This is a unique opportunity to support Defence members and their families. The Defence Member and Family Helpline (DMFH) is a 24/7 centralised intake and support service for current ADF members and their families. Staffed by qualified human services professionals, the DMFH provides immediate support, crisis intervention, and referrals across a wide range of issues impacting Defence families.

Operating from Brindabella Business Park, this role works 'on site “ within a team that receives and resolves over 10,000 calls and 24,000 emails annually—ranging from urgent crisis matters to everyday Defence life transitions like deployment, relocation, partner employment, education, and family wellbeing.

Approximately 63% of calls are resolved at intake.
The roster for this contracted position follows an alternating weekly schedule, with AM and PM shifts provided three months in advance. You will also be required to work one weekend every 3–4 weeks and complete on-call shifts per month.

About the Role
This office-based role is well-suited to experienced human services professionals who can confidently manage complex and sensitive issues under limited direction. The role involves a high level of professional autonomy and accountability, with scope to exercise sound judgement in providing telephone-based support to ADF members and their families.
The workload includes both direct client support and related administrative functions—approximately 60% of the role involves documentation and case recording, database management, inbox oversight, report writing, and resource coordination.

Key Responsibilities

• Deliver telephone-based counselling, psychosocial assessment, and referral
• Manage crisis calls and provide risk and safety assessments
• Respond to incoming emails and provide timely written support
• Refer callers to appropriate Defence and community services
• Maintain accurate and detailed case notes and records
• Undertake Defence-specific workplace and on-the-job training delivered by DMFH
• Complete a range of administrative activities (approximately 60% of workload)

Key Requirements
To be considered, you must:

• Possess formal university-level qualifications in a human services field such as Social Work, Psychology, or Counselling
• Have a minimum of two to three years post graduate work experience in a relevant setting
• Be able to complete a selection criteria and obtain and maintain a Baseline Security Clearance (MUST BE Australian Citizenship)
• Have experience in delivering human services, including: Conducting and recording multi-dimensional assessments, Safety planning and brief interventions
• Be confident working in a phone-only service model
• Be available to work 37.5 hours a week, on-site in Canberra
• Be willing to work in an office-based role requiring flexibility to work hours across a rotating roster, including evening, weekend, and on-call shifts

Desirable

• Experience supporting clients impacted by:
• Mental health concerns and suicide ideation
• PTSD, grief and loss
• Family and domestic violence
• Alcohol and other drugs (AOD), homelessness, child protection
• Relationship and family breakdown
• Previous work with military or veteran clients

Additional Information

• A number of probity checks are required including holding a current working with children and undertaking a National police check.

Confidential discussions Gemma Haworth 0482 182 600

Why partner with abrs to secure your next role?

Our values aren’t just things we believe in. They’re our entire foundation.
They’re the very reason we exist, and the reason we’ve returned every single cent of profit we’ve earned to charity.

abrs is Australia’s only charity-owned Not-For-Profit Recruitment agency with 100% of our net revenue returned to fund programs that assist children, youth and families.