Resident Services Coordinator

Join a supportive and friendly team working together to make a real difference not only for the people we care for, but also each other.

Southern Cross Care has an exciting opportunity for an empathetic and supportive part-time Resident Services Coordinator to join the team at our Duhig Village Residential Aged Care Home in Holland Park.

Working in this part-time role you will be responsible for promoting, coordinating and administering the Higher Everyday Living Fee (HELF) program within Aged Care.

What can Southern Cross Care Queensland offer you?

• Competitive pay rates, plus access to generous Not-for-Profit salary packaging to increase your take-home pay.
• Part-time role, offering minimum 24 hours a fortnight, allowing flexibility to work around your life with potential to work within school hours.
• Opportunity to join a supportive, purpose-driven organisation.
• Strong and inclusive staff culture.
• Ongoing, individualised training and development opportunities.
• Access to our Employee Assistance Program for staff and their families.
• Additional wellbeing support through our Thrive program, which allows early access to up to 50% of your earned wages.

About The Role

Working in the rewarding role of the Resident Services Coordinator, you will be helping our residents and their families navigate through the HELF program in Aged Care. You will be helping them to understand the services available to them within the home, enabling them to make informed choices, complete required agreements and access optional services that enhance their everyday living experience.

Working in this role, you will work closely with residents, their representatives, facility staff, management and Accounts Receivable to ensure services are delivered in line with resident preferences, organisational requirements and relevant aged care regulatory obligations.

Some Of Your Responsibilities May Include

• Providing prospective residents and their authorised supporters with information about the Higher Everyday Living Fee (HELF) program, including available services, benefits, fees and agreement requirements.
• Supporting residents and representatives to understand their options and make informed decisions about participating in Higher Everyday Living services.
• Meeting with residents as soon as practicable following entry to determine their interest in Higher Everyday Living services.
• Facilitating the completion and signing of Higher Everyday Living Fee agreements and purchase order forms.
• Coordinating access to subscribed services.
• Accurate recording of resident service preferences and subscriptions in the relevant resident database and internal systems.
• Completing Higher Everyday Living checks upon commencement, with annual reviews or following a significant change in health status, or upon resident/representative request.
• Ensuring all agreements, purchase orders and related documentation are completed accurately, submitted within required timeframes and saved in the correct location for Accounts Receivable.
• Monitoring resident and representative satisfaction with Higher Everyday Living services and escalating feedback or concerns as required.
• Supporting continuous improvement of the Higher Everyday Living program through accurate records, resident feedback and service participation data.
• Working collaboratively with facility staff and management to ensure a positive, respectful and person-centred resident experience.
• Maintaining compliance with organisational policies, aged care requirements and relevant documentation standards.

What will you bring to the role?

• Previous experience in aged care, health care, community services, customer service, administration or a related environment is desirable.
• Certificate III or IV in Aged Care, Community Services, Business Administration, Customer Engagement or a related discipline is desirable but not essential.
• Demonstrated experience working with older people, families, representatives or customers in a service-focused environment.
• Strong communication and interpersonal skills, including the ability to explain information clearly and respectfully.
• Ability to manage agreements, forms and service-related documentation in a timely and accurate manner.
• Good attention to detail and ability to follow organisational processes and compliance requirements.
• Ability to manage competing priorities and follow up actions within agreed timeframes.
• Confidence using computer systems, databases, Microsoft Office and other relevant technology.
• Understanding of person-centred care, resident choice and dignity of risk in an aged care environment.
• Ability to handle sensitive conversations with empathy, professionalism and discretion.
• Commitment to maintaining confidentiality and privacy.
• Ability to work both independently and collaboratively as part of a multidisciplinary team.

Who is Southern Cross Care Queensland?

Southern Cross Care Queensland (SCCQ) is a Catholic not-for-profit organisation established by the Knights of the Southern Cross, more than 40 years ago. They saw a need to provide compassionate care and inclusive service to some of the most vulnerable, the ageing population, in the community.

Since then, SCCQ has grown to employ over 1700 staff caring for and supporting more than 2000 people across 17 residential aged care homes, 8 retirement villages, 28 social houses, the National Disability and Insurance Scheme (NDIS) and home care services in metropolitan and regional Queensland, New South Wales and Victoria.

We are passionate about growing communities where best lives are lived, and serving the needs of our residents and clients with compassion and care is, as always, at the heart of what we do.

At SCCQ, we are just as focused on creating a culture where every person matters. Our culture program, Known & Loved, is unique to Southern Cross Care Queensland, enabling staff to build genuine community connections with each other and those we serve.

How can you apply? If you believe you have the skills and experience needed to fill this role and are ready to make a difference and help us grow communities where best lives are lived, then we'd love to hear from you. Apply today! If you have any queries around Southern Cross Care's recruitment process or about the role, please contact us at ***email_hidden*** Southern Cross Care is a proud Equal Opportunity Employer. We celebrate the diversity across our entire team and welcome candidates from all backgrounds to apply. Please note that all employment offers will be conditional upon a satisfactory NDIS workers screen, the right to work in Australia and maintaining an up-to-date flu vaccination status.

Our Mission: Inspired by Catholic moral and social teachings which value and respect human life and the dignity of the individuals, we will provide a quality of care and accommodation to meet the needs of all who place their trust in us.