About us
Aged Care Role Overview
This is an exciting opportunity to join a dynamic team where no two days are the same. We work with stakeholders to foster a world-class sector that safeguards the wellbeing and rights of older Australians receiving aged care.
We offer a variety of interesting and challenging jobs across most capital cities. It is an excellent time to contribute to our vision for older Australians to trust and have confidence that aged care services protect and enhance their safety, health and quality of life.
Our Team
The Intake and Complaints Resolution Group works closely with people receiving aged care services, their supporters and service providers to resolve concerns and make positive improvements for people receiving aged care. The Customer Contact Team is one of the first points of contact for consumers, aged care providers, and other members of the public to engage with us.
Key Responsibilities:
* We communicate effectively with internal and external stakeholders and provide advice on a range of matters including moderately complex enquiries and out of scope enquiries.
* We provide accurate and timely support and guidance to consumers through various communication channels including phone, email, online and post.
* We collect, collate and consider information about complaints in preparation for allocation.
* We assess and escalate risks regarding more complex enquiries, and complaints to senior officers.
* We identify and prioritize consumers who may be experiencing vulnerable circumstances, in distress or who have accessibility needs, and escalating potential issues to the leadership team.
* We maintain accurate records of interactions with older Australians receiving care, their representatives and Providers in the case management system.
Requirements:
* Australian citizenship is required.
* You must be able to pass a national police check.