Enquiry Line Support Officer (HC) Fixed Term
As an Enquiry Line Support Officer, you will play a vital role in supporting our scheduling team by handling a variety of calls on our Home Care Enquiry Line. You'll assist Community Support Workers (CSWs) with client issues, scheduling changes, procedural matters, and system‑related questions. This role also includes providing an after‑hours service from 6:00am to 8:30am. Your exceptional communication skills and positive attitude will ensure every interaction is a positive experience for our clients and CSWs. Community Support Workers encouraged to apply. This is a full‑time fixed‑term contract.
Key Responsibilities
- Exceptional Communication: Answer calls on the Enquiry Line with a positive attitude, providing guidance, support, and exceptional customer service.
- Problem‑Solving: Assist with troubleshooting ComCare issues, escalating as necessary through appropriate channels.
- Incident Management: Escalate and document incidents using Riskman and ensure client communication is recorded in the CRM.
- Scheduling Support: Monitor SharePoint queues for changes, cancellations, and leave requests, ensuring timely action and communication with relevant teams.
- Project Work: Collaborate on projects and data management tasks to support the scheduling team.
Skills, Knowledge & Abilities
- Strong verbal, written, and interpersonal communication skills.
- Ability to remain calm and supportive when managing emotional or distressed customers and support workers.
- Demonstrated problem‑solving abilities, and capacity to find cutting-edge solutions within established guidelines.
- Experience with Customer Service Database Management (e.g., ComCare, eCase).
- Sensitivity to issues of confidentiality, cultural diversity, and client needs.
- Proactive and professional attitude, with excellent time‑management and organisational skills.
Essential Requirements
- Previous experience as a Community Support Worker.
- National Police Clearance Certificate (no older than 6 months).
- Proof of current influenza and COVID‑19 vaccinations, as per Amana Living policies.
- Completion of a pre‑employment medical.
Why Choose Amana Living?
Amana Living is one of the largest aged‑care providers in Western Australia, offering a broad range of services including residential care homes, transition care programmes, retirement living villages, home care, day care, respite and dementia‑specific services. We aim to keep older people independent and enable them to maintain their individuality. Our values are compassion, collaboration, curiosity, inclusion and trust, and we are proud to lead reforms that benefit our workforce. We welcome applicants from all backgrounds, including those with disability, Aboriginal or Torres Strait Islander identity, and members of the LGBTIQA+ community.
Our Benefits
- Competitive rates.
- Salary packaging benefits up to $18,550.
- School‑holiday childcare assistance.
- Health and wellbeing programs.
- Ongoing training and development.
- Access to our Employee Assistance Program.
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