The Channel Delivery team within the Department of Customer Services, Open Data and Small and Family Business (CDSB) provides digitally enabled whole-of-government services to the Queensland public through multiple channels including phone, chat, counter and online. This stream brings together technology, development, products, design, engagement, and operations to deliver simpler connected services.

About the Role

As a Qualified Support Officer working within the Homeless Hotline, you will provide telephone-based support to people experiencing or at risk of homelessness. You will assess callers’ immediate needs, provide information and referrals to appropriate housing and homelessness services, and connect individuals with other community supports where required. This role requires empathy, sound judgement and the ability to remain calm while supporting people who may be experiencing challenging or distressing circumstances.

As a Professional Support Officer, you will:

- Deliver telephone- based human/community information and referral service to members of the public.

- Conduct best practice, culturally appropriate initial assessment and provide appropriate referrals for clients into government and non-government support services.

- Maintain accurate client records to assist with high- quality referral outcomes.

- Develop referral networks to increase support options for clients.

- Assist in the development of team goals, strategies and work plans to improve service delivery outcomes and efficiency of the Homeless Hotline Service.

- Support clients to create practical and achievable short-term safety plans when service options are limited.

About You

- A recognised tertiary qualification in Social Work or Behavioural Sciences
- A high level of personal resilience and your ability to support others in building resilience.





- An understanding of the issues faced by people who are experiencing homelessness or at risk of homelessness, including their information and support needs with the ability to apply a framework for practice to rapidly problem-solve complex client issues.

- Strong assessment capability to conduct comprehensive risk assessments and effectively support individuals experiencing crisis situations.

- Exceptional communication and interpersonal skills, with the ability to build rapport and engage clients who present with multiple and complex needs, primarily via the phone, while working collaboratively with internal and external partner agencies.

- Work productively within a team environment to share successes and learnings fostering a positive culture.

- Ability to work on a shift work roster

- Work across all Channel Delivery sites (CBD, Capalaba, Zillmere) as well as any new sites that may be established.

What’s On Offer?

- Yearly salary of $80,928 - $102,635

- 12.75% employer superannuation and 17.5% annual leave loading

- 12-month contract to 30/01/2028, with the possibility of extension

Applications to remain current for 12 months. Closing date: 23 November 2026.

Apply online via the www.smartjobs.qld.gov.au website and upload your:

Resume: This should include the contact details of at least one referee who has thorough knowledge of your conduct and work performance within the previous two years.

Cover Letter: This should be a brief one-two page statement outlining your skills and experience engaging with vulnerable and complex customers, your understanding of information, referral and service navigation with the homeless sector and your ability to work from a trauma-informed, person-centred and strengths-based practice. Include also how you may contribute to the department’s workforce diversity objectives.

📌 Professional Support Officer (Homeless Hotline) (Capalaba)
🏢 Dfp Recruitment
📍 Capalaba