Join to apply for the Enquiry Line Support Officer (HC) role at Amana Living About The Role As an Enquiry Line Support Officer, you will play a vital role in supporting our scheduling team by handling a variety of calls on our Home Care Enquiry Line. You''ll assist Community Support Workers (CSWs) with client issues, scheduling changes, procedural matters, and systemrelated questions. This role also includes providing an afterhours service from 6:00am to 8:30am. Your exceptional communication skills and positive attitude will ensure every interaction is a positive experience for our clients and CSWs. Community Support Workers are encouraged to apply. Please note this is a fulltime role. Key Responsibilities Exceptional Communication: Answer calls on the Enquiry Line with a positive attitude, providing guidance, support, and exceptional customer service. ProblemSolving: Assist with troubleshooting ComCare issues, escalating as necessary through appropriate channels. Incident Management: Escalate and document incidents using Riskman and ensure client communication is recorded in the CRM. Scheduling Support: Monitor SharePoint queues for changes, cancellations, and leave requests, ensuring timely action and communication with relevant teams. Project Work: Collaborate on projects and data management tasks to support the scheduling team. Skills, Knowledge & Abilities Strong verbal, written, and interpersonal communication skills. The ability to remain calm and supportive when managing emotional or distressed customers and support workers. Demonstrated problemsolving abilities, with the capacity to find innovative solutions within established guidelines. Experience with Customer Service Database Management (e.g., ComCare, eCase). Sensitivity to issues of confidentiality, cultural diversity, and client needs. A proactive and professional attitude, with excellent time management and organisational skills. Essential Requirements Previous experience as a Community Support Worker. National Police Clearance Certificate (no older than 6 months). Proof of current influenza and COVID19 vaccinations, as per Amana Living policies. Completion of a preemployment medical. Why Choose Amana Living Amana Living is one of the largest aged care providers in Western Australia and has been responding to the needs of older people and those who care for them since 1962. We offer a broad range of services, including residential care homes, transition care programmes, retirement living villages, home care, day care, respite, and dementiaspecific services. Together, we enable older people to maintain their individuality, providing what is needed to support a fulfilling life. Our vision is a community where every older person is honoured and valued. Our mission is to enable older people to maintain their individuality, providing what is needed to support a fulfilling life. Our values are compassion, collaboration, curiosity, inclusion, and trust. Amana Living is proud to lead in reforms that benefit our workforce, caring for those who care for a career. Our Benefits Competitive rates Salary packaging benefits up to $18,550 School holidays childcare assistance Health and wellbeing programmes and more! Ongoing training and development to keep your skills growing. Access to our Employee Assistance Program Seniority Level Entry level Employment Type Fulltime Job Function Other Industries Hospitals and Health Care At Amana Living, we value diversity and welcome applicants from all backgrounds, including those who identify as living with disability, are Aboriginal or Torres Strait Islander, or members of the LGBTIQA+ community. Join us in making a difference! #J-18808-Ljbffr
Job Title
Enquiry Line Support Officer (HC)