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Client Experience Officer

Access Care Network Australia

  • Salary: $65,089.44 plus 10.5% super, with generous salary packaging benefits of up to $15,899 per year
  • Positions are based Sutherland Shire, Sydney

What is the role?

Working in a company bursting with meaning and purpose you will be communicating with clients and coordinating the schedules of our team members in the community. You will achieve great experiences for our clients through your organisational ability and great communication skills. Your work results in people being at the right place, and the right time to provide case management and assessment services in the social services sector. Here is a typical day…

  • Greeting your team in the office and get cracking on returning calls and emails that have arrived overnight.
  • Calling and messaging your team in the community to say ‘hi’ and check they have everything they need for the day.
  • Checking the forward schedule for visits and calling or emailing people to confirm dates and times.
  • Answering calls and responding to emails so that more bookings can be made.
  • Updating the scheduling system with all the information you have collected and pushing this out to team planners.
  • Solving problems and adapting to things not quite going to plan (or completely off plan!).
  • Celebrating success as mini-KPIs and milestones are achieved.
  • Dipping into learning experiences and team experiences to expand your knowledge, networks and career.
  • Helping us to challenge the status quo in aged care and social services and looking for ways to make an even bigger impact. 

Who are we looking for?

  • You are a great communicator, a great organiser and ready to spend your days as part of a busy, fun and focused team.
  • People will have called you all sort of different names. Authentic. Fun. Genuine. Brilliant. Approachable. A little bit cheeky. Helpful. Caring. Lovely. Relentless. 
  • In your spare time we’re likely to find you daydreaming about new ways to create an impact on people’s lives. 

Sound interesting?

We have a recruitment process full of activities so you can try the role on for size.  To help you consider your suitability for these roles, we have included the Position Description and the Minimum Criteria that relates to this project. We provide a great initial induction and training experience and lots of ongoing learning.

About ACNA

Our charter says…

Access Care Network Australia provides assessment, coordination and case management services to connect eligible people with supports that build on their strengths.

But don’t let the jargon fool you. 

We're in business to change lives.  

We do that by helping our clients (and their families) get the support they need to live life their way.  

What does it take to do what we do?

3 things. People. People and people. 

First, only hire in the words of clients – “amazing beautiful souls” and never, ever, break that rule! Our recruitment process is unashamedly tough (and our training is even tougher!) because what we do at ACNA is a privilege – not an obligation.  So, we only hire people when we are absolutely confident they’ve got what it takes to make a difference. Think you do?  Then join us!

Something else that is good to know about ACNA – we love all ages and all life stages. If you need a little bit of flexibility and want to be part of a team that bubbles with life experiences, that’s us!  If your lived experience is as an Aboriginal or Torres Strait Islander person we would love for you to apply!

Last of all, you need to measure success in people, not data points. We’re yet to find a data point that captures the life-changing impact of an assessment that gives a daughter’s 92-year-old father the renewed confidence to live independently. But each and every day we get a front row seat to these amazing client stories that remind us all why we’re here (and the life-changing power of really great assessments!).

With all our focus on people you might get the impression we’re anti-technology.  Not at all! But in delivering over 400,000 assessments we’ve found technology comes second to the power of conversation.

What makes us tick?

Simple. We want people to be their best. 

But at ACNA this isn’t something we just write on a poster: ‘being our best’ is a way of life. It’s our credo. It’s a life-long personal commitment to be…

Always learning

Always growing 

Always sharing

Choose ACNA!

We could insert a spiel here demonstrating what a great organisation we are to work for, but instead we invite you to listen to stories from our team in our Podcast https://player.whooshkaa.com/shows/acna-podcast-intro

Sure, we work hard and have contractual KPIs to meet, but we also want you to have a great work experience with ACNA and leave us better off than when you arrived through the provision of great learning opportunities and clear connection to the senior leadership team. 

Ready to Apply? Well good news, we have even made it easy!

Simply answer the survey we have created to collect all the necessary information. No letter or response to selection criteria is required, but do be ready to attach your CV. 

Once you apply we will check your application and then contact you about the next stages of the process. Our recruitment process is a little different to most! We use lots of activities to give you an opportunity to understand the way of working and your typical day. We start to get to know you through your application, then we move into group video discussions and end the process with a day of activities. You will need to be available for recruitment activities (about 2.5 hours in total) in the first week. 


You can learn more about the position here via the position description attached. 

You can learn more about ACNA here www.acna.org.au including our benefits such a flexible working, salary packaging and career opportunities.

Still have questions?

If you still have some things you would like clarified you can contact us via recruitment@acna.org.au using the subject line: Client Experience Officer enquiry via EthicalJobs.

A position description is attached.

How to apply

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