Intake Officer
Core
First point of contact for clients accessing counselling and mediation services, performing screening, assessment, and case coordination.
Role type
Intake Officer (Social Services)
Builds
Client intake processes, safety assessments, and referral pathways for counselling and family dispute resolution services.
Domain
Social Services / Mental Health / Family Support
Deliverable
client delivery
Required skills
Screening and assessment, case management, record keeping, referral coordination, safety risk identification, database management, trauma-informed care, confidentiality management, cultural competency.
Preferred skills
Experience with Aboriginal and culturally and linguistically diverse communities, knowledge of mandatory reporting for family/domestic violence and child protection, understanding of self-harm safety considerations.
Responsibilities
Provide compassionate first point of contact via phone, video, or in-person; screen and assess client circumstances and support needs; identify and respond to safety concerns including domestic violence and child safety; coordinate caseloads and waitlists; provide internal and external referrals; maintain accurate client records and files; liaise with multidisciplinary team members; support community engagement and service promotion.
Seniority
Mid-level, hands-on operational role