Client Advisor

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.

As a Client Advisor, you will ensure personalised home care services meet client needs and align with ECHO's strategic goals. You will 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.

Qualifications:

• Certificate III or IV in Individual Support Work or Aged Care.
• Enrolled nurse with case management experience, is preferred.
• Tertiary qualifications in a relevant discipline is desirable.

Essential:

• Above average skills in Microsoft Office suite applications including Word and Excel.
• Above average verbal and written communication skills.
• Fluent and clearly spoken English skills.
• Ability to work well under pressure and meet tight timeframes.
• Ability to manage complaints in a respectful and timely manner.
• Average financial and numerical literacy and experiencing in managing budgets.
• Excellent organizational skills, with the ability to manage multiple tasks, prioritize workload, and maintain organized records.
• High level knowledge and demonstrated experience in client assessment, care planning, and risk identification 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.
• Collaboration to build strong positive business relationships.
• Demonstrated ability to work independently and prioritize tasks for effective and efficient service delivery.

Desirable

• Aged Care experience preferred but not essential (either in residential aged care facilities or community aged cares).
• Understanding of CRM software, especially the ECASE system, is highly regarded.
• Experience in Dementia and / or Palliative care.
• Knowledge of Aged Care Quality and Safety Standards.
• Familiarity with legislation and regulations related to aged care.

Benefits:

• Salary sacrifice options to optimize take-home pay.
• Free parking facilities.
• Supportive and inclusive team environment.
• A family-friendly workplace.
• Opportunities for professional growth and development.

Make a difference with your case management skills – apply now and join our caring team