Intake and Reception Officer

We are looking for an enthusiastic Intake and Reception Officer. This position serves as the first point of contact for individuals seeking assistance, ensuring a welcoming and supportive environment. The role involves facilitating the intake process, gathering essential information from clients and directing them to appropriate services within and external to the organisation.

Woden Community Service (WCS) is a for-purpose organisation that has been providing community-based services for over 50 years. Our vision of ‘A caring community where everyone belongs’ is achieved through our values of Inclusion, Compassion, Hope, Responsiveness, Integrity and Social Justice.

We deliver services across the ACT covering children, families, young people and seniors including disability, housing and mental health services.

Our Offer:

  • Permanent part-time appointment (22.5 hours/week).
  • Salary of WCS 4 $71,364 – $76,537.89 pa (pro-rata for part-time) plus 11% Superannuation.
  • Salary packaging (up to $15,899 per year) plus meal and entertainment cards.
  • Paid shutdown leave on standard working days between Christmas and New Year.
  • 15 days paid personal leave per annum (pro rata) for full & part-time employees.
  • 12 weeks paid parental leave.
  • National EAP Service.
  • Study leave opportunities.

The Intake and Reception Officer will be responsible for:

  • Greet and assist participants, visitors and stakeholders in a professional matter.
  • Manage phone calls, emails and in-person enquiries, providing accurate and timely information. Provide follow up information and support where required.
  • Conduct a basic and initial assessment of clients’ needs through effective questioning and active listening.
  • Maintain accurate and up-to-date information regarding WCS’s service offering across the organisation.
  • Collect and record relevant client information, ensuring accuracy and confidentiality, not taking any more information than what’s necessary.
  • Assist clients in completing necessary forms and paperwork for program enrolment.
  • Direct clients to appropriate internal programs or external community services based on their needs.
  • Collaborate with internal staff to facilitate seamless transitions for clients between services.
  • Maintain accurate and up-to-date data specific to our key performance indicators set out by our funders and key partners.
  • Participate in reporting processes.
  • Provide administrative assistance specific to the daily running of the Community Hub, including scheduling bookings, maintaining staff ratios and maintaining equipment and office supplies.
  • Facilitate the effective operations of the Little Pantry, including supporting clients to access emergency food supplies daily.

Experience and Qualifications:

  • Previous experience in a similar role within the community sector.
  • Minimum certificate III in community services or similar.
  • Strong communication (both written and verbal) and interpersonal skills to engage effectively with client and colleagues.
  • Empathy and sensitivity to the diverse needs of the community.
  • The ability to navigate the services and supports available to vulnerable people within Canberra.
  • Good organisational skills and attention to detail.
  • Proficient in using office software and database systems.
  • The ability to communicate with service users in crisis or in distress.
  • Experience in utilising and facilitating booking systems, calendars and referrals.

A full Position Description is available outlining the knowledge, skills and experience.

To be eligible for employment, you must also have an ACT Working with Vulnerable People (WWVP) Card, working rights in Australia, and be willing to undertake background checks required for the position.

To apply, please submit your current resume and a cover letter outlining how your skills and experience meet the essential requirements of this role via Seek.

For further information, please contact Jill Strickland at

Closing Date: 25 July 2024

Applications may close early if a suitable candidate is found.

For more information about WCS and services that we provide, including Youth & Family, Community Development, Housing and Homelessness, Disability, Mental Health and Aged Care, please visit our website at

WCS is proud to be an equal opportunity employer. We value diversity and encourage applications from people of all abilities and life experiences. We also encourage Aboriginal and Torres Strait Islander people and those from culturally and linguistically diverse backgrounds to apply.