Client Support Officer

Brief Description

About Fronditha Care

• Rostering and allocation of Home Care resources

Fronditha Care is an award-winning not-for-profit aged care provider, specialising in providing culturally sensitive, aged care for people of all backgrounds for more than 46 years. We provide a wide range of aged care services and programs to support elders and their families.

Through our core values of Respect, Do Right, Bring Joy and Inspire Better, we deliver a Bounty of Care that provides for the cultural, spiritual and health needs the elders in our care. More than 1000 people choose to work at Fronditha Care, caring for elders across our 5 residential facilities in Melbourne and Newcastle, in their homes and in the community, across metropolitan Melbourne.

The Community Services team coordinates care and services for clients who are living in their homes, supporting them to live as independently as possible and connected to their community. The team oversee and supports an extensive portfolio of clients, through a diverse range of programs.

The Client Support Officer provides effective and efficient delivery services to meet client needs. The role includes providing customer service, administration support and the rostering of care staff to client services ensuring effective delivery of client support.

Key Responsibilities

• Acts as the central point of contact for clients and support workers in the rostering of services.
• Ensures all client and staff enquiries are attended to promptly and responded to in a professional and timely manner.
• Answer and triage of all incoming calls including Support at Home Clients and staff in line with process.
• Liaises as required with staff from other departments to gain information and to resolve customer issues.
• Access client and client representative information and rostering information in the Community Care system.
• Rosters services matching the client preferences and skills required in accordance with support worker availability.
• Works collaboratively as part of the client support team to ensure responsiveness to clients.
• Manage the re-rostering of absent staff on unplanned leave.
• Ensures accuracy of roster records are maintained

Your Profile

• Cert IV in Business Administration or equivalent preferred.
• Minimum 2 years’ experience in customer service, administration, and rostering/team coordination roles.
• Rostering experience in a fast past environment
• Customer service experience in managing and triage calls,
• Effective administration skills with the ability to maintain accuracy and efficiency.
• Ability to build strong and effective relationships with staff, guiding and supporting colleagues at all levels of the organisation.
• Excellent time management and organisational skills and ability to work in a fast-paced environment.
• Excellent interpersonal and communication skills including experience
• Demonstrated computer literacy in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, SharePoint).
• Ability to take the initiative, work with minimum supervision and implement administrative systems.
• Excellent negotiation skills to negotiate with internal (staff) and external stakeholders (clients and their families.
• Ability to speak Greek an advantage.

Benefit

• Salary packaging
• Gender neutral paid parental leave
• Ability to purchase additional annual leave.
• Enhanced leave entitlements for employees covered by respective Enterprise Agreements.
• Learning and development, career pathway opportunities, communities of practice and other learning programs.
• Access to health and wellbeing program including EAP support for personal and professional assistance.

Why choose Fronditha Care?

Fronditha Care is driven by our ethos of providing a Bounty of Care that extends to our clients and employees. We are committed to creating a safe, inclusive workplace that sets our people up for success and helps them grow in the workplace and in life.

If you are looking for a rewarding career and for a role where you can make a positive impact in people’s lives, then we’d love to hear from you. Apply online now.

The successful applicant will also be required to undergo a current Police Check.

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