Intake & Engagement Officer (Clinical Experience) – Support at Home – Aged Care

Are you a compassionate and organised Registered Nurse who loves connecting with people and making a real difference?

BallyCara is looking for an Intake & Engagement Officer – Support at Home to be the welcoming first point of contact for older people, their families, carers and referral partners as they begin their journey with us.

This is a rewarding opportunity to combine your clinical knowledge, customer engagement skills and understanding of aged care to create a seamless and positive experience from the very first conversation.

Why BallyCara?

When you join BallyCara, you’re joining more than a workplace—you’re becoming part of a values-led community built on relationships, respect, and purpose. We support you to do meaningful work while growing in a way that suits you.

BallyCara is an established charitable organisation that offers a wellness-focused lifestyle for our clients to facilitate independent living, health, and happiness.

At BallyCara, you will belong to a welcoming and inclusive community where your individual strengths and interests are embraced and are the key driver to everything that we create together. We will empower you with flexibility, autonomy and coaching to allow you to make a meaningful difference, whilst supporting you in your career and personal journey.

We inspire healthy and happy living through our SONA® (Happiness) values and enhance our employee's wellness through the following employee benefits:

• Emotional Wellness: Enhance your happiness. Enjoy a wellness day off each year to take on your birthday, for your family, or just for you because you are worth it. 
• Physical Wellness: Improve your health and wellbeing with a fitness allowance for remedial massage, outdoor wellness gear, yoga, pilates, swimming, or gym plus access to an online fitness portal LIFT Fitness!
• Professional Wellness: Enhance your career with two days of paid study leave combined with yearly study assistance!
• Financial Wellness: Access not-for-profit salary packaging up to $18,550, receive 17.5% annual leave loading, and up to $1,892 per annum in financial discounts from our TELUS Health EAP and wellbeing portal! 

About the role

Based at our Kippa-Ring location, you will help prospective clients and their families understand their options and navigate the aged care system, while supporting them through the intake and onboarding process.

You will be responsible for:

• Managing and coordinating incoming referrals and initial enquiries, ensuring timely assessment, triage, allocation, and follow-up.
• Building genuine and trusting relationships with clients, families, carers and referral partners.
• Guiding prospective clients through aged care funding pathways, including My Aged Care and the Support at Home Program.
• Coordinating client intake, onboarding and service commencement activities.
• Identifying client goals, preferences, support needs and potential risks.
• Preparing and coordinating onboarding documentation and ensuring requirements are completed accurately and within required timeframes.
• Working closely with Care Partners, Clinical teams and the broader Support at Home team to ensure a seamless client journey.
• Building strong relationships with referral partners and key to support business development, referral growth, and service accessibility.
• Completing a warm handover to the allocated Care Partner to ensure continuity of care.

The hours

This is a part-time position working Monday to Friday, 9.00am to 1.00pm.

There may be some flexibility around start and finish times by mutual agreement; however, the successful candidate must be available to work across all five weekdays.

About you

You are a people-focused professional who understands that the first interaction can make all the difference. You bring warmth, empathy and professionalism to every conversation and are confident supporting older people and their families through what can sometimes be a complex care journey.

You will also bring:

• Current Registered Nurse registration with AHPRA.
• Experience in client intake, customer engagement or admissions within aged care, health or community services.
• Experience supporting clients to navigate My Aged Care and the Support at Home Program.
• Strong communication, relationship-building and customer service skills.
• Excellent organisation and attention to detail, with the ability to manage multiple client journeys.
• Experience working with client management or CRM systems and Microsoft Office.
• The ability to build strong relationships with external referral partners and stakeholders.
• A genuine commitment to person-centred care and positive ageing.

Join BallyCara and make a difference from the very first hello.

Apply today and begin your journey with BallyCara to inspire healthy and happy living.

Please note:

Applications must be submitted via our recruitment portal. Applications received through external agencies or alternative channels will not be accepted.

Only shortlisted candidates will be contacted. We sincerely thank you for your interest in working with BallyCara and for taking the time to apply.