October 21, 2024

FULL TIME

Case Management

Provide verbal and in writing information to consumers, new to the program, that clearly sets out fees, budgets, service availability etc. in a Service Agreement in accordance with the Australian Government Guidelines.
Develop and document consumer/carer focused care plans for consumers/carers having regard to their preferences and vision, as well as to available resources.
Provide ongoing case management for Home Care Packages (HCP) for the consumer/carer, conduct regular reviews of their needs and amend care plans as appropriate.
Liaise and advocate with other relevant service providers regarding individual care needs and required levels/types of services.
The case management responsibility involved in the implementation of a planned intervention.
Maintain up to date consumer/carer files including care Plans and care notes.
Be responsible for consumer/carer confidentiality and security of information as outlined in EIH Care’s Privacy Policy and Legislation.
Ensure that services are culturally relevant to the needs of consumers/carers.
In conjunction with the consumer/carer undertake regular risk assessments and provide support to the consumer to rectify risks.
Address consumer/carer complaints in accordance with EIH Care’s Complaints Policy and provide feedback to consumer/carer and Area Leaders.

Standard Organizational Responsibilities

Customer Service
Promote and enforce EIH Care’s policy of excellence in customer service.
Provide appropriate customer services to our customers in a prompt and engaging manner via social media or web updates.
Maintain the highest ethical standards and confidentiality in dealing with data, our customers and each other.

Human Resources

Identify training and development needs through Appraisal System for yourself and any staff you directly supervise and participate in corporate training.
Ensure adherence to EIH Care Code of Conduct, Equal Employment Opportunity, Privacy procedures and other policies and programs.
Participate fully in the Staff Performance Management System, Recruitment and Induction processes

Required qualities

Desired competencies

Qualifications, Experience & Knowledge

Skills & competencies

Customer service focused: committed to providing exceptional customer service across all channels – written, phone and face to face
Communication: the ability to communicate clearly and concisely, varying communication style depending upon the audience
Attention to detail: excellent attention to detail and written skills when communicating with others, both internally and externally
Commerciality: ability to apply knowledge in a practical, commercial manner
Teamwork: willingness to assist and support others as required and get on with team members
Time management/organisation: accomplish objectives effectively within time frame given and carry out administrative duties within portfolio in an efficient and timely manner