Resident Liaison Officer

Why Choose Amana Living?

Amana Living is one of Western Australia's largest aged care providers, dedicated to meeting the needs of older individuals and their caregivers since 1962. We offer a comprehensive range of services including home care, residential care homes, transition care programs, retirement living villages, day care, respite, and dementia-specific services.

Our Vision: A community where every older person is honoured and valued.

Our Mission: To enable older people to maintain their individuality and provide what is needed to support a fulfilling life.

Our Values: Compassion, Collaboration, Curiosity, Inclusion, and Trust.

We are committed to leading reforms that benefit our workforce, ensuring those who care for others are well supported in their careers.

Our Benefits

• Competitive rates
• Salary packaging benefits up to $18,550
• School holidays childcare assistance
• Continued superannuation contribution for employees who are on paid on unpaid parental leave
• Health and wellbeing programs and more 
• Ongoing training and development to keep your skills growing
• Access to our Employee Assistance Program

At Amana Living, we value diversity and welcome applicants from all backgrounds, including those who identify as living with disability, are Aboriginal or Torres Strait Islander, or members of the LGBTIQA+ community. Join us in making a difference

The Role

The Residential Liaison Officer supports residents and their families through a smooth, positive transition into residential care. As the first point of contact, the role coordinates admissions, provides ongoing support, and helps residents adjust to their new environment. With strong communication, empathy, and organisational skills, the officer works closely with all stakeholders to deliver a welcoming experience.

The role also manages the Higher Everyday Living Fee (HELF) program, ensuring accurate information, agreements, and access to services in line with regulatory requirements.

This position is being offered on a Part Time basis, working 30.4 hours per fortnight from 8:30am to 4:45pm Tuesday & Wednesday from our Wearne Home - Mandurah site.

Key responsibilities:

Resident Experience

• Coordinate all aspects of admission to ensure a warm, welcoming environment (room setup, welcome basket, signage, and personalised touches).
• Be the key contact for new residents on arrival, ensuring smooth handover and orientation.
• Promote social connections and support residents in settling in, including identifying interests and cultural preferences.
• Introduce and manage HELF services—provide info, facilitate access, update agreements, and reflect choices in the system.
• Collaborate with staff to plan personalised activities and provide transition support when required.

Family Experience

• Provide regular check-ins and communication with families, particularly during the first month.
• Distribute HELF materials and offer guidance in service selection.
• Support families during transfers, hospitalisations, and bereavement, including follow-ups and memorial invitations where appropriate.

Relationship Building & Collaboration

• Work closely with the Service Manager and Residential Sales team to ensure smooth admissions.
• Connect with incoming residents/next of kin before admission to answer questions and build rapport.
• Share resident profiles with internal teams to inform care planning.
• Collaborate with Lifestyle and Wellness staff to align activities with resident preferences.
• Participate in regular liaison officer meetings to share improvements and best practices.

Reporting

• Accurately document all resident interactions and relevant observations in the case management system.
• Complete and submit required forms and surveys (e.g. HELF Check, Smooth Transition Survey).
• Share key information with staff for timely support and early intervention.
• Ensure HELF agreements are signed, updated, and sent to billing promptly.

About you

You understand the emotional and practical challenges of transitioning into aged care and are passionate about supporting residents and their families every step of the way. Your strong communication skills allow you to adapt your approach to suit individual needs, while your empathy, organisation, and critical thinking ensure a smooth, respectful, and person-centred experience. With a background in customer service and well-developed reporting skills, you build trusted relationships and deliver meaningful, timely support.

Essential Criteria:

• Evidence of COVID-19 and Current Flu vaccinations per Amana Living policies
• Ability to obtain a National Police Clearance (within 6-months validity)
• Successful completion of pre-employment form and reference checks
• Certificate III/IV in Individual Support – Aging
• Effective communication skills and the ability to develop understanding relationships with residents and their families.

How to apply

If you are interested in this role and meet the essential criteria, please click the "apply now" button. Amana Living reserves the right to close this position prior to the closing date. Shortlisting and interviews will commence immediately.