Renter Rights Service Intake & Triage Worker

Barwon Community Legal Service; Geelong; Hybrid; AUD 70,000 - 80,000; Full time

Benefits offered by this job

Five weeks’ annual leave

Salary packaging benefits

Hybrid work arrangements

Ongoing training & development

Supportive team environment

Contribute to statewide renter support

Job summary

Barwon Community Legal Service in Belmont, VIC is seeking a Renter Rights Service Intake & Triage Worker to be the first point of contact for renters. You will assess needs, identify risks, provide information and referrals, and help connect clients with the right support at the right time, across BCLS and the Victorian Renter Rights Program.

This client‑centred, trauma‑informed role supports people facing housing stress and aims to improve housing outcomes statewide, with flexible, hybrid work

Qualifications

• Experience in intake, assessment, information or referral work.
• Experience in housing, legal assistance, community services or a related field.
• Strong communication and relationship-building skills.
• Sound judgement and the ability to assess risk and prioritise competing demands.
• Excellent administration and record-keeping capabilities.
• A client-centred and trauma-informed approach.
• Knowledge of Victorian rental issues or the ability to quickly build this expertise.
• Understanding of the Residential Tenancies Act 1997, or willingness to develop this knowledge.

Responsibilities

• Welcome and engage clients via phone, online referrals and in-person enquiries.
• Conduct intake, screening and needs assessments.
• Identify urgency, risk factors and service eligibility.
• Provide information, practical assistance and referrals.
• Coordinate referrals both within BCLS and across the Victorian Renter Rights Program.
• Maintain accurate client records and manage intake waitlists.
• Support clients experiencing housing insecurity, financial hardship, family violence and other vulnerabilities.
• Build strong relationships with housing, legal and community service providers.
• Contribute to a coordinated, client-centred statewide renter support system.

Skills

Intake experience

Assessment experience

Information & referral

Communication skills

Risk assessment

Client service orientation

Trauma-informed approach

Job description

Renter Rights Service Intake & Triage Worker

Barwon Community Legal Service – Belmont VIC

At Barwon Community Legal Service, we believe everyone deserves access to information, support and justice. Every day, we work alongside people facing complex legal, housing and social challenges, helping them understand their options and connect with the services they need.

We're seeking a compassionate, organised and solutions-focused Renter Rights Service Intake & Triage Worker to join our team. This is a unique opportunity to play a critical role in helping renters access timely support while contributing to a statewide program improving housing outcomes for Victorians.

At Barwon Community Legal Service, we believe everyone deserves access to information, support and justice. Every day, we work alongside people facing complex legal, housing and social challenges, helping them understand their options and connect with the services they need.

We're seeking a compassionate, organised and solutions-focused Renter Rights Service Intake & Triage Worker to join our team. This is a unique opportunity to play a critical role in helping renters access timely support while contributing to a statewide program improving housing outcomes for Victorians.

About BCLS

Barwon Community Legal Service is an independent, not-for-profit organisation that has supported communities across the Barwon region since 1986. We provide legal information, advice, advocacy, referrals and community education, with a focus on people experiencing disadvantage and vulnerability.

About the role

The Renter Rights Service (RRS) forms part of Victoria's broader Victorian Renter Rights Program (VRRP) and provides renters with local, place-based support to resolve issues in their renting arrangements.

As the Renter Rights Service Intake & Triage Worker, you'll be the first point of contact for renters seeking assistance. You'll assess needs, identify risks, provide information and referrals, and help ensure people are connected with the right support at the right time. You'll also contribute to intake and triage across other BCLS services as required.

In this role you will:

• Welcome and engage clients via phone, online referrals and in-person enquiries.
• Conduct intake, screening and needs assessments.
• Identify urgency, risk factors and service eligibility.
• Provide information, practical assistance and referrals.
• Coordinate referrals both within BCLS and across the Victorian Renter Rights Program.
• Maintain accurate client records and manage intake waitlists.
• Support clients experiencing housing insecurity, financial hardship, family violence and other vulnerabilities.
• Build strong relationships with housing, legal and community service providers.
• Contribute to a coordinated, client-centred statewide renter support system.

About you

You're someone who enjoys helping people navigate complex situations and connecting them with the right support. You are calm under pressure, organised, resourceful and committed to delivering exceptional client service.

You'll ideally bring:

• Experience in intake, assessment, information, referral or community services.
• Experience working in housing, legal assistance, community services or a related field.
• Strong communication and relationship-building skills.
• Sound judgement and the ability to assess risk and prioritise competing demands.
• Excellent administration and record-keeping capabilities.
• A client-centred and trauma-informed approach.
• Knowledge of Victorian rental issues and support services, or the ability to quickly build this expertise.
• Understanding of the Residential Tenancies Act 1997, or willingness to develop this knowledge.

Why join BCLS?

We know our people are our greatest asset and we're committed to providing a supportive and flexible workplace.

We offer:

• SCHADS Level 4 salary, dependent on experience, plus 3% above award.
• Salary packaging benefits.
• Five weeks’ annual leave.
• Annual leave loading.
• Three additional leave days between Christmas and New Year.
• Flexible and hybrid working arrangements.
• Ongoing training and professional development.
• A supportive and collaborative team environment.
• Work that contributes to a fairer renter support system.

Barwon Community Legal Service is committed to a diverse, inclusive and culturally safe workplace. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disability, people from culturally and linguistically diverse backgrounds, and people with lived experience relevant to our work.