Veteran Crisis & Community Engagement Manager – Townsville

Wounded Heroes Association Inc – Hyde Park QLD

As the Veteran Crisis & Community Engagement Manager, you will be one of the key faces of Wounded Heroes Australia in Townsville. You will respond to crisis presentations received by telephone, referral and walk-in at the Townsville Veteran Centre. You will assess the immediate situation, determine what practical assistance can be provided by Wounded Heroes, coordinate that response and, where appropriate, connect the individual or family with specialist or longer‑term services. You will develop strong working relationships with veteran organisations, Defence networks, homelessness and housing services, family and domestic violence services, welfare providers, health and community organisations and other agencies supporting veterans and Defence families.

Key responsibilities

Respond rapidly to veterans and families experiencing immediate financial or personal crisis

Assess presenting needs, urgency and appropriate immediate assistance

Coordinate practical support including food, fuel, emergency accommodation, homelessness assistance and other approved crisis relief

Support veterans and families affected by family and domestic violence within appropriate organisational and professional boundaries

Manage both telephone and walk‑in crisis presentations

Work toward Wounded Heroes Australia's objective of commencing an initial response within 30 minutes

Identify situations requiring escalation to emergency, clinical, statutory or specialist services

Connect clients with appropriate organisations for longer‑term support where required

Develop and maintain strong referral relationships throughout Townsville and North Queensland

Regularly visit and engage with community organisations and service providers

About you

Demonstrated experience working with vulnerable people or people experiencing crisis

Robust crisis assessment and problem‑solving skills

Ability to remain calm and make sound decisions when circumstances are difficult or rapidly changing

Practical, solutions‑focused approach

Excellent interpersonal and communication skills

Understanding of trauma‑informed practice

Understanding of homelessness, financial hardship and/or family and domestic violence

Strong professional boundaries and respect for confidentiality

Ability to develop genuine relationships with community organisations and referral partners

Current driver's licence

About us

Wounded Heroes Australia is a national charity supporting Australian Defence Force members, veterans and their families in financial crisis, homelessness and other situations where immediate practical assistance can prevent a crisis from escalating. The Rapid Response Crisis service provides assistance including emergency food and fuel relief, accommodation and homelessness support, essential financial assistance and practical support for veterans and families affected by family and domestic violence. In Townsville, the Veteran Centre provides an accessible community location where veterans and families can walk in and seek assistance.

About the role

As the Veteran Crisis & Community Engagement Manager, you will be one of the key faces of Wounded Heroes Australia in Townsville. You will respond to crisis presentations received by telephone, referral and walk‑in at the Townsville Veteran Centre. You will assess the immediate situation,



determine what practical assistance can be provided by Wounded Heroes, coordinate that response and, where appropriate, connect the individual or family with specialist or longer‑term services. You will develop strong working relationships with veteran organisations, Defence networks, homelessness and housing services, family and domestic violence services, welfare providers, health and community organisations and other agencies supporting veterans and Defence families.

Key responsibilities

- Respond rapidly to veterans and families experiencing immediate financial or personal crisis

- Assess presenting needs, urgency and appropriate immediate assistance

- Coordinate practical support including food, fuel, emergency accommodation, homelessness assistance and other approved crisis relief

- Support veterans and families affected by family and domestic violence within appropriate organisational and professional boundaries

- Manage both telephone and walk‑in crisis presentations

- Work toward Wounded Heroes Australia's objective of commencing an initial response within 30 minutes

- Identify situations requiring escalation to emergency, clinical, statutory or specialist services

- Connect clients with appropriate organisations for longer‑term support where required

- Develop and maintain strong referral relationships throughout Townsville and North Queensland

- Regularly visit and engage with community organisations and service providers

About you

- Demonstrated experience working with vulnerable people or people experiencing crisis

- Strong crisis assessment and problem‑solving skills

- Ability to remain calm and make sound decisions when circumstances are difficult or rapidly changing

- Practical, solutions‑focused approach

- Excellent interpersonal and communication skills

- Understanding of trauma‑informed practice

- Understanding of homelessness, financial hardship and/or family and domestic violence

- Strong professional boundaries and respect for confidentiality

- Ability to develop genuine relationships with community organisations and referral partners

- Confidence representing Wounded Heroes Australia externally

- Robust record keeping and administrative skills

- The ability to work independently while remaining accountable to WHA policies and procedures

- A current driver’s licence

About us

Wounded Heroes Australia is a national charity supporting Australian Defence Force members, veterans and their families in financial crisis, homelessness and other situations where immediate practical assistance can prevent a crisis from escalating. The Rapid Response Crisis service provides assistance including emergency food and fuel relief, accommodation and homelessness support, essential financial assistance and practical support for veterans and families affected by family and domestic violence. In Townsville, the Veteran Centre provides an accessible community location where veterans and families can walk in and seek assistance.

Who We’re Looking For





Qualifications are important, but judgement, experience, empathy and the ability to act effectively in a crisis are equally important to us.

You may come from community services, homelessness, FDV, veteran welfare, social work, case management, Defence welfare, policing, emergency relief or another relevant human‑services background.

You will ideally have:

· Demonstrated experience working with vulnerable people or people experiencing crisis.

· Strong crisis assessment and problem‑solving skills.

· The ability to remain calm and make sound decisions when circumstances are difficult or rapidly changing.

· A practical, solutions‑focused approach.

· Excellent interpersonal and communication skills.

· An understanding of trauma‑informed practice.

· An understanding of homelessness, financial hardship and/or family and domestic violence.

· Strong professional boundaries and respect for confidentiality.

· The ability to develop genuine relationships with community organisations and referral partners.

· Confidence representing Wounded Heroes Australia externally.

· Strong record keeping and administrative skills.

· The ability to work independently while remaining accountable to WHA policies and procedures.

· A current driver’s licence.

Experience working with the Australian Defence Force or veteran community would be highly regarded, but you do not need to be a veteran to apply.

Relevant tertiary or vocational qualifications in Social Work, Community Services, Human Services, Psychology, Mental Health or a related discipline will be highly regarded.

What Success Looks Like

Success in this role isn’t measured by how many people you can put on a caseload.

It is measured by whether people in genuine crisis receive the right assistance quickly and whether Wounded Heroes Australia becomes an increasingly effective part of Townsville’s veteran and community support network.

You will be expected to contribute to:

· Rapid response to eligible crisis presentations.

· Effective resolution or stabilisation of immediate needs.

· Appropriate referral to longer‑term or specialist services.

· Growth in active community referral partnerships.

· Increased awareness of WHA’s crisis capability.

· Strong engagement with Townsville’s veteran, Defence and community sectors.

· Accurate and timely crisis documentation.

· Identification of emerging issues affecting veterans and their families.

The Person We Need

This role will suit someone who is equally comfortable:

sitting with a veteran or family member in crisis at 10am — and meeting a community organisation at 2pm to establish how we can work together.

You need to be compassionate without losing objectivity, decisive without being inflexible, and confident enough to make things happen.

Most importantly, you need to understand that sometimes the difference between a crisis escalating and being stabilised is simply having the right person respond at the right time.

Why Join Wounded Heroes Australia?

This is an opportunity to take a key role in a practical, frontline organisation where your decisions and relationships can have an immediate impact.

You won’t just be talking about improving veteran support.

You’ll be delivering it.

Wounded Heroes Australia

Supporting ADF members, veterans and their families when they need it most.

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📌 Veteran Crisis & Community Engagement Manager – Townsville
🏢 Wounded Heroes Association
📍 Townsville