- Permanent part-time (28 hours per week over 5 days)
- Bankstown office location
- Community Legal Centre incorporating domestic and family violence services
- Salary range: SCHCADS L4 + super and leave loading
- Flexible work conditions by negotiation, salary packaging to increase take home pay, 5 weeks’ annual leave plus leave loading, additional leave at Christmas

About Justice Support Centre

Justice Support Centre is a not-for-profit community legal centre.

Our legal services include information, advice and legal representation for people in South West Sydney whose access to justice is denied or constrained, and include specialised legal services for victim-survivors of DFV.

Our DFV services include court support and advocacy, safety planning, case management and financial counselling.

Both the legal and DFV teams offer tailored training and workshops to community members and community organisations.

We give our clients the guidance, legal advice, support services and strength they need to claim their rights, know their options and choose their next steps.

About the role

We are seeking an experienced Intake Worker for our Domestic and Family Violence Casework Services Team. You will be part of a team delivering a best-practice, specialist, trauma-informed model of service delivery to women affected by domestic and family violence (DFV), with a commitment to empowering women and children to break the cycle of DFV.

The Intake Worker provides a centralised, consistent and timely intake pathway for the Domestic and Family Violence Casework Services Team. The Intake Worker is responsible for the day-to-day referral and intake functions, managing the client journey from receipt of referral through to allocation and handover to the Caseworker.

The role provides one consistent point of entry for referrals, reduces intake and administrative demands on Caseworkers and Assistant Managers, and strengthens oversight of referrals, allocation, waiting times and service capacity.

Applicants must have a commitment to empowering women and children affected by DFV, an understanding of, or willingness to learn, the principles of a trauma-informed approach to service delivery, demonstrated ability to engage effectively with clients from culturally and linguistically diverse backgrounds, and demonstrated ability to engage effectively with clients in crisis. Proficiency in a language other than English is desirable.

This position is open to female applicants only. Justice Support Centre considers being a woman to be a genuine occupational qualification for this position under s. 31 of the Anti-Discrimination Act 1977 (NSW).

Principal Duties

The work includes, but is not limited to, the following duties:

- acting as the primary point of contact for monitoring the referral inboxes and other intake pathways throughout the working day
- identifying new referrals and enquiries, reviewing them promptly and identifying urgent matters requiring immediate action
- reviewing organisational referrals against eligibility and program guidelines, confirming completeness and identifying any immediate risk concerns
- contacting referrers where information is missing or clarification is required, and confirming safe and current contact details for clients
- undertaking initial intake conversations with self-referring clients, including explaining the program, eligibility, confidentiality and its limitations, and mandatory reporting obligations




- undertaking initial risk screening and prioritisation of referrals (High Risk/SAM/Urgent, Medium Risk and Low Risk), without replacing the comprehensive risk assessment undertaken by the Caseworker
- immediately escalating matters involving serious threat/SAM status, significant escalation of domestic and family violence, child protection concerns, suicide or self-harm concerns, significant homelessness, or other matters outside the Intake Worker's delegated authority
- completing initial CIMS administration, including searching for existing client records, creating or updating client records, recording relationships, contact details and referral information, and attaching referral documentation
- maintaining the Program Referral Spreadsheet and SharePoint records, including referral status, outcome and allocation information, to support accurate program monitoring and reporting
- acting as the primary point of communication with referrers during the intake stage, including advising on acceptance, allocation or non-acceptance of referrals and providing information about alternative pathways where appropriate
- coordinating the allocation of eligible referrals to Caseworkers, taking into account risk and urgency, workload and capacity, geographic coverage, worker skills, cultural considerations, disability and accessibility requirements, and continuity of service
- consulting the Assistant Manager on complex allocation, risk, eligibility or conflict-of-interest matters
- completing a explicit and complete handover to the allocated Caseworker, including known risk and urgency, safe contact instructions, outstanding information and relevant intake information, so as to minimise the need for clients to repeat their story
- adhering to the JSC Casework Procedure and related policies and procedures, in particular those relating to client confidentiality and privacy, client and worker safety, staff professionalism and child protection notifications
- collecting data and other information as directed by the Assistant Manager or Manager
- undertaking all necessary training as negotiated with the Assistant Manager/Manager or required by program service agreements or policies and procedures.

General Duties

- undertaking all your own word-processing as well as clerical and administrative duties for your role
- attending and actively participating in team and staff meetings
- cooperating with other members of staff in the provision of effective services in accordance with our aims and objectives
- adhering to and working within codes of practice relevant to your role and position in the community and community sector
- maintaining an up-to-date working knowledge of the law and practice and procedure relevant to the position
- maintaining a working familiarity with office equipment, CIMS, SharePoint and other systems required within the position
- undertaking other duties as assigned by the Assistant Manager or Manager.

Accountability and Administration

- the Intake Worker reports directly to the Manager, DFV Casework Services
- the Intake Worker is accountable to the Assistant Manager and Manager for the efficient and effective delivery of intake, referral and allocation functions




- the Intake Worker is not expected to independently manage significant or complex risk and must escalate matters outside the scope of the role in accordance with the Program Policy Document
- the Intake Worker will communicate key issues, innovations or solutions to the Assistant Manager or Manager.

Common team functions and responsibilities

- work collaboratively with other team members by sharing skills, resources, projects and ideas
- respect and work within the codes of behaviour, policies and procedures of Justice Support Centre
- encourage and maintain an atmosphere of harmony in the workplace by promoting and observing ethical practices and professionalism
- work cooperatively with Caseworkers and Assistant Managers to achieve consistent and timely referral processing, sharing information and resources, and supporting each other in the intake and allocation process through skill sharing, flexibility in approach and a customer-focused practice.

Essential and Desirable Criteria

Essential criteria

- tertiary qualifications or equivalent experience in disciplines relevant to this role (e.g. social work, welfare, community services)
- demonstrated experience in intake, referral, triage or case coordination within the community services, welfare or domestic and family violence sector
- demonstrated understanding of domestic and family violence, its complexities and consequences, including for people with disability, Aboriginal and Torres Strait Islander people, people from multicultural backgrounds and members of the LGBTQI community
- demonstrated ability to undertake initial risk screening and prioritisation, and to identify and escalate urgent or high-risk matters promptly
- sound understanding of trauma-informed, client-led and strengths-based practice principles
- demonstrated ability to manage competing priorities, work under pressure and exercise sound judgement in a fast-paced intake environment
- excellent written and verbal communication skills, including the ability to liaise effectively with referrers, clients, Caseworkers and management
- demonstrated understanding of confidentiality, privacy and informed consent requirements in a human services context
- good computer literacy, including experience using client information management systems (such as CIMS), SharePoint, Outlook, Word and Excel
- current driver's licence and capacity to travel within the Sydney local government area as required.

Desirable criteria

- experience working within a domestic and family violence intake, duty or triage role
- knowledge of NSW referral pathways, including NSW Police, WDVCAS, Safer Pathways/SAMs, DCJ, Housing and Health services
- fluency in a community language other than English
- sound knowledge of the Sydney local government area and its community services network.

Closing Date: Applications are open and will be reviewed progressively

Contact Person: Enquiries about the role should be emailed to Nicole Humphries (Manager DFV Casework Services), ••••@jsc.org.au

The preferred applicants will be required to undergo a Working with Children Check and a National Police Records Check.

How to apply for this position:

1. Apply online via this link with your cover letter, detailing how your skills and experience meet the essential and desirable criteria along with your resume
2. Please address the essential and desirable criteria in full. Applications that do not address the essential criteria will not be considered.

📌 Intake Worker (Bankstown)
🏢 JUSTICE SUPPORT CENTRE
📍 Bankstown