- Permanent, Full time
- Band 5, starting at $82,985.24 p.a. plus superannuation
- Flexible working arrangements
- Permanent, Full time
- Band 5, starting at $82,985.24 p.a. plus superannuation
- Flexible working arrangements
Are you passionate about customer service, service planning, and making a difference in the community?
Join our Home Support Services team and help ensure clients receive the right support at the right time. You’ll monitor service delivery and client wellbeing, review service plans, manage client requests, and make daily rostering adjustments to meet changing needs.
If you’re organised, responsive and community-minded, we’d love to hear from you!
About the role:
The Service Response Officer is a key member of the Service Response Team, responsible for responding to referrals and enquiries relating to the Commonwealth Home Support Program (CHSP) and Darebin’s Home and Community Care Program for Younger People (HACC PYP). The position provides accurate and timely information about available services, supports the registration of new clients and delivers effective administrative support to facilitate client pathways.
You will:
- Provide high-quality customer service experience over the phone and aim to resolve each customer enquiry at the first point of contact in a timely manner to meet Darebin Council service requirements.
- Develop and review service plans for Domestic Assistance, Personal Care, Individual Social Support, Meals, Flexible respite, Shopping and Home maintenance/modification services.
- Assist with daily rostering changes such as entering leave and other daily rostering changes.
- Identifying risks which may impact service delivery and take appropriate action to minimise risk.
- Monitor client wellbeing in relation to whether service plans meet the needs of the client and are within organisational service scope.
About you:
We are looking for someone with:
- A relevant tertiary qualification or less formal qualification with work skills relevant to the position.
- Aptitude and proficiency in computer skills (office systems).
- Experience using client management software (such as Carelink Plus).
- Experience or understanding of the Commonwealth Home Support Program (CHSP) and the Home and Community Care Program for Younger People (HACC PYP).
- Bi-lingual skills (advantage).
Why Darebin?
Darebin City Council is committed to equity, diversity and inclusion. We proudly serve one of the most diverse communities in Victoria, and we know that a diverse workforce strengthens our ability to deliver meaningful outcomes.
We offer:
- A supportive team environment
- Opportunities for professional development and career growth
- A workplace that values collaboration, integrity, respect and creativity
- The chance to make a real difference
How to Apply
To apply, please submit your application including a Cover Letter and Resume. If you wish to address the Key Selection Criteria in the Position Description, you may do so in your cover letter.
Applications close on Thursday 17 September 2026 at 11.30pm. Applications will be reviewed during the advertising period so if you’re interested in this opportunity, we encourage you to get your application in as early as possible.
For a confidential discussion about the role and the opportunity, contact Suree Ercan-Dow, Team Leader Service Response via email
[email protected] or phone 8470-8115.
Should you need reasonable adjustments to our recruitment process to support your accessibility needs, please get in contact with us and advise how we can best support you.
Pre-employment Checks
Darebin is committed to providing a safe working environment that embraces and values child safety, and thorough ‘Safety Screening’ processes apply.
To work at Darebin City Council, you will be required to supply proof of work rights, a Victorian Employee Working with Children Check and comply with Child Safety standards. All employees are required to undertake an Australian Criminal History Check and may be required to complete a Functional Health Assessment.
