Indigenous Consumer Assistance Network (ICAN)

Empower people and build financial resilience in North Queensland. Together, we can drive positive change, promote financial wellbeing, and advocate for systemic improvements to laws and industry practices.

• Location: Based in Cairns
• Benefits: Competitive salary, 5 weeks of annual leave for full-time roles, gifted time off between Christmas and New Year’s, and early Friday finish with full-time pay
• Ongoing professional development, mentorship, and career growth within the financial counselling and community services fields

First Nations People are strongly encouraged to apply!

About Us

The Indigenous Consumer Assistance Network Ltd (ICAN) is a not-for-profit organisation dedicated to empowering Indigenous Australians through financial literacy, consumer advocacy, and financial counselling. Our mission, "Empowering Indigenous Consumers," fuels our work in communities across North Queensland. By providing essential services and resources, we help individuals and families overcome financial challenges, achieve stability, and thrive.

When you join ICAN, you become part of a supportive, passionate team focused on making a positive impact in Indigenous communities. Our team members come from diverse backgrounds, bringing valuable experiences and skills to ICAN’s holistic approach to financial empowerment.

Why Join Us?

As an Intake Financial Counsellor with ICAN, you will be the initial touchpoint for clients seeking support, helping them navigate ICAN’s services and access the resources they need through triaging. This is a unique opportunity to provide your financial counselling skills in a flexible and supportive organisation, while contributing to ICAN’s mission of financial empowerment and client advocacy.

What makes ICAN a great place to work?

• Career-Building Opportunities: Develop practical skills and gain experience in triaging clients across a variety of services, including financial counselling, consumer advocacy, and community support.
• Professional Support and Mentorship: Work with experienced professionals who are dedicated to guiding and supporting your career growth within ICAN’s supportive, team-focused environment.

The Role – Intake Financial Counsellor

As the first point of contact for individuals and families reaching out for assistance, the Intake Financial Counsellor’s role is to assess clients’ needs and direct them to the appropriate ICAN services or external organisations and resources. You’ll act as a guide and advocate for clients, helping them access financial counselling, consumer support, or other relevant services that align with their specific challenges.

This role is ideal for an experienced financial counsellor who is passionate about empowering others and has a strong commitment to Indigenous communities. Your work will have a direct impact on the lives of individuals and families, helping them achieve financial wellbeing and resilience

Key Responsibilities:

• Client Triage and Intake: Act as the primary intake contact, engaging clients with empathy and professionalism. Assess each client’s situation, determine their needs, advise and connect them to the most appropriate ICAN services.
• Tailored Referral Management: Coordinate client referrals to the right departments, including financial counselling, community advocacy, and consumer support services, based on urgency and specific requirements.
• Client Advocacy: Advocate for clients by providing information on available resources and supporting them in overcoming obstacles to access. Empower clients to make informed financial decisions and improve their financial stability.
• Community Networking: Establish and maintain partnerships with local organisations to enhance referral options, ensuring clients have access to holistic and comprehensive support networks.
• Data and Reporting: Maintain accurate client records, capturing key data for program analysis and improvement. Support reporting efforts to demonstrate the impact of ICAN’s services and the needs of the communities served.

Who We’re Looking For

ICAN is looking for compassionate and motivated individuals with experience in client case management, triage, or intake roles who are dedicated to making a difference in the lives of Indigenous Australians. This role is well-suited to candidates who bring a client-focused mindset with strong organisational and communication skills. We are able to consider applicants seeking both part-time (minimum 0.6 EFT) and full-time employment.

Selection Criteria

To help us understand your fit for this role, please provide brief responses to the following criteria:

1. Relevant Experience: Background in financial counselling, legal support, community services.. Alternatively, demonstrated experience in client intake, assessment, or support with a willingness to develop triage and referral skills.
2. Cultural Understanding and Connection: Strong understanding of Indigenous cultures and protocols, with the ability to communicate sensitively and effectively with Aboriginal and Torres Strait Islander clients.
3. Client Engagement and Communication Skills: Excellent interpersonal and communication skills, both verbal and written, with the ability to advise clients about credit and debit issues including how they can self-advocate or otherwise access appropriate services.