Intake & Referral Officer

Holstep Health; Melbourne; Hybrid; AUD 60,000 - 85,000; Full time

Benefits offered by this job

Hybrid work

Job summary

Holstep Health in Melbourne is seeking an Intake & Referral Officer to provide a centralized intake, eligibility assessment and referral service. You will connect consumers with internal or external services and support coordinated care across multidisciplinary teams.

This role involves INI interviews, crisis support where needed, arranging appointments, maintaining confidentiality, and guiding people through care pathways with a warm, professional approach.

Qualifications

• Experience in consumer intake, information provision, INI, assessment and referrals in a community health or similar setting.
• Strong interpersonal and customer service skills with the ability to communicate clearly.
• Ability to interpret information, exercise sound judgment and discretion.

Responsibilities

• Provide a welcoming first point of contact for consumers, carers, referrers and community members.
• Conduct INI, intake interviews and broad screening to determine needs, eligibility and urgency.
• Assist consumers in crisis to access appropriate services and assessments.
• Identify opportunities for care management and coordinated treatment.
• Facilitate timely referrals and coordinate appointments across programs.
• Support navigation of services and pathways, promoting coordinated care.
• Maintain confidentiality and privacy in line with legislation and policies.
• Work within multidisciplinary teams to support integrated, consumer-centered care.

Skills

Interpersonal communication

Customer service

Judgment and discretion

Time management

Multidisciplinary teamwork

Privacy and information management

Education

Tertiary qualifications in social work, nursing, community development, psychology or related discipline

Tools

EMR systems

Electronic referral pathways

Job description

Join our friendly and dedicated Intake & Referral Team at Holstep Health! We’re looking for enthusiastic and motivated people who are passionate about supporting our community and helping people access the services they need. We have three exciting opportunities to join our team across parental leave cover, permanent part-time and permanent full-time positions. Based in the West Heidelberg Holstep Health location with hybrid working available.

3 positions available:
0.6 FTE 12-month fixed term Parental Leave cover
0.8 FTE Permanent Part Time
1.0 FTE Permanent Full Time

The role of the Intake & Referral Officer is to provide a centralized intake, services eligibility, referral and
scheduling service to ensure timely, equitable and appropriate access to Holstep Health Services. As one of
the first points of contact for consumers, carers, referrers and community members, the role plays a critical
part in creating a welcoming and positive experience. The ‘role’ undertakes initial needs identification, intake,
screening, referral coordination to connect consumers with the most appropriate internal or external services
based on their needs, eligibility and level of consumer risk.

The position supports a broad range of community health services including Counselling, Mental Health, Allied
Health, Community nursing, Social Work, Pediatric services, Carer Support, Social support programs, home
care and other services as they evolve.

Working within an integrated multidisciplinary environment, the role collaborates with clinical and non
clinical teams, General Practitioners, hospitals and community organisations to facilitate coordinated care,
improve service access and support consumer outcomes.

YOU WILL BE RESPONSIBLE FOR:

Key Responsibilities:

• Provide a welcoming, and professional first point of contact for consumers, carers, referrers and community members.
• Conduct Initial Needs Identification (INI), Intake interviews and broad screening to determine consumer needs, eligibility, urgency and level of risk.
• Assist consumers experiencing crisis or vulnerability to access appropriate services and assessments.
• Identify opportunities for care management and coordinated treatment.
• Facilitate timely referrals
• Support consumers and external providers to understand available services and navigate appropriate care pathways.
• Promote coordinated care across multidisciplinary teams.
• Provide information regarding eligibility, waiting times, fees, available programs and alterative services where appropriate.
• Coordinate appointments and service bookings across a range of Holstep Health programs.
• Maintain consumer confidentiality and privacy in accordance with relevant legislation, standards and organisational policies and procedures.
• Work collaboratively within multidisciplinary teams to support coordinated, integrated and consumer-centered care.
• Share knowledge and contribute to a positive, collaborative and high performing team culture.

WHAT YOU NEED TO SUCCEED:

Key selection criteria:

Essential

• Demonstrated experience in consumer intake, information provision, Initial Needs Identification (INI), assessment and referrals within a community health or similar environment.
• Highly developed interpersonal communication and customer service skills.
• Demonstrated ability to interpret information and exercise sound judgment and discretion.
• Experience working with multidisciplinary teams and a broad range of health and community service providers.
• Understanding of crisis intervention, risk identification and appropriate referral pathways.
• Demonstrated knowledge of primary health care, community services and service coordination.
• Strong organisational and time management skills with the ability to achieve competing priorities.
• Well-developed computer skills, including electronic consumer management systems and electronic referral pathways.
• Demonstrated understanding of privacy, confidentiality and information management requirements.
• Demonstrated understanding of the needs of people from culturally and linguistically diverse backgrounds and other priority population groups.
• Ability to work independently and collaboratively within a Multidisciplinary Team.

Desirable

• Tertiary qualifications in social work, Nursing, Community Development, Psychology, Allied Health or a related discipline.
• Experience working within community health.
• Knowledge of medical terminology.
• Experience working within a social model or health.