Intake Case Worker

The Salvation Army; Canberra; On-site; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Salary packaging up to $15,900 AUD tax

Meal entertainment benefit

Paid parental leave

Purchased Leave scheme

Bereavement leave (Sorry Business)

EAP & health & wellness initiatives

Job summary

The Salvation Army in Australia seeks an Intake Case Worker to deliver trauma-informed intake, assessment, and short-term case coordination for people facing hardship, housing instability, or complex needs. You will triage across phone, in-person, and outreach access points and collaborate with ACCOs to ensure culturally safe responses.

Applicants should have a Diploma in Community Services or related field, or substantial case work experience, with a minimum of 1 year in case management.

Qualifications

• Diploma in Community Services or Social Work, or equivalent case work experience.
• Minimum 1 year of case management experience or related frontline support.
• Understanding of trauma-informed practice and its impact on vulnerable populations.
• Ability to deliver culturally safe services and engage interpreters as needed.
• Strong written and verbal communication, with clear case notes and reports.
• Familiarity with confidentiality, consent, privacy and safeguarding duties.
• Experience with SAMIS, SHIP or similar data systems is preferred.

Responsibilities

• Conduct holistic assessments using trauma-informed approaches.
• Provide brief interventions such as safety planning and crisis support.
• Refer clients to longer-term supports and ensure follow-up.
• Record assessments and client data accurately in SAMIS/SHIP.
• Deliver intake services via phone, in-office, and outreach.
• Promote cultural safety and accessibility across service delivery modes.
• Coordinate with ACCOs, government agencies, and community services.
• Participate in inter-agency meetings and joint referrals.
• Facilitate warm handovers for continuity of care.
• Engage in supervision, reflective practice and case reviews.
• Stay informed on legislation and best practices; contribute to service improvement.

Skills

Trauma-informed practice

Culturally safe services

Written and verbal communication

Confidentiality & safeguarding

Time management

Multilingual capability

Education

Diploma in Community Services

Diploma in Social Work or related field

Experience in case work

Tools

SAMIS

SHIP

Job description

Number of Positions Available:

1

ABOUT US

The Salvation Army is a Christian movement and one of Australia's largest and most-loved charities. We believe in doing good that transforms lives and futures for the better. It is this belief which drives us to find new ways and places where we can make a difference. From times of personal crisis to moments of national grief, we are always here - providing support, safety, community, and opportunity.

About the Role

As a key member of The Salvation Army's ACT Central Intake Service (CIS) team, the Intake Case Worker plays a vital role in delivering high-quality, trauma-informed intake, assessment, and short-term case coordination to individuals and families experiencing hardship, housing instability, or complex needs.

This role operates within a triage and prioritisation framework aligned with the ACT Shared Practice Framework and is delivered through multiple access points-phone, in-person, and outreach. Intake Case Workers collaborate closely with local service providers, including Aboriginal Community Controlled Organisations (ACCOs), to ensure culturally safe and effective responses.

The Salvation Army is committed to achieving a diverse workforce and strongly encourages applications from Aboriginal and Torres Strait Islander peoples.

How you will make an impact

• Conduct holistic assessments using the ACT Shared Practice Framework.
• Provide brief, goal-oriented interventions such as safety planning, crisis support, and short-term case coordination.
• Refer clients to appropriate long-term supports and maintain active follow-up where required.
• Record assessments and client data accurately in systems such as SAMIS or SHIP.
• Deliver intake services via phone, in-office, and outreach locations.
• Ensure cultural safety and accessibility across all service delivery modes.
• Confirm client identity, consent, and risk factors through TSA protocols and sector systems.
• Maintain current knowledge of local referral pathways and eligibility criteria.
• Work collaboratively with ACCOs, government agencies, and other community services.
• Participate in inter-agency meetings and shared referral processes.
• Facilitate warm handovers to ensure continuity of care.
• Engage in supervision, reflective practice, and case reviews.
• Stay informed of legislative changes and best practice approaches.
• Contribute to service improvement initiatives and co-design activities.
• Actively participate in team planning, professional development, and service reviews.
• Foster a positive, inclusive, and respectful team environment.
• Uphold TSA values of compassion, integrity, respect, diversity, and collaboration.

What you will bring

• Minimum Diploma in Community Services, Social Work, or a related field OR significant experience delivering case work or community support.
• At least 1 year of case management experience, or substantial experience supporting vulnerable individuals and families.
• Deep understanding of trauma-informed practice and the impact of poverty and systemic disadvantage.
• Proven ability to deliver culturally safe services, including working with interpreters and liaison workers.
• Strong written and verbal communication skills, including the ability to write clear case notes and reports.
• Knowledge of confidentiality, consent, privacy, and safeguarding responsibilities.
• Excellent time management and the ability to prioritise effectively in a team setting.
• Ability to respond appropriately to complex and unpredictable situations.
• Proficiency in a language other than English.
• Knowledge of the ACT service system, particularly in homelessness and financial wellbeing sectors.
• Familiarity with SAMIS, SHIP, or similar case management/data reporting systems.

What We Offer

• Salary packaging up to $15,900 tax free + $2,650 meal entertainment benefit.
• Generous Paid Parental leave for primary (12 weeks) & secondary carers, Purchased Leave Scheme (up to 8 weeks) and 5 days paid leave per year to experience working in other TSA programs or activities.
• Sorry Business and Ceremonial leave (up to 10 days)
• Becoming part of our Burra Burra Network - a pastoral care network where regular group and topic-specific yarning circles are hosted to bring an awareness of the support and opportunities available
• Access to EAP and health & wellness initiatives incl Fitness Passport
• Ongoing training and development opportunities that enhance on the job skills and proficiency.
• Rewarding and fulfilling purpose driven careers that have positive and sustainable / social impacts.