About the role

The Outreach Officer role is a hands-on position working directly with people sleeping rough across the Mackay region. You will meet people where they are, build trust over time and provide practical support to people experiencing rough sleeping. At the heart of Outreach is connection, and the role relies on initiative, valuable judgement and the ability to build trust and engage meaningfully with people.

No two days necessarily look the same.

Key responsibilities

- Conduct regular outreach throughout the Mackay region to locate and engage with people experiencing rough sleeping

- Build respectful and professional relationships with people experiencing rough sleeping, including those who may be hesitant or find it difficult to engage with services

- Assess immediate needs, risks and safety concerns and respond appropriately to changing situations

- Provide practical support, advocacy, information and referrals to connect people with housing, temporary accommodation, health, mental health, AOD and other appropriate services

- Work collaboratively with government agencies, non-government organisations (NGOs) and other CASA programs to coordinate support and respond to rough sleeping within the community

- Engage with local businesses and community members to build relationships, provide information and strengthen community connections

- Maintain accurate client records, case notes, program data and reporting

- Contribute to a safe, supportive and accountable team environment

About you

- Experience working within community services, homelessness, housing, alcohol and other drugs (AOD), mental health, corrections, or another related field

- Strong engagement skills and the ability to build rapport with people who may be reluctant to engage with services





- Cultural awareness and the ability to engage respectfully and effectively with people from diverse cultural backgrounds

- Sound assessment, case management and advocacy skills

- An understanding of trauma-informed and person-centred practice

- The ability to assess risk and make appropriate decisions in community-based environments

- Strong professional boundaries and resilience

- The ability to work both independently and collaboratively as part of a small team

- Strong verbal and written communication skills, with the ability to communicate professionally with clients, colleagues and external stakeholders, and maintain accurate, clear and timely case notes, records and reporting

- Confidence with computer-based systems, record keeping, data entry and reporting, with the ability to learn new systems and processes

- Current Queensland Class C Driver Licence

- Queensland Working with Children Check (Blue Card)

- NDIS Worker Screening Clearance

Benefits

- SCHADS Award Level 5.1

- Full-time employment

- Attractive employer superannuation contribution

- Professional development opportunities

- A supportive and experienced team

- A role with variety and strong connections across the Mackay community

- The opportunity to see the direct impact of your work

About us

Community Accommodation and Support Agency Inc. (CASA) was established in 1983 as a homelessness service and has continued to grow and respond to the changing needs of vulnerable and disadvantaged people across the Mackay region. Our mission is to strengthen households in the Mackay region by providing tailored housing and support services to achieve independence, stability and self-reliance. Our values of Collaboration, Accountability, Respect and Empowerment guide how we work with our clients, our community and each other.

📌 Outreach Officer (Mackay)
🏢 Community Accommodation & Support Agency
📍 Mackay