Position: Customer Service - Call Centre
Location: Preston, Melbourne VIC
Contract: 12 Month Fixed Term Contract (Full-Time)
Salary: $71,000 to $73,000 per year
The Carer Gateway introduces a range of tailored supports and services to help carers manage their daily challenges, reduce stress and plan for the future. This includes national, state, and regionally based services at a national level, delivered centrally:
1. The Carer Gateway website
2. Phone counselling
3. On-line self-guided coaching
4. An on-line peer support community forum
5. On-line skills courses
At a state level in Victoria, the Carer Gateway provides:
1. A centralised intake and registration process
2. Emergency respite
3. Carer engagement
4. Service mapping
5. Training and development
At a regional level, the Carer Gateway will respond to the specific needs of their communities by providing:
1. Carer support planning
2. In-person peer support
3. In-person counselling
4. Carer directed packages
5. In-person carer coaching
Merri Health and its consortium partners have been chosen by the Commonwealth to deliver the new Carer Gateway in Victoria. Reporting to the Team Leader - Carer Response, this role:
1. Undertakes the day-to-day Carer Gateway Intake and Registration functions for the state of Victoria.
2. Ensures a consistent and effective experience for clients of the Carer Gateway.
3. Facilitates the process for each individual carer through the Intake and Registration Stage, which includes:
1. Assessing urgency and emergency circumstances.
2. Determining carer eligibility to access support services.
3. Completing registration details of the carer and their situation.
4. Establishing a record of the carer in the Client Information Management System (CIMS).
Provides carers with information and advice tailored to their needs and circumstances, including:
1. Arranging and coordinating brokered respite services for carers experiencing a crisis or emergency.
2. Assisting carers to access planned respite funded through other sources, e.g., My Aged Care/NDIS/State-Funded programs.
Additional responsibilities include:
1. Providing immediate support to carers in distress or in complex caring roles.
2. Ensuring referrals are made in a timely manner to service providers and Merri’s consortia partners.
3. Adhering to the Intake and Registration Operation Manual.
4. Maintaining positive relationships with all key stakeholders.
5. Maintaining timely and accurate documentation and carer records.
6. Providing an excellent level of customer service to all callers into the Carer Gateway.
Minimum Requirements:
1. Second language desirable.
2. Certificate IV in Disability, Community Care or equivalent.
3. Knowledge of the Carer Support Framework for Integrated Carer Support Services (ICCS).
4. Experience in a client service delivery role.
5. Knowledge of the community care sector.
6. Proven ability to foster and maintain relationships.
7. Organisational and interpersonal skills.
8. Proficiency in Information and Communication technologies.
What We Offer:
We offer a diverse, inclusive, and flexible environment which encourages you to bring your whole self to work. As the successful applicant, you’ll be supported to grow, learn, and develop your skills to reach your potential. You will also have access to generous salary packaging, purchase leave, and flexible work arrangement options.
What You Need to Do Now:
When you're ready to apply, email your CV and cover letter to Ivy Rangel at: jobs@merrihealth.org.au.
Please click the apply button to be directed to our careers page where you can view the position description and further application details.
What Else Do I Need to Know:
Preferred candidates will be subject to comprehensive reference and pre-employment background checking conducted by Merri Health prior to an offer of employment, including criminal record history check, NDIS worker screening, and other employee screening as determined by the position description.
All candidates must have the right to work in Australia. Merri Health is an equal opportunity employer and is committed to ensuring a safe environment for children and young people.
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