The Voice of ACNA – Join our team of Client Service Support Coordinators

Access Care Network Australia

Rate: $34.27 per hour including generous salary packaging benefits of up to $15,899 per year plus guaranteed superannuation.

We have up to 4 part-time, ongoing positions available for enthusiastic Client Service and Support Coordinators. These roles will require you to be based in our Sutherland office in Sydney, working closely alongside your team. This will ensure effective collaboration with your teammates and seamless support by your team leader.

What is the role?

Embark on something a little different to your current customer service role. Work in an organisation that is supporting reform and change in our aged care sector through delivering a great experience as people enter the aged care system. We have amazing teams across Australia that deliver assessment and case management services…and our most important team is the first voice our clients hear…our central client services and support team who accept referrals, complete the bookings and handle all client enquiries. What does this look like? Here is a typical week.

Create a great client experience by resolving inbound calls from existing clients, new clients, service providers, referrers, assessors and team leaders.

Provide support to assessment agency managers, team leaders and assessors by assisting in processing of documentation such as referrals.

Allocate appointments to assessors in negotiation with clients, carers and their families to ensure quality and timely assessments are carried out.

Support efficient scheduling by matching client location to assessor availability.

Further support the client experience by contacting service providers to follow-up on linking and referrals.

Demonstrate your professional skills by maintaining data integrity to ensure all information is entered and stored accurately.

Who are we looking for?

You are a great communicator, an independent worker (and really love being part of a wider team) and are ready to spend your days on the phone to connect clients with a great assessor to ensure their experience as they enter aged care is the best it can be.

People will have called you all sorts of different names. Authentic. Fun. Genuine. Brilliant. Approachable. A little bit cheeky. Helpful. Caring. Lovely. Relentless.

We want to ensure you are a great fit for ACNA and are looking for people that align with our values of supporting people to be their best and always striving to learn, improve and grow. Hiring people whose values align with ours enables us to build awesome teams who create the best outcomes for our clients.

Before starting work with us, as part of the compliance process, you will need to undertake a national police check, complete a pre-placement health questionnaire and undergo reference checks, provide evidence of your COVID-19 and Influenza vaccinations.

About ACNA

Our charter says…

Access Care Network Australia provides assessment, coordination and case management services to connect eligible people with supports that build on their strengths.

But don’t let the jargon fool you.

We're in business to change lives.

We do that by helping our clients (and their families) get the support they need to live life their way.

What does it take to do what we do?

3 things. People. People and people.

First, only hire in the words of our clients – “amazing, beautiful souls” and never break that rule! Our recruitment process is unashamedly tough (and our training even tougher!) because what we do at ACNA is a privilege – not an obligation. Think that's you? Then join us!

We can only achieve when our teams are truly reflective of the diverse communities we serve. The more diverse and inclusive our teams, the better we are at serving people from every background. We love all ages and life stages. If you need a little flexibility and want to be part of a team that bubbles with life experiences, that’s us!

What makes us tick?

Simple. We want people to be their best.

At ACNA this isn’t something we just write on a poster: ‘being our best’ is a way of life. It’s our credo. It’s a life-long personal commitment to be…

Always learning

Always growing

Always sharing

Sure, we work hard and have contractual KPIs to meet, but we also want you to have a great work experience with ACNA and leave us better off than when you arrived through the provision of great learning opportunities and clear connection to the senior leadership team.

Ready to Apply?

To help you consider your suitability for this role, we have included the Position Description at our Ethical Jobs Board (search via your browser for Ethical Jobs > Access Care Network Australia).

Simply answer the Typeform survey we have created to collect all the necessary information by clicking 'Quick Apply'. No letter or response to selection criteria is required, but do be ready to attach your CV.

Our recruitment process is a little different. We use activities to give you an opportunity to get to know us and understand the way of working and your typical day.

Important dates:

We will host 1-hour online Group Video Discussions (GVDs) from 7 May 2025.

If you're successful in the GVD phase you'll be required to attend our in-person Recruitment Centre (about 2 hours in total) on 19 May 2025 in our Sutherland office in Sydney.

Compliance takes roughly 1 week.

If successful, your start with us will be from Monday 19 June 2025.

We recruit on a rolling basis and encourage you to apply as soon as possible.

Applications close midnight Monday 12 May 2025.

Questions?

Learn more about ACNA but inserting our website link into your browser - www.acna.org.au.

We are committed to building great teams that are truly reflective of the diverse communities we serve. If you require adjustments or support during the recruitment and selection process, please don’t hesitate to email a member of the HR team at [email protected] using the subject line: The Voice of ACNA - Client Services and Support Coordinator – Sydney enquiry via Seek or call 1300 972 920 to discuss.