Vinnies Assist Referral Information 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

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Vinnies Assist Referral Information Officer

Date: 6 Oct 2026

Location: Lewisham, NSW, AU, 2049

Requisition ID: 2468

About Us

The St Vincent de Paul Society is a leading provider of community support services, whose values it is to shape a more just and compassionate society.We believe our employees are key to our success and offer Learning and Development programs to enhance and grow your career across a range of teams and services. Our employees arerecognised for their achievements and offered promotional opportunities on a meritocracy basis within a collegiate and values driven team environment and culture.The Society recognises the value of an inclusive work environment and believes that our diversity is a strength in the work we do with our local communities.

Your Role

Join the Vinnies Services team, a team dedicated to delivering evidence based programs that support people experiencing poverty, disadvantage and crisis. As a Vinnies Assist Information & Referral Officer, you’ll be the compassionate first point of contact for callers across NSW, providing information, intake and referral support that connects people with the right services at the right time.In this purpose driven role, you’ll listen deeply, respond with care, provide culturally respectful and trauma-informed guidance, and help callers navigate services such as homelessness support, disability inclusion, health pathways and financial assistance. You’ll work within a collaborative, supportive team that values continuous improvement, wellbeing and meaningful impact.If you're passionate about helping people in crisis, thrive in fast-paced phone-based work, and want to make a tangible difference every day, this role is for you.

Your Responsibility

• Provide high quality, culturally appropriate and trauma informed support to callers seeking assistance.
• Deliver accurate intake, assessment, information and referral services internally and externally in line with SHS, NDIS and Health guidelines.
• Deliver excellent customer service, ensuring callers feel heard, supported and connected to the right services.
• Maintain accurate records and update client information in Society databases.
• Process donations and payments received via phone when required.
• Contribute to a collaborative team culture and support the implementation of the Strategic Plan.
• Uphold privacy, safeguarding, safety and compliance standards at all times.
• Support quality improvement, accreditation processes and continuous service enhancements.
• Manage time effectively, maintain wellbeing and adhere to scheduled breaks during high-volume call periods.
• Collaborate across directorates, including homelessness services, disability inclusion, health, membership, complaints, fundraising and retail teams.

You Will Need

Experience working in a high-volume customer contact or call centre environment.

• Experience assisting people in crisis and the ability to make sound, safe judgement calls.
• Experience in customer service, ideally within the NFP or community sector.
• Ability to manage and transfer a high volume of calls with professionalism and empathy.

Active listening, clear verbal and written comms and empathy

person centred trauma informed approach.

• Ability to remain calm, flexible and responsive when supporting clients with complex or challenging behaviours.
• Ability to work both independently and as part of a supportive team.
• Knowledge of mental health, homelessness, domestic violence, disability, welfare and community services.
• Understanding of child protection requirements.

Competency with client databases, Microsoft Office, sharepoint and other CRM platforms.

Certificate III in Community Services (or related discipline) or equivalent experience in community services, disability, aged care, drug & alcohol, welfare or crisis support.

Experience in membership based organisations or volunteer-led environments.

We offer:

• Supportive Team – Join a welcoming, values-driven team with a strong sense of community.
• Boost Your Take-Home Pay – Access up to $15,900 in tax-free benefits for everyday expenses.
• Career Progression – Grow with clear pathways to leadership and internal opportunities.
• Learning & Development – On-demand training to support your professional growth.
• Wellbeing Support – EAP and wellness services to support your mental and physical well-being.
• Inclusive Culture – Thrive in a diverse workplace with active RAP and DIAP programs.
• Leave Benefits – 5 days Sorry Business Leave , Mental Health/Wellbeing Day Off, 16 weeks of paid parental leave, plus access to cultural and study leave to support your personal and professional life.

St Vincent de Paul Society (NSW) welcomes people from all backgrounds, ethnicities, cultures, and experiences. We are an equal opportunity employer and arecommitted to engaging a diverse workforce.We encourage applications from Aboriginal and Torres Strait Islanders, people with disability, people from diverse cultural and linguistic backgrounds, people who identify as LGBTQIA+, candidates of any or no religious beliefs and applicants of all ages. If you are a candidate with disability please let us know if you require any support to participate in the application and recruitment process.

The Society is committed to being a Child Safe organisation, further information can be found inthe Society’s commitment to Safeguarding Children & Young People. Prior to an offer of employment, candidates will be required to complete the pre-employment checks including a Police check & Working with Children check. A health / medical assessment may be required for some roles.