Livebetter | Intake Officer

Position Description
Private and Confidential
Intake Officer
LiveBetter Position Description
About Us:
LiveBetter Community Services is one of the largest human services providers in regional Australia. Our core business is customer-focused in-home and accommodation services. Additionally, we provide support to customers through a broad range of child and family services, Out of Home Care, community transport, home modification and maintenance, and clinical services. We operate from more than 40 locations across regional New South Wales, Queensland, and Victoria, providing support and employment to people in the communities we serve.
We take a person-centred approach to our service delivery. This means ensuring our contact with customers is caring and empathetic, providing both psychological and emotional safety, and of practical assistance to help people live their best lives.
Our Beliefs:
We believe in the enduring value and dignity of the individual. We believe in the power of kindness. We believe connection to home and community plays an important role in wellbeing. We believe as individuals, as an organisation, and as a society, we should continually reflect on the way we treat each other. Our Purpose:
We inspire possibility by giving people access to support in their chosen community. Our Mission:
We achieve our purpose by connecting capable, passionate, and caring locals with those who need support. Our Values:
Integrity: We are honest and ethical in all our dealings and are accountable for our actions. Respect: We recognise the rights and choices of our customers, employees, and communities. We encourage teamwork and support diversity. Cooperation: We identify and create value from partnerships and alliances with other organisations, agencies, businesses, communities, and within our own organisation. Empowerment: We encourage and support individuals and communities to realise their full potential. Excellence: We strive for best practice in all that we do as individuals, teams, and as an organisation. The Position
Position title: Intake Officer
Job Type: Staff
Reports to: Intake Senior Coordinator
Direct reports: NIL
Note: This Position Description is indicative of the initial expectation of the role and subject to change in line with requirements of LiveBetter's goals and priorities, activities or focus of the job. The incumbent can expect to be allocated duties not specifically mentioned in this document, but within the capacity, qualifications and experience normally expected from persons occupying positions at this level.
SERVICE DESCRIPTION
To improve support for carers, the government researched and engaged with stakeholders over four years to re-design services. This has resulted in the development of the Carer Gateway model. This introduces a range of tailored carer supports and services designed to reduce carer stress, increase resilience, and help carers plan for the future. The approach includes national and regionally based services.
Within the Carer Gateway network of 16 Service Delivery Partners were established across Australia to deliver localised and targeted support to carers.
At a national level, some services will be delivered centrally, and the system as a whole will be supported by national infrastructure and managed by the Australian Government. National services include:
the Carer Gateway website phone counselling online self-guided coaching an online peer support community forum, and online skills courses. At a regional level, we respond to the specific needs of our communities by providing:
a centralised intake and registration process (for Region 3) carer support planning in-person peer support in-person counselling carer directed packages emergency respite care, and in-person carer coaching As the local Delivery Partner for NSW Region 3 we cover a large part of regional NSW from the Queensland to Victorian and South Australian borders (Primary Area Health Districts of Western NSW, Murrumbidgee and South Eastern NSW). We provide a centralised intake and registration for all carers in Region 3 based in Orange NSW. Carer assessment, planning, and implementation of services will be carried out by a diverse and mobile workforce located across Region 3. Specialised services will be provided by accredited counsellors, peer support workers and carer coaches (who are carers with lived experience) and will include both paid and volunteer workers.
Following a successful competitive bid process, and in line with its commitment to deliver essential services to regional communities, LiveBetter entered into a contract with the Commonwealth Government to operate the RDP in Region 3 of NSW in conjunction with its consortium partners, The Benevolent Society and Mission Australia.
POSITION DESCRIPTION
The Intake Officer fulfils a vital role within the RDP facilitating the initial intake and registration process of the Carers Gateway program for RDP3 while also raising the profile of carers in the community.
RELATIONSHIPS
Reporting to the Intake Senior Coordinator. Collaborating closely with all managers, intake officers, customers, their families and support networks. Building and maintaining relationships with mainstream and specialist support providers and other key stakeholders. MANDATORY QUALIFICATIONS AND EXPERIENCE
Qualifications in Community Services/Health/Welfare/Education and/or Administration fields or a minimum of two years' experience in a related field. Experience in a telephone-based customer service environment. Current First Aid & CPR Qualifications. Current Class C Driver's Licence, willingness, and ability to travel as required. SKILLS, KNOWLEDGE, AND ABILITIES
Providing primarily phone-based direction and assistance to carers of people who are frail aged, have a disability or chronic illness, including mental illness through screening and assessing needs, prioritising, and making appropriate referrals to other Carer Gateway supports including Carer Support Planners, In Person Peer support, Carer Coaches and in-house Counselling services. Providing direction for carers seeking access to external supports including My Aged Care, NDIS and the Carer Gateway as well as external service providers. Providing intake and registration support for carers entering the Carer Gateway program. Providing carer referrals to appropriate services in their community. Providing support in the development of an accurate, current, and comprehensive map of services available to carers. Engaging with the community care sector and the public to raise the profile of carers including representing carers, LiveBetter and its services at regional events and activities. Completing all necessary administrative tasks associated with the program including accurate database entry. Actively participating in training and professional development. Proven problem-solving ability to identify issues, establish and implement appropriate solutions. Enthusiasm for providing superior customer service, with strong interpersonal and communication skills. Demonstrated ability to manage and prioritise workload in a constantly changing environment. Demonstrated knowledge and understanding of the community care sector, including the complex challenges faced by carers of people with a disability, chronic illness, mental health condition and the aged. Ability to work both independently and as part of a team with a flexible and adaptable approach to working arrangements. Undertake duties as required by your supervisor (within scope of position). Ability to be flexible with work hours to meet reasonable demands of the position. HEALTH, SAFETY AND ENVIRONMENT RESPONSIBILITIES
All staff are required to take reasonable care for their own health and safety and that of other personnel who may be affected by their conduct. Advise LiveBetter in writing of any conditions which may impact ability to carry out the responsibilities required of the role.
NATIONAL POLICE CHECK, NDIS SCREENING CHECK, AND WORKING WITH CHILDREN CHECK
The position holder is required to pass and hold a current National Police Check, a NDIS Screening Check, and a Working with Children's Check.
PRE-EMPLOYMENT MEDICAL ASSESSMENT
The position holder is required to pass a pre-employment medical assessment, including drug and alcohol screening.
DIVERSITY
We are committed to welcoming and maintaining a diverse workforce, which will help us attract and retain a team of talented people to better serve our customers and improve business results.
PRIVACY NOTIFICATION
We require personal information relevant to your employment. The collection and handling of the information will be consistent with the requirements of the Privacy Act.
INFORMATION SECURITY COMPETENCIES
We require all staff to demonstrate and maintain an adequate and proportionate level of information security knowledge and competence.
RISK
All staff must be aware of operational and business risks. They should:
Provide input into various risk management activities assist in identifying risks and controls. Report all emerging risks, issues and incidents to their manager or appropriate officer. Remuneration
This position is remunerated under the Social, Community, Home Care and Disability Services Industry Award 2010 dependent on qualifications and experience. Salary packaging opportunities are available.
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