Client Service Coordinator

4 weeks ago

Brisbane, Queensland, Australia Archdiocese of Brisbane Full time

About Us:

Centacare Community Services, the social services arm of the Archdiocese of Brisbane, has been providing support and care to the community for over 50 years. Our mission is to empower individuals and families to thrive.

Role Overview:

The Intake Officer plays a vital role in facilitating the smooth admission and onboarding of clients into our services. This fixed-term full-time position involves assessing potential clients, coordinating access to community supports, and ensuring that all documentation and processes adhere to regulatory and organizational standards.

Key Responsibilities:

  • Monitor and respond to referrals from government portals to identify prospective clients and initiate follow-up.
  • Handle inquiries from potential clients, families, and other referral sources, providing information and addressing concerns to build trust and engage clients.
  • Conduct initial screenings to assess eligibility and understand prospective clients' specific needs, gathering information to inform service planning.
  • Provide guidance on the onboarding process, explaining service options, timelines, and next steps to set realistic expectations and build client confidence.
  • Coordinate and schedule client assessments with service teams, ensuring timely evaluations that align with client needs.
  • Maintain client records in the Client Information Management System (CIMS), ensuring accuracy and compliance with data and privacy regulations.
  • Keep detailed records of approved funding, service types, and contract entitlements to ensure services align with funding allocations.
  • Regularly monitor service capacity against contract obligations to ensure alignment with available resources.
  • Collaborate with rostering and service teams to arrange services tailored to client needs and preferences.
  • Work with service teams and leaders to provide a comprehensive handover, ensuring they have all necessary information for effective client engagement.
  • Support the contact center by responding to client inquiries, resolving issues, and directing calls as appropriate.
  • Collaborate with operational, rostering, and business support teams to facilitate a cohesive onboarding experience.
  • Oversee the entire onboarding journey from initial referral to service commencement, proactively resolving any issues to ensure a smooth, positive client experience.
  • Provide day-to-day support to achieve business plan outcomes.
  • Contribute to continuous improvement efforts by providing feedback on intake processes and client needs.
  • Provide regular formal supervision to direct reports.
  • Keep senior staff informed of issues and needs related to the position and service.

Essential Requirements:

  • Previous experience in intake or administrative roles within aged care, disability, healthcare, or social services.
  • Must hold or be eligible for a Working with Children's Card (Blue Card).
  • Must hold or be eligible for a NDIS Working Screening Card (Yellow Card).
  • Must hold a current National Police Certificate.
  • Must have a QLD Driver's Licence.
  • Strong understanding of the community aged and disability sector, including My Aged Care, NDIS, and various funding models.
  • Excellent interpersonal and communication skills for effective interaction with clients and their families or advocates.
  • Attention to detail with the ability to manage large volumes of information.
  • Proficiency in using care management systems (e.g., Alayacare) and Microsoft Office Suite.
  • Strong time management skills and ability to prioritize tasks in a busy environment.

Estimated Salary:$40.05 - $45.34 per hour

Benefits:

  • Salary Sacrifice options.
  • Opportunities for professional development and career advancement.
  • Supportive and inclusive work environment dedicated to making a positive impact in the community.
  • Comprehensive training on all aspects of the role, including transition to the Alayacare Client Management system.

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