Consumer Liaison Officer

About the Business

Would you like to join an Aged Care facility known for exemplary care? A facility that provides a person-centered approach, delivering holistic, tailored individual care to enhance our resident's quality of life and well-being. Would you also like to join a facility that supports a diverse workforce? Abel Tasman Village is a workplace that values inclusivity and diversity and creates a welcoming, safe and fair environment.

Abel Tasman Village is a not-for-profit, 72-bed residential Aged Care facility, that was established in 1994 and since then has built a reputation of delivering outstanding care to our ageing population. Our name is well known and respected in the community and that of the surrounding areas and we find ourselves as one of the preferred residential Aged Care facilities in Southwestern Sydney.

Abel Tasman Village is currently seeking a passionate and motivated aged care professional to join our friendly and supportive team.

As the Consumer Liaison Officer, you will play an important role in supporting prospective residents and their families throughout their journey into residential aged care.

You will act as a key point of contact from the initial enquiry through to admission and transition into care, providing information, guidance and support to residents, families, representatives and external stakeholders.

The role will also coordinate resident review meetings, including two-week and six-week case conferences, helping to ensure residents receive person-centred care that reflects their individual needs, preferences and goals.

This role would suit someone who is compassionate and approachable, has strong communication and relationship-building skills, and is confident managing administrative processes while providing a positive experience for residents and their families.

• Respond to enquiries from prospective residents, families, hospitals, health professionals and community stakeholders.

• Conduct facility tours for prospective residents and their families/supporters.

• Provide clear information regarding accommodation options, available services, fees, government funding arrangements and admission requirements.

• Maintain and follow up prospective admission enquiries to support facility occupancy.

• Coordinate room offers and admissions in collaboration with the clinical and management teams.

• Coordinate and ensure completion of required pre-admission assessments and documentation.

• Prepare and process residency, accommodation and service agreements.

• Explain agreements, fees, charges and resident rights and responsibilities to residents and their representatives.

• Maintain accurate resident admission records and documentation within relevant electronic and paper-based systems.

• Liaise with finance and administration regarding accommodation payments and admission documentation.

• Act as a key point of contact for residents, families, guardians, advocates and support persons throughout the admission and transition process.

• Liaise with hospitals, discharge planners, ACAT teams, healthcare providers and community organisations to support smooth admissions.

• Coordinate and conduct two-week and six-week resident case conferences, including communication with residents, families and the multidisciplinary team.

• Document case conference outcomes and follow up agreed actions.

• Support resident and family satisfaction initiatives and respond professionally to enquiries, concerns and feedback.

• Maintain confidentiality and privacy of resident information.

• Participate in audits, quality improvement activities and initiatives relating to admissions and consumer engagement.

• Certificate IV, Diploma or higher qualification in Business Administration, Community Services, Health Administration, Aged Care or a related discipline. (Desirable but not essential)

• Demonstrated experience in aged care admissions, customer service, healthcare administration or consumer relations.

• Previous experience within Residential Aged Care will be highly regarded.

• Knowledge and understanding of the Australian aged care sector and admission processes.

• Excellent verbal and written communication skills, with the confidence to communicate with residents, families, healthcare professionals and external stakeholders.

• Strong interpersonal skills with an empathetic, compassionate and professional approach.

• Strong organisational and time management skills with the ability to manage multiple priorities.

• High attention to detail and the ability to accurately prepare and manage admission documentation and agreements.

• Ability to confidently manage enquiries, concerns and sensitive conversations with residents and families.

• Understanding of person-centred care principles.

• Proficiency in Microsoft Office and electronic client/care management systems.

• Knowledge of the Aged Care Quality Standards.

• Knowledge of AN-ACC funding and current aged care reforms will be highly regarded.

• Previous experience coordinating case conferences or multidisciplinary meetings will be advantageous.

• Strong focus on team collaboration

• Supportive management team

• Not-for-profit salary packaging

• Professional development opportunities

• Employee Assistance Program