Client Care Partner in Melbourne

Be the person our clients and families rely on after they start with us. Gratitude In Home Care is a registered aged care provider delivering Support at Home services built on transparent pricing, choice of worker and continuity of care. NorthPoint Disability is a registered NDIS provider delivering disability supports and DVA community nursing. Both are part of one Preston-based group and share one belief: every client should receive care that matches their real needs, goals and preferences, and should get the full value of their funding.

The opportunity

We are creating a full-time Client Care Partner role to lead the ongoing care relationship with each client once they have started well with us. A dedicated Client Acquisition Officer brings the client in and hands over after the first service. From that point you are the client's and family's named contact: you develop and review the care plan and individualised budget with them, keep the plan and budget working as needs change, and make sure every client stays with us because the care is right.

What you will do:

• Accept the documented handover from the Client Acquisition Officer and lead the care plan and individualised budget session with the participant and their representative, on or before the first service day.
• Build person-centred care plans with our Clinical Care and Compliance Lead that align goals, assessed needs, approved Support at Home classification or NDIS plan, and budget.
• Be the named point of contact for your clients and families, responding to concerns within one business day.
• Review care plans at agreed intervals and whenever needs change, and raise reassessment or classification review triggers through My Aged Care.
• Explain quarterly budgets, contributions and service mix in plain language and review utilisation with each client every quarter, working from Finance's monthly utilisation report.
• Arrange assistive technology, home modifications, allied health or nursing referrals within the client's funding.
• Track early-warning signs of dissatisfaction or disengagement and lead service recovery with the Service Coordinator and Clinical team.
• Arrange and coordinate services with GPs, allied health, hospitals and other providers and support transitions such as hospital discharge and end-of-life pathways.
• Keep accurate care management notes and prepare a monthly report on reviews, utilisation, retention, service recovery and exits.

What you will bring:

• Experience in care management, case management or care coordination in aged care, home care, community care, health or disability services.
• Sound working knowledge of Support at Home (classifications, quarterly budgets, contributions, care management) and the NDIS (plan management types, support categories, Pricing Arrangements).
• Ability to develop person-centred care plans and budgets with older people, people with disability and their families, and to explain funding clearly and sensitively.
• Demonstrated client retention, service recovery or complaints resolution experience.
• Strong attention to detail across care plans, budgets, consents and client records, and confidence with client management and CRM systems.
• Excellent written and verbal communication, resilience and good judgement in emotional conversations.
• Current full driver licence and a reliable, comprehensively insured vehicle - this role is largely in the field.
• Highly regarded: current AHPRA registration as a Registered or Enrolled Nurse, or an allied health qualification; experience with My Aged Care portals, classification reviews and NDIS plan implementation; a second community language or experience with culturally and linguistically diverse communities.

Pre-employment requirements:

• National Police Check, NDIS Worker Screening Check and any aged care worker screening required under current legislation.
• NDIS Worker Orientation Module.
• Working with Children Check.
• Australian working rights.
• Current First Aid and CPR (or willingness to obtain); vaccinations as required by policy.
• If registered, unconditional AHPRA registration must be maintained throughout employment.

A role built around care management, with intake, rostering, clinical assessment and billing handled by dedicated roles. Clear structure: daily operations huddle, weekly clinical and care review, monthly utilisation review and monthly education session. Two registered providers under one Preston-based group, with room to grow as the group expands.