- Canberra
- Full-Time
- Seniors and Disability Services
About Communities@Work
Communities@Work is Canberra's largest not-for-profit community organisation, working with our community to build a resilient, sustainable, and socially inclusive community. With over 40 years' experience in the ACT and Capital Region, we provide a wide range of high-quality early education and care services and community services that supports positive educational outcomes, assists in alleviating hardship, enhances quality of life and leads to positive social change.
About the Team
Communities@Work's Lifestyle Programs (Seniors, Disability, Transport and Support Coordination Services) deliver community support to seniors and people living with a disability in an environment characterised by trust and respect. Being a part of our team means supporting all clients with services that meet individual needs, empowering clients to pursue their own goals and making a difference in their lives.
About the Role
Under the general supervision from the Manager and CHSP Coordinator, reporting to the manager, the role is responsible for the service engagement of clients and regular review of Commonwealth Home Support Program, CHSP and Community Assistance Support Program, CASP clients. The CHSP Facilitator will complete intake of new clients and the ongoing review of existing clients.
To excel in this role you will have a "can do" attitude, enjoy working closely with your team in a fast-paced environment and enjoy providing exceptional customer service and relationship building. The role requires effective communication with both external and internal stakeholders, including clients, advocates, client families/carers, program facilitators and supervisors, agencies and regulatory authorities, and to contribute to a small but high performing team.
Duties
- Promote and provide a positive and helpful service for clients, visitors, staff and stakeholders in answering telephone, email and program enquiries
- Effectively engage, develop and maintain strong relationships with all areas of the organisation
- Liaise with external service providers and stakeholders
- Follow the Non-Response process, communicate actions and record file notes as required
- Provide general program support as required
Process new referrals from the My Aged Care Portal:
- Keep up to date with service availability
- Respond to service enquiries and client requests
- Conduct engagements of new clients by phone and in person
- Complete support plans for clients and facilitate signature and their return in a time efficient manner
- Communicate effectively with team members about new clients and their support needs
- Liaise with brokerage agencies to set up new services
Enter accurate records and data into the database which involves:
- Engagement of clients and the input of new data as it becomes available in a time efficient manner
- Preparing and completing brokerage requests
- General administration duties
- Provide basic interpretation of data as required
- File notes of client interactions
- Incident reporting and relevant WHS documentation
Review current clients:
- Complete recurring, scheduled reviews of all CHSP clients
- Adjust support based on eligibility, support needs and service availability
- Update or complete new Support Plans and brokerage requests
- Communicate changes to relevant team members or brokerage agencies
- Exiting clients across all systems
- Archiving in partnership with the Program Support Officer
- Reporting as required
Skills and Experience
Essential
- Knowledge of customer service practices and demonstrated excellent interpersonal and communication skills
- Willingness to learn and operate within the National Standards relating to disability, community and aged care services
- Intermediate computer skills including a working knowledge of Microsoft 365 and database management
- A clear understanding and strong commitment to the practice of professional boundaries
- Demonstrated understanding and ability to provide person centred support
- Demonstrated proficiency in performing administrative tasks including data base use and the ability to rapidly acquire TMA Software package competency
- Enthusiasm, adaptability and flexibility to work within a variable and at times, fast paced team environment
- Maintain current 'Working with Vulnerable People' registration
- A current driving licence
Desirable
- Experience with the My Aged Care system and/or Commonwealth Home Support Program
- Experience working in the Community Sector, particularly within Aged Care and Disability Services Knowledge of existing ACT Community Services and resources
- Experience with TMA/SOS Technology software
Benefits
- Be a part of our social impact, working for a community organisation that makes a real difference in the lives of people in our community
- Inclusive and friendly workplace
- Salary Packaging, meal and entertainment cards
- Employee child care discounts
- Healthy lifestyle programs and healthy activity reimbursement
- Professional development opportunities with our training organisation (RTO), including access to study leave (if applicable)
How to Apply
We want to know more about you. In addition to your resume please provide a Cover Letter (maximum 1 page) addressing the selection criteria and how you work within a fast-paced team and working environment.
Click APPLY or contact the People, Culture and Wellness team on 02 6293 6545 for a confidential discussion.
Communities@Work encourages Aboriginal and Torres Strait Islander people, young people, mature-aged workers, people with disabilities and people from culturally diverse backgrounds to apply for our roles.
Closing date for applications: 28/08/2021