Key Responsibilities and Required Skills for Community Services Officer

🎯 Role Definition

A Community Services Officer is responsible for delivering front-line social services and case management to vulnerable individuals and families, providing needs assessments, safety planning, referral coordination, advocacy and community engagement. The role partners with health, housing and welfare agencies, manages caseloads, maintains accurate records to ensure compliance with legislative and funding requirements, and contributes to the design, delivery and continuous improvement of community programs. Ideal candidates demonstrate strong interpersonal skills, cultural competency, trauma-informed practice, and the ability to operate autonomously and collaboratively in fast-paced environments.

📈 Career Progression

Typical Career Path

Entry Point From:

Community Support Worker / Support Worker
Caseworker / Case Support Officer
Youth Worker or Outreach Worker

Advancement To:

Senior Community Services Officer / Senior Case Manager
Team Leader / Supervisor – Community Services
Program Manager / Service Manager
Specialist roles (e.g., Homelessness Coordinator, Family Violence Specialist)

Lateral Moves:

Outreach Coordinator
Client Services Coordinator / Housing Support Worker
Policy & Advocacy Officer

Core Responsibilities

Primary Functions

Conduct comprehensive, person-centred intake interviews and psychosocial assessments to identify immediate risks, strengths, service needs and long-term goals for clients experiencing homelessness, family violence, mental health issues, substance dependence or social isolation.
Develop, implement and review individualised case plans in collaboration with clients, outlining measurable goals, timeframes, support services, referral pathways and review checkpoints to track progress and outcomes.
Provide crisis intervention and immediate safety planning for clients at risk of harm, including de-escalation, emergency referrals, coordination with emergency services and escalation to specialist teams as required.
Coordinate referrals and maintain active networks with housing providers, health services, mental health teams, legal aid, employment services and government welfare programs to ensure clients receive integrated, timely supports.
Manage a caseload of clients across varying levels of complexity, prioritising workload based on risk, funding requirements and organisational priorities while maintaining high-quality documentation and timely follow-up.
Conduct regular home visits, outreach meetings and community-based engagement to assess client living conditions, monitor safety, verify service delivery and build trust with hard-to-reach or marginalised populations.
Facilitate access to material supports such as emergency accommodation, food relief, rental assistance, identification documentation, public transport concessions and crisis grants by completing applications and liaison with funders.
Advocate on behalf of clients with service providers, landlords, tribunals and government agencies to remove barriers to services, secure entitlements and negotiate sustainable outcomes.
Prepare comprehensive case notes, progress reports, incident reports and statutory notifications that meet legislative requirements, funder contracts and organisational policies while ensuring confidentiality and data security.
Participate in multidisciplinary case conferences, care coordination meetings and cross-sector working groups to support coordinated service delivery, share information (with consent) and develop joint action plans.
Deliver group programs and workshops (e.g., life skills, parenting, tenancy education, anger management, budgeting, employment readiness) that promote resilience, independence and community integration.
Conduct risk assessments and maintain personalised risk management plans, regularly reviewing risk indicators and implementing mitigation strategies aligned with organisational safeguarding policies.
Provide culturally safe and trauma-informed services, engaging appropriately with Aboriginal and Torres Strait Islander peoples, CALD clients, LGBTIQ+ individuals and other diverse groups to ensure accessibility and respect.
Maintain up-to-date knowledge of relevant legislation, local service systems, eligibility criteria and referral processes (e.g., child protection, aged care, mental health law, domestic and family violence frameworks).
Monitor client outcomes using agreed KPIs and evidence-based measures, contributing to program evaluation, continuous improvement initiatives and reporting to funding bodies.
Respond to community enquiries, provide information and referral services via telephone, email and face-to-face channels, ensuring consistent, professional and timely customer service.
Supervise and mentor volunteers or trainee staff involved in outreach or casework activities, providing induction, coaching and performance feedback to maintain service quality and compliance.
Support intake triage and waitlist management to ensure timely access to services, apply prioritisation frameworks and communicate realistic timeframes to clients and referrers.
Develop and maintain up-to-date resource directories, referral maps and service navigation tools to support efficient client referral and inter-agency coordination.
Participate in community development initiatives, partnership building and stakeholder engagement events to increase awareness of services, identify service gaps and develop collaborative responses.
Contribute to grant applications, funding acquittals and written submissions by providing program data, client stories (de-identified), and operational insights to support sustainability and growth.
Ensure compliance with privacy, child safety and professional conduct standards by completing mandatory training, applying ethical practice principles and escalating concerns through appropriate channels.
Use client management systems (CMS) to capture client journeys, appointment bookings, service outcomes and generate reports for internal stakeholders and funders.
Provide after-hours on-call support or participate in an on-call roster as needed for crisis response and duty-of-care obligations (where the position description requires).
Identify opportunities for service innovation and propose pilot projects, partnership models or process improvements that enhance client outcomes and organisational efficiency.

Secondary Functions

Support community engagement campaigns and outreach events to raise program awareness, recruit volunteers and build local partnerships.
Assist with data collection, client satisfaction surveys and simple data analysis to inform program planning and quality improvement.
Contribute to the development of client-facing materials, referral forms, service brochures and social media content in plain language and multiple languages where required.
Participate in team meetings, case reviews and supervision sessions to reflect on practice, identify training needs and maintain professional standards.
Maintain stock levels of program supplies, information packs and emergency kits used for outreach and home visits.
Support administrative tasks such as scheduling appointments, processing client reimbursements and maintaining secure filing systems.

Required Skills & Competencies

Hard Skills (Technical)

Client assessment & case management: proven ability to conduct psychosocial assessments, develop case plans and close referrals in client management systems (e.g., SHIP, CIMS, Charms, Penelope).
Crisis intervention & risk assessment: skilled in immediate safety planning, threat assessment and liaison with emergency and statutory services.
Referral & service coordination: experienced in building and navigating local referral networks across housing, mental health, employment and legal services.
Knowledge of relevant legislation and policy: working knowledge of child protection, domestic & family violence frameworks, privacy law and mental health legislation applicable to the service area.
Report writing & documentation: ability to prepare clear, punctual case notes, funding reports, incident notifications and outcome reports for stakeholders.
Community outreach & program delivery: experience planning and facilitating group sessions, workshops and community engagement activities.
Database & information management: competent in using client information systems, MS Office (Word, Excel), email and cloud-based collaboration tools.
Trauma-informed and culturally safe practice: capacity to apply trauma-informed approaches and culturally appropriate engagement strategies.
First aid & mandatory screening: current First Aid/CPR certification and current police/working-with-children checks (or willingness to obtain) as required.
Outcome measurement & reporting: basic skills in KPI monitoring, data collection, simple analysis and contributing to program evaluations.

Soft Skills

Exceptional verbal and written communication tailored to diverse audiences and literacy levels.
Strong interpersonal skills with proven ability to build rapport and maintain professional boundaries.
Empathy, resilience and emotional intelligence when working with people experiencing crisis or complex needs.
Problem-solving and creative thinking to develop practical solutions and navigate limited resources.
Time management and organisational skills to prioritise caseloads and meet reporting deadlines.
Ability to work collaboratively in multidisciplinary teams and across agency boundaries.
Cultural humility and sensitivity in working with Indigenous communities and culturally and linguistically diverse clients.
Conflict resolution and negotiation skills to manage disputes, mediate with stakeholders and advocate for client needs.
Attention to detail and accountability in maintaining accurate records and complying with legal/ethical standards.
Adaptability and willingness to work flexible hours, including occasional evenings or weekend outreach as required.

Education & Experience

Educational Background

Minimum Education:

Certificate IV in Community Services (or equivalent vocational qualification) OR a diploma-level qualification in community services or human services with relevant work experience.

Preferred Education:

Bachelor's degree in Social Work, Human Services, Community Development or a related discipline; eligibility for professional registration is advantageous.

Relevant Fields of Study:

Social Work
Human Services / Community Services
Youth Work / Counselling
Community Development
Mental Health Nursing / Allied Health

Experience Requirements

Typical Experience Range: 1–5 years of direct experience in community services, homelessness services, family violence support, mental health or related sectors.

Preferred:

3+ years’ experience delivering case management and outreach to vulnerable clients, with demonstrable outcomes and familiarity with local support systems.
Experience working with diverse populations including Aboriginal and Torres Strait Islander communities, CALD clients, children and older people.
Prior experience in multidisciplinary team environments, coordinating with government agencies and non-profit partners.