• 0.6 EFT (ongoing)
  • Work with a genuine values based organisation
  • Generous salary packaging benefits available
  • Based in Woodend with possibility of travel to Sunbury and Kyneton

About the role:

As a Client Experience Support Officer, you will be responsible for greeting clients and/or the delivery of client-centred service and referral procedures and providing high quality service standards that are responsive to the needs of our consumers and the wider community. This position will be predominantly based at Woodend but will be required to work at other sites (Kyneton, Romsey or Sunbury) as needed.

The key expected job outcomes of this position are to:

  • Work individually and cooperatively within a mixed team on a variety of tasks to achieve work area outcomes.
  • Be accountable for the smooth operations of the day-to-day Reception and Intake functions of the organisation while delivering a quality service to our clients, staff and the wider community.

This is a generalist role responsible for the Reception and Intake areas as well as providing assistance to the full range of clerical and administrative functions for our programs.  Importantly, this includes the provision of quality customer service including face to face, via phone and when responding to all enquiries.

About you:

  • Exceptional customer service skills with the ability to relate courteously to clients and staff alike, with a strong focus on quality in the delivery of service.
  • Experience in providing an efficient and courteous response to all enquiries and incoming referrals in accordance with established procedures to ensure the best quality systems and delivery of services. This can include:
  • Coordinate appropriate referral pathways (internally and externally), this may include clients who are experiencing a crisis.
  • Complete NDIS administrative tasks, including completing and reviewing Service Agreements, Schedule of Supports, making service bookings and monitoring utilisation of service hours.
  • Providing clients with information about fees, eligibility and service waiting times.
  • Experience in scheduling initial appointments, cancelling or rescheduling of appointments for services as requested.
  • Demonstrated experience in assisting clients of all demographics through their journey with our organisation. These groups can include people with disabilities, LGBITQA+, homeless, culturally and linguistically diverse or mental health clients and can include organising interpreters as required.
  • Well-developed organisational and administrative skills with the ability to prioritise.
  • Experience in the timely and accurate collection, receipting and reconciliation of all monies received, which is processed through our accounting system daily.
  • Demonstrated experience in maintaining client management systems to enable clients to access the service they require, including entering and updating data whilst ensuring client records are kept private and confidential.
  • Experience in the use of IT client-based systems, such as TrakCare, Titanium, My Aged Care Provider Portal and e-Referral.
  • Experience working within a community health environment and with multi-disciplinary teams.
  • CPR training within the last 12 months.

The successful candidate will be required to undertake and maintain a National Criminal History Check (NCHC), a NDIS Safety Screening check, and hold a current valid Working With Children Check.

Further Information:

Position Description

For a confidential discussion, please contact Yolanda Kemper on (03) 9744 4455 or email yolanda.kemper@scchc.org.au

How to apply:

As an employer, we value diversity and encourage applicants from all cultures and backgrounds.

To be considered for a role, your application must include a cover letter, resume (including 3 referees) and responses to the Key Selection Criteria, which need to be submitted via email to: yolanda.kemper@scchc.org.au

Applications Close:  Friday 15 October 2021, 5pm