Multicultural Care is a leading not-for-profit organisation providing culturally sensitive home and community-based support to older people, people with disabilities, and their carers. Our mission is to empower individuals from diverse backgrounds to live independently and with dignity. With a strong commitment to cultural inclusivity and person-centred care, we strive to make a positive difference in the lives of our clients and their families.
About the role
We are seeking a Client Liaison Officer. This role involves delivering exceptional case management and customer service, promoting our services, resolving client inquiries, and ensuring timely care. The ideal candidate will demonstrate a strong client-centric approach and excellent communication skills. Join us in enhancing client satisfaction and representing Multicultural Care positively!
Key Responsibility Areas
- Service Understanding: Demonstrate a strong understanding of Multicultural Care's (MC) service offerings, providing a single access point for client inquiries while ensuring a person-centered approach to meet their needs and preferences.
- Relationship Building: Build and maintain strong relationships with internal teams and external service providers to enhance collaboration.
- Referral Management: Maintain and update external referral portals, including intake functions, per program (e.g., My Aged Care).
- Data Management: Accurately create and maintain data within CRM, CMS, and other relevant systems.
- Client Communication: Manage all collateral (e.g., new client packs) to ensure timely distribution of relevant information.
- Call Management: Handle inbound and outbound calls promptly, accurately recording all interactions in compliance with MC policies and procedures.
- Issue Resolution: Proactively address and resolve client issues, escalating complaints to the appropriate team leader as necessary.
- Client Support: Respond to case management, rostering, and client inquiries within a set delegation framework efficiently.
- Policy Adherence: Adhere to policies and procedures regarding client rights, confidentiality, and privacy in all interactions.
- Incident Reporting: Complete incident reporting for complaints, incidents, and feedback on the designated management system per policy.
- Administrative Support: Perform administrative tasks as directed, in line with current policies and procedures.
- Office Tasks: Assist with office-based tasks, such as maintenance and stationery management.
- Walk-In Inquiries: Respond to walk-in client inquiries, providing relevant information and assistance.
What we're looking for
- Excellent interpersonal and communication skills, with the ability to build rapport and empathise with clients from diverse backgrounds
- Strong problem-solving and decision-making skills, with the ability to work autonomously and as part of a team
- Proficient in using various software and digital tools to maintain accurate client records and coordinate services
- A genuine passion for supporting the wellbeing and independence of older adults and individuals with disabilities
- Ability to elevate, follow up and provide reminders of outstanding activity
- Must have current police check
What we offer
- Competitive salary and benefits package
- Ongoing professional development and training opportunities
- A supportive and inclusive work environment that values diversity and work-life balance
- Opportunities for career advancement and growth within the organisation
- Access to employee wellness programs and discounts on a range of products and services
Client Liaison Officer in Melbourne employer: Multicultural Care
Multicultural Care is an exceptional employer that prioritises meaningful work and community impact, making it a perfect fit for passionate Care Partners in Sydney. With a strong commitment to employee growth, we offer ongoing professional development opportunities and a supportive work culture that values diversity and inclusivity. Join us to make a difference in the lives of older people and those with disabilities while enjoying the unique advantages of working in a leading not-for-profit organisation dedicated to culturally sensitive care.
