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Client Care Support - Illawarra / Shoalhaven

Family Services Australia

About the business

Family Services Australia (FSA) is a not-for-profit organisation offering a range of supportive services for children, young people, and adults across six integrated service streams. Together these service streams aim to create positive change in families under stress, as well as a safer and more caring environment for children and young people's development. The values and clinical and practice governance of FSA are articulated in a Therapeutic Practice Framework to ensure consistent delivery of high-quality care.

FSA is at an exciting time in its evolution as a leading Not for Profit community service provider in Australia.

  • Founded in Illawarra-Shoalhaven NSW, we are continuing to grow our multi-disciplined services across the country. We have expanded from 2 to 34 sites across South East Queensland, Northern NSW, Shoalhaven, and the Illawarra.
  • From 2016-2020, our community reach has grown from 1,000 to 71,434 occasions of service per annum.
  • Our new national headquarters is set at 3,000sqm at Family Services House, Illawarra-Shoalhaven Community Services Hub. This has enabled FSA to provide a community space where clients can be supported with continuous and integrated care from one easily accessible location.
  • Across service streams, our Employee Satisfaction is at 88% and Client Satisfaction at 97.5%.

About the role

The purpose of Family Services Australia (FSA) is to create positive change in families under stress, as well as a safer and more caring environment for families. FSA has six integrated service streams, one of which is the Mental Health Support & Wellbeing Service Stream that includes the Head to Health ‘Pop Up Clinic’. Head to Health Services were announced by the Federal Government in August 2021, to address the mental health impact of the COVID-19 pandemic. FSA’s pop-up Head to Health Hub will offer COVID-safe face-to-face, as well as video and phone supported mental health and assessment services, ensuring individuals can access mental health services on-site or from their own homes. Family Services Australia is seeking Expressions of Interest to become Client Care Support staff within our Mental Health Support & Wellbeing service stream, which includes the Head to Health ‘Pop Up Clinic’.

The Client Care Support position acts to support the Mental Health Support & Wellbeing stream through delivering customer service focussed administration. Client Care Support is a key support to the Practice Manager by coordinating the day-to-day administrative duties of the Mental Health Support & Wellbeing team. The responsibilities of Client Care Support includes maintaining clinicians calendars, taking client payments, responding to calls, emails, requests, and supporting the innovation of FSA processes and procedures.

This is a unique opportunity to join a caring, supportive and award-winning community leader who has provided more than 30 years of trusted local support to clients, which is now expanding to increase support to local communities.

Essential criteria

  • Excellent customer service attitude, particularly towards assisting vulnerable populations
  • Process and system-focused approach to office and administrative routines
  • Direct experience in a high paced customer service environment or an equivalent operating environment that has included successful, cohesive and supportive engagement with teams
  • Ability to meet deadlines and plan workload efficiently to meet company and client expectations
  • Strong proactive problem-solving ability to resolve day to day operational priorities with sustainable solutions
  • Capacity to build, develop and nurture positive service provider partnerships and productive working relationships with MHS&W staff
  • Excellent prioritisation, time and project management ability with resilience and calmness when operating in dynamic operating environments
  • Ability to support a multi-disciplined environment with high Standards of Care, Compliance, Quality Assurance, Audit and Risk Management
  • Excellent written and verbal communication skills
  • Ability to obtain Working with Children’s Check and National Police Check (NPC) clearances

Desirable criteria

  • Basic/fundamental understanding of mental health vulnerabilities
  • Basic understanding or experience working with a range of funding modalities, i.e. third-party payments including NDIS, Medicare and private health insurance
  • Current unrestricted Driver's Licence and willingness to travel as part of this role

Benefits and perks

  • Remuneration negotiable based on qualifications, skills, experience and value-add
  • Professional, community-focused and person-centred team culture
  • Quarterly Community Support Framework (CSF) 360-degree appraisals
  • Annual Training Needs Analysis and Training, Learning and Development Plan
  • Charity Salary Packaging A$15,900 tax-free
  • Access to a Wellness Warrior Program (WWP) and Employee Assistance Program (EAP)
  • Rostered Days Off (RDOs)
  • Paid Annual Family Days at Easter and Christmas

Thank you sincerely for your consideration, we advise that only final candidates will be contacted.

For any initial inquiries please contact our Practice Manager, Kate Sullivan, via email at [email protected] using the subject line: Client Care Support - Illawarra / Shoalhaven enquiry via EthicalJobs.

How to apply

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