• Opportunity to make a real difference working for a purpose led organisation
• Part time role based in Surry Hills with the flexibility to work remotely if the right candidate is based in Regional NSW
• SCHADS Award Level 5 Pay point 1 with access to NFP Salary Packaging benefits
• XRef Engage Awards Best Workplace 2024

Join an amazing team working to promote and link older people to vital aged care and rights information.

About the role

The Advocacy Specialist Intake Officer supports the Older Persons Advocacy Network (OPAN) by serving as the primary contact for overflow calls to the National Advocacy Line and the OPAN reception line. This role involves managing urgent advocacy escalations, providing expert support and information to callers, and handling the intake and assessment of new and existing clients.

The Advocacy Specialist Intake Officer is responsible for gathering and verifying accurate information, resolving calls when possible, and liaising with OPAN and affiliated organisations to ensure that all callers receive a supportive, informative, and seamless experience.

We are currently seeking a part-time employee to work 26 hours per week from Tuesday to Saturday. This is a hybrid role, offering the flexibility to work both in the office and remotely from home. Alternatively, it could be a fully remote role if the ideal candidate resides in Regional NSW.

Why work for Seniors Rights Service?

Seniors Rights Service is a nonprofit organisation that provides free legal services, aged care advocacy and rights education and information to older people across New South Wales. This is a pivotal moment to join our team. As more older people seek aged care services, our organisation is continuously evolving to meet the expanding need for our services.

If you have a natural talent for connecting with people, have relevant experience and want to work for an organisation dedicated to supporting one of the most vulnerable groups in our communities, we want to hear from you.

Role Responsibilities

• Provide and collect consistent and accurate information from callers to ensure quality outcomes by providing information about the OPAN Network and advocacy and closing out, where possible, basic information enquiries.
• Provide client-driven, person-centred intake and assessment services to older people, their families and carers in relation to the OPAN Network’s services
• Contribute to other externally focused activities including systemic advocacy activities, OPAN projects and other national activities, as well as mentoring other members of the team by providing support and feedback
• Triage incoming calls and referrals for new clients to the relevant Service Delivery Organisation during core hours where advocacy services are required
• Listen to and help older people receiving or seeking to receive aged care services and/or their representatives make informed decisions via telephone and email support
• Provide effective communication with older people, their family and/or advocates, ensuring that relevant, accurate and comprehensive information is provided, and that the caller understands all possible choices and the consequences of those choices
• Manage intake and advocacy cases using Salesforce database
• Refer clients to other services including the Aged Care Quality and Safety Commission

Essential Criteria:

1. Tertiary qualifications in counselling, psychology, social work, behavioural science or a related field and/or relevant extensive equivalent experience
2. Demonstrated experience as an Aged Care Advocate or relevant equivalent experience in a similar role
3. Demonstrated experience triaging calls and providing an empathetic client service in a professional manner
4. Extensive knowledge and understanding of the aged care system including knowledge and understanding of the Aged Care Standards and Charter of Rights
5. Good interpersonal and communication skills with the ability to explain complex information concisely to a diverse range of people
6. Skills in negotiation, conflict resolution, decision making and problem solving
7. Ability to work as part of a team and independently and prioritise your work and deliver results
8. Highly proficient with technology and software including Microsoft Office 365
9. Prepared to undertake and maintain a National Criminal History check as a condition of employment.

Benefits

• Experience a collaborative and fun work culture in a growing organisation
• Great flexibility with access to hybrid work arrangements
• Competitive salary with NFP Salary Packaging benefits
• 15 days personal/carer’s leave and gifted leave between Christmas and New Year
• Feel good knowing you are working for an organisation with a strong social conscience and presence within our community.

Interested in applying?

If you are interested in this opportunity, please submit a cover letter addressing the Essential Criteria above along with your resume.

Applications that do not include a CV or address the Essential Criteria will not be considered.

*This position may close earlier than the stated closing date, so we encourage you to apply as soon as possible.

At Seniors Rights Service we seek a workforce that is as diverse as our society. We believe diversity and inclusion are fundamental to our culture and core values and we demonstrate this commitment through all our employment practices. Our inclusive workplace culture contributes to making Seniors Rights Service a great place to work. We strongly encourage Aboriginal and Torres Strait Islanders people to apply. Additionally, we believe vaccination to be the best way to keep our employees and clients safe and strongly encourage vaccination against Influenza and COVID-19.