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Service Support & Associated Provider Management Officer

Australian Vietnamese Women’s Association (AVWA)
Richmond VIC

Apply Now

Job Details

Full-time
Up to $15,900 a year

Benefits

Complimentary flu shots
Parental leave
Employee assistance program
Salary packaging

Qualifications

Customer service
Vietnamese
Administrative experience
Community Services
Quality assurance

Full Job Description

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]

Help us spread the word! Feel free to share this post with your network.

Please note: We will be immediately shortlisting applicants and will close the position as soon as we find the right candidate. Apply now.

Apply Now

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