse as a result of DFV by an intimate partner.

The Senior Coordinator- Financial Independence Hub leads the Hub Coordinator team who are the central point of contact for participants and stakeholders involved in the program. This role is essential in managing the day-to-day operations and ensuring the effective and efficient delivery of intake, assessment, coach allocations, referral pathways and support tasks. This role is critical in providing leadership and supervision to the Coordinators and developing a highly competent and professional team.

Applications close at midnight 24th May 2021 and interviews will be held on Monday, 31st May 2021.


The Senior Coordinator is responsible for maintaining a focus on client-centered program delivery and may be required to directly respond to enquiries and assist participants with support tasks to ensure a responsive service.

  • Lead a team of geographically dispersed Hub Coordinators recognising individual strengths, needs and areas for development
  • Provide high quality, strengths based reflective supervision and reviews.
  • Employ performance improvement strategies and performance management processes if required
  • Demonstrate respect for the expertise of people with lived experience of financial abuse and ensure participant centered service delivery including flexible engagement options, understanding and implementing trauma informed practice and understanding the factors impacting financial wellbeing
  • Oversee the tasks of coordinators including eligibility, allocation and matching to coaching staff, referral pathways and applications for the Financial Independence Hub no interest loan product
  • Ensure the Coordinator team receives and responds to phone, email and face to face (where feasible) enquiries from participants and referral agencies within agreed timeframes
  • Plan and manage staff rostering and caseloads to support nationwide service delivery
  • In collaboration with the FIH leadership team develop demand management strategies and where required work directly with FIH participants to ensure nationwide coverage
  • In consultation with the Team Lead respond to and develop strategies to mitigate risk for clients. This includes supporting Coordinators to develop safety plans and provide crisis referrals where required with participants contacting the Hub
  • Contribute to the promotion of the FIH including delivering FIH presentations and workshops either remotely or in person
  • Develop and implement systems to ensure timely, high quality data collection and reporting including data collation and contributing to report writing.
  • Ensure that the team’s consultation with other services complies with privacy, consent and information sharing requirements
  • Collaborate with the team and provide insights and recommendations to the leadership team for continuous improvement including the review, development and adaptations of the program
  • Use culturally sensitive practice, be aware of and adapt practice to support the diverse needs, background and identity of each individual respectfully and professionally
  • Promote team wellbeing and take responsibility for own wellbeing.
  • Comply with GSANZ policy, procedure and code of conduct
  • Other duties consistent with the position where required and/or requested by the supervisor

Qualifications and Experience

To be considered, you will possess:

  • A tertiary qualification or relevant work experience in Social Work, Psychology, Community Development, Community Services, Financial Capability, Financial Counselling, Customer Service or an equivalent field
  • Experience working in a leadership role.
  • Experience leading a dynamic geographically dispersed team.
  • Experience in responding to and rostering a team to provide phone, email and face to face enquiries, intake and assessment.
  • Experience and understanding of domestic and family violence including financial abuse – people with a personal or professional understanding of the experience of financial abuse, domestic and family violence are strongly encouraged to apply.
  • Experience in the application of trauma informed practice.
  • Experience navigating complex service systems, identifying suitable referral pathways and facilitating warm referrals that align with participant goals.
  • Experience working with diverse groups and cultures and understanding intersectionality.
  • Experience in community services, financial capability, financial counselling or similar.

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.