Team Leader-CHSP- Intake- Excellent leadership role working for local council. Flexible working arrangements and monthly rostered day off!
Salary $100,000 - $109,000 + Super; Work for Local Government- Preston location; Hybrid Model- flexible arrangements + Monthly RDO.
Team Leader - Intake - Service Response
Supported & Connected Living Department - Darebin Council
We are seeking an experienced and motivated Team Leader - Service Response to lead a high-performing frontline team delivering responsive, person-centred aged care services within our community.
This leadership role is responsible for overseeing service response operations, ensuring excellent customer experiences, maintaining compliance with aged care standards, and fostering a collaborative and positive team culture aligned with organisational values.
About the Role
As Team Leader - Service Response, you will provide day-to-day leadership and operational management of the Service Response Team. You will play a key role in managing MAC referrals for CSHP, supporting staff development, monitoring service delivery performance, and driving continuous quality improvement initiatives.
You will work collaboratively across departments and with external stakeholders to ensure services are delivered efficiently, equitably, and in line with Commonwealth, State, and Council requirements.
Key Responsibilities
* Lead, supervise and support Service Response Team staff to achieve high-quality client outcomes and exceptional customer service
* Manage staff performance, recruitment, workforce planning, succession planning, and professional development
* Foster a positive, collaborative and values-driven team culture
* Coordinate staffing resources to maintain service continuity during planned and unplanned absences
* Build and maintain strong internal and external stakeholder relationships
* Escalate concerns, changes, and service issues to the Coordinator Home Support as required
Service Delivery
* Manage incoming referrals through the My Aged Care (MAC) Portal efficiently and compliantly
* Monitor enquiry responses, client service planning, reporting, and service delivery against program guidelines and KPIs
* Support integrated service delivery and identify opportunities for service improvement across teams and departments
* Collaborate with service leaders to strengthen consumer participation and engagement strategies
Quality, Compliance & Continuous Improvement
* Ensure services comply with funding agreements, legislation, organisational policies, quality standards, and regulatory requirements
* Promote Wellness and Reablement approaches and Age Friendly service principles
* Manage complaints, feedback, risks, and service escalations appropriately
* Support evidence-based decision-making and continuous improvement initiativesContribute to the review and development of service KPIs and operational processes
Data, Reporting & Evaluation
* Prepare monthly, quarterly, and annual service reports
* Monitor service demand and capacity to support effective workforce and service planning
* Contribute to compliance reporting and evaluation activities
* Support service improvement through accurate data collection and analysis
About You
You are an experienced people leader with a strong understanding of the aged care sector and Commonwealth Home Support Program and a commitment to delivering person-centred services.
You will bring:
* Demonstrated experience leading teams in community or human services settings
* Strong knowledge of the aged care sector, including the Aged Care Act and Commonwealth Home Support Program (CHSP)
* Experience in client intake, assessment, care planning, or service coordination
* Excellent communication, stakeholder engagement, and problem-solving skills
* Proven ability to manage competing priorities in a dynamic environment
* Experience in quality improvement, compliance, and accreditation processes
* Strong analytical and reporting capabilities
* Customer Service focused
* Tertiary qualification in Human Services or a related discipline
* Local government or aged care sector experience
Why Join Us?
* Opportunity to lead meaningful community-based services
* RDO - monthly rostered day off
* Supportive and collaborative workplace culture
* Make a genuine difference in the lives of older people and carers
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