Intake Officer

About Community Gateway

Community Gateway strongly values our employees and the important work they do for the community in delivering emergency relief and welfare services, community connections, health inclusion and community capacity building.

Established in Lismore nearly 50 years ago, we are firmly embedded in the communities we support.  Today we are a QIP accredited organisation, with over 20 programs and services in Lismore, Grafton, and across the Far North Coast.

We exist to reduce socioeconomic disadvantage by delivering practical help, advocacy and opportunities for people to have a voice in decisions that affect their lives. Our work is shaped by our values of integrity, respect, inclusion and compassion.

We provide a range of initiatives to develop and recognise our staff, and provide opportunities for regular team building events, and collaborative projects.

We are seeking an Intake Officer to join our Economic & Social inclusion team on a permanent, part-time basis, based in Lismore.

Working under the direction of the Intake Team Leader, you will provide a person-centred intake, assessment, information and referral service to people experiencing disadvantage. This role is the first point of contact for many clients and plays a critical role in supporting individuals and families to access appropriate services and achieve positive outcomes.

You will deliver short-term interventions through emergency relief and EAPA programs and work collaboratively with clients to develop practical action plans.

• Provide intake, assessment, information and referral services via phone, face-to-face, virtual and email enquiries

• Complete a minimum of five intake and assessment interviews per day in line with program targets

• Assess client eligibility for Emergency Relief and EAPA programs

• Deliver brief, solution-focused interventions and appropriate follow-up

• Develop action plans with clients and facilitate internal and external referrals

• Liaise and network with internal teams and external service providers

• Accurately collect, record and maintain client data, case notes and outcomes in the CRM

• Utilise outcome measurement tools to support client and program outcomes

• Identify and escalate client risk matters to management and relevant authorities where required

• Contribute to reporting, data collection and continuous improvement activities

You are a compassionate, organised and adaptable professional who is comfortable working with people in crisis and committed to delivering person-centred support.

Essential requirements:

• Relevant certificate with experience, or equivalent experience gained through previous roles or study

• Strong interpersonal skills and the ability to engage respectfully with people in crisis, including Aboriginal and Torres Strait Islander peoples

• Ability to apply assessment criteria and exercise initiative to establish client goals and outcomes

• Ability to liaise and network with a range of services and community resources

• Sound administrative skills and attention to detail

• Proficiency in Microsoft Word, Excel and Outlook

Desirable:

• Knowledge of outcome measurement tools such as the Personal Wellbeing Index (PWI)

• Understanding of Emergency Relief and Energy Accounts Payment Assistance (EAPA) programs

• National Police Check

• NSW Working with Children Check

• Current NSW Driver Licence

• Meaningful frontline role supporting people in crisis

• Supportive, values-driven and inclusive workplace

• Opportunities for learning, development and supervision

• Flexible, not-for-profit environment

• Salary packaging benefits available to increase take-home pay

Community Gateway is an equal opportunity employer and strongly encourages applications from Aboriginal and Torres Strait Islander people, people living with disability, LGBTIQSB+ individuals, and people from culturally and linguistically diverse communities.

Applicants are required to submit a Resume and a cover letter addressing the selection criteria.

Applications close 9 February 2026.

For further information about the role, please contact Ben Barratt – People & Culture Officer on 0408 568 687 or HR@nrcg.org.au.

To apply online, please click on the appropriate link below.