Introduction:

Bring your skills, compassion and care to support people affected by alcohol and other drugs. Join our team at Odyssey House NSW and help us reconnect lives, families and communities.

Be part of the diverse and inclusive culture we’re building in which our clients, staff and broader community feel safe, respected and valued.

Take your opportunity to thrive at a leading not-for-profit where we trust in your limitless potential.

Odyssey House NSW’s trauma-informed services set us apart as a leader in the support service space for alcohol and other drugs dependency. Our teams help clients to meet their goals and address underlying trauma and mental health issues, while also developing current skills to improve all aspects of their lives.

We provide a diverse range of services to individuals, families and community education. Our services include withdrawal services; one-on-one assessment and treatment by psychologists and counsellors; group therapy; residential rehabilitation; and free education at Odyssey College.

Our organisation takes safeguarding children and young people seriously, and as an employee of Odyssey House NSW, you are required to meet the behaviour standards outlined in our Code of Conduct.

Find us at our head office in Redfern and at our network of residential rehabilitation and community sites which span across Greater Sydney, the Southern Highlands and Blue Mountains.

If you are interested in this opportunity, meet the selection criteria and believe you are a great fit for our organisation, apply using the link.

Only shortlisted applicants will be contacted.

Description:

Support people starting their AOD recovery journey

Foster meaningful relationships with clients and service providers

Join our Residential Intake Team and support people seeking help through our 1800 Intake Line.

DUTIES INCLUDE:

Answering incoming calls to the 1800 Intake Line and responding to general enquiries.





Providing callers with basic information about Odyssey House residential programs and the referral process.

Taking clear and accurate messages and forwarding more complex enquiries to Intake staff.

Returning voicemails and assisting with basic follow-up calls where appropriate.

Supporting the Intake Team with referral administration and data entry.

Assisting with booking and confirming assessment appointments.

Sending appointment information and relevant program information to clients.

Following up clients for outstanding documents or information required by Intake.

Updating relevant Intake calendars, spreadsheets and internal records.

Directing clinical, legal, risk or complex enquiries to an Intake staff member rather than providing advice outside the volunteer role.

Maintaining client privacy and confidentiality at all times.

Working within Odyssey House policies, procedures and the boundaries of the volunteer position.

Providing general administrative support to the Residential Intake Team as required

Skills and Experiences:

SELECTION CRITERIA:

Robust communication and active listening skills.

Confident and professional telephone manner.

Friendly, respectful and non-judgemental approach.

Good computer and basic administration skills.

Ability to communicate with people from diverse backgrounds.

Good organisation and time management skills.

Ability to follow procedures and maintain accurate records.

Understanding of privacy and confidentiality.

Ability to recognise when an enquiry needs to be escalated to Intake staff.





Comfortable working as part of a busy and supportive team.

An interest in AOD, mental health or community services is desirable.

Previous customer service, administration, community services or telephone-based experience would be beneficial but is not essential.

Hold a current NSW Driver's License.

Unlimited right to live and work in Australia

Strong verbal communication and active listening skills, with a professional and respectful telephone manner.

Ability to communicate sensitively and without judgement with people experiencing AOD, mental health or other complex issues.

Good administration, computer and data entry skills with attention to detail.

Ability to follow instructions, policies and established Intake processes.

Understanding of privacy, confidentiality and professional boundaries.

Ability to recognise when a matter is outside the volunteer role and escalate it to Intake staff.

Good organisation and time management skills, including the ability to manage multiple enquiries and tasks.

Ability to work both independently and as part of the Residential Intake Team.

Reliable, approachable and willing to learn.

Previous experience or study in community services, AOD, mental health, administration or customer service is desirable but not essential.

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Odyssey House is committed to safeguarding and promoting the welfare of children and young people and expects all Staff to share in this commitment. Successful Candidates will be subject to background checks and undertake mandatory Safeguarding Children and young people Training. As such successful candidates will be required to have obtained:

WWCC for unpaid employment

National Police Record Check (or international Police check if living overseas for a period greater than 12 months).

COVID Vaccinated For further information please contact Gillian Atkins Team Leader of Residential Intake team [email protected]

📌 1800 Intake Support Volunteer (Eagle Vale)
🏢 Odyssey House NSW
📍 Eagle Vale