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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. 

The Hold & Connect team provide high-quality, short-term support and service navigation to clients experiencing complex support needs, including people experiencing family violence, risk of homelessness, mental ill health, and other vulnerabilities.  While this program is not intended to replace existing crisis services, the program will work with people who are in crisis, including those experiencing family violence and homelessness. This position will complete initial needs and risk assessments with our clients, develop agreed plans and provide short-term coordination to support clients to engage with and navigate the support system.  We use a client-centred approach that is both trauma-informed and strengths-based, with a focus on promoting outcomes to improve client safety and wellbeing.


·       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.  

·       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. 

·       Where appropriate, work with the client eligible for a loan to collect information in the loan origination system, identifying points in the process where you can provide financial capability support.

·       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. 

·       Comply with GSANZ policy, procedures and practices and participate in GSANZ organisational activities.

Qualifications and Experience

Tertiary qualification in Social Work, or similar level qualification in a human services discipline, such as Psychology.

 Employment is subject to:

·       Relevant Qualifications/Registration Name 

·       A current Police Record Check

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

·       Proof of the right to work in Australia

·       Evidence of Covid-19 vaccination, or medical exemption

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

Key Selection Criteria

1. Appropriate tertiary qualification in Social Work, Psychology or a related tertiary discipline is essential.

2. Demonstrated capacity to provide support coordination or service navigation, including the ability to carry out comprehensive risk and needs assessments and respond appropriately.

3. 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.

4. Demonstrated understanding of financial hardship and ability to recognise financial risk factors.

5. 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.

6. Previous experience providing phone-based support including intake and assessment experience.

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.