At Lutheran Care’s Central Intake Service, we are often asked about how calls to the Central Intake Service are managed and what callers can expect when contacting the service.

Unlike a traditional call centre, CIS staff do more than redirect calls. They assess each person’s situation, identify immediate risks, determine eligibility, provide information and advice, and make referrals to appropriate homelessness services. This work takes time and often involves speaking with clients, referral agencies and partner organisations to build a clear picture of a person’s needs.

At any one time, the team may be responding to people who are sleeping rough, families escaping domestic and family violence, people being discharged from hospital or custody, or households facing eviction. Some situations require an immediate response, while others can be safely managed after more urgent matters have been addressed.

Delays may occur when the team is managing high call volumes. The CIS is the entry point for people seeking access to specialist homelessness services across the Northern Territory. Every referral, phone call and online enquiry is assessed by a trained worker to understand the person’s circumstances and identify the most appropriate response.

A delay does not mean a referral has been forgotten or ignored. Every referral received by CIS is reviewed, prioritised and progressed as quickly as possible.

Referrers can help the CIS team respond more efficiently by providing complete referral information, including:

• current contact details
• details of the person’s housing situation
• any immediate safety concerns; and
• consent where required.

Complete referrals reduce the need for follow-up and help our team assess needs sooner.

Our goal is to provide a fair, consistent and coordinated entry point into the homelessness system. We appreciate the patience of clients, referring agencies and partners as we work to ensure people with the greatest need receive support first.

Thank you for your continued partnership in supporting Territorians experiencing or at risk of homelessness.

About the NT Central Intake Service (CIS): Lutheran Care delivers the Territory-wide Central Intake Homelessness Support Service in partnership with Yilli Rreung Housing, Lhere Artepe and the Salvation Army, funded by the Northern Territory Government Department of Children and Families. The service provides a single, culturally safe entry point to homelessness support across the NT, with coordinated assessment and referrals to appropriate housing, health and social services.

 Visit the Central Intake Service webpage.