Intake Support Worker - Lived Experience

• 2 x Full Time Permanent roles | 35 hours per week

• Work hours: Mon - Fri, working 8 am – 4 pm  & 12 pm- 8 pm

• Location: Coffs Harbour, NSW 2450

• Salary $72,016.31 Base Salary + Super + Not for profit salary packaging benefit

• Make a meaningful difference to the lives of Australians in need

Life at Mission Australia

When you join the team at Mission Australia, you become part of a community who are determined to end homelessness and ensure people in need can thrive. United by our Christian purpose and values, we advocate for a fairer Australia, to meet the growing needs of people across the country. Together we’re building hope and possibility for all.

Find out more about us and our purpose.

Your opportunity

Be part of a pioneering new Supported Temporary Accommodation service in Coffs Harbour that is reshaping how people experiencing homelessness access safe, responsive, and connected housing support. This innovative, first-of-its-kind service brings together integrated housing and support pathways to improve stability, wellbeing, and long-term outcomes for people at a critical point in their journey.

As an Intake Support Worker – Lived Experience, you will be the first point of connection for people entering the service. Drawing on your lived experience, you will engage participants with empathy, authenticity, and hope, creating a safe and welcoming environment where they feel understood and supported from the beginning of their journey.

You will support participants through the intake process while assisting with the smooth day-to-day operation of the service, including access processes, bookings, and coordination of shared spaces. You will help ensure participants can confidently and safely access the facilities and supports available to them.

Working closely with Case Managers, Housing Pathways Specialists, and the wider multidisciplinary team, you will play a key role in building trust, strengthening engagement, and supporting a smooth transition into ongoing services.

We have two permanent full-time roles available, working a rotating fortnightly roster between 8:00am–4:00pm and 12:00pm–8:00pm, Monday to Friday. Applicants must be available to work both shifts.

Lived experience is an essential requirement for this role. Applicants must outline their lived experience in their application, including experiences of homelessness, mental health challenges, recovery, or supporting others through these experiences.

Your key responsibilities will be to:

• Create a safe and welcoming first point of contact for participants, using your lived experience to build trust, connection, and hope.

• Support participants through intake, including documentation, assessments, consents, and surveys.

• Help participants identify their goals and next steps through a strengths-based, recovery-focused approach.

• Provide practical support, information, and referrals to connect participants with the right services and pathways.

• Use peer work principles of respect, mutuality, shared experience, recovery, and empowerment in all interactions.

• Support the day-to-day operation of the service, including access processes, shared spaces, room bookings, and maintaining a safe environment.

• Complete administrative task, including data entry, reporting and case notes, in alignment with quality and compliance frameworks.

Requirements for success

• Demonstrated lived experience of homelessness, mental health challenges, recovery, alcohol and other drugs, or supporting others through similar experiences.

• Ability to build trust, connection, and a safe, welcoming environment for residents accessing the service.

• Strong organisational and digital skills, with the ability to complete administration tasks, maintain records, and use client management systems.

• Strong communication and teamwork skills, with the ability to work collaboratively with housing teams, community services, and local partners.

• Ability to support residents through intake, referrals, practical assistance, and early engagement while maintaining confidentiality and professional boundaries.

• Current Australian Driver’s License with no restrictions.

• Current First Aid & CPR Certificate (or willingness to obtain)

Before starting work with us, you will need to undertake a national police history check, qualifications, and referee checks, and have a clearance to work with children/vulnerable people.

Your benefits

To ensure our employees feel valued, empowered, and celebrated, we provide a range of employee benefits including:

• Rewarding work – every day you know you’re making a real difference

• Not-for-profit salary packaging, reducing your tax (details via AccessPay)

• Free external, confidential counselling and access to chaplaincy support

• Volunteering opportunities 

• Opportunity to purchase additional annual leave 

• Extra leave including: Mission Australia Thank You Day & Work Anniversary Day off

Our culture  

Our innovative and inclusive culture will ensure you feel valued at Mission Australia as you help Australians in need and develop in your career.  

We prioritise the safety and wellbeing of everyone, both within our team and the individuals we serve.

We are committed to creating a diverse and inclusive working environment. We actively support and encourage people of all backgrounds; gender, age, ethnicity, race, cultural background, disability, religion, and sexual orientation to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible. So, whoever you are, if you’re skilled and actively support our purpose and values, you would be welcome at Mission Australia.

If you live with disability and require support to submit your application, please email [email protected] or visit our Careers page for additional contact details.

We strongly encourage applications from people who identify as Aboriginal or Torres Strait Islander. For culturally safe support or assistance with your application, please contact us at [email protected]  

Find out more about a career with Mission Australia. 

How to apply

Click ‘Apply’ and send your application today!

As a committed Circle Back Initiative employer, we will respond to your application.

Applications are shortlisted as they are received. Please apply as soon as possible to be considered. Thank you