Intake Case Worker

The Salvation Army; South Canberra; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Salary packaging up to $15,900

Parental leave

Purchased Leave Scheme

Flexible working arrangements

Employee assistance program (EAP)

Training and development opportunities

Inclusive, mission-driven workplace

Job summary

The Salvation Army in ACT is seeking an Intake Case Worker to deliver trauma-informed intake, assessment, and short-term case coordination for individuals and families facing hardship and housing instability. Roles include triage across phone, in-person, and outreach, with emphasis on cultural safety and coordinated referrals.

You will conduct holistic assessments, provide brief interventions, and maintain accurate client records in SAMIS/SHIP, contributing to service delivery improvements and

Qualifications

• 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.

Responsibilities

• 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.

Skills

Trauma-informed practice

Cultural safety

Written and verbal communication

Team collaboration

Case management

Client assessment

Data entry & record keeping

Education

Diploma in Community Services or Social 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.

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.

Mission, Vision & Values

• Caring for people
• Creating faith pathways
• Building healthy communities
• Working for justice

Why work with the Salvos?

The Salvation Army offers a range of employment opportunities across the organisation, including those in community programs, aged care, retail, employment services, corporate and other support services. When you choose to work with the Salvos, you choose to believe in doing good that transforms the lives of people and communities facing hardship or crisis. So, if you are passionate about work that has purpose and satisfaction, are keen on delivering social and sustainable outcomes that change lives, we want to hear from you. Our employees have access to a range of benefits, plus personal development and career diversity opportunities that deliver real and meaningful benefits. Enjoy flexible working arrangements and a healthy work-life balance, generous salary packaging opportunities, parental leave, purchase leave schemes and much more. The Salvation Army encourages people from all backgrounds, abilities, and identities to apply. We are committed to fostering an inclusive environment that accepts and recognises every person, embraces their strengths and differences, and provide opportunities for all people to achieve their highest potential. Check out our career page to find out more about our recruitment process and what its like to work at the Salvos. We are always on the lookout for individuals keen to help us fulfil mission to support those in need. Along with contributing their valuable time to a good cause, volunteers bring much-needed vitality and a fresh perspective through their ideas to the range of roles we have on offer. Whatever your skillset, availability, or areas of interest, we are keen to hear from you. Check out our volunteer opportunities here.

The Salvation Army is an Equal Opportunity Employer who provides an inclusive work environment and embraces the diverse talent of its people. We value people of all cultures, languages, capacities, sexual orientations, gender identities and/or expressions. We are committed to achieving a diverse workforce and strongly encourage applications from Aboriginal people and Torres Strait Islander people.

The Salvation Army is a child safe organisation and is committed to protecting children and young people from harm. All child facing roles will require the successful completion of a Working with Children Check.

Applicants for all roles require a mandatory Nationally Coordinated Criminal History Check.

We value Integrity, Compassion, Respect, Diversity, and Collaboration