Intake Officer

Location:                                          Canberra

Closing date:                                   2  March 2022

Employment Status:                  Permanent, full time


ADACAS (ACT Disability Aged and Carer Advocacy Service) is a leading advocacy service with a 30-year history in Canberra and areas across NSW. ADACAS provides individual and systemic advocacy to people with disability, people experiencing mental ill health, older people and informal carers.  

About the Role

The Intake and Information Officer responds to inquiry calls from individuals and service providers. They support the advocacy teams by ensuring accurate and quality information is captured to ensure efficient and timely advocacy services can be provided. Good communication, ability to quickly build rapport with people and excellent organisational skills are required.

Whilst this role is largely office based, the Intake Officer can accompany an Advocate to networking meetings, education presentations or meet with clients from time to time.

Key responsibilities include:

  • Receive and process requests for intake to ADACAS Advocacy and Support Coordination services.
  • Analyse the information provided by the client or referrer and research all pertinent areas before triaging the issue.
  • When appropriate, provide information and support to the client so that they can undertake self-advocacy.
  • Where an advocacy issue is not identified, facilitate referral to a service who can best meet the needs of the client.
  • Participate at the weekly Intake meeting and assist in assigning cases to Advocates.
  • Manage the ADACAS Intake box and delegate matters.
  • Model a mature and empathic response to clients, and ensure communication is conducted at a high standard.

Classification within Level 4 of the SCHADS Award will be negotiated with the successful applicant depending on qualifications and experience.

About you (Selection Criteria)

You will be able to demonstrate the following:

  • Experience in working with and or advocating for people with a disability, older people, people living with mental ill-health, the CALD community and Aboriginal and/ or Torres Strait Islander peoples
  • Demonstrated ability to understand and apply legislation, policies and procedures, including the ability to identify issues and problem solve.
  • Experience working within a not-for-profit organisation or similar.
  • Excellent interpersonal skills, teamwork and ability to work autonomously with minimal supervision.
  • Ability to write factual accounts of discussions / interactions with clients and other stakeholders.
  • Good organisational skills, attention to detail and time management.
  • Good self-care practices and resilience.
  • Sound knowledge and application of the MS Office suite of applications and working with a CRM.
  • Demonstrated capacity to work in a culturally sensitive way with First Nations people.

The successful applicant will hold, or be able to obtain, a Working with Vulnerable People (WWVP) registration, NSW Working with Children Check, current National Criminal Record Check and have a current driver’s licence. All ADACAS employees are required to be fully vaccinated against COVID-19 and to receive an annual influenza immunisation. You will be required to verify your COVID vaccination status prior to commencing employment.

What’s on Offer

  • A rewarding opportunity that can make a difference within your local community
  • Ongoing training and learning opportunities
  • Have the backing of a supportive and friendly team
  •  Generous Salary Packaging Benefits including everyday living expenses of $15,900 tax free and Meal/Entertainment card – $2,650 tax free

ADACAS also recognises the importance of diversity. We are committed to providing a work environment in which everyone is included, treated fairly and with respect.

If you have any questions, please phone our Quality and Service Manager, Darren Carr on 6242 5060.

To apply

Submit your resume and cover letter addressing the selection criteria via email. Applications close on 2 March 2022. ADACAS reserves the right to close this role early if  suitable candidates are found. Please monitor your email regarding communication on progress of your application.