Intake Worker - Leaving Violence Program

Be the first voice of safety and support for victim-survivors.

Join Telstra Health in Making a Difference

Telstra Health delivers critical Family, Domestic and Sexual Violence (FDSV) services, ensuring people experiencing violence have access to safe, trauma-informed and high-quality support. Our teams play a vital role in delivering these essential services, and we are committed to ensuring they have the training, systems and resources needed to provide compassionate and effective care.

About the Leaving Violence Program

The Leaving Violence Program supports people leaving, or who have recently left, a partner who uses violence. Through the Program, eligible victim-survivors can access:

• Financial support packages
• Safety supports, including risk assessments, safety planning and tailored referrals

The Program is available to all eligible victim-survivors, regardless of gender or visa status.

The opportunity

We are seeking compassionate and skilled Intake Worker’s to join our team and play a pivotal role in supporting people leaving violence.

This is a role is a fully work-from-home position, where your support line, intake, triage or client support experience can make a real difference. As the first point of contact, you’ll listen with empathy, assess risk, and connect victim-survivors with the right supports at the right time.

If you thrive in fast-paced environments, can manage sensitive conversations with care, and want your work to change lives, this role is for you.

What you’ll do

• Answer calls and online enquiries with empathy and professionalism
• Conduct thorough family, domestic and sexual violence risk assessments as a core part of your daily role
• Develop and update detailed safety plans with victim-survivors, ensuring risks are actively monitored and addressed
• Explain program eligibility and guide people through the application process
• Connect victim survivors to appropriate support services where required
• Assist with safety planning, referrals and mandatory reporting where required
• Monitor evolving risks and update support plans accordingly
• Maintain accurate case records and collaborate with colleagues and partner services
• Track your queue and working time using Genesys
• Receive, update and maintain case records and case notes using Salesforce, ensuring accuracy and consistency
• Adapt and contribute to program improvements as the service evolves, helping shape a stronger, more effective national program
• Be flexible and adaptable to undertake any function across the client journey, supporting victim survivors as program needs evolve.

About you

• Bachelor’s or Masters degree in Social Work (or related field).
• Eligible for registration with at least one professional body: AASW, ACA, AHPRA or PACFA.
• Willingness to undergo checks: Working with Children Check, National Police Check, right to work, qualifications and professional membership verification.
• Available to work between 8:00 am – 6:00 pm in your time zone.

Experience

• Minimum 3+ years’ frontline experience in the Family, Domestic and Sexual Violence (FDSV) sector.
• Minimum 3+ years’ experience conducting FDSV-specific risk assessments and developing safety plans.
• Minimum 3+ years’ experience in a support line, intake and triage, crisis response, or high-volume client support role (e.g. telephone or online intake services).
• Strong ability to speak with service users while typing accurately and efficiently, including:
• Capturing detailed case notes in real time
• Completing risk assessments and intake records during live conversations
• Managing multiple systems without interrupting client engagement
• High level of technical literacy, including confidence using:
• Client management and case recording systems (e.g. Salesforce or similar CRMs)
• Telephony and queue-management platforms (e.g. Genesys or equivalent)
• New systems and technology in a fast-paced environment
• Demonstrated experience working with culturally diverse communities, including Aboriginal and Torres Strait Islander peoples, with cultural sensitivity and respect.
• Proven ability to manage complex and emotionally sensitive conversations with empathy, professionalism and resilience, while maintaining clear boundaries and accurate documentation.
• Adaptability and flexibility to work in an evolving program environment and take on different responsibilities as required to support the Leaving Violence Program.

Why join us?

• Be part of a nationwide program already changing lives every day
• Work in a supportive, values-driven environment where your wellbeing is a priority
• Access career pathways and professional development across Telstra Health

Our commitment

We are passionate about creating a safe, inclusive and supportive workplace. We strongly encourage applications from Aboriginal and Torres Strait Islander people, people from culturally and linguistically diverse backgrounds, and people with disability.

Even if you don’t meet every requirement, we encourage you to apply or contact us at recruitment@health.telstra.com to discuss your interest.

We are a Circle Back Initiative Employer - we commit to responding to every applicant.

Ready to make a difference? Apply today and help ensure people leaving violence receive the safe, timely and compassionate support they deserve.