Service Support Officer

Service Support Officer Care Navigation- what's involved in the role?
The role of the
Service Support Officer (SSO) Care Navigation
works within the Mission and Mission in Action of HammondCare to ensure that all home care services are tailored, personal and delivered to the highest standards. The broad range of administration activities delivered by our SSO's, for our teams, potential clients, clients, representatives, and contractors are delivered locally and centrally and is a key role that seamlessly support areas and regions and the functions with strong administration delivery. The SSO role has various contact points and may support one or more of the following areas across HammondCare at Home (HCAH), which operate both locally and/or centrally*:

• Care Navigation

The various administrative activities in HammondCare at Home are the cornerstone to all day-to-day operations and planning activity that supports broadly across our care teams, the teams supporting client care, potential clients, and our contractors, who assist us providing care and planning for care and services.

Key Focus Areas:

• Provide reliable and consist administrative support for colleagues, potential clients, clients and their representatives and contractors across our Care Navigation Service, Partner Services and Areas/Regions
• Work closely with colleagues and team for best practice, consistent ways of working to see HammondCare meet regulatory, service and care requirements across our teams.
• Support and drive positive communication, collaboration and engagement across the team directly supported as well as internal and external stakeholders.
• Be able to focus on stream activity and ready to support on occasion in other streams for seamless administration and support activity across HCAH.

What do you need to apply?
Essential:

• Commitment to engage and align with HammondCare's Christian Mission, Motivation and Mission in Action
• Previous experience in an administrative role or similar
• Excellent telephone etiquette and communication skills.
• Proven ability to engage with clients and customers over the phone in a professional and courteous manner.
• Demonstrated proficiency in managing inbound and outbound calls, addressing inquiries, and providing information effectively.
• Strong verbal communication skills with the ability to articulate information clearly and concisely over the phone."
• Strong organisational skills including effective time management and ability to prioritise
• Knowledge of relevant compliance requirements with the Aged Care sector
• Displays initiative with analytical and problem-solving skills
• Strong administrative and computer skills
• Ability to work independently and as part of a team
• Empathy and patience
• Demonstrated commitment to excellence in customer service principles to ensure the consistent provision of exceptional service to internal and external stakeholders.
• Willingness to complete mandatory MACLearning requirements in the MACLearning portal (Care Navigation Service only)

Desirable:

• Certificate III in Administration, Aged Care, Project Management or similar
• Certificate IV or Diploma in Aged Care, Administration, Project Management or similar
• Knowledge of the Home Care Package Operations Manual
• Knowledge of the Aged Care Quality Standards
• Ability to familiarise with the HammondCare Aged Care Enterprise Agreement 2023

For any specific queries please contact

All short-listed applicants for these positions will be asked to consent to a criminal record check and references.
HammondCare is committed to creating an inclusive workplace that promotes and values diversity and inclusion. We strive on creating an equal employment environment where everyone from any background can be themselves.