Independent Living Assessment – East Perth WA
iLA is a for‐purpose organisation dedicated to empowering people and communities to live and age well. iLA delivers the Single Assessment Service across WA, along with digital‐first initiatives including LiveUp, KeepAble and AT Chat, plus navigation and peer mentoring programs.
Our people are at the heart of everything we do, and it is their passion, talent and dedication that drive our impact.
THE ROLE
We are seeking an experienced, people‐focused leader to oversee intake, scheduling, workflow coordination, reporting and customer service for aged care assessment services. In this role, you will lead a high‐performing team, monitor service delivery, improve systems and processes, and use data and insights to support strong operational performance and continuous improvement across the assessment portfolio.
Key responsibilities
* Lead day‐to‐day operations across intake, scheduling, workflow coordination and customer service.
* Monitor service performance, identify risks and pressure points, and implement timely operational improvements.
* Develop and maintain reporting frameworks to track activity, workforce utilisation, operational trends and performance against contracted KPIs.
* Use service and operational data to support planning, decision‐making and continuous improvement.
* Lead, coach and develop the scheduling and program support team to build capability, accountability and performance.
* Collaborate with leaders and stakeholders across the program to deliver contractual and organisational objectives.
THE CANDIDATE
The ideal candidate will possess:
* Proven operational leadership experience in customer service, intake or scheduling environments.
* Strong people leadership capability, including coaching, performance management and workforce planning.
* Well‐developed analytical, reporting and problem‐solving skills.
* Experience improving systems, processes and service consistency.
* Strong communication and organisational skills.
* Knowledge of compliance, documentation and record‐keeping requirements.
* Experience in aged care, health or community services will be highly regarded.
Qualifications: you will hold a qualification in business, management, health administration, community services or a related field, or have significant relevant experience in a similar leadership role and an NDIS Worker Screening Check.
If you are a collaborative and improvement‐focused leader who is passionate about delivering excellent service outcomes, we would welcome your application.
WE OFFER
* Great culture considered to be in the top 5% nationally for our sector.
* Ongoing support and training, including Professional Development.
* Generous salary packaging, up to an additional $18,549 tax free FBT.
* True work life balance with additional 3.5 days leave (pro‐rata) / ability to purchase additional leave.
* Flexible working arrangements and Work from Home flexibility.
* Employee Assistance Program for you and your immediate family.
TO APPLY
Register your interest today by submitting your curriculum vitae and a cover letter, addressing how you meet the work‐related requirements (in no more than 2 pages).
We reserve the right to commence interviewing before the closing date.
Only those with the right to live & work in Australia need apply.
*** No agency applications at this time. ***
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