- Permanent, Full time
- Drive customer experience and intake improvement
- Band 7 - Salary commencing at $111,867 per annum (plus superannuation)
- Permanent, Full time
- Drive customer experience and intake improvement
- Band 7 - Salary commencing at $111,867 per annum (plus superannuation)
- Staff benefits including flexible work options
We are seeking a people-focused, improvement-driven leader to join our Home Support Services team and shape how our community accesses aged and disability services.
In this pivotal role, you will drive exceptional customer experience, strengthen intake, assessment and care planning practice, and contribute to continuous service improvement and system-wide initiatives. Working collaboratively across the organisation, you will help ensure older people and people with a disability receive timely, high-quality support that meets their needs and enables them to live well at home and in the community.
About the role:
As Team Leader Service Response, you will
- Lead the team responsible for intake, referrals and first contact with our services - shaping how clients, carers and community members access support.
- Drive initiatives that improve customer experience, strengthen assessment and care planning practices, and contribute to initiatives that enhance how services are delivered
- Represent the Service Response function in Department key projects, including improvements to intake processes and future client management system upgrades.
About you:
You will have:
- Tertiary qualification in human services or related field
- Demonstrated experience in leading and developing a high-volume customer contact service
- Knowledge of community services client intake, referrals and access pathways,
- Working knowledge of the Commonwealth Home Support Program (CHSP), HACC Program for Younger People (HACCPYP), My Aged Care (MAC) portal and the Aged Care Quality Standards desirable
- Ability to drive customer experience mapping projects and lead intake improvements and system change initiatives that strengthen assessment and care planning practices
- Strong communication and stakeholder engagement skills
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 30 July 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 Leigh Cashen, Coordinator Home Support on 8470 8285.
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.
