Trauma-Informed Information & Referral Officer

St Vincent de Paul Society; Sydney; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Supportive team

Tax-free benefits

Career progression

Learning & development

Wellbeing support

Inclusive culture

Leave benefits

Job summary

St Vincent de Paul Society is seeking an Information & Referral Officer to support callers across NSW. You will provide information, intake and referral services, navigating people to the right services at the right time with compassion and trauma-informed care.

This is a phone-based, fast-paced role that requires empathy and strong communication. You will work within a supportive team, using client databases and CRM platforms while maintaining privacy standards and contributing to service

Qualifications

• Experience in a high-volume customer contact or call centre.
• Experience assisting people in crisis and making safe judgements.
• Customer service experience, ideally in not-for-profit or community sector.
• Ability to manage a high volume of calls with professionalism and empathy.

Responsibilities

• Provide high quality, culturally appropriate and trauma-informed support to callers.
• Deliver accurate intake, assessment, information and referral services.
• Maintain accurate records and update client information in Society databases.
• Process donations and payments received via phone when required.
• Collaborate across directorates and contribute to strategic plan implementation.
• Uphold privacy, safeguarding, safety and compliance standards.

Skills

Active listening

Empathy

Communication skills

Customer service

Education

Certificate III in Community Services

Tools

CRM platforms

Microsoft Office

SharePoint

Job description

St Vincent de Paul Society is seeking an Information & Referral Officer to support callers across NSW. You will provide information, intake and referral services, navigating people to the right services at the right time with compassion and trauma-informed care.

This is a phone-based, fast-paced role that requires empathy and strong communication. You will work within a supportive team, using client databases and CRM platforms while maintaining privacy standards and contributing to service