Intake Officer

Community Accommodation & Support Agency Inc (CASA)

Mackay, Mackay & Coalfields QLD

Community Services & Development

Full-time

SCHADS Award Level 5.1

About CASA

Community Accommodation & Support Agency Inc (CASA) is the leading homelessness service in the Mackay region, delivering frontline housing and support services to individuals and families who are homeless or at risk of homelessness.

CASA provides a coordinated, person-centred response across housing, intake, crisis support, and community programs. We operate under a Service Hub model, offering a centralised point of access to services and ensuring a “no wrong door” approach for people seeking assistance.

This position has become available due to internal staff progression.

About the Role The Intake Officer is a critical first point of contact for people seeking support from CASA. The role involves assessing need, managing risk, providing information and referrals, and coordinating short-term responses for individuals and families experiencing housing stress or crisis.

This is a fast-paced, people-facing role that requires sound judgement, emotional intelligence, and the ability to remain calm, professional, and decisive in high-pressure situations.

Key Responsibilities

Operational

- Conduct intake assessments with clients, including gathering information and completing required documentation.

- Build rapport with clients through active listening and trauma-informed engagement.

- Assess and manage client risk, including indicators of vulnerability, self-harm, family violence, abuse, or financial distress.

- Apply de-escalation techniques and maintain professional boundaries when working with distressed or heightened clients.

- Arrange short-term accommodation options, including motel bookings, in line with program guidelines.

- Administer brokerage and financial assistance in accordance with funding requirements and internal procedures.

- Provide appropriate referrals and support in line with CASA’s No Wrong Door Policy.





- Meet key performance indicators and compliance requirements across relevant programs.

Governance

- Work in accordance with CASA policies, procedures, and program guidelines.

- Maintain accurate and timely client records and data for reporting purposes.

- Participate in supervision, performance appraisal, and professional development activities.

- Carry out work in accordance with Workplace Health and Safety requirements.

Stakeholder Engagement

- Liaise professionally with internal teams and external referral partners.

- Contribute to positive and collaborative relationships with service providers and stakeholders as required.

Mandatory Requirements

- Current Queensland C Class driver’s licence.

- Current Blue Card or ability to obtain prior to commencement.

- Current NDIS Worker Screening Check or ability to obtain prior to commencement.

- Ability to obtain a National Police Check.

Essential Selection Criteria

- Demonstrated experience working with people who are homeless or at risk of homelessness, or with other vulnerable populations.

- Proven ability to de-escalate situations and work safely and effectively with distressed or heightened clients.

- Understanding of housing legislation and regulatory frameworks, or the ability to rapidly gain this knowledge, including the Residential Tenancies and Rooming Accommodation Act 2008 and Community Housing standards.

- Strong written and verbal communication skills.

- Ability to complete digital intake assessments and maintain accurate client records in real time.

- Sound computer literacy, including experience with Microsoft Office and client management systems.

- Strong time management skills and the ability to prioritise tasks in a reactive service environment.

- Understanding of Workplace Health and Safety requirements.

What We Offer

- SCHADS Award Level 5.1.

- Work/life balance with no weekend work.

- Salary packaging and employer superannuation contributions.

- A supportive team setting with opportunities for professional development.

- The opportunity to make a meaningful impact within the local community.

📌 Intake Officer (Mackay)
🏢 Community Accommodation u0026 Support Agency
📍 Mackay