About the Role
The Intake Officer (Home Care) is a high‐impact, client‐facing role at the frontline of Respect's community growth. This is an opportunity to turn meaningful conversations into life‐changing support, helping older Australians remain independent, safe and connected at home.
As the first point of contact, you will engage with prospective clients and families across phone, digital channels and in‐home visits, quickly building trust and understanding their needs. You will take a consultative approach—listening, guiding and clearly positioning Respect's home care services as the right fit.
You will manage the end‐to‐end intake and onboarding journey, from initial enquiry through to active service, including eligibility, service planning, documentation and commencement of care. Converting enquiries into committed clients will be central to your success.
You will also build and maintain referral relationships, strengthen community connections and help grow Respect's presence in the home care space.
This role will suit a confident communicator and relationship builder who is driven by outcomes, enjoys converting opportunities, and values meaningful social impact.
This is a rewarding opportunity to join our team as a Full‐Time Intake Officer based at our Lyndoch Head Office. The role operates Monday to Friday, 9.00am–5.00pm, with access to a pool car during office hours and flexibility for occasional remote work where operationally suitable.
We are seeking an experienced Intake Officer with exposure to Support at Home or Residential Aged Care, who brings strong communication skills and a compassionate, people‐first approach. From the first point of contact, you will support older Australians and their families to navigate their home care options with confidence, providing clear guidance, reassurance and thoughtful support as they make important decisions.
Working closely with a multidisciplinary team, you will help ensure a smooth and coordinated onboarding journey, connecting people to the right services and contributing to a caring, community‐focused environment where clients feel valued, respected and supported every step of the way.
As Intake Officer you will:
* Engage prospective clients and families via phone, email and in‐person meetings, including in‐home visits.
* Provide clear, accurate information on home care services, funding options and service delivery.
* Guide clients from initial enquiry through to onboarding and commencement of services.
* Manage warm leads and referrals (including My Aged Care), progressing opportunities through to conversion.
* Build and maintain strong relationships with healthcare providers, hospitals, community organisations and referral partners, and represent Respect at community and networking events.
* Maintain accurate CRM records, manage pipeline activity and provide timely follow‐up and reporting.
* Coordinate intake and onboarding administration, including documentation, agreements and service transitions in line with compliance requirements.
* Contribute to business growth, continuous improvement initiatives and the delivery of high‐quality, person‐centred service experience.
About You
You'll thrive with us if you have:
* Demonstrated successful sales experience, with a particular emphasis on business development and lead conversion.
* Demonstrated ability in the application of advanced administrative procedures.
* Ability to work as an effective member of a team.
* Good verbal and written communication skills and the ability to empathise with prospective clients and family members.
* Ability to work in a timely manner and manage competing priorities.
* A current driver's licence without restriction.
* Current National Police Certificate (or ability to acquire).
Perks & Benefits
* As a not‐for‐profit you can reduce your tax by salary packaging up to $15,900 per year for living expenses, bills, rent, mortgage and groceries. Take advantage of a further $2,650 to pay for meals out or holiday accommodation.
* Training and development pathways.
* Supportive leaders who are onsite.
* A friendly, down‐to‐earth workplace.
* Opportunity to build a long‐term career in aged care.
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