Advocacy Specialist Intake Officer, National Contact Centre

This role is offered on a permanent, full-time basis and is based in Surry Hills.

About Us

Our vision is a society that respects and upholds the rights of older people.

At Seniors Rights Service, we firmly believe in the inherent right of every elderly person to live a life of dignity, respect, and independence. Our unwavering commitment to this belief has been the driving force behind our tireless efforts to empower the elderly community in New South Wales since 1986. Through our free legal services, advocacy, and educational programs, we strive to create a society that values and upholds the rights of older people, enabling them to live their lives with the respect and dignity they truly deserve.

About the Opportunity

This is an exciting opportunity to join a team that is committed to providing a responsive and professional service to older people seeking support and information in relation to advocacy services. The core responsibility of the Advocacy Specialist Intake Officer, National Contact Centre is to support the Older Persons Advocacy Network (OPAN) by managing the overflow from the National Advocacy line and the OPAN reception line.

The Intake Officer is also responsible for the intake and assessment of new and existing clients who contact the National Advocacy line, providing and collecting accurate information from callers and closing out calls where possible. This role will liaise with OPAN and organisations within the OPAN Network, triaging calls and ensuring all callers to the National Advocacy line feel supported and receive a positive, informative, and seamless experience.

Your role will involve assessing and directing new clients to the appropriate Service Delivery Organisation including the Aged Care Quality and Safety Commission during core hours when advocacy services are required. You will also be responsible for managing urgent advocacy escalations during overflow periods for the OPAN Network and ensuring that callers to the National Advocacy line receive the best possible experience. You will be expected to provide accurate information to callers and help them understand the choices available to them and the consequences of those choices. You will be collaborating with key roles both internally and within the wider OPAN network, and be able to support older people nationally, build strong relationships with key stakeholders as well as contribute to systemic advocacy activities and OPAN projects.

About You

• As an Advocacy Specialist Intake Officer, National Contact Centre, it is essential you have:
• Tertiary qualifications in counselling, psychology, social work, behavioural science, or a related field / or relevant extensive equivalent experience.
• Demonstrated experience as an Aged Care Advocate or relevant equivalent experience in a similar role, including extensive knowledge and understanding of the aged care system, Aged Care Standards. ageism and the Charter of Rights.
• Highly developed interpersonal and communication skills and proficient with technology and software including Microsoft Office 365.
• Skills in negotiation, teamwork, conflict resolution, decision making and problem solving.

What’s in it for you?

• Experience a collaborative and fun work culture in a growing organisation.
• Great flexibility with access to hybrid work arrangements.
• SCHADS award Level 5 Pay point 3 with NFP Salary Packaging benefits.
• Enhanced leave provisions including 15 days personal/carer’s leave and gifted leave between Christmas and New Year.
• Feel good knowing you are working for an organisation with a strong social conscience and presence within our community.

Interested in applying?

If you are interested in this opportunity, please submit your CV and a cover letter including responses to the both the below questions.

• Why are you interested in applying for this role?
• What knowledge, skills and attributes do you have that would make you the ideal candidate?

At Seniors Rights Service we:

• Seek a workforce that is as diverse as our society - in race, ethnicity, gender, age, disability, sexuality, and cultures - and one that reflects the communities we work in.
• We believe diversity and inclusion are fundamental to our culture and core values and we
• demonstrate this commitment through all our employment practices. Our inclusive workplace culture contributes to making Seniors Rights Service a great place to work. We strongly encourage Aboriginal and Torres Strait Islanders people to apply.
• Believe vaccination to be the best way to keep our employees and clients safe from COVID-19. We require all employees to be fully vaccinated against COVID-19 as a condition of employment.