Contact Us


  • SCHCADS Level 6
  • Full time, Fixed term until 25 February 2022
  • Working from home location

Deliver a holistic, multi-channel model of support across economic wellbeing, family violence and family services that is person centred


Provide leadership for the Financial Capability Intake team that includes:
• Lead development of a high-performance team through demonstration of capabilities outlined in Good
Shepherds capability framework and performance planning process
• Ensuring all clients receive high quality, trauma informed intake and assessment support and referrals are
appropriate to the client’s situation (referral may be to internal or external services).
• Ensuring client information taken during intake is entered into the relevant systems (including the loan
origination system) and contained or shared appropriately.
• Coaching and supporting the team to implement new ways of working and to quickly adopt new systems
and processes that improve client outcomes.
• Supporting the team through a formal supervision framework
• Ensuring the wellbeing of the team through provision of appropriate support in their day to day roles
• Provide formal and informal supervision, set goals and manage contributions of direct reports and
contribute to the development of teams understanding, skills and capabilities.
• Support the Contact Centre Manager with people leadership
• Lead the performance of team across key metrics and workforce planning activities.
• Build and sustain excellent relationships with leadership, colleagues, the team and all stakeholders.
• Ensure the team maintains client files, case notes and data in accordance with Good Shepherd’s
• Support the Program Manager to plan for peaks and troughs in workload and make decision to optimise
the workforce and resources.
• Comply with GSANZ policy, procedures and practice and participate in GSANZ organisational activities

Qualifications and Experience

  • Experience leading a team of professionals in the delivery of client directed services, well developed consultation and collaboration skills and be able to work in complex work environments
  • Experience in community service, financial counselling, financial capability or telephone & online based service delivery
  • Demonstrated ability to work in a culturally sensitive way with people from culturally and linguistically diverse (CALD) communities and Aboriginal families
  • 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 leading 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 Working with Children’s Check (WWCC)

Position Description

get_app Download

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.