Active Hold Support Officer

• Full-time position until 30th June 2026
• Based at any of the Each offices with flexible working conditions on offer.
• $33 per hour + 12% Super + Generous Salary Packaging benefits of up to $18,550 

About the Better Connect Program / Team

Better Connect is part of Each’s commitment to improving lives and strengthening communities. We provide person-centred support across mental health, alcohol and other drugs (AOD), and suicide prevention services, empowering individuals to live healthier, happier lives.

Your role, your impact

As Active Hold Support Officer, you will play a vital role in supporting clients and the team by ensuring smooth communication, accurate documentation, and timely follow-up. Your work helps maintain continuity of care and supports people during critical moments in their journey.

• Inbox oversight: Monitor referral communications and triage updates to the relevant team members.
• Service contact monitoring: Ensure timely documentation of client contact; flag missed intervals for clinical review; and close episodes as directed.
• Reporting: Generate and format reports on Active Hold caseloads, contact frequency, and referral status to support compliance tracking.
• Workflow support: Maintain accurate records of referral status and client transitions; coordinate weekly bulk messaging to clients.
• Process coordination: Complete administrative steps for referral progression; liaise with clinicians for case reviews; and maintain current support rosters and escalation pathways.
• Administrative support: Provide administrative assistance to the Senior Stepped Care Coordinator as required.
• Quality improvement: Participate in the development, implementation, and evaluation of quality assurance activities.

Who we’re looking for
You’re organised, proactive, and passionate about supporting people and the systems that help them thrive. You enjoy being a reliable point of contact, keeping things running smoothly, and bringing a positive, team-focused attitude to your work.

You’ll bring:

• Previous experience in an office environment, ideally within a medical, allied health, or community services setting.
• Experience or interest in supporting young people.
• Excellent written and verbal communication skills, confident in both face-to-face and phone interactions.
• Strong computer literacy, including proficiency in Outlook and Excel; experience using client management systems is a bonus.
• Great organisational and time-management skills, with the ability to juggle competing priorities in a fast-paced environment.
• The ability to work independently while also taking direction when needed.
• A collaborative, adaptable approach to working with others.
• A willingness to learn and quickly pick up new software and processes.
• A sound understanding of privacy, confidentiality, and ethical standards in health care.

What’s in it for you?  

• Flexible working conditions tailored to you.
• Competitive salary based on your experience and qualifications.
• Diversity & belonging – We value all backgrounds, abilities, and identities and are committed to cultural safety.
• Boost your take-home pay – Not-for-Profit Salary Packaging (up to $15,900 tax-free per year) plus an extra $2,650 tax-free for meals and entertainment.
• Remote area benefits - Double your salary packaging and boost your take-home pay if you live and work in an eligible remote location. Ask us how! 
• Relocation support: If you have relocated permanently for work purposes you may be able to substantially increase your take-home pay by salary packaging some or all of your relocation costs.
• Career growth: Access a range of professional development opportunities, from leadership training to discipline-specific learning.
• Free, confidential support – Our Employee Assistance Program is available for you and your family. 
• More leave when you need it – 4 weeks annual leave, sick/carer’s leave, family & domestic violence leave, and the option to purchase extra leave. 
• 17% annual leave loading (get paid more on your holidays) 

How to apply

To view the full Position Description, click here or visit each.com.au, go to ‘Work With Us’ - ‘Careers’ - ‘Open Roles’ and search for this position. 

For more information or a confidential conversation, contact Kim Reeves (Operations Manager • CCQ Mental Health AOD Hubs) at [email protected]

Please note that applications will be reviewed as they are received. Interviews may take place during the advertising period – so don't miss out and apply today!

Next Steps in the Hiring Process 
Thank you for your interest in joining Each! To learn more about next steps, please check out our Hiring Process Guide.

We are a 2025 Circle Back Initiative Employer - we commit to respond to every applicant.  

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