Looking for a HCP Service Support Officer
Location: Braybrook/ Springvale/ Richmond
Reports to: Contractor Management and Service Support Team Leader
Employment type: Full-time
Role purpose:
The Home Care Packages (HCP) Service Support Officer plays a vital role in supporting clients to live independently in their own homes by coordinating and managing services under the Home Care Packages program.
This position is responsible for arranging services, including gardening, home maintenance services (such as lawn mowing, house cleaning, carpet cleaning, etc.) and home modification service for HCP clients in accordance with all government requirements, Aged Care Quality Standards, and policies and procedures of AVWA.
This position aims to ensure that services are delivered efficiently and provide highquality, responsive and effective support to the HCP team and clients.
What we are looking for:
1. Client Support and Coordination:
- Schedule and coordinate care services and support activities, ensuring they meet the client’s needs and preferences.
- Develop and maintain collaboration with clients and their families for their services.
2. Communication and Collaboration:
- Act as a point of contact for clients or client’s representative, care managers and subcontractors/service providers.
- Communicating with clients or client’s representative, subcontractors/service providers.
- Liaise with HCP Team members and departments to ensure a seamless client experience and services
- Build and maintain strong relationships with subcontractors/service providers to ensure high-quality care delivery.
- Work closely with the team to coordinate client services, including bookings, confirmations, changes, cancellations, case notes, documents and records keeping.
3. Administrative Duties:
- Monitor and manage client information databases relating to service support
- Manage and maintain accurate client records, service agreements, and financial budgets.
- Prepare reports and documentation as required for internal and external stakeholders
- Ensure compliance with funding guidelines, policies, and regulations related to the Home Care Packages program.
- Provide ongoing administrative support to the HCP team
- Provide fast and accurate data entry.
- Prepare statistical data for reports and planning.
- Other administrative support duties as required.
4. Financial Management:
- Process reimbursements for clients and invoices for contractors & suppliers.
- Monitor expenditures to ensure funds are used appropriately and within the allocated budget
5. Compliance and Quality Assurance:
- Ensure all services comply with the Aged Care Quality Standards and organisational policies.
- Stay updated on changes to the Home Care Packages program and related policies.
- Address and resolve client feedback or complaints promptly and professionally.
The above list is not exhaustive and the role may change to meet the overall objectives of AVWA. Fulfil other duties as required by management and other department personnel as requested/required.
Who you are:
- Certificate in Community Services, or a related field (or equivalent experience).
- Experience in aged care or community services coordination
- Experience in customer service or relevant fields
- Experience in administrative tasks;
- Experience in working with Vietnamese seniors and external agencies
- Knowledge of Aged and Disability Services.
- Knowledge of the Home Care Packages program, including budget management and compliance requirements.
- Understanding quality assurance and Occupational Health and Safety.
- Ensuring that work and services are provided in a safe manner at all times by regularly reviewing practices and the environment.
- Proficiency in database management & Microsoft Office 365 (including Excel & SharePoint)
What’s in It for You:
- SCHADS Award with all entitlements.
- Up to $15,900 salary packaging, plus $2,650 meal and entertainment card benefits.
- Flexible working arrangements, with partial work from home, allowing work/life balance.
- Excellent workplace culture with ongoing support, training, and development.
- Great benefit with Employer-funded Paid Parental Leave (Conditions applied).
- Wellness being with Employee Assistance Program (EAP) and Wellness Activities Subsidy.
- Free Flu shots
Make your move:
Ready to embark on an exciting journey with AVWA? Send your resume and cover letter highlighting your passion to
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Online Application Form
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Please note: We will be immediately shortlisting applicants and will close the position as soon as we find the right candidate. Apply now.
