Door42 Client Support Officer

Regional Housing; Hervey Bay; On-site; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Training and professional development

Supportive team culture

Meaningful community impact

Job summary

Regional Housing is seeking a Door42 Client Support Officer to advocate for vulnerable young people and assist them toward independent living across the Fraser Coast region. You will provide intake, needs assessment and holistic case management while maintaining confidentiality and high-quality service delivery.

The role requires flexibility for a range of shifts, including sleepovers and weekends, and the ability to work within funding guidelines and organisational policies.

Qualifications

• Empathy and a client-centred approach to support at-risk youth.
• Strong communication, both written and verbal.
• Ability to balance crisis response with administrative duties.
• Commitment to ethical practice and culturally safe support.

Responsibilities

• Provide trauma-informed, culturally safe support to young people experiencing homelessness or housing and financial instability, including intake and needs assessments and case management.
• Advocate for young people and help navigate housing options and support services.
• Maintain records in accordance with privacy legislation and funding requirements.
• Backfill planned and unplanned leave to ensure 24/7 service delivery.
• Build community partnerships and collaborate with internal and external providers.

Skills

Empathy

Adaptability

Communication skills

Crisis response

Education

Human Services or Social Science studies

Job description

About Regional Housing

Regional Housing is a Tier 1, community-based, not-for-profit organisation with a clear vision: every person has a home. We manage crisis, transitional and long-term housing, along with delivering wrap-around support services for individuals and families in need across regional Queensland.

We are passionate about supporting the most disadvantaged in our community and are recognised for our strong team culture, professional approach, and commitment to inclusion. We welcome applicants from diverse backgrounds, including Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse communities, and people with disabilities.

About the Role

The Door42 Client Support Officer acts as an advocate for and supports vulnerable young people to achieve independent living in appropriate accommodation in line with Regional Housing policy and relevant operational and funding guidelines. This fast-paced frontline role operates across the Fraser Coast region and is central to supporting young people who are experiencing homelessness, are at risk of homelessness or experiencing financial hardship; providing holistic assessment, advocacy, intake and case management to assist young people in moving from crisis toward stable and independent living.

The role is essential in maintaining 24/7 service delivery through the backfilling of planned and unplanned leave. The successful applicant will be required to fill a variety of shifts, including sleepover shifts, weekend day shifts, public holidays, and peak leave periods such as holiday seasons.

Key Responsibilities:

Customer Support, Advocacy and Case Management: Provide trauma-informed, culturally safe support to young people experiencing homelessness or housing and financial instability, including completing intake and needs assessments, delivering structured case management with clear and achievable goals, advocating for young people and assisting them to navigate housing options and support systems while responding appropriately to people in crisis with empathy and professionalism.

Service Delivery and Compliance: Deliver high-quality customer service in accordance with statutory requirements, program guidelines, service agreements and Regional Housing policies, working closely with the General Manager – Support (or delegate) to ensure consistency and compliance.

Records, Reporting and Confidentiality: Maintain accurate, timely and confidential customer records across relevant systems, ensuring all customer information is documented in line with privacy legislation, funding requirements and organisational standards.

Community Partnerships and Engagement: Actively build and maintain strong community partnerships and referral pathways to ensure customers can access appropriate support services. Collaborate with internal teams and external providers to enhance coordinated service responses and improve customer outcomes.

Leadership, Teamwork and Culture: Model best practice, professionalism and Regional Housing values; actively contribute to an inclusive and supportive workplace culture; support colleagues, shared tasks and organisational objectives; and work with senior management on strategic goals or specific projects as required.

Training, Development and Safety: Undertake and maintain mandatory and program-specific training and professional development, provide required updates to management, proactively support risk minimisation and workplace safety, and assist with reception, phone and appointment-booking duties as required.

About You

You are empathetic, adaptable, professional, and confident responding to complex situations, with a strong commitment to ethical practice and customer-centred service. You are organised, detail-focused, and comfortable balancing youth focused crisis response work with administrative and office-based duties.

Flexibility, availability, and the ability to work a range of shifts across the full roster

Holder of Australian Citizenship or full, unrestricted Australian work rights

Ability to obtain and maintain a National Police Check, Blue Card and Disability Worker Screening Clearance

Current Queensland C-Class Driver Licence

Current First-Aid and Cardiopulmonary Resuscitation (CPR) Certificate

Strong interpersonal, written and verbal communication skills

Ability to manage customers experiencing crisis or distress

Demonstrated ability to work respectfully with Aboriginal and Torres Strait Islander peoples

Possession of, or currently studying towards the completion of qualifications in Human Services or Social Science will be well regarded

What We Offer

A meaningful role making a real difference in the community

Supportive, values-driven team culture

Training and professional development opportunities

The chance to work with a respected organisation committed to social impact

All applications are confidential and only shortlisted candidates will be contacted.