Social Support Officer

Position Description – Social Support Officer

June 2025

Position title Social Support Officer

Position number 1104, 1591

Classification (Level) Level 3

Department City Services

Division Community Connections

Business unit Positive Ageing & Inclusion

People Leader Social Participation Coordinator

Community Connections staff, external stakeholders include

partner Councils, My Aged Care, Assessment Services (ACAT &

Key stakeholders RAS), other Aged Care Providers, Community Networks, SSRG.

Internal departments, Volunteers

Community Vision: A liveable, sustainable community.

The strategic directions of Liveable, Sustainable, and Community reflect the aspirations of

the community for the City of Marion's future.

A fourth strategic direction, Our Organisation, sets the focus for Council and its staff toward

fulfilling the Community Vision and Strategic Directions. These interconnected

directions emphasise a commitment to achieving holistic outcomes for the council area

City of Marion Values

Our Values inform what is important in how we deliver for our community.

They aspire towards a consistent standard that can be expected from all who engage with

the City of Marion.

Together we… Our Community Vision

Focus on the customer | We are:

• Engaged with our diverse community
• Responsive and proactive
• Dedicated to delivering great customer

experiences

Engage with respect | We are:

• Committed to a safe and inclusive workplace
• Connected, caring and professional
• Honest, transparent and act with integrity

Embrace excellence | We are:

• Adaptable, driven and continuously improve
• Accountable for our decisions and actions
• Proactive in sustainability and support the

environment

A great place to work

Position Description – Social Support Officer

June 2025

Purpose

Social connection is a vital component of an individual's wellbeing especially as they age. The

Social Support Officer plays a key role in supporting vulnerable people who are over 65

years and are socially isolated to build capacity, maintain independence and facilitate social

connectedness.

Supporting and developing volunteers to deliver strong community outcomes within the

funding guidelines and aged care standards, while promoting a positive and professional

image of the City of Marion.

Key Deliverables

• Adhere to the Commonwealth Home Support Programme (CHSP) manual, Aged Care

Quality Standards and the City of Marion Values.

• Supervise volunteers, including recruitment, induction, orientation, mentoring and

sourcing appropriate training.

• Implement and manage volunteer performance evaluation processes.

• Respond and action new client referrals, undertake home visits and work with clients

to develop care plan, achievable goals, and the implementation of services.

• Monitor and review client progress and volunteer development by setting strategies

to achieve great outcomes.

• Work in collaboration with new and existing clients to assess needs, tailor care plans

and develop strategies that will facilitate their wellness goals and outcomes.

• Resolve client enquiries and issues in a timely manner.

• Maintain a high level of client satisfaction through effective communication.

• Complete accurate and detailed records of all client interactions.

• Develop and implement new programs and initiatives that respond to community

need and aged care reforms.

• Coordinate client booking requests and volunteer rosters.

• Participate in the development and review of procedures, work instructions and

streamlining operational processes to improve efficiency.

• Participate in gathering and analysing client feedback to establish the value,

satisfaction and expectation for each service provided.

• Monitor and report on key performance indicators related to Social Support

Programs.

A great place to work

Position Description – Social Support Officer

June 2025

Person Specification

Essential criteria

• Certificate III or higher in Community Services/Business Administration, or equivalent

experience in a similar role.

• Sound knowledge of the issues faced by vulnerable people and special needs clients

e.g. Disability, CALD.

• Advanced communication skills both written and verbal.
• Good working knowledge of the Commonwealth Home Support Program (CHSP)

Manual and Guidelines.

• Comprehensive knowledge and experience in the use of database systems, My Aged

Care (MAC) Portal, and other computer software.

• Working with and managing volunteers of the CHSP Social Support Individual and

Group.

• Working in partnership with organisations and networks.

• Capacity to be flexible and adapt to new work practices within a changing priorities

and work environment.

• Ability and willingness to foster and initiate continuous improvement in systems and

procedures.

• Ability to work in a collaborative team environment.
• Ability to undertake and achieve a high level of performance in a variety of different

tasks and functions as part of a multi-skilled and dynamic team.

• Ability and willingness to foster and initiate continuous improvement in systems and

procedures.

Desirable criteria

• Diploma of Community Services and/or Certificate IV in Training & Assessment.

• Previous experience with audit processes or other quality reporting mechanisms.

• Knowledge of Wellbeing and Resilience philosophy and willingness to undertake

training.

• Familiarity with Alchemy SMS database.

• Prior experience working as a Social Support Officer or similar position

• Proven ability to innovate and think creatively.

• Strong negotiation and conflict resolution skills.

A great place to work

Position Description – Social Support Officer

June 2025

Standard conditions

• Satisfactory completion of a National Police Clearance (will be arranged by the City of

Marion)

• Satisfactory completion of applicable Medical Assessment (will be arranged by the

City of Marion)

• Must be either an Australian resident or possess the legal right to work in Australia,

with the ability to provide documentation of a valid work visa.

• Comply with existing Work, Health and Safety legislation and regulation obligations

and

• apply "Think Safe Live Well" philosophy.

• Embrace ethical and moral behavior and report any suspected instances of fraud

and/or corruption in accordance with Fraud and Corruption Management and the

Code of Conduct.

• Adhere to the City of Marion Values.

• The incumbent will perform other duties as required.

Other conditions specific to the role

• Must hold a valid, full (unrestricted) driver's license in accordance with South

Australian requirements.

• This is a prescribed position as defined by the City of Marion Safe Environments for

Children and Vulnerable Persons Policy. Therefore, incumbent must:

o Promote and maintain a child safe environment and take relevant actions in

accordance with council's Safe Environments for Children and Vulnerable

Persons Policy and with legislative requirements under the Children and Young

People (Safety) Act 2017 and the Child Safety (Prohibited Persons) Act 2016.

o Satisfactorily complete a DHS Working with Children Check (to be renewed every

five years) and Aged Care Employment Sector Check (to be renewed every three

years) and be willing to undertake Child Safe Training.

Position description confirmation and acknowledgement

New employee acknowledgement

By signing the 'City of Marion Employment Acceptance Statement' in your Letter of Offer, you

are agreeing to the Position Description attached to your Offer.

Employee name: Signature: Date:

Leader name: Signature: Date:

HR name: Signature: Date:

A great place to work