1. Care Navigation and Client Support (80%)
* First responder - take enquiries via phone, email / support desk from the transition of CaLM's clients and their employees/members and other streams
* Deliver one-on-one consultations (phone/virtual) to assess individual care needs and preferences
* Provide clear, compassionate advice on home care, retirement living, residential care, and palliative pathways
* Educate families on ACATs, CHSP, HCPs, DAPs/RADs, and related processes
* Create tailored care plans and curated shortlists of appropriate providers
* Serve as an advocate for clients and, where applicable, liaise with their financial advisers or HR representatives
* Guide clients through tours, applications, or transitions as needed
* Maintain detailed case notes and ensure CRM (e.g., HubSpot or similar) is up to date
* Support corporate clients through employee benefit programs
2. Sector Knowledge & Best Practice (10%)
* Stay current with aged care reforms, including the new Support at Home program and HELF (Higher Everyday Living Fee)
* Maintain a working understanding of the care market, including provider strengths, availability, and innovations
* Participate in relevant industry events, webinars, and forums to enhance visibility and maintain thought leadership
3. Team Collaboration and Quality Assurance (10%)
* Provide peer support, contribute to onboarding of new team members, and share insights to improve internal practices
* Participate in case review discussions and provide constructive feedback to peers
* Contribute to internal feedback loops on system, service, or provider performance
Skills & experience
Required:
* Experience in aged care, nursing, social work, care navigation, or retirement living
* Minimum 3-5 years of experience in aged care, nursing, social work, care navigation, or retirement living
* Strong interpersonal and communication skills with emotional intelligence and professionalism
* Confident understanding of the aged care system, funding structures, and care provider networks
* Comprehensive expertise in the aged care system, funding structures, and care provider networks
* Ability to work independently and manage sensitive conversations with families in crisis
* Strong administrative and organisational skills; experience with CRMs and workflow systems
* Registered Nurse, Social Work degree, Allied Health degree, or any equivalent qualification
Preferred:
* Case management, admissions, or aged care placement experience
* Background supporting employee wellbeing or HR-aligned care navigation
* Familiarity with B2B2C delivery models