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Helpline Advisor - Sydney / Perth

Dementia Australia
  • Attractive salary packaging options available
  • Part time (0.8 FTE), 2-year contract opportunity
  • Multiple opportunities available in either East Perth WA or North Ryde NSW

Dementia Australia is the national peak body and source of trusted information, education and services for the estimated half a million Australians living with dementia, and the almost 1.6 million people involved in their care. We advocate for positive change and support vital research. We are here to support people impacted by dementia, and to enable them to live as well as possible. Our commitment to a shared set of values shapes our decisions, actions and behaviours towards achieving our core purpose and strategic priorities.

  • We connect by promoting a people centred way of working and respecting all
  • We collaborate in a supportive manner with each other, other teams, clients and external parties
  • We commit to our purpose and direction, are accountable for our actions and support innovation, reshaping the way we do things

The National Dementia Helpline Advisor is responsible for providing information, support, and connection to service options regarding dementia and memory loss to people living with dementia and members of their care network, the general public and health professionals, through telephone and online modalities.

Reporting directly to the Helpline Team Leader, you will also be responsible for:

  • Providing brief dementia-specific consultations via incoming and outgoing phone calls, live chat, email.
  • Utilising your active listening skills to understand and interpret the clientele, and then provide solution focused recommendations.
  • Providing service referrals of relevant internal and external services that are available to the clientele including education programs, support programs and other relevant service offerings.
  • Ensuring that client activity and all other appropriate information is documented in line with professional/legal standards and telephony system requirements.
  • To be successful in this role you will be a team player, show an absolute commitment to the delivery of high-quality dementia services and support and meet the key selection criteria outlined below.

Key Selection Criteria:

  1. Previous experience in providing individual telephone-based support services (previous experience in a health contact centre will be highly regarded)
  2. Experience providing quality services as part of a high functioning team and working towards defined KPI’s.
  3. Demonstrated understanding of health, disability and aged care service systems
  4. Understanding of dementia and its’ impact on people diagnosed with dementia, families and carers
  5. Advanced verbal and written communications skills with proficiency in English (multilingual applicants with be highly regarded)
  6. Exceptional IT skills including: timely and accurate data entry, ability to manage multi-system environments, and independent problem identification and resolution skills.

Qualifications:

  • Relevant tertiary qualifications in an appropriate speciality area such as Psychology, Social Work or Counselling

If you thrive on activity and are looking for the next challenge as part of a dynamic team, we would like to hear from you. In return you will be offered a flexible and supportive environment as well as a number of attractive staff benefits. You will be making a difference in the lives of people living with dementia, their families and friends.

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