Job Description
Intake Worker – Housing & Homelessness Services
Be the first point of connection for people seeking housing and homelessness support
Wollongong Homeless Hub and Housing Services (WHHHS) is seeking an organised, compassionate and responsive Intake Worker to join our team.
The Intake Worker plays a critical role as the first point of contact for individuals and families experiencing or at risk of homelessness, helping people navigate available support and connecting them with the right response across the WHHHS Housing Continuum.
This is a part-time position working 35 hours per week, Monday to Friday, 9.00am to 4.30pm.
About WHHHS
Wollongong Homeless Hub and Housing Services is a registered not-for-profit organisation and one of the longest-established specialist homelessness services and community housing providers in the Illawarra, with nearly 40 years' experience delivering responsive, community-based housing and homelessness support.
We provide a broad range of programs across the housing and homelessness continuum, including:
Supported Temporary Accommodation
Specialist Homelessness Services (SHS)
Assertive and Community Outreach
Specialist Alcohol and Other Drug support
Crisis and Transitional Accommodation
Social Housing
Advocacy, referral and holistic support
About the Role
As the Intake Worker, you will provide the first response to people contacting WHHHS for housing, accommodation and homelessness support.
You will complete initial intake and assessment, identify immediate housing and support needs, provide information and referrals, and connect clients with appropriate WHHHS programs and external services.
The role also has an important accommodation coordination function, working closely with WHHHS accommodation sites, case management teams, cleaners and external partners to manage vacancies and bookings in real time.
You will need to be confident communicating with people who may be experiencing significant stress or crisis while remaining calm, organised and able to manage competing priorities.
Key Responsibilities
Intake, Assessment & Client Response
Act as a first point of contact for people seeking accommodation, housing and case management support
Respond to incoming telephone and email enquiries
Complete initial intake and assessment with individuals and families experiencing or at risk of homelessness
Identify immediate housing needs, risks and appropriate support pathways
Provide a responsive and person-centred "no wrong door" approach




Work with clients and the broader service system to address immediate housing needs
Provide information, referrals and connections to appropriate internal and external services
Accommodation Coordination
Coordinate accommodation vacancies and bookings across WHHHS programs
Maintain real-time knowledge of accommodation availability
Work proactively to minimise vacancy periods in ready-to-occupy accommodation
Liaise with onsite teams and cleaners regarding vacancies, room readiness, cleaning priorities, client movements, pack and cleans and operational requirements
Maintain accurate booking, accommodation and exit information
Client Records & CIMS
Create and maintain accurate and timely client records
Complete required CIMS data collection and record accommodation information in real time
Complete monthly CIMS status updates
Ensure information is recorded in accordance with privacy, confidentiality, contractual and organisational requirements
Support accurate service data and reporting across WHHHS programs
Partnerships & Referrals
Develop and maintain effective relationships with external services and referral partners
Work collaboratively with Homes NSW and other housing and homelessness services
Strengthen referral pathways that improve client access to housing, health and community supports
Work closely with WHHHS Case Managers and other team members to ensure effective client handover and continuity of support
About You
This role will suit someone who combines strong people skills with excellent organisation and administration.
You understand that the person making contact may be experiencing one of the most difficult periods of their life.
You can listen, gather information, assess immediate needs and provide a professional and respectful response while managing the practical requirements of a busy intake service.
You will be comfortable managing multiple enquiries, updating systems in real time and working collaboratively with a range of internal teams and external agencies.
Essential Criteria
To be successful in this role, you will have:
Experience working within homelessness, housing,



community services or with people experiencing vulnerability
An understanding of Specialist Homelessness Services and the housing and homelessness service system
Knowledge of trauma-informed, person-centred and strengths-based practiceAbility to undertake initial client intake and assessment
Strong administrative, organisational and time-management skills
Excellent verbal and written communication skills
Confidence communicating with clients experiencing crisis, housing instability or complex circumstances
Ability to develop and maintain effective relationships with external services and referral partners
Strong attention to detail and commitment to accurate client records and data
Ability to manage competing priorities within a fast-paced service environment
Ability to work collaboratively as part of a multidisciplinary team
Experience using CIMS or a similar client management system will be highly regarded.
Qualifications & Requirements
Applicants will require:
A relevant qualification in Community Services, Social Work or a related field
Current Working with Children Check
Current National Police Check
Current Australian Driver's Licence
What We Offer
This is an opportunity to join an established local organisation delivering practical responses to homelessness across the Illawarra- Shoalhaven.
Make a direct difference for people experiencing housing crisis
Work across a diverse housing and homelessness service continuum
Develop strong knowledge of housing and homelessness pathways
Participate in regular supervision and professional development
Contribute to a collaborative and continuously improving service
Build relationships with key housing, government and community sector partners
As a not-for-profit organisation, eligible employees also have access to salary packaging benefits.
Hours of Work
Permanent Part-Time – 35 hours per week
Monday to Friday – 9.00am to 4.30pm
Wollongong Homeless Hub and Housing Services is an Equal Prospect Employer.
We encourage applications from people with disability, Aboriginal and Torres Strait Islander people, culturally, religiously and linguistically diverse people, young people, older people, women and people who identify within the LGBTQI+ community.
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📌 Intake Worker - Housing & Homelessness Services (Wollongong)
🏢 Wollongong Homeless Hub
📍 Wollongong