Intake Worker – Housing & Homelessness Services

Be the first point of connection for people seeking housing and homelessness support

Wollongong Homeless Hub and Housing Services (WHHHS) is seeking an organised, compassionate and responsive Intake Worker to join our team.

The Intake Worker plays a critical role as the first point of contact for individuals and families experiencing or at risk of homelessness, helping people navigate available support and connecting them with the right response across the WHHHS Housing Continuum.

This is a part-time position working 35 hours per week, Monday to Friday, 9.00am to 4.30pm.

About WHHHS

Wollongong Homeless Hub and Housing Services is a registered not-for-profit organisation and one of the longest-established specialist homelessness services and community housing providers in the Illawarra, with nearly 40 years' experience delivering responsive, community-based housing and homelessness support.

We provide a broad range of programs across the housing and homelessness continuum, including:

• Supported Temporary Accommodation

• Specialist Homelessness Services (SHS)

• Assertive and Community Outreach

• Specialist Alcohol and Other Drug support

• Crisis and Transitional Accommodation

• Social Housing

• Advocacy, referral and holistic support

About the Role

As the Intake Worker, you will provide the first response to people contacting WHHHS for housing, accommodation and homelessness support.

You will complete initial intake and assessment, identify immediate housing and support needs, provide information and referrals, and connect clients with appropriate WHHHS programs and external services.

The role also has an important accommodation coordination function, working closely with WHHHS accommodation sites, case management teams, cleaners and external partners to manage vacancies and bookings in real time.

You will need to be confident communicating with people who may be experiencing significant stress or crisis while remaining calm, organised and able to manage competing priorities.

Key Responsibilities

Intake, Assessment & Client Response

• Act as a first point of contact for people seeking accommodation, housing and case management support

• Respond to incoming telephone and email enquiries

• Complete initial intake and assessment with individuals and families experiencing or at risk of homelessness

• Identify immediate housing needs, risks and appropriate support pathways

• Provide a responsive and person-centred "no wrong door" approach

• Work with clients and the broader service system to address immediate housing needs

• Provide information, referrals and connections to appropriate internal and external services

Accommodation Coordination

• Coordinate accommodation vacancies and bookings across WHHHS programs

• Maintain real-time knowledge of accommodation availability

• Work proactively to minimise vacancy periods in ready-to-occupy accommodation

• Liaise with onsite teams and cleaners regarding vacancies, room readiness, cleaning priorities, client movements, pack and cleans and operational requirements

• Maintain accurate booking, accommodation and exit information

Client Records & CIMS

• Create and maintain accurate and timely client records

• Complete required CIMS data collection and record accommodation information in real time

• Complete monthly CIMS status updates

• Ensure information is recorded in accordance with privacy, confidentiality, contractual and organisational requirements

• Support accurate service data and reporting across WHHHS programs

Partnerships & Referrals

• Develop and maintain effective relationships with external services and referral partners

• Work collaboratively with Homes NSW and other housing and homelessness services

• Strengthen referral pathways that improve client access to housing, health and community supports

• Work closely with WHHHS Case Managers and other team members to ensure effective client handover and continuity of support

About You

This role will suit someone who combines strong people skills with excellent organisation and administration.

You understand that the person making contact may be experiencing one of the most difficult periods of their life. You can listen, gather information, assess immediate needs and provide a professional and respectful response while managing the practical requirements of a busy intake service.

You will be comfortable managing multiple enquiries, updating systems in real time and working collaboratively with a range of internal teams and external agencies.

Essential Criteria

To be successful in this role, you will have:

• Experience working within homelessness, housing, community services or with people experiencing vulnerability

• An understanding of Specialist Homelessness Services and the housing and homelessness service system

• Knowledge of trauma-informed, person-centred and strengths-based practice

• Ability to undertake initial client intake and assessment

• Strong administrative, organisational and time-management skills

• Excellent verbal and written communication skills

• Confidence communicating with clients experiencing crisis, housing instability or complex circumstances

• Ability to develop and maintain effective relationships with external services and referral partners

• Strong attention to detail and commitment to accurate client records and data

• Ability to manage competing priorities within a fast-paced service environment

• Ability to work collaboratively as part of a multidisciplinary team

Experience using CIMS or a similar client management system will be highly regarded.

Qualifications & Requirements

Applicants will require:

• A relevant qualification in Community Services, Social Work or a related field

• Current Working with Children Check

• Current National Police Check

• Current Australian Driver's Licence

What We Offer

This is an opportunity to join an established local organisation delivering practical responses to homelessness across the Illawarra- Shoalhaven.

You will work within an experienced multidisciplinary team and have the opportunity to:

• Make a direct difference for people experiencing housing crisis

• Work across a diverse housing and homelessness service continuum

• Develop strong knowledge of housing and homelessness pathways

• Participate in regular supervision and professional development

• Contribute to a collaborative and continuously improving service

• Build relationships with key housing, government and community sector partners

As a not-for-profit organisation, eligible employees also have access to salary packaging benefits.

Hours of Work

Permanent Part-Time – 35 hours per week
Monday to Friday – 9.00am to 4.30pm

How to Apply

Please submit your resume and a cover letter outlining your experience and suitability for the Intake Worker position.

Your application should demonstrate your experience working with people experiencing vulnerability, your understanding of trauma-informed practice and your ability to manage client intake, referrals, administration and competing priorities.

Applications will be reviewed as they are received.

Wollongong Homeless Hub and Housing Services is an Equal Opportunity Employer.

We encourage applications from people with disability, Aboriginal and Torres Strait Islander people, culturally, religiously and linguistically diverse people, young people, older people, women and people who identify within the LGBTQI+ community.