Enquiry Line Support Officer

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 system-related questions. This role also includes providing an after-hours 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. This is a Full Time role offering 76 hours per fortnight.

Key Responsibilities

• Exceptional Communication: Answer calls on the Enquiry Line with a positive attitude, providing guidance, support, and exceptional customer service.
• Problem-Solving: 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

To excel in this role, you'll need:

• Strong verbal, written, and interpersonal communication skills.
• The ability to remain calm and supportive when managing emotional or distressed customers and support workers.
• Demonstrated problem-solving 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, desirable
• National Police Clearance Certificate (no older than 6 months).
• Proof of current influenza vaccinations, as per Amana Living policies.
• Ability to pass pre employment 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 programs, retirement living villages, home care, day care, respite, and dementia specific 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 together, we 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 programs and more!
• Ongoing training and development to keep your skills growing
• Access to our Employee Assistance Program

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!

How to apply

If you are interested in this role and meet the essential criteria, please click the "apply now" button. Amana Living reserves the right to close this position prior to the closing date. Shortlisting and interviews will commence immediately.