Intake Officer

Wakai Waian Healing; Rockhampton Regional; On-site; AUD 55,000 - 75,000; Full time

Job summary

Wakai Waian Healing in Rockhampton is seeking an Intake Officer to join the Service Delivery Team. You will provide administrative, intake and coordination support to ensure a smooth, timely, and culturally safe journey through services.

Working closely with clinicians, admin staff and community partners, you will maintain consumer records, update tracking spreadsheets, and assist with caseload processes while upholding culturally informed service delivery.

Qualifications

• Strong organisational skills and cultural sensitivity.
• Experience in admin/clerical work is desirable.
• Ability to manage multiple tasks in a busy environment.

Responsibilities

• Support team to ensure timely allocation of consumers to clinicians.
• Maintain accurate consumer tracking spreadsheets, calendars and records.
• Conduct audits to ensure consumer journey milestones are completed.
• Support clinicians with caseload management, handovers and documentation.
• Contribute to improvements in service delivery processes and workflows.
• Collaborate with internal teams and external services.
• Represent WWH in community engagement and education activities as required.

Skills

Organisational skills

Cultural sensitivity

Communication skills

Attention to detail

Education

Certificate IV in mental health

Job description

Aboriginal and Torres Strait Islanders strongly encouraged to apply.

Wakai Waian Healing (WWH) provides specialist mental health, counselling and social and emotional wellbeing (SEWB) services for Aboriginal and Torres Strait Islander peoples, alongside generalist services for the wider community. Our work is grounded in cultural strengths, supported healing and culturally safe practice. More information is available at our website: wakai-waian.com.au

About the role

The Intake Officer is a key member of the Rockhampton Service Delivery Team (SDT), responsible for delivering high-quality administrative, intake and coordination support that ensures consumers experience a smooth, timely and culturally safe journey through WWH services.

The role works closely with clinicians, administrative staff and community partners to support the entry, engagement and exit of consumers across multiple programs. The Intake Officer maintains accurate consumer records, keeps tracking spreadsheets up to date, coordinates essential steps in the consumer journey, supports clinicians with caseload processes and ensures all major milestones are completed.

This highly collaborative role requires strong attention to detail, excellent communication skills, and an ongoing commitment to culturally informed service delivery.

Key responsibilities

• Support team to ensure timely allocation of consumers to clinicians
• Maintain accurate consumer tracking spreadsheets, calendars, file notes and administrative records and documentation
• Conduct audits to ensure consumer journey milestones are completed
• Support clinicians with caseload management, handovers and documentation
• Contribute to improvements in SDT processes, forms and workflows
• Work collaboratively with internal teams and external services
• Represent WWH in community engagement, networking and education activities as required

About you

You bring strong organisational skills, cultural sensitivity and a genuine commitment to supporting the mental health and wellbeing of Aboriginal and Torres Strait Islander peoples. You are confident using technology, able to manage multiple tasks, and comfortable working in a busy, team-based environment. You may already have experience in mental health or SEWB work, or you may be developing your skills through formal study.

Completed or willing to undertake a Certificate IV in mental health

Previous admin experience in a clinical/medical/allied health environment (desirable but not essential)

Willingness to collaborate with Aboriginal and Torres Strait Islander communities and stakeholders

Knowledge of factors affecting Aboriginal and Torres Strait Islander Social and Economic Well Being (SEWB)

Understanding of local community needs in Central Queensland

Ability to meet deadlines and manage multiple tasks

Blue Card and NDIS Worker Screening (or ability to obtain)