Initial Response Worker

  • Permanent Full time
  • Professional development and career advancement opportunities
  • Dandenong location
  • Inclusive and diverse team environment
  • wayss encourages creativity and innovative thinking
  • Salary range $82,043 to $88,287 (SCHADS Level 4)
  • Generous Salary Packaging benefits up to $15,900 per annum
  • Five weeks annual leave

Working for wayss
Our people matter. Without them, we would be unable to make a meaningful impact in the lives of people facing homelessness and family violence. This is our motivation in creating wayss as a great place to work.

wayss is the largest provider of family violence, homelessness, housing and services in the South East Melbourne area.  We exist so people can live a life free from family violence and have access to safe, sustainable, and affordable housing. Our vision is to be the major provider of social housing services and leading edge client support programs in the Southern Melbourne Metropolitan region. 

We deliver funded services and programs across the Southern Melbourne Area including the local government areas of Greater Dandenong, Frankston, Casey and Cardinia.

wayss provides the Homelessness Access Point in the Southern region for people experiencing or at risk of homelessness.  The access point provides initial assessment, planning (IAP) and service referrals, as well as securing crisis and longer term housing options for people. It is often the initial contact point for people experiencing or at risk of homelessness who may then be referred on to one of the comprehensive service responses provided by wayss or other community service providers. wayss access point is a high demand service often responding to the needs of  vulnerable people in immediate crisis with complex needs.


About the Role 

Reporting to the Access Point Team Leader, the Initial Response worker is a member of the homelessness access point team. As the first contact point for people seeking assistance for homelessness the Initial Response worker is key to ensuring a positive first engagement for people. This includes ascertaining the reason for attendance at wayss and directing them to the relevant person, program and / or service provider. The Initial Response worker is responsible for monitoring the front of house environment including the waiting room area and deciding when client needs should be escalated based on vulnerability or safety.


Duties include:


  • Initial service reception for all people attending wayss seeking assistance.
  • Obtaining initial information from people attending to ascertain the service response required and where/who this should be directed to.
  • Accurate record keeping of client information across required information platforms.
  • Accurate maintenance of all administrative functions and record keeping.
  • Monitor front of house area including reception and CCTV coverage of external front of building for safety including behaviour that may impact on reception environment.
  • Monitor well being of all people in reception area and respond/alert designated staff when concerns arise.


About You 

You will have:

  • An excellent customer service manner with strong verbal communication, interpersonal and problem solving skills.
  • Strong motivation to engage effectively with people experiencing homelessness to facilitate positive engagement with wayss services.
  • Relevant experience working in the community services sector or equivalent
  • Demonstrated ability to respond quickly and provide effective customer service in a fast-paced environment.
  • A proven aptitude to relate positively and confidently with people from diverse bakckgrounds.
  • Sound working knowledge of Microsoft office, including Microsoft Teams and ability to use standard office equipment, computer systems and software.
  • Demonstrated ability to work autonomously under limited supervision.
  • Sound decision making ability and capacity to respond effectively to team responses that meet client needs.
  • This role requires a current Driver’s Licence and valid 'Employment' category Working with Children Check. The candidate will need to have successfully completed wayss’ pre-employment screening and a police check.

Applications close 23 July 2024, however, may close sooner if a successful candidate is selected.    
Please ensure you include a covering letter, outlining your experience in relation to the Äbout You". Enquiries about the position including if you would like a copy of the Position Description can be directed to Anita Jensen, Team Leader - Access Point on (03) 8797 1618.
wayss is proud to be an inclusive and child safe organisation.

wayss is an equal opportunity employer and is committed to being an organisation that embraces a culture of equality, diversity and inclusion within our workforce and approach to service delivery. We encourage people with lived experience to apply for roles at wayss. We encourage applications from Aboriginal and Torres Strait Islander people, people with disability, people from diverse cultural and linguistic communities, people of all ages and LGBTIQ people.  wayss is a proud Rainbow Tick accredited organisation that welcomes everyone across the LGBTIQ community.

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