A Message from Susan Richards for our Central Intake Service teams and partners.

Executive Manager, Northern Territory

It has been a pleasure stepping into the role of Executive Manager Northern Territory and connecting with staff, partners and stakeholders across our programs. I would like to thank everyone for the warm welcome and for the commitment you show every day in supporting individuals, families and communities across the Territory. I am looking forward to working alongside you as we continue to strengthen our services and create positive outcomes for the people we support.

As many of you will know, Yilli Rreung Housing Aboriginal Corporation’s YiSSA program is approaching its closure. We recognise the impact this will have on the community and the people who have relied on the service. Lutheran Care is working closely with YiSSA, NT Housing and our sector partners to provide support wherever possible during this transition and to ensure people continue to be connected with housing, homelessness and community support services.

Many of you have also generously provided feedback into the Central Intake Service (CIS) Implementation Review. On behalf of Lutheran Care, thank you for taking the time to share your experiences, insights and suggestions. Your feedback has been invaluable in helping us understand what is working well, where improvements can be made, and how we can continue to strengthen the service for clients and partners across the Northern Territory.

I’d like to share a few key service updates. The Central Intake Service continues to experience strong demand, with our team working alongside homelessness, housing, family support and financial wellbeing partners to connect people with the support they need. Together, we have supported thousands of Territorians through information, assessment, referrals and coordinated responses, ensuring people can access the right service at the right time.

We are also working closely with NT Housing to streamline referral pathways into support services. This collaboration is focused on reducing barriers, improving communication between services and ensuring people are connected to supports as quickly and efficiently as possible. Strengthening these referral processes will help improve client experiences and support earlier intervention for people experiencing housing instability and homelessness.

At an executive level, our focus continues to be on strengthening service quality, improving data and reporting capabilities, supporting workforce wellbeing and ensuring our programs remain responsive to community need. We are also commencing an independent evaluation of the Central Intake Service, which will provide valuable insights into service outcomes and opportunities for future development.

Looking ahead, several themes will guide our work across the program. These include:

• Strengthening partnerships and sector collaboration.
• Improving access and responsiveness for clients.
• Enhancing cultural safety and community engagement.
• Using data and evidence to inform service planning.
• Supporting workforce wellbeing and development.
• Embedding continuous improvement and innovation across our services.

Thank you for your ongoing support and dedication to improving outcomes for people across the Northern Territory. I look forward to working with you over the coming months as we continue to build a stronger, more connected and responsive service system together.

Susan Richards
Executive Manager Northern Territory
Lutheran Care