SECL imagines a world where everyone is valued, and systems operates fairly. We are on a mission to challenge the status quo and create a society where everyone’s contributions are not only recognised but celebrated. We are tearing down those systemic barriers that stand in the way of equal opportunities, especially for migrants, refugees, women, and young people. We are taking action to deliver better social and economic outcomes for the people in our diverse communities. We are all about co-creating opportunities where individuals, regardless of their gender, race, sexual orientation, class, and ability can unleash their full potential. Diversity is a strength and by embracing it, we can create a vibrant and inclusive community for everyone.

P U R P O S E   O F   T H E   R O L E

At SECL, we pride ourselves on delivery of holistic, quality financial counselling and advocacy with people in the South Eastern region of Melbourne. The Financial Wellbeing team supports people in our diverse community who are experiencing financial hardship and barriers to navigating financial systems.This role is based across Springvale, Dandenong and other SECL sites and community settings.

The Financial Capability Intake Worker is a blended frontline role combining initial client intake, screening and triage with the delivery of financial capability education, coaching and short-term casework support. You will be the first point of contact for people seeking assistance, ensuring clients are warmly welcomed, appropriately assessed, and connected to the right internal program or external referral pathway, while also building clients’ financial knowledge, confidence and resilience through structured one-on-one and group support.

K E Y   R E S P O N S I B I L I T I E S

• Act as first point of contact for clients presenting in person, by phone, or via online/referral channels
• Conduct initial screening and needs assessment to determine eligibility and urgency, including risk and safety indicators
• Accurately record client information and presenting issues in the client management system.
• Triage clients to the appropriate internal program (Financial Counselling, Emergency Relief, Community Connectors, Settlement, Housing) or external agency
• Manage intake waitlists and follow-up processes, ensuring timely and compassionate communication with clients
• Identify and escalate complex, high-risk or safeguarding matters to the Team Lead or relevant senior practitioner in line with policy
• Deliver one-on-one financial capability coaching covering budgeting, saving, bill management, debt awareness and access to mainstream financial products
• Facilitate group financial literacy workshops and community education sessions tailored to diverse client cohorts
• Support clients to set and work toward achievable financial goals, using strengths-based and culturally responsive approaches
• Assist clients to navigate Centrelink, utility hardship programs, No Interest Loan Scheme (NILS) referrals, and basic consumer rights information
• Maintain accurate case notes, capability plans and outcome measures for each client engagement
• Refer clients requiring specialist financial counselling, legal advice or complex debt negotiation to a qualified Financial Counsellor
• Contribute anonymised data and case studies to funding acquittals, KPI reporting and program evaluation.
• Participate in team meetings, supervision, and reflective practice sessions
• Comply with Child Safe Standards, Code of Conduct, WHS and other organisational policies at all times
• Build and maintain effective relationships with internal program teams and external referral partners
• Represent SECL at community events, outreach sessions and interagency networks as required

K E Y   S K I L L S

Client Intake & Triage

▸ Ability to conduct sound needs assessment and identify risk or safety concerns quickly

▸ Strong active listening and communication skills with clients experiencing vulnerability, crisis or distress

▸Knowledge of intake, triage, and referral pathways across the community service system, particularly in relation to financial hardship

▸ Ability to manage waitlists and competing priorities in a fast-paced environment

Financial Capability Practice

▸ Sound understanding of budgeting and financial capability concepts, explained clearly to diverse clients

▸ Ability to deliver one-on-one coaching and group financial literacy education

▸ Strengths-based, trauma-informed and culturally responsive approach to client goal setting

▸Working knowledge of Centrelink, NILS, utility provider hardship programs, and basic consumer rights.

Administration & Compliance

▸ Strong administrative and data entry skills, including client management systems and Microsoft Office

▸ Ability to maintain accurate case notes and capability plans in line with privacy and funding requirements

▸ Commitment to Child Safe Standards, Code of Conduct and organisational policy

▸Demonstrated experience in delivering financial literacy education or coaching.

▸Understanding of trauma-informed care principles and their application in client interactions.

The successful candidate will be required to undertake Safety Screening checks prior to commencement of employment including a national police record check and valid Working with Children Check.

SECL embraces diversity and equal opportunity. We know that getting this right underpins our organisation’s values of inclusion, equality, compassion, dignity and choice. Our team represents a variety of backgrounds, perspectives, and skills which reflect the multicultural communities where we work. We strive to be a place-based service where people of all ethnicities feel welcomed to work, volunteer or seek help.