Your new role

Are you passionate about supporting seniors and vulnerable communities? Knox City Council is seeking a proactive and customer-focused Community Care Intake Officer to be the first point of contact for our Community Access and Support department. This vital role will manage incoming referrals through the My Aged Care portal and assist in delivering our Commonwealth Home Support Programme (CHSP) and community transport services. 

The Community Care Intake Officer will work closely with internal teams to schedule appointments, manage consumer data, and ensure seamless service delivery to our clients. Your dedication to customer service will uphold the reputation of Knox City Council by ensuring all communications are clear, professional, and responsive. 

2 x Permanent Part-Time Positions (22.8 hours per week), based at the East Gate North building, Knox Council. 

1 x Limited Tenure Full-Time Position (38 hours per week), also based at the East Gate North building, Knox Council. 

These roles are classified under Band 4, with a salary range of $71,212.94  - 74,849.47 (pro-rata for part-time) depending on experience, plus superannuation in accordance with the Superannuation Guarantee. 

Key Responsibilities

The key selection criteria for this role are:

•  Provide exceptional customer service to senior residents, vulnerable communities, and service providers. 
• Manage incoming referrals via the My Aged Care (MAC) Service Provider portal for CHSP and community transport services. 
• Assist with administrative tasks, including updating the client management system, scheduling appointments, and managing consumer waitlists. 
• Conduct initial assessments in consultation with CHSP program leaders to determine client needs and eligibility. 
• Liaise with clients, carers, and other service providers to ensure smooth service delivery. 
• Maintain accurate records of customer contacts, referrals, and service requests in accordance with Council standards. 
• Support outreach activities to raise awareness of available services in the community. 

What You’ll Need to Succeed

• Experience engaging with older people, vulnerable individuals, and service providers. 
• Proven experience in a customer service role with a focus on first-point resolution. 
• Strong interpersonal, verbal, and written communication skills, with the ability to handle difficult situations with empathy and professionalism. 
• Familiarity with the My Aged Care Service Provider portal and an understanding of the Aged Care Quality Standards. 
• High attention to detail, with a solutions-focused mindset and accountability for performance. 
• Proficiency in Microsoft Office and experience using client management software, such as Carelink Plus. 

How to apply

Please provide a resume and brief cover letter addressing the ‘what you need to thrive’ section from the position description to outline how your experience and skills relate to the role.

For more information about the role, please contact Maria Ten Hacken at Maria.TenHacken@knox.vic.gov.au or call 03 9298 8431. 

To view a copy of the position description please visit our Knox City Council Careers Page.

Apply by: 30 September 2024

Please note: Candidates will be shortlisted as applications are received and this role may close earlier than the anticipated closing date.

Why Us

At Knox, making a difference to others and our community is at the heart of everything we do. We are inspired by empowering our community inside and out to thrive and prosper through living our values. We support hybrid and flexible working and embrace diverse and inclusive environments. We succeed by recruiting for excellence through investing in our people, encouraging their unique talents and supporting them to bring their whole selves to work.

We believe in our people and provide a supportive, driven and inclusive culture we are proud of, that focuses on wellbeing.

Beyond that, we also offer:

• accrued days off for full time employees;
• growth and learning opportunities;
• career development;
• reward and recognition programs; and,
• a supportive Employee Assistance Program.

As an employee (in accordance with Knox City Council's Covid-19 Vaccination Policy) you may be required to provide evidence that you are compliant with the vaccination requirements prior to commencement. It is highly recommended that all Council staff are vaccinated.

To view the inherent requirements for this position please see attachment below. 

 Office Based role(s) - Inherent Requirements Table .DOCX

Knox Council is an Equal Opportunity Employer ensuring a Child Safe environment that is committed to providing a workplace that embraces diversity and inclusion. We are committed to a positive, barrier-free recruitment process. If you have any support or access requirements, we encourage you to advise us at the time of application.

Knox City Council has zero tolerance for child abuse and all forms of harm to children. All children and young people who access our services, programs, events and facilities have the right to feel safe and be safe. This includes spaces owned or managed by Council. We take the wellbeing and safety of children and young people in our care seriously. We maintain a child safe organisation by embedding the protection of children into everyday thinking and practice. All Knox City Council employees, contractors and volunteers are responsible for ensuring children and young people are valued, heard and protected from abuse.

Knox City Council acknowledges our offices are located on the traditional lands of the Wurundjeri Woi-wurrung and Bunurong people of the Kulin Nation.