Aged Care - Intake Officer

See below the vacancy and the responsibilities as well as the key skills required for the role.

Aged Care - Intake Officer

Coburg

Reference:

Join Our Growing Team at Holstep Health

Applications Close: 23/03/2026

Job Title: Intake Officer

Location: Coburg and other Holstep Health locations as required.

Employment Type: 1 - FTE for 12 months fixed term. April 2026 to April 2027.

Brief Description

Are you a dedicated, compassionate, enthusiastic and experienced professional? Are you passionate about supporting older people to maintain their independence? As an Aged Care Intake Officer you will play a key role in the delivery of safe, quality care and services that meets individual needs.

YOUR NEW ROLE

The Aged Care Intake Officer is responsible for promoting and raising the profile of the Support at Home Program, responding, facilitating, and coordinating new business, monitoring the quality and applying continuous improvement initiatives to support improved consumer outcomes and positive consumer experience.

The Aged Care Intake Officer in Support at Home manages new referrals, initial enquiries, client onboarding, and acts as the first point of contact to assess needs, determine program eligibility, and allocate a Care Partner, always in conjunction with the Team Leader care Management.

The Aged Care Intake Officer role is pivotal in supporting service delivery, business growth and continuous quality improvement in line with the ongoing aged care reforms.

YOU WILL BE RESPONSIBLE FOR

• Efficiently manage and prioritise incoming inquiries, ensuring timely and appropriate responses to individuals seeking aged care services.
• Facilitate and document the intake process. Set clear expectations of services that can be included/excluded within the Support at Home program. Consult with the consumer and their formal and informal networks to understand and identify their individual care needs and expectations whilst promoting consumer choice.
• Support at Home Team Support - Work closely with the Support at Home Care Management Team, promoting services, contributing to the enhancement of consumer care and collaborating on the development of strategies for service improvement.
• Maintain accurate and up-to-date records of consumer interactions.
• Generate monthly intake and service quality reports to support continuous improvement. Collect data to enable tracking of participant progress and to monitor workflow.
• Establish and maintain positive relationships with community organisations, healthcare providers, and relevant stakeholders.
• Promote awareness of available services and foster collaboration.
• Establish appropriate communication processes in conjunction with the Team Leader Care Management to match the consumer with the most appropriate Care Partner and Service Coordinator to support consumer experience.
• Support the Team Leader Care Management with activities related to consumer engagement through group promotional/information sessions.
• Enhance the quality-of-service provision through the identification of areas for improvement.
• Support Care Partners & Service Coordinators commitment to Holstep Health values and philosophy and work to enhance the Holstep culture of working collaboratively to achieve organisational objectives.

WHAT YOU NEED TO SUCCEED

• Demonstrated experience in sales and marketing and understanding of Aged Care.
• Demonstrated time management and organisational skills to meet set deadlines.
• Ability to work cooperatively and effectively with a variety of stakeholders to support quality, accurate and timely statements for consumers.
• Problem solving skills, resourcefulness, and initiative to maintain data integrity.
• Effective communication skills, both written and verbal, and attention to detail.
• Proven ability to adapt and work with change, update knowledge and skills and implement these into new service models.
• High level of computer literacy including Excel, financial software, database management and reporting.
• Broad understanding of the Aged Care Sector and Support at Home.
• Sound Understanding of Support at Home and the Strengthened Quality Standards.
• Highly developed written and oral communication skills, interpersonal and organisational skills.
• Demonstrated ability to work autonomously and as a member of an effective team, including networking capacity with a wide range of service providers and other relevant stakeholders.
• Demonstrated administrative and computer skills to meet the program requirements.
• Knowledge of My Aged Care portal and Participant Information Management Systems.

WHAT WE OFFER

• Generous salary packaging.
• Flexible work arrangements.
• Opportunities for additional leave.

HOW TO APPLY

• A cover letter.
• Your resume, including two recent referees.
• A response to the key selection criteria outlined in the position description.

IMPORTANT RECRUITMENT NOTICE

Holstep Health will only contact candidates via an official email address ending in @holstephealth.org.au. Any requests for personal information will only occur at the appropriate stage of the recruitment and onboarding process and will be issued via secure systems.

At Holstep Health, we celebrate diversity and inclusion and encourage applications from people of all backgrounds, religions, sexual orientations, ages and genders. We value the unique perspectives each individual brings to our team.

Have questions? Don’t hesitate to reach out, whether it’s for a confidential chat about one of our roles or you simply need help navigating our online application form. We’re happy to help.

About Us

Holstep Health employs over 700 valued staff, working alongside volunteers and students who are building their capacity to qualify as Health and Community Services support workers and service providers.

Holstep Health employs highly qualified medical staff and personnel providing the best service to the most in need in the community.