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**:
This position exists due to growth of our client base.
As a Client Advisor, you will ensure personalised home care services meet client needs and align with ECHO’s strategic goals. You’ll provide guidance, advocacy, and coordinate services for clients under HCP, requiring strong organisational skills and a collaborative approach.
**Key Responsibilities**:
Case manage Echo's client care services, including in-home and community activities, ensuring seamless coordination and support.
Oversee client intake, care planning, clinical governance, scheduling, case management, front-line support, and continuous improvement.
Ensure home care services are delivered in line with client requirements under HCP.
Monitor client progress, address concerns, and adjust care plans to optimize satisfaction and outcomes.
Maintain accurate records of client interactions, progress, and services, ensuring adherence to confidentiality and privacy standards.
Ensure services consistently meet or exceed internal and external audit standards, focusing on quality and compliance.
Contribute to continuous improvement and innovation to keep Echo's services competitive and aligned with strategic objectives.
**Hours**: Monday to Friday, 8:00 am to 4:00 pm, however, you must be willing to participate in a flexible roster involving extended hours. You will be required to participate in a rotating on-call after hours, weekday and weekend roster.
**Skills and Experiences**:
**Qualifications**:
Certificate III or IV in Individual Support Work or Aged Care.
Tertiary qualifications in a relevant discipline would be highly regarded.
**Essential**:
Previous experience in a similar role working with Home Care Packages Clients.
Knowledge of Aged Care Quality and Safety Standards.
Familiarity with legislation and regulations related to aged care.
Effective verbal and written communication skills.
Ability to work well under pressure and meet tight timeframes.
Ability to manage complaints in a respectful and timely manner.
Proven track record in financial and numerical literacy and experiencing in managing budgets.
Excellent organisational skills, with the ability to manage multiple tasks, prioritise workload, and maintain organised records.
High level knowledge of client assessment and care planning for complex high needs clients.
Significant experience in home care and/or residential aged care.
**Competencies**:
Excellent attention to detail.
Exceptional client/customer service skills
Demonstrated ability to work in a team environment to effectively plan and organise workload.
Ability to collaborate and build strong positive business relationships with internal and external stakeholders.
Demonstrated ability to work independently and prioritise tasks for effective and efficient service delivery.
**Desirable**:
Understanding of CRM software, especially the ECASE system will be highly regarded.
Experience in Dementia and / or Palliative care.