Intake and Assessment ASR (Annual Service Review) Officer

Part-Time | Intake & Assessment Annual Service Review Officer | Fixed Term Contract (3 months) | 3 days per week (22.8 hours) | Devonport | SCHADS Level 1 

CTST is a vibrant and growing not-for-profit charitable community organisation whose vision is that everyone has access to quality home care and transport support services. We focus on providing reliable, high quality and safe services - transport, home maintenance, social support, disability support, and domestic assistance - to older people and people with a condition preventing them from undertaking daily activities.

Our impact is driven by a dedicated workforce of nearly 500 passionate people supported by over 100 vehicles, modern and sophisticated systems, great attitudes, and most importantly, a consumer-directed approach.

At CTST, we value diversity and foster a workplace culture that is committed to driving innovation, collaboration, professionalism, and respect.

About the Role

Reporting to the Intake and Assessment Manager, we have a part-time role available within our Intake and Assessment team.

The role is classified at Level 1 of the Social, Community, Home Care and Disability Services Industry Award (SCHADS) with the benefit of salary sacrifice options.

The primary focus of this role is to complete Annual Service Reviews (ASRs) for existing consumers receiving Community Transport services under the Commonwealth Home Support Programme (CHSP). Working within established procedures, scripts and work instructions, you will contact consumers by telephone, update records, complete required documentation and ensure reviews are completed accurately and efficiently.

Key requirements of the position will be a combination of the following:

• Contact consumers by telephone to complete Annual Service Reviews (ASRs)

• Accurately update consumer information including contact details, emergency contacts and other required records

• Review and record consumer mobility requirements, transport needs and changes in circumstances that may affect service delivery

• Complete and maintain service agreements, Statements of Rights and other required documentation

• Maintain accurate consumer records and supporting documentation within organisational systems

• Document completed reviews, attempted contacts and follow-up actions in a timely manner

• Monitor and maintain review tracking systems and ensure data is current and accurate

• Identify and escalate any consumer safety, wellbeing, eligibility or service suitability concerns

• Effectively use Microsoft Office applications, telephony systems and client management databases

• Achieve review completion targets while maintaining accuracy, quality and a positive consumer experience

• Ensure service delivery is undertaken in line with CTST policies, procedures and legislative requirements

About You

We're looking for a reliable, organised, customer-focused and enthusiastic individual to join our team. If you have the following skills, we'd like to hear from you:

• A strong and confident communicator who can genuinely engage with consumers and stakeholders with empathy, professionalism and respect

• Well-developed ability to coordinate and organise workload effectively in an environment subject to change

• Excellent customer service skills with the ability to build rapport over the phone

• Strong administrative, record keeping and data entry skills with a high level of accuracy and attention to detail

• Demonstrated competence in the use of Microsoft Office, web-based systems and client management databases

• Ability to work collaboratively within a team whilst managing individual responsibilities

• Understanding of privacy, confidentiality and professional boundaries

• Demonstrated geographical knowledge of Tasmania

• Previous experience in a similar administration, customer service, community services, aged care or not-for-profit role is an advantage

Qualifications

• Certificate II in a relevant discipline or relevant experience/on-the-job training commensurate with the requirements of the position

All CTST employees must:

• Hold a current driver's licence

• Have a Working with Vulnerable Persons Card (or be willing to obtain)

• Be willing to obtain a National Police Check

• Be an Australian Resident or hold an Australian Working Visa

To obtain a copy of the position description, please visit our website at www.ctst.org.au/work-with-us

Applications must be made via Seek and include a current resume and cover letter detailing your experience relative to the position.

If you have any enquiries about the position, please contact ••••@ctst.org.au

Interviews may commence at any time.

We look forward to hearing from you!

CTST is committed to Equality, Diversity and Inclusivity where everyone is welcomed and supported!