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Carer Response Officer

• Preston, Melbourne VIC - Multiple Roles Available
• Intake - (Call Centre & Customer Service)
• Full time - Monday to Friday or Part time on weekends
• 12 Months Contract - Full time
• $74,000 to $76,000 per year + Super + Salary Packaging

Your new role

The Carer Response Officers are the first point of contact for callers to the Carer Gateway in Victoria. The primary focus of the role is to consistently provide outstanding customer service to carers across Victoria. The role undertakes the initial Intake and Registration functions, provides information to navigate the healthcare landscape and responds to emergency respite for Carers.

From 1st July 2025, the Carer Gateway's standard operating hours will be extended from our current operating hours of 8:00am - 5:00pm to 8:00 am - 8:00 pm, Monday to Friday. This will offer carers better access to all Carer Gateway service offerings. Carer Response Officers will be rostered to work from 12:00 pm to 8:00 pm to assist carers contact the service during this extended hours period.

Service Description
To increase support for carers, the Commonwealth government has engaged with stakeholders over several years to re-design services and as a result it has developed the Integrated Carer Support Service (ICSS) model which is designed to reduce carer stress, increase resilience, and help carers plan for the future.
The system will be supported by national infrastructure and managed by the Australian Government with services including:
• the Carer Gateway website
• phone counselling
• online self-guided coaching
• an online peer support community forum, and • online skills courses.

At a regional level, the Carer Gateway will respond to the specific needs of their communities by providing:
• a centralised intake and registration process
• carer support planning
• in-person peer support
• in-person counselling
• Tailored Support Packages
• emergency respite care, and
• in-person carer coaching

As a Carer Response Officer, you will:

Reporting to the Intake Team Leaders, this role:

• Provides outstanding customer service for carers seeking support from the Carer Gateway which leaves a positive, lasting impact
• Builds positive relationships with carers by ensuring that carers are provided with accurate, timely advice that assists them in their caring role
• Provide a service that is responsive and accessible at a time that suites carers.
• Determine carer eligibility to access Carer Gateway supports.
• Complete carer registrations and create carer records in the Client Information Management System (CIMS) to support ongoing management of support services and monitoring of carer wellbeing, post-delivery of service.
• Assess urgency and coordinate the delivery of emergency respite for carers requiring this support.
• Provide carers with personalised support that respects their unique needs
• Is Inclusive and ensures all carers are treated with dignity and respect
• Approach challenges with the mindset of finding solutions rather than dwelling on limitations
• Ensure referrals to service providers and Merri's consortia partners are made in line with KPIs
• Adheres to the Carer Gateway Service Provider Operating Manual.
• Complies with the principles underpinning the Carer Support Framework.
Ensures positive relationships with key stakeholders including relevant government services, service providers, key referrers and consortia partners

Other Duties
• Support staff in the implementation of the Program and Merri Health's Strategic Plan.
• Contribute to team outcomes, ensuring targets and funding requirements are met, and good external relationships are maintained.
• Ensure compliance with all relevant legislation, funding guidelines, service standards and contractual obligations.

What You'll need to succeed:

• Certificate IV in Disability, Community Care or equivalent.
• Previous experience in a customer service role
• Previous call centre experience managing large amounts of inbound and outbound calls in a timely manner
• Demonstrated knowledge and understanding of the community care sector, including the complex challenges faced by carers of people with a disability, chronic illness, mental health condition and the aged.
• Proficiency in the use of Client management and telephone systems.
• Strong phone and verbal communication skills along with active listening
• Excellent organisational and interpersonal skills, e.g. negotiation, problem solving capacity, communication and organisational and planning skills.
• Ability to negotiate and advocate with a wide range of health and community support agencies and create/maintain effective partnerships.
• National Police check
• Working with Children check

What you need to do now

Please start by reviewing the attached position description. Take a few minutes to learn more about us on our website, and if you have any questions or are ready to apply, please send your CV and cover letter to Ivy Rangel jobs@merrihealth.org.au

Applications Close: 02/07/2025

We encourage you to apply soon as we will review applications as we receive them and might conduct interviews before the closing date. Only shortlisted candidates will be contacted.

At Holstep Health, we celebrate diversity and inclusion. No matter your background, religion, sexual orientation, age, or gender, we encourage all individuals to apply and bring their unique perspectives to our team.