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Helpline Advisors

Dementia Australia
  • Multiple Part-Time permanent positions available – 4 days/week
  • Hybrid working arrangements, working both from home and our East Perth office
  • Attractive salary packing options available

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 is a nationwide free telephone service that provides information, support, and connection to service options regarding dementia and memory loss to people living with dementia and members of their care network, health professionals and the general public.

Located in East Perth, the Helpline Advisor will answer the incoming calls, chats or emails and will utilize their superior communication and active listening skills and take a solution focused approach to provide assistance, support and guidance. This role will be joining a fast paced and dynamic team and will be making a positive impact on those who reach out to the National Dementia Helpline.

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.
  • 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.

We are seeking candidates who have availability across the below shift times:

  • Monday to Friday 8am - 8pm

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:

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


  • Relevant tertiary qualifications in an appropriate specialty area such as Psychology, Social Work or Counselling (Diploma level or higher)

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.

Please complete this online application form starting below. You will be required to provide a cover letter outlining your response to the key selection criteria as well as your weekend shift availability within the application process.

You will also be requested to attach a copy of your resume. For specific role enquiries, please contact Recruitment@dementia.org.au, using the subject line: Helpline Advisors enquiry via EthicalJobs. 

Please note:

Applications that do not contain a covering letter that addresses each of the key selection criteria will not be considered.

Dementia Australia reserves the right to close recruitment for this position as needed.

The position description can be found below.

Please submit your application via the Apply Now link.

Apply Now

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