The Voice of ACNA – Client Services & Support Coordinator - Perth

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 4-day per week, part time ongoing position in Perth (Osborne Park) - Monday, Wednesday, Thursday and 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.  

We want to ensure you are a great fit for ACNA, and are looking for people that align with our values of supporting people to be their best and always striving to learn, improve and grow. Hiring people whose values align with ours enables us to build awesome teams who create the best outcomes for our clients.

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. 

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

We can only achieve when our teams are truly reflective of the diverse communities we serve. The more diverse and inclusive our teams, the better we are at serving people from every background. We love all ages and life stages. If you need a little flexibility and want to be part of a team that bubbles with life experiences, that’s us!

We measure success in people, not data points. Data points don’t capture the life-changing impact of an assessment that gives a daughter’s 92-year-old father the renewed confidence to live independently. We get a front row seat to these amazing client stories that remind us why we’re here (and the life-changing power of really 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 could insert a spiel here demonstrating what a great organisation we are to work for, but instead we invite you to listen to stories from our team in our Podcast.

Sure, we work hard and have contractual KPIs to meet, but we also want you to have a great work experience with ACNA and leave us better off than when you arrived through the provision of great learning opportunities and clear connection to the senior leadership team.

Apply by cutting and pasting this URL into your browser and answering the Typeform questionnaire - https://acnavalues.typeform.com/to/yDSq3C8O. No letter or response to selection criteria is required. Be ready to attach your CV. 

Our recruitment process is a little different. We use activities to give you an opportunity to get to know us and understand the way of working and your typical day.

• We will host 1-hour online Group Video Discussions (GVDs) between 5 - 13 March 2024.
• If you're successful in the GVD phase you'll be required to attend our in-person Recruitment Centre (about 2.5 hours in total) on Tuesday 19 March in our Perth office in Osborne Park.
• Compliance checks take roughly 2 weeks to complete.
• If successful, your start with us will be Tuesday 2 April 2024.

Applications close midnight Tuesday 12 March 2024.

We are committed to building great teams that are truly reflective of the diverse communities we serve. If you require adjustments or support during the recruitment and selection process, please don’t hesitate to email a member of the HR team at ***********@acna.org.au or call 1300 972 920 to discuss.

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.