Support Officer

Position: Resident Support Coordinator
Location: Woolooware Shores
Employment Type: Full-time
About Us:
Anglicare Woolooware Shores is committed to providing exceptional service and care to our residents. We are currently seeking a dedicated Resident Support Coordinator to join our team. This role plays a vital part in ensuring the smooth operation of our services and the satisfaction of our residents.
Purpose of the Role:
As the Resident Support Coordinator, your primary goal will be to provide outstanding service to the residents of Woolooware Shores. You will support the Care Team by handling administrative tasks, scheduling services, and resolving resident queries promptly and effectively.
Key Responsibilities:
Administration:

• Ensure timely and accurate completion of all enquiries, administration tasks, and resident onboarding procedures.
• Provide exceptional customer service to residents and staff, addressing all inbound calls and emails with a solution-focused approach.
• Triage resident enquiries, resolving issues where possible and referring them to the appropriate division when necessary.
• Maintain accurate client information and records in Anglicare's CRM and associated IT applications.
• Process scheduling services and changes in accordance with organizational policies, ensuring timely communication with the respective team.

General:

• Understand and achieve expected KPIs related to response and closure of resident queries, care worker utilization, and scheduling request turnaround times.
• Develop and maintain positive working relationships with internal and external stakeholders, ensuring timely follow-up and resolution of queries.
• Uphold the organization's Christian values and desired culture by practicing and promoting its Mission and Values.
• Contribute to organizational performance by participating in discussions and projects aimed at enhancing processes, systems, and outcomes.
• Promote a culture of continuous improvement by contributing to the ongoing development and quality of processes and systems.
• Maintain workplace safety and cleanliness, adhering to safe work practices and participating in safety activities as prescribed in the WHSIMS.
• Demonstrate professionalism in all communications with stakeholders, adhering to organizational systems and processes.

Key Skills Required:

• Strong customer service skills.
• Effective communication skills (written and verbal) with all levels of staff and management.
• Ability to establish and maintain excellent working relationships.
• Proven time management, multitasking, and prioritization skills with attention to detail.
• Commitment to working within an organization committed to safety and Christian values.

Qualifications and Experience:

• Experience with rostering and call center systems and technology applications.
• Demonstrated experience in community-based aged care services is desirable.
• Excellent negotiation and problem-solving skills with the ability to prioritize tasks.
• Experience with care scheduling systems and technology applications.

If you are passionate about making a positive impact on the lives of residents and possess the skills and qualifications outlined above, we invite you to apply for this rewarding opportunity.
Woolooware Shores is an equal opportunity employer and values diversity in the workplace. We thank all applicants for their interest, however, only those selected for an interview will be contacted.
Aboriginal and Torres Strait Islander applicants are encouraged to apply.
Anglicare - Jesus Christ honoured, lives enriched and communities strengthened.
You are encouraged to apply as soon as possible as applications may be reviewed prior to the closing date; and as such the closing date is subject to change without notice.