The Voice of ACNA – Client Services & Support Coordinator

Access Care Network Australia

Rate: $32.94 per hour ($65,089.44 per annum FTE) including generous salary packaging benefits of up to $15,899 per year plus guaranteed superannuation. 

We have a full time ongoing position in Sutherland, NSW working Monday to Friday. This may include some work-from-home time after your induction period, but mostly we want you to create a space for yourself alongside your team in the office. 

Embark on something a little different to your current customer service role. Work in a company that is supporting reform and change in our aged care sector through delivering a great experience as people enter the aged care system. We have amazing teams across Australia that deliver assessment and case management services…and our most important team is the first voice our clients hear…our central client service and support team who accept referrals, complete the bookings and handle all the enquiries. What does this look? Here is a typical week. 

• Create a great client experience by resolving inbound calls from existing clients, new clients, service providers, referrers, assessors and team leaders 
• Use your communication skills and follow guidance to screen clients for eligibility of assessments and support plans 
• Provide support to assessment agency managers, team leaders and assessors by assisting in processing of documentation such as referrals 
• Allocate appointments to assessors in negotiation with clients, carers and their families to ensure quality and timely assessments are carried out 
• Support efficient scheduling by matching client location to assessor availability 
• Further support the client experience by contacting service providers to follow-up on linking and referrals 
• Demonstrate your professional skills by maintaining data integrity to ensure all information is entered and stored accurately 

You are a great communicator, an independent worker (and really love being part of a wider team) and are ready to spend your days on the phone to connect clients with a great assessor to ensure their experience as they enter aged care is the best it can be. 

People will have called you all sort of different names. Authentic. Fun. Genuine. Brilliant. Approachable. A little bit cheeky. Helpful. Caring. Lovely. Relentless.  

Before starting work with us, as part of the compliance process, you will need to undertake a national police check, complete a pre-placement health questionnaire and undergo reference checks, provide evidence of your COVID-19 and Influenza vaccinations, and have a clearance to work with children/vulnerable people in some cases. 

Our recruitment process is full of activities so you can try the role on for size. To help you consider your suitability for this role, we have included the Position Description and the Minimum Criteria on the EthicalJobs.com.au Board. We provide great induction and training and lots of ongoing learning.

Sound interesting?

Our charter says…

Access Care Network Australia provides assessment, coordination and case management services to connect eligible people with supports that build on their strengths.

But don’t let the jargon fool you. 

We're in business to change lives. 

We do that by helping our clients (and their families) get the support they need to live life their way. 

What does it take to do what we do?

3 things. People. People and people. 

First, only hire in the words of our clients – “amazing, beautiful souls” and never break that rule! Our recruitment process is unashamedly tough (and our training even tougher!) because what we do at ACNA is a privilege – not an obligation. We hire people when we are absolutely confident, they’ve got what it takes to make a difference. Think you do?  Thenjoin us! 

Something else that is good to know about ACNA – we love all ages and all life stages. If you need a little bit of flexibility and want to be part of a team that bubbles with life experiences, that’s us! If your lived experience is as an Aboriginal or Torres Strait Islander person, we would love for you to apply! 

Last of all, you need to measure success in people, not data points. We’re yet to find a data point that captures the life-changing impact of an assessment that gives a daughter’s 92-year-old father the renewed confidence to live independently. Every day we get a front row seat to amazing client stories that remind us why we’re here (and the life-changing power of great assessments!). 

With our focus on people, you might assume we’re anti-technology.  Not at all! And in delivering over 400,000 assessments we’ve found technology comes second to the power of conversation. 

Simple. We want people to be their best. 

At ACNA this isn’t something we just write on a poster: ‘being our best’ is a way of life. It’s our credo. It’s a life-long personal commitment to be…

Always learning

Always growing 

Always sharing

We can only achieve when our teams are truly reflective of the diverse communities we serve. The more diverse and inclusive our teams are, the better we are at serving people from every background. 

We could insert a spiel here demonstrating what a great organisation we are to work for, and instead we invite you to listen to stories from our team in our Podcast [insert this link into your browser…. https://player.whooshkaa.com/shows/acna-podcast-intro].    

We work hard and have contractual KPIs to meet, and we want you to have a great work experience that leaves ACNA better off than when you arrived through the provision of great learning opportunities and clear connection to the senior leadership team.  

Answer the survey by pressing Apply Now. [Use this URL https://acnavalues.typeform.com/to/yDSq3C8O ]. No letter or response to selection criteria is required. Be ready to attach your CV. 

Once you apply, we will check your application and contact you regarding the next stages of the process. We start getting to know you through your application, then if shortlisted, through your group video discussion. We end the process with an activity and interview. You will need to carve out about 2.5 hours for total recruitment activities starting late January 2024. We look forward to welcoming our new team member in mid February 2024!  

Applications close midnight Sunday 21st January 2024.

You can learn more about this position at the EthicalJobs.com.au board, just search for Ethical Jobs in your browser and then pop Access Care Network Australia in the ‘employer’ field.

You can learn more about ACNA at www.acna.org.au including our benefits such as flexible working, salary packaging and career opportunities.

If you still have things you would like clarified contact us via ***********@acna.org.au.