Customer Service Officer

**Introduction**:
About the Customer Service Officer position
The Customer Service Officer plays an integral role in providing support to older people, people living with a disability and people requiring short term medical care to access the Commonwealth Home Support Programme (CHSP), Home Care Packages (HCP), Community Assistance and Temporary Supports (CATS) Transport and National Disability Insurance Scheme (NDIS) Transport with CRCS.
The incumbent will demonstrate the commitment to deliver high quality advice to individuals enquiring or wishing to access services. This important role provides the wrap-around support individuals need to gain access to the relevant service within CRCS and will oversee the process from enquiry to complete onboarding with a warm handover and introduction to the relevant Care Coordinator within the program.
This is a full time ongoing position based at CRCS head office in Bruce, ACT with the requirement to work from other work sites such as Belconnen Community Centre and other sites based in ACT region.
**Responsibilities include, but not limited to, the following**:
Understands assessment outcomes and other documentation to assess eligibility to access services that will address participants’ goals, health and wellbeing.
Provides high level customer service and supports participants to understand information provided to them including prices/fees and charges, agreements. terms related to their rights and responsibilities, and the care and services provided.
Engages regularly with participants to support their intake and onboarding process and ensures that they have the information they need and have the time they require to consider their options.
Identifies changes in participants’ wellbeing, health, mobility and other circumstances and reports these changes quickly to Care Coordinators for review.
Demonstrates a solid understanding of the scope of direct care that can be delivered under the CHSP, HCP, CATS and NDIS Transport guidelines
**Additional requirements for the role**:

- Current First Aid and CPR Certificate
- Certificate III in aged/community care or equivalent or working towards a qualification or extensive work experience
- CRCS employees must hold a satisfactory Working with Vulnerable People registration and have this with them at all times whilst employed by CRCS.
- CRCS employees are required to undertake a National Criminal History Clearance by CRCS prior to commencing and every three years thereafter as a condition of employment. Employees are required to advise CRCS of any convictions that may affect their eligibility to work or performing the inherent requirements of their position.

We are a supportive and inclusive workplace with excellent conditions, including:

- Discounted early education and care program Services and gym membership
- 15 days personal leave and 17.5% annual leave loading
- Access to salary packaging up to $15,900 (increase you take home pay)
- Up to 3 additional leave days between Christmas and New Year.
- Genuine flexibility in working hours and location with support for office and/or remote working
- Commitment to supporting your professional development.
- Access to our Employee Assistance Program.

Diversity
- Aboriginal and Torres Strait Islander people
- LGBTIQ+
- Those from culturally and linguistically diverse backgrounds
- Carers
- Mature age people
- People with lived experience of disability

The organisation
Capital Region Community Services (CRCS) provides a wide range of high quality, integrated and inclusive programs and services to individuals, families, children and young people in the Belconnen and wider Capital Region. CRCS works with community members, local organisations and businesses to develop responsive programs, services and activities that support self-determination and reduce social isolation. Strong relationships with government and other community services enhance CRCS’s capacity to achieve our vision of an inclusive, connected community.
To apply