Redress Program Support Officer

Permanent, full-time or part-time.

This position is based in Darwin

Why Join Relationships Australia NT?

Make a meaningful difference while enjoying a workplace that truly supports you—professionally, personally, and culturally. At RA-NT, you’ll be part of a passionate team committed to strengthening communities across Central Australia. We offer:

• Generous leave benefits – Enjoy 5 weeks annual leave plus 17.5% leave loading, along with 3 days additional paid Christmas closure days to unwind.
• Investment in your growth – Access up to $3,000 PD funding annually
• Strong wellbeing support – Benefit from our Employee Assistance Program, one paid Wellness Day each year, and regular cultural and wellbeing events.
• Attractive salary packaging – Maximise your take-home pay with up to $15,899 tax-free per year, plus $2,650 in meal and entertainment benefits.
• Relocation assistance – Eligible interstate candidates can receive up to $4,000 to help make the move to Northern Australia seamless.
• Community impact – Be part of a purpose-driven organisation making a real, lasting difference for individuals, families, and communities across the region.

Position Statement
The Redress Program Support Officer provides client support, waitlist coordination and administrative assistance within the Redress Support Services program. The role supports client engagement and continuity of care by coordinating processes, maintaining contact and assisting counsellors and the Team Leader, while working within clearly defined scope and organisational guidelines.

Key accountabilities and deliverables
1. Intake Support and Eligibility Screening

• Undertake initial contact and intake support for people seeking Redress Support Services, gathering relevant information in a trauma-informed and culturally responsive manner.
• Provide program-level eligibility screening in line with RA-NT Redress Support Services protocols (not clinical assessment) and assist clients to understand service pathways and next steps.
• Clearly explain the role and limits of the service, referral pathways and expected timeframes.
• Escalate complex presentations, risk concerns, or eligibility uncertainties to the Team Leader or appropriate practitioner.

2. Waitlist Management and Client Contact

• Maintain regular, supportive contact with clients on the waitlist, providing updates on timeframes, service processes and available interim supports.
• Monitor practical indicators of vulnerability (e.g. disengagement, distress during contact, changes in financial or housing stability) and flag concerns to the Team Leader for review or prioritisation.
• Provide regular updates to the Team Leader regarding waitlist trends, emerging pressures and service demand issues.

3. Application Progress and Client Updates

• Liaise with counsellors, caseworkers and administrative staff to gather accurate, up-to-date information about clients’ Redress application progress where required.
• Communicate updates to clients in a clear, empathic and supportive manner, using appropriate reassurance, validation and boundary-setting within role scope.

4. Counsellor Support and Case Management Assistance

• Provide administrative and coordination support to counsellors within Specialist Support Services, including assistance with referrals, documentation, follow-ups and appointment coordination.
• Assist with non-therapeutic case management tasks that support continuity of care and timely service delivery.
• Work collaboratively with the SSS team to respond to emerging service needs within role scope, policies and procedures.

5. Administration, Supervision, and Quality Improvement

• Maintain accurate, confidential, and timely client records in accordance with organisational, funding and privacy requirements.
• Participate in reflective supervision and professional development as a practitioner receiving supervision, to support safe, trauma-informed practice.
• Contribute to service improvement activities, including feedback, procedural refinement and documentation related to intake, waitlist management and client coordination.

Qualifications and Experience
Essential

• Demonstrated experience in client support roles within social services, community services, or human services settings, such as intake, coordination, advocacy, administration, or case support.
• Strong interpersonal and communication skills, with the ability to engage sensitively and professionally with people affected by trauma and complex life experiences.
• Demonstrated ability to work respectfully and inclusively with Aboriginal and Torres Strait Islander peoples and people from diverse cultural backgrounds.
• High level of organisational skills, attention to detail and ability to manage competing priorities and follow-up tasks.

Desirable

• Experience using client management systems (e.g. Penelope).
• Understanding of trauma-informed, culturally responsive and strengths-based practice principles as they apply to client support and intake roles.
• Awareness of the National Redress Scheme and the emotional impacts for survivors of institutional child sexual abuse.

Requirements

• A satisfactory Northern Territory working with children check (Ochre Card).
• A satisfactory national criminal history check.
• A commitment to our Safeguarding Children Practice and Behaviour Guidelines.
• Comply with RA-NT employee organisational policies and procedures.
• A commitment to the goals and values of RA-NT.
• Current NT Driver’s License.

You can find a full copy of the job description here.  

Applications will be processed as received and only successful candidates will be contacted. To discuss this position further please contact Taylah on 08 8923 4999.

Relationships Australia-NT encourages applications from people of all ages, nationalities, abilities and cultures – including Aboriginal & Torres Strait Islander peoples, CALD, the LGBTQI+ community and people living with disability. We are happy to adjust our recruitment process to support your accessibility needs.