Work With Us

Intake Officer

Work Type/s: Full-time/Permanent

Classification/s: Administrative/Operations

Location: Surry Hills, Sydney

Remuneration: Grade 3 Welfare Rights Centre Enterprise Agreement $78,241.59 - $83,899.24

Applications close: Monday, 9 October 2023

We are looking for an Intake Officer.

Welfare Rights Centre provides free legal information, advice, and representation to help vulnerable people in NSW navigate the complexities of the social security system. We collaborate closely with Economic Justice Australia, our peak organisation, to advocate for a robust social security system as the foundation for a fair, just, and inclusive society. Our work is crucial because it involves facilitating access to social security entitlements and challenging unfair debts, ultimately alleviating financial hardship and preventing disadvantage.

As an intake officer, your primary responsibility will be to handle the intake and assessment of new and existing clients who contact the Welfare Rights Centre by phone or email. You will also play a vital role in recruiting, training and supporting  volunteers, while ensuring the smooth operation of our casework management systems. This role operates in a dynamic environment, and adaptability to change is essential.

We’re looking for someone who has at least 6 months’ experience volunteering or working in a community legal centre or who has previously worked with people who live with social and economic disadvantage.

The Welfare Rights Centre is well known for its supportive work culture, its strong advocacy for the rights of socially and economically disadvantaged people and its commitment to social justice. We are in a growth phase with plans to expand our operations and reach over the next five years. This represents an exciting opportunity to join a vibrant and collegiate workplace.

We strongly encourage individuals from diverse backgrounds and experiences to apply. We believe in fostering an inclusive workplace that values different perspectives and contributions.

We also offer:

  • Additional 1% employer paid superannuation
  • Generous leave provisions including extra paid leave over Christmas and Easter
  • Ongoing training and development
  • Family friendly and flexible work conditions
  • Employee Assistance Program for confidential well-being support

For questions about the role or to find out more please contact the Principal Solicitor, Natalie Ross, on (02) 9211 5389.

Please email the following documents to

  • Cover letter
  • Claim for position against the selection criteria
  • Your CV

Applications which do not address the selection criteria will not be considered.

Applications close COB 9 October 2023

Selection criteria

  1. At least six months’ experience volunteering or working in a community legal centre or in an organisation requiring interaction with social and economically disadvantaged people.
  2. Exceptional customer experience, preferably in intake and assessment
  3. Understanding of working with people experiencing disadvantage including how to provide an appropriate service that meets their needs.
  4. Exceptional customer service and phone handling skills.
  5. Ability to learn and apply casework practice procedures.
  6. Ability to supervise volunteers performing basic administrative and casework practice tasks.
  7. Demonstrated ability to work in a challenging and demanding environment and implement new systems.
  8. Excellent computer skills and experience in data entry.
  9. Excellent oral and written communication skills.
  10. Ability to work independently and as part of a team.
  11. Demonstrated commitment to achieving social justice.

Desirable: Experience working in a legal setting

Intake Officer Position Description 

Student Volunteers

We are seeking dedicated student volunteers to join our team of solicitors, caseworkers and community workers.

Volunteer duties include managing incoming calls, referrals, scanning documents, accessing the client data base, opening and closing of files, monitoring mail and emails and general support of the Office Administrator. Paralegal duties include performing conflict checks, managing the accurate recording of client information, recording client instructions, coordinating referrals, reviewing documents and general support of Caseworkers.

What we require from you

Student volunteers must agree to:

  • contribute one half day per week for a six month period;
  • attend a Zoom induction session;
  • provide notice if you are unable to attend rostered shifts; and
  • accept the terms and conditions of the confidentiality agreement.
What we offer you in return

The Centre offers volunteers:

  • a supportive working environment;
  • an induction and ongoing supervision;
  • the opportunity to assist with paralegal work;
  • participation in any Welfare Rights community legal education session; and
  • a range of experiences in a community legal service.

Previous volunteering experience, a commitment to human rights and social justice, an understanding of the issues that affect people with social security matters, and the capacity to problem-solve will be an advantage when applying. You will have administrative and organisational skills, and the ability to communicate with a wide range of stakeholders in a confident and a respectful manner. You will also need initiative and a sense of humour. Please note these are unpaid positions.

How to Apply

To apply, please email your CV, responses to selection criteria, and a completed application form to You can download the selection criteria here and the application form here.

For more information please telephone Kylie Fergusson on (02) 9211 5389.

Applications without a response to the selection criteria questions, a completed application form and a CV will not be considered.

Applications close shortly.