Telephone Support Assessor – Sydney

• Rate: $35.16 per hour (or $69,476.16 per annum FT) plus 11% super, including generous salary packaging benefits of up to $15,899 per year.
• Whilst we have certain times of the day we need to be available for our stakeholders, we’re open to being flexible to work within your needs. We require a minimum of 4-days per week, working both in our Sutherland office and from your home office in Sydney.

What is the role?

Our Review Team is our services hub for reviewing over 12,000+ ACNA clients for new support services. We support each client and their extended support network with warmth and courtesy while discussing the clients situation and determining an appropriate support pathway over the phone.

For this role you will be excited about bringing your relentless pursuit of client service excellence to achieve a positive client experience. You will also be keen to grow through learning and sharing knowledge.

A typical work week as a Telephone Support Assessor includes:

• Preparing by reading the client’s history in the client management systems.
• Phoning clients and determining their support pathway through My Aged Care.
• Managing and triaging the support plan review queue.
• Managing your clients’ time to optimise the benefits of our service to the largest possible group of clients.
• Continuously improving your writing skills whilst reviewing client notes for conciseness, accuracy, relevance, and completeness.
• Answer incoming calls regarding support plan reviews.
• Balancing timely responses to inbound requests for support plan reviews with process improvements and efficiencies.
• Fully engage with team members and share learnings and positive experiences.
• Help us to build an amazing purpose led organisation that exist to support our clients.

We are committed to supporting your personal and professional growth through continuous learning with our digital, face to face, and on–the–job training including:

• Aged Care Assessor Training.
• Managing our most scarce resource – our time.
• Working effectively with digital information technologies and systems.
• Developing and building productive client pipeline with structured phone calls.
• Managing complex telephone conversations with our clients without scripts.
• Practicing active listening to capture relevant and timely client information and environmental circumstances.
• Managing our organisation client information system.
• Sharing and building team knowledge and expertise.

Who are we looking for?

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.

In your spare time we’re likely to find you daydreaming about new ways to create amazing customer experiences. Most of all, you absolutely love building teams of happy, busy people to deliver the best client experiences.

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, and have a clearance to work with children/vulnerable people in some cases.

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.

We only hire in the words of clients – “amazing beautiful souls” and never, ever, break that rule! Our recruitment process is unashamedly tough (and our training is even tougher!) because what we do at ACNA is a privilege – not an obligation. So, we only hire people when we are absolutely confident they’ve got what it takes to make a difference. Think you do? 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!

We measure success in people, not data points. Data points don’t capture the life-changing impact of an assessment that gives a daughter’s 92-year-old father the renewed confidence to live independently. We get a front row seat to these amazing client stories that remind us why we’re here (and the life-changing power of really great assessments!) .

With all our focus on people you might get the impression we’re anti-technology. Not at all! But in delivering over 400,000 assessments we’ve found technology comes second to the power of conversation.

What makes us tick?

Simple. We want people to be their best.

But 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.

We could insert a spiel here demonstrating what a great organisation we are to work for, but instead we invite you to listen to stories from our team in our Podcast.

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?

Simply click ‘Apply Now‘ and answer our questionnaire. No letter or response to selection criteria is required. 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.

Key dates:

• We will host 1-hour online Group Video Discussions (GVDs) between 11 – 20 March 2024.
• If you’re successful in the GVD phase you’ll be required to attend our online Recruitment Centre (about 2.5 hours in total) on Monday 25 March.
• Compliance checks take roughly 2 weeks to complete.
• If successful, your start with us will be Monday 8 April 2024.

Questions?

You can learn more about ACNA here including our benefits such a flexible working, salary packaging and career opportunities.

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: Telephone Support Assessor – Sydney enquiry via EthicalJobs or call 1300 972 920 to discuss.

A position description is attached.