Client Advisor

**Introduction**:
Our purpose is to enrich the lives of people living independently in their own homes through connection to services and community.

About ECHO

ECHO Community Services is a registered charity providing care to the elderly to help them live in their own home with dignity while still maintaining their independence.

We provide in-home services 7 days per week for Home Care Package and 5 days per week for CHSP.

Our goal is to provide services at the same time, on the same day and with the same team of Support Workers which means that you know the people who are coming and the time they will arrive. Having the same support workers providing services, in particular, medication prompts and personal care, maintains the person’s dignity and well-being. You know and can trust the people attending. There is continuity of care for people who receive our services.

**Description**:
The role

The Client Advisor ensures all home care is delivered in alignment with client requirements, ECHO’s strategic plan and relevant internal and external standards, to achieve truly exceptional individualised care. Clients may receive services under CHSP or HCP. You will be the primary point of contact, offering guidance, advocacy, and coordination of services to ensure our clients receive the assistance they need. This position requires a deep commitment to serving others, strong organizational skills, and a collaborative spirit to work effectively with clients and community partners.

**Key Responsibilities**:

- Case manage Echo's client care services, encompassing in-home care, day-centre, and community-based activities, ensuring seamless coordination and delivery of support.
- Ensure all home care services are delivered in accordance with client requirements, whether under the Commonwealth Home Support Programme (CHSP) or Home Care Packages (HCP).
- Monitor client progress, address concerns, and adjust care plans as needed to optimize outcomes and satisfaction.
- Maintain accurate documentation of client interactions, progress, and service delivery, adhering to confidentiality and privacy guidelines.
- Ensure that Echo's services meet or exceed relevant internal and external audit standards, maintaining a commitment to quality and compliance at all times.
- Contribute to innovation and continuous improvement efforts to enhance Echo's services, ensuring they remain contemporary and competitive within the industry landscape and aligned with Echo's strategic plan.

**Skills and Experiences**:
The right employee

Due to the scope of responsibilities encompassed in this role, we are looking for a highly experienced employee with emphasis on the following skills/experience:
Essential
- Tertiary qualification (preferably diploma or higher) in relevant discipline and/or equivalent relevant experience.
- Average financial and numerical literacy, including experience in managing budgets and interpreting financial information
- Above average written and interpersonal communication skills, including preparing reports, and the ability to achieve outcomes through influence
- Demonstrated problem solving skills
- Above average planning and organisational skills
- Proactive, flexible and agile to coordinate resources effectively and set priorities
- Honest, trustworthy, reliable.
- Demonstrated ability to work in a team environment.
- Intermediate to advanced computer skills including but not limited to MS Word, MS Excel, and client management systems

Desirable
- Enrolled Nurse with case management experience is highly desirable but not essential
- Previous experience in leading, coaching and supervising a team
- Experience in quality and continuous improvement processes

**Benefits**:

- Competitive salary and comprehensive benefits package.
- Opportunities for professional development.
- Supportive and collaborative work environment with a mission-driven focus.
- Meaningful opportunity to make a difference in the lives of individuals and families