Client Service Manager - Home Care

Why Choose Amana Living?

Amana Living is one of the largest Aged Care providers in Western Australia and has been responding to the needs of older people and those who care for them since 1962. We offer a broad range of services, including residential care homes, transition care programs, retirement living villages, Home Care, day care, respite, and dementia specific services. Together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life.

Our vision is a community where every older person is honoured and valued. Our mission is together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life. Our values are compassion, collaboration, curiosity, inclusion and trust. Amana Living is proud to lead in reforms that benefit our workforce, caring for those who care for a career. 

Our Benefits

• Competitive rates
• Salary packaging benefits up to $18,550
• School holidays childcare assistance
• Continued superannuation contribution for employees who are on paid on unpaid parental leave
• Health and wellbeing programs and more! 

• Ongoing training and development to keep your skills growing.
• Access to our Employee Assistance Program

At Amana Living, we value diversity and welcome applicants from all backgrounds, including those who identify as living with disability, are Aboriginal or Torres Strait Islander, or members of the LGBTIQA+ community. Join us in making a difference!

The Role

The Client Service Manager (CSM) is responsible for effectively managing the service relationship between each client in their portfolio and the organisation. The CSM is primarily concerned with ensuring that the client receives optimal levels of care and services to support them to remain living independently in their own home. With hours working 8:30am – 4:30pm (76 hours a fortnight) Monday to Friday within our Home Care team. This is a 12-month fixed-term contract with the possibility of extension.

Key responsibilities:

• Act as a first point of contact for clients and their families and provide appropriate and current information regarding services available to them through the CDC package
• Management and recording of client complaints and compliments in accordance with Amana Living’s Feedback Policy & Procedure
• Ensure all wellness visits, client contacts and annual reviews are completed in accordance with procedures to ensure optimum care and support for clients
• Building plans linked to ACAT/NSAF assessments, assessment of the client and client goals with appropriate involvement from the clinical and allied health team
• Ensure care plans are reviewed and updated at least annually and in response to changes in care needs
• Manage the client’s funds to ensure that care and services can be delivered at the appropriate level whilst ensuring no deficits or high surpluses are created
• Ensure all clients have a current budget planner and that the budget planner is updated with any ongoing change in services or funding
• Conduct assessments with new clients with a focus on understanding needs, responding positively and accurately to questions, and demonstrating why they should choose Amana Living
• Ensure all clients have a face to face 16 weekly wellness visit and have contact every 4 weeks.

About you

The successful candidate will demonstrate a background of providing exceptional customer service, and be willing to oversee all aspects of service as it relates to their clients, leveraging internal resources to meet the client’s needs.

Competencies & Behaviours

• Proven ability to meet the expectations and needs of clients that meet individual goals by considering a range of options and services
• Experience in going beyond customer expectations by being consistent, timely and responsive. Encourage ongoing feedback to ensure that the service remains client centric and responsive
• Time management and organisational skills, basic finance principles, the ability to multi-task and to work effectively and accurately under pressure to meet deadlines
• Adept ability to learn and be proficient in several software programmes as well as Microsoft Office applications
• Passion for customer service and working with older people

Essential Criteria:

• Evidence of COVID-19 and 2024 Flu vaccinations
• Ability to obtain a National Police Clearance (within 6-months validity)
• Successful completion of pre-employment health form and reference checks
• Class C driver's licence
• Certificate IV Community Service Coordinator, EN or RN qualification (desirable)
• Willingness to complete a 5-day (paid) induction at the Amana Living Training Institute (ALTI) located in Rivervale

How to apply

If you are interested in this role and meet the essential criteria, please click the "apply now" button. Amana Living reserves the right to close this position prior to the closing date. Shortlisting and interviews will commence immediately.