Intake & Assessment Lead – 12 month maternity leave contract

Intake & Assessment Lead – 12 month maternity leave contract

Jewish Care

SCHADS Award Level 5

Why join Jewish Care?

We are a leading not-for-profit social services organisation providing high-quality support across aged care, disability, mental health, family and wellbeing services. Guided by our values of Mishpocha (Family), Chessed (Compassion), Professionalism, Integrity and Inclusivity, we deliver person-centred care that supports independence, dignity and connection.

What the role will do

We are seeking an experienced Team Lead for twelve months to guide our Community and Support Services Team. You will manage the initial customer journey for our support services. Your leadership ensures high-quality service delivery, compliance, and accurate client assessments. You will support staff, manage daily workflows, and act as an escalation point for complex cases.

Key Responsibilities

• Lead team: Manage daily Intake operations and be the first point of contact for direct day-to-day support and guidance for Intake staff. Provide leadership and support to the team, ensuring consistent, high-quality and person-centred service delivery.
• Guide assessments: Complete Intake assessments using a trauma-informed and person-centred approach, identifying client needs, appropriate supports and potential risks.
• Monitor compliance: Maintain strict alignment with relevant quality standards, legislation, organisational policies and funding guidelines, ensuring Intake practices remain compliant and consistent.
• Handle escalations: Resolve complex client queries, complaints and high-risk safeguarding issues in a timely and professional manner. Assess and manage risk, including complex presentations, Child Protection Reporting and Suicide Risk Assessment, and escalate appropriately when required.
• Improve processes: Streamline Intake workflows to reduce wait times, improve client experience and increase efficiencies. Identify opportunities for continuous improvement across Intake operations.
• Report data: Manage the daily tracker of all calls into the service using structured note-taking approaches, maintain accurate records and manage monthly reporting data to support service performance and operational requirements.

Qualifications and Experience

• Qualifications: Social Work, Psychology, Counselling, Nursing, Allied Health qualifications required for the role.
• Experience: Minimum 3+ years’ experience in Intake, casework or community work role, with a minimum 1+ years’ experience leading or supervising staff. Experience working with and supporting people presenting with complex challenges is essential.
• Sector knowledge: Understanding of issues impacting people across a range of areas, including Aged Care, Disability, Child and Family, Domestic and Family Violence and Mental Health. Knowledge of My Aged Care (MAC), Home Care Packages (HCP) and CHSP is desirable.
• Clinical/Community background: Ability to assess and manage risk and work with people who have or are experiencing trauma. Demonstrated understanding of complex presentations, safeguarding and appropriate risk escalation.
• Communication skills: Exceptional empathetic communication and conflict resolution skills, with the ability to build rapport, manage sensitive conversations and support clients and staff through complex situations.
• Tech literacy: Proficiency with CRM databases, Microsoft Suite, cloud-based drives and telephone systems.