By Kelly Hunter – Executive Director Homelessness and Emergency Management – Department of Children and Families

Department of Children and Families Executive Director Homelessness and Emergency Management, Kelly Hunter, reflects on the impact of the Northern Territory’s homelessness hotline almost six months since its launch.

Since the ‘homelessness hotline’ (Central Intake Service) launched late last year, we’ve started to see the service deliver on its intent, creating a simpler, more connected way for people to access support. While the service operates Territory-wide – with teams based in Alice Springs and Darwin and supporting people no matter where they call from – the impact in Central Australia is already clear.

At the launch, the level of ownership and engagement across the sector was immediately clear. It reflected the significant work led by Lutheran Care and partners to design and deliver a service grounded in local need. That foundation is now translating into impact.

The hotline, Lutheran Care’s Central Intake Service, is making it easier for people to reach out for help – one contact, one pathway – without having to navigate multiple services or repeat their story.

Since going live, more than 2,500 enquiries have been received, highlighting both the scale of need and the importance of having a clear, accessible entry point. In Central Australia, we are seeing a more connected response take shape. Services are working together, adapting to local challenges, and finding practical ways to support people into safer and more stable situations – even where options are limited. Importantly, the impact extends beyond individual clients. A more coordinated system reduces pressure across the broader service network and supports communities to respond more effectively to vulnerability and crisis.

Department of Children and Families Chief Executive Officer Brent Warren said the homelessness hotline is a key reform under the Northern Territory Homelessness Strategy, designed to make it easier for Territorians to get help when they need it most. “The Strategy was shaped by the voices of the sector and people with lived experience, who told us the system needed to be simpler and easier to navigate,” Mr Warren said. “The homelessness hotline delivers on that – providing one clear pathway into support, so people can access the right services faster without having to navigate the system on their own. What we are seeing in Central Australia is that reform in action — shaped by strong local partnerships and making a real difference for people and communities.”

To find out more about the Central Intake Service in Northern Territory, visit lutherancare.org.au/nt-homelessness