Intake and Assessment

Better Place Australia; Victoria; On-site; AUD 45,000 - 65,000; Full time

Job summary

Better Place Australia is seeking an Intake Officer to act as the first point of contact for new clients, providing screening services, information and advice largely by telephone. The role focuses on families and related services, requiring effective communication and robust data gathering to determine access to services.

Ideal candidates will have a Certificate IV or Diploma in Welfare/Community Services, strong computer literacy, and be comfortable using Penelope, a case management system, to

Qualifications

• Certificate IV or Diploma in Welfare, Community Services or related discipline.
• Commitment to learning and interest in Family Support Programs.
• Ability to gather screening and assessment data to determine access to services.
• Excellent communication and interpersonal skills.
• Strong computer literacy and experience with a case management system (Penelope by Athena Software).

Responsibilities

• Provide screening services, information and advice to new clients by telephone.
• Act as first point of contact for separated couples/parents and families.
• Support professionals and agencies with intake processes.
• Maintain strong administration and organisational skills.
• Engage clients in crisis and build rapport.

Skills

Communication skills

Interpersonal skills

Customer service

Time management

Computer literacy

Education

Certificate IV or Diploma in Welfare/Community Services

Tools

Penelope case management

Job description

Our centralised Intake team are the first point of contact for our new clients. Intake Officers provide screening services, information and advice to separated couples/parents, their families and other professionals and agencies with the majority of the service being provided by telephone.

Prospective candidates must possess a minimum of a Certificate IV or Diploma in Welfare, Community Services or other related discipline together with a commitment to learning, and an interest in Family Support Programs, Family Law and Family & Children’s Services program streams. A demonstrated ability to gather screening and assessment data in order to determine access to services is essential as are strong administration skills.

Other essential criteria include excellent communication and interpersonal skills; the ability to engage and build rapport with people in crisis; well-developed personal organisation and time management skills and a strong customer service orientation. Candidates will also be required to demonstrate strong computer literacy and proficiency in the use of a case management system (Athena Software’s “Penelope” product).

Roles within our Intake and Assessment team would appeal to candidates seeking an entry point into the community sector and/or to those looking to develop their client assessment skills.