Client Intake Officer

About the role

What’s ACON’s Client Services you say?

Our Client Services teams engage with LGBTQ+ people, community members and people living with HIV (PLHIV) in providing care coordination, peer support, counselling services, sexual domestic and family violence services and home based care and social support.

Ok, so what’s the role?

This position is responsible for undertaking intake assessments of individuals enquiring about ACON’s various Client Services, liaising with Managers and Team Leaders regarding risk management, client allocation, providing brief interventions, making active referrals and managing the waitlists in consultation with Team Leaders. This role operates in the context of a multi-disciplinary team working within a chronic disease self-management model to provide psychosocial assessment, support services and short-term counselling to improve the overall health and wellbeing of our clients. You will:

- Conduct intake assessments and identify the primary presenting needs of individuals enquiring about ACON’s Client Services.
- Provide information about accessing ACON’s programs and services, eligibility criteria, capacity, waiting periods, and relevant fee structures where applicable.
- Liaise with ACON staff, including Regional Community Care and Peer Work teams in the Hunter and Northern Rivers, to ensure smooth, timely and appropriate allocation of clients and that teams are alerted to any risk issues.
- Identify the need for immediate arrangements &/or referrals for relevant cases and undertake the management of those referrals to ensure a successful outcome.
- Provide brief interventions as required for a range of issues including suicidal ideation, substance use, mental health, sexual and domestic violence and practical support needs as required.
- Manage the existing waitlist for all client services through regular check ins with waitlisted clients and continual communication with Team Leaders and Managers in relation to changes in circumstances, and escalation of risk and/or referring to other services where appropriate.
- Establish, maintain and continually enhance networks with a diverse range of external service providers and other stakeholders to facilitate client referrals to a range of service options. This will include maintaining a live database of resources available for referral pathways, brief interventions, and self-management tools.
- Deliver ACON’s intake service to achieve established goals and objectives in line with ACON’s Business Plan.

Who are we looking for?
- Someone who has demonstrated experience in the assessment of psychosocial needs as well as insight into the broader range of social factors that may impact on the mental and physical health and wellbeing of LGBTQ+ people and people living with HIV.
- An active listener with high level oral and written communication skills including negotiation, conflict resolution, crisis management, the delivery and receipt of feedback as well as the ability to write comprehensive, detailed and accurate case notes using the SOAP or other best practice model.
- Relationship building skills, coupled with the ability to convey empathy, sensitivity and understanding, especially when conducting intakes that ask very specific and personal questions.
- Someone with a solid understanding of and commitment to ACON’s communities, particularly people with HIV.
- An understanding of, and the skills to provide culturally safe space for clients.
- Someone who takes initiative and can work autonomously within a supportive team.

What else can we tell you?

ACON provides a colourful, nurturing, and fun workplace. Our employees and volunteers are the foundation for our ongoing effectiveness and for our capacity to deliver innovative client services, community engagement, health promotion programs and initiatives for our communities.
- Flexible working arrangements.
- Generous learning and development opportunities.
- Potential for tailored mentoring opportunities.
- Supportive working environment with a knowledgeable and friendly team.

What’s the remuneration and working details?

**Salary**: $89,689 to $91,619 FTE (_Gross per annum, PLUS_ S_uperannuation and Leave Loading_) - commensurate with skills, qualifications, and experience ($53,813 to $54,972 for 3 days / week).

Location: ACON’s Sydney (Surry Hills) office

Hours: Part-Time (_42 hours per fortnight_) on a 12 month fixed term contract, with the possibility of extension.

We offer flexible working arrangements and a generous array of entitlements often above the National Employment Standards (NES) including:

- Salary Packaging up to $35,000 gross up value (i.e., currently up to $15,900 Expenses + $2,650 Meals, tax free).
- Generous pro-rata leave entitlements - including up to an extra week of paid leave for full time employees to be taken during our Christmas and New Year’s shutdown period.
- Employee Assistance Program (EAP) - access to a comprehensive counselling ser