Location: AVWA Offices
Reports to: Associated Provider Management and Service Support Team Leader
Employment type: Full-time
Role purpose:
The Service Support & Associated Provider Management Officer is responsible for supporting high quality services for participants and coordinating Associated Providers (APs). The role ensures timely service delivery, accurate documentation, compliance with organisational and regulatory requirements, and effective communication between participants, internal teams, and external providers.
What we are looking for:
1. Participant Support and Coordination
- Coordinate service requests, quotations, approvals, and provider instructions within required timeframes.
- Schedule and coordinate services in line with participant needs, preferences, and approved budgets.
- Communicate effectively with participants and families to support smooth delivery of services.
- Monitor service progress, follow up delays, cancellations, or issues, and escalate risks promptly.
- Ensure service notes, instructions, and updates are accurately recorded in participant systems.
- Work collaboratively with internal teams (Care Partners, Finance, …) and with Associated Providers
2. Associated Provider (AP) Management
- Support onboarding of new APs, including collection and verification of mandatory compliance documents.
- Maintain up-to-date AP records, including insurance, licences, mandatory training, and screening checks.
- Monitor expiry dates and follow up renewals in a timely manner.
- Liaise with internal teams regarding provider issues, compliance, performance, and availability.
- Assist with mandatory training, annual AP reviews, AP and performance and compliance monitoring.
- Prepare scheduled reports on AP activities, compliance status, risks, availability, and performance.
- Liaise with APs regarding service issues, complaints, feedback, or corrective actions.or
- Escalate non-compliance or service risks to the Team Leader and support decisions on provider suspension or reinstatement.
- Support communication of AVWA policies, expectations, and guidelines to APs.
3. Documentation & Records Management
- Maintain up-to-date documentation relating to participant services and associated providers.
- Manage updates in databases and AP compliance registers.
- Prepare reports, summaries and statistical data for internal and external stakeholders.
- Ensure all documentation meets organisational and regulatory standards.
4. Financial & Invoice Management
- Process reimbursements for participants and invoices from associated providers.
- Review accuracy of individual and group invoices against service bookings.
- Monitor participants expenditures to ensure alignment with budget allocations.
- Work with Finance and Care Partners to resolve invoice discrepancies or unusual transactions.
5. Compliance & Quality Assurance
- Ensure services comply with organisational policies and program requirements.
- Support internal and external audits, compliance checks, service reviews, and quality improvement activities..
- Address and resolve participant feedback or complaints professionally. Report and record incidents, feedback, and complaints in accordance with AVWA’s policies.
- Adapt to new systems, technologies, and processes to support operational efficiency.
Who you are:
- Certificate in Community Services, or a related field (or equivalent experience).
- Experience in aged care or community services coordination
- Experience in customer service or relevant fields;
- Experience in administrative tasks;
- Experience in working with Vietnamese seniors and external agencies
- Knowledge of Aged and Disability Services.
- Knowledge of the Support at Home (SaH) program, including budget management and compliance requirements.
- Understanding quality assurance and Occupational Health and Safety.
- Ensuring that work and services are provided in a safe manner at all times by regularly reviewing practices and the environment.
- Good English and Vietnamese communication
What’s in It for You:
- SCHADS Award with allentitlements
- Up to $15,900 salary packaging, plus $2,950 mealand entertainment card benefits
- Flexible working arrangements, with partialwork from home, allowingwork/life balance
- Excellentworkplace culture with ongoing support,training, and development
- Great benefitwith Employer-funded Paid Parental Leave (Conditions applied)
- Wellness being with Employee Assistance Program (EAP)
- Free Flu shots
Make your move:
Ready to embark on an exciting journey with AVWA? Send your resume and cover letter highlighting your passion to [email protected]
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Please note: We will be immediately shortlisting applicants and will close the position as soon as we find the right candidate. Apply now.
