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Telephone Support Assessor - Review Team

Access Care Network Australia

Our Review Team is our services hub for reviewing over 12,000 + ACNA clients for new support services. We serve each client, carer, family and friend with warmth and courtesy to perform our client assessment over the telephone, establishing client’s current status, support services needs and or recommendations as well as referrals for face-to-face assessment.

Salary: $65,148 plus 10% super, with generous salary packaging benefits of up to $15,899 per year

This is a full time office-based role in Osborne Park, Perth

What is the role?

Our Review Team is our services hub for reviewing over 12,000 + ACNA clients for new support services. We serve each client, carer, family and friend with warmth and courtesy to perform our client assessment over the telephone, establishing client’s current status, support services needs and or recommendations as well as referrals for face-to-face assessment.

For this role you will be excited about bringing your relentless pursuit of client service excellence to achieve a positive client experience. You will also be keen to grow through learning and sharing knowledge.

A typical work week as a Telephone Support Assessor includes:

  • Preparing by reading the client’s history in the client management systems
  • Phoning clients and providing a telephone assessment which meets the goals of the client whilst assisting them to remain as independent as possible
  • Managing the client referral queue and where necessary prioritise particular clients.
  • Managing your clients’ time to optimise the benefits of our service to the largest possible group of clients.
  • Continuously improve your writing skills for concluding client notes for conciseness, accuracy, relevance, and completeness.
  • Diligently addressing all inbound communications via email, telephone, messages, and meetings with due timeliness and yet constantly seeking improvements and efficiencies.
  • Fully engage with team members and share learnings and positive experiences
  • Help us to build an amazing purpose led organisation that exist to serve our clients.

We are committed to support your personal and professional growth through continuous learning with our digital, face to face, and on – the – job training including training in:

  • Aged Care Assessor Training
  • Managing our most scarce resource - our time
  • Working effectively with digital information technologies and systems
  • Developing and building productive client pipeline with structured phone calls
  • Managing complex telephone conversations with our clients without scripts
  • Practicing active listening to capture relevant and timely client information and environmental circumstances
  • Managing our organisation client information system
  • Sharing and building team knowledge and expertise.

Who are we looking for?

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 amazing customer experiences.

But most of all, you absolutely love building teams of happy, busy people to deliver the best client experiences.

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!

Second, you need great leaders. Leaders with relentlessly high standards. Leaders that don’t settle for the status quo. Leaders that live and breathe our leadership principles.

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 and read these quotes from some of our team:

“I really love working with you and your team – everyone is so approachable and helpful” 

“Looking forward to more wins in the new year : )” 

“I feel so special being a part of a legendary bunch of people!”

“so so grateful for this opportunity and the learning. If it was possible to live in a dream world for a job - this is it! We're living in the perfect job dream world!”

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, by clicking Apply Now. 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 practical activities to give you an opportunity to understand the way of working and your typical day. These activities will run in late November / early December 2021. We look forward to welcoming our new Telephone Support Assessors in December 2021!

Questions? 

You can learn more about the position below.

You can learn more about ACNA here 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: Telephone Support Assessor - Review Team enquiry via EthicalJobs.

How to apply

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