Crisis Manager – Veteran Support
Wounded Heroes Australia
Townsville QLD
Make a real difference in the lives of Australian veterans and their families.
Wounded Heroes Australia is a national charity providing immediate crisis support to Australian Defence Force members, veterans and their families experiencing financial hardship, homelessness risk, family distress or mental health crisis.
Through our 24/7 Rapid Response Crisis Line, we provide practical support including emergency accommodation, food relief, fuel assistance, financial stabilisation and referrals to long-term services.
We are seeking a compassionate and highly organised Crisis Manager to join our team at the Townsville Veteran & Community Centre to help deliver frontline crisis support to veterans and their families across North Queensland.
This is a unique opportunity to work in a purpose-driven organisation where your work can genuinely change — and in many cases save — lives.
About the Role
The Crisis Manager plays a critical frontline role responding to veterans and families experiencing crisis. The role involves assessing immediate needs, coordinating practical assistance and ensuring individuals are connected with appropriate support services.
You will work closely with our national team and local community partners to ensure veterans receive timely, compassionate and practical assistance.
Key Responsibilities
• Respond to crisis calls and referrals from veterans and their families
• Conduct needs assessments and develop immediate support plans
• Coordinate emergency assistance including accommodation, food, fuel and financial relief
• Provide case management and follow-up support where appropriate
• Maintain accurate case notes and records in organisational systems
• Work collaboratively with veteran services, welfare organisations and community partners
• Support referrals to housing, mental health, advocacy and rehabilitation services
• Assist with the day-to-day operation of the Townsville Veteran & Community Centre
• Participate in community engagement and outreach activities
About You
You are compassionate, calm under pressure and committed to supporting veterans and their families during challenging circumstances.
You bring strong interpersonal skills, practical problem-solving ability and a genuine desire to make a difference.
Essential Skills & Experience
• Experience in crisis support, case management, community services or veteran support
• Strong communication and interpersonal skills
• Ability to work with individuals experiencing trauma, distress or hardship
• Strong organisational and documentation skills
• Ability to work both independently and as part of a small team
• Confidence working with multiple service providers and referral agencies
• Current driver's licence
Desirable
• Experience working with veterans, ADF personnel or defence families
• Qualifications in Community Services, Social Work, Psychology or similar field
• Understanding of trauma-informed practice
• Experience working within the not-for-profit or community sector
About Wounded Heroes Australia
Wounded Heroes Australia has been supporting veterans and their families since 2007. Our mission is to ensure no veteran or family faces crisis alone.
Through our 24/7 Rapid Response Crisis Line, we provide immediate assistance to veterans experiencing financial hardship, homelessness risk, family distress or other urgent needs.
The Townsville Veteran & Community Centre forms part of our growing network of community hubs designed to provide practical support, connection and pathways to long-term assistance.
Why Join Us
• Meaningful work supporting veterans and families
• Opportunity to be part of a growing national charity
• Supportive and mission-driven team environment
• Ability to make a genuine impact in the Townsville & FNQ community
How to Apply
If you are passionate about supporting veterans and making a real difference in people's lives, we encourage you to apply.
Please submit:
• A brief cover letter outlining your experience
• Your resume
Applications will be reviewed as received.