Self-Managed & Community Care Partner
Support at Home | Aged Care
About the Role
We are looking for an experienced, organised and client-focused Self-Managed & Community Care Partner to join our Support at Home team.
This is a diverse and rewarding role combining self-managed client coordination, care planning, community engagement and operational support. You will take ownership of the self-managed client journey while also being a key first point of contact for prospective clients, families, referral partners and members of the community.
You will work closely with Care Partners, Clinical Care Partners and the broader team to ensure clients receive responsive, person-centred support that helps them achieve their goals and make the most of their Support at Home funding.
Key Responsibilities
Self-Managed Client Support
You will be responsible for coordinating our self-managed Support at Home clients, including:
- Managing client onboarding, assessments and ongoing reviews
- Developing, reviewing and maintaining individualised care plans
- Supporting clients to understand and manage their Support at Home budgets
- Managing the self-managed portal and reviewing submitted invoices
- Ensuring invoiced services are appropriate, meet program inclusions and exclusions, and are reflected in the client's care plan and budget
- Ensuring third-party supplier compliance
- Supporting Assistive Technology and Home Modifications (AT-HM) requirements
- Liaising with Clinical Care Partners for clinical consultations and higher-needs supports
- Maintaining accurate and timely client records within AlayaCare
- Recording Care Management activities
- Ensuring documentation and service delivery meet relevant Support at Home and organisational requirements
Community & Client Engagement
As an important first point of contact, you will:
- Respond to enquiries from prospective clients and their families
- Have meaningful conversations to understand each person's circumstances, needs, goals and how they would like to use their funding
- Explain available services and help prospective clients understand their options
- Coordinate handovers to the appropriate local Care Partner to arrange an initial meeting
- Coordinate onboarding directly where the client chooses to self-manage
- Develop and maintain positive relationships with referral sources
- Provide responsive telephone support and direct enquiries to the appropriate team
- Assist with resolving Care Partner enquiries where possible and keep the relevant Care Partner informed
- Ensure all client contact is accurately documented in AlayaCare
Team & Operational Support
You will also play an active role within the broader team by:
- Participating in operational, Care Partner and team meetings
- Preparing reports and information for meetings as required
- Assisting with training and education during Support Worker Training Days
- Supporting continuous improvement initiatives
- Assisting the wider team with activities and priorities as required
About You
You are someone who genuinely enjoys helping older people navigate their care options and can balance excellent client service with strong administration, compliance and attention to detail.
You will ideally bring:
- Experience within Support at Home, Home Care Packages, community aged care or a similar care environment
- A strong understanding of person-centred care and goal-based care planning
- Experience with client assessments, care plans and budget management
- Knowledge of Support at Home funding, service inclusions and exclusions, or the ability to quickly develop this knowledge
- Strong communication skills and confidence speaking with prospective clients, families and referral partners
- The ability to build rapport and understand what is important to each client
- Strong organisational and time-management skills
- Excellent attention to detail, particularly when reviewing budgets, invoices and documentation
- Confidence working across multiple systems and managing competing priorities
- A collaborative approach and the ability to work effectively with Care Partners, clinicians, support workers and external providers
- Current driver licence with no restrictions
- Minimum Certificate IV Individual Support or similar
- Current police check or NDIS worker screening check with no restrictions
- Current first aid and CPR certificate or willingness to obtain
- Experience using AlayaCare or a similar care management system would be highly regarded
What Success Looks Like
In this role, success means our self-managed clients feel informed, supported and confident in managing their care, while their services, budgets and documentation remain accurate and compliant.
You will also help ensure prospective clients receive a warm, knowledgeable and responsive first experience with our organisation, with clear communication and a smooth transition into services.
Why Join Us?
This is an opportunity to take on a varied role where you can make a meaningful difference to the experience of older people and their families.
You will be part of a collaborative team committed to delivering responsive, flexible and person-centred care, with the opportunity to contribute not only to individual client outcomes but also to the ongoing development and improvement of our Support at Home services.
Pay: $85,000.00 – $95,000.00 per year
Work Location: Hybrid remote in Surry Hills NSW 2010
