CHSP Intake Coordinator

VMCH; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Flexible work culture

Salary packaging

Wellbeing initiatives

Paid parental leave

Employee Assistance Program (EAP)

Fitness Passport access

Private health insurance discounts

High-interest savings account via bank

Job summary

VMCH is seeking a CHSP Intake Coordinator to support the Care at Home Growth function, guiding prospective clients from initial contact to service commencement. You will manage regional waitlists, engage with clients to assess needs, and coordinate information and handovers for smooth commencement, while ensuring timely contact and accurate records.

You will collaborate with service delivery, rostering and operations to maximise CHSP utilisation and deliver a positive client experience in a busy

Qualifications

• Demonstrated experience in intake, client coordination or customer service within aged care or regulated services.
• Ability to manage high-volume waitlists and complete timely follow-up with confidential records.
• Strong verbal and written communication; explain eligibility, options, fees and next steps.
• Strong organisational skills with ability to manage competing priorities and deadlines.
• Experience with client management systems and Microsoft Office; ability to learn new systems quickly.
• Ability to collaborate with service delivery and rostering teams to support handovers.
• Knowledge of CHSP, My Aged Care pathways and funding/referral processes is highly regarded.
• Strong interpersonal and influencing skills.

Responsibilities

• Manage allocated regional CHSP waitlists and opportunity lists, prioritising and progressing clients in line with agreed processes and service levels.
• Contact prospective clients to confirm their needs, eligibility and readiness to proceed, clearly explaining service availability and next steps.
• Facilitate service offer acceptance and coordinate the information required to progress clients through to commencement.
• Maintain accurate client, waitlist, contact, acceptance and commencement records and contribute to utilisation and regional reporting.
• Coordinate handovers with Service Delivery, rostering and other relevant teams, escalating capacity, availability or client risk issues where required.

Skills

Intake coordination

Client coordination

Customer service

CRM systems

MS Office

Data accuracy

Stakeholder collaboration

Communication skills

Attention to detail

Time management

Tools

CRM systems

Case management software

MS Office

Job description

• Play a key role in connecting clients with the right care and support
• Coordinate CHSP intake, waitlists and client commencement across Care at Home
• Purpose-led organisation making a meaningful difference in Victorian communities

The position

As a CHSP Intake Coordinator, you will play an important role in supporting VMCH's Care at Home Growth function, helping prospective CHSP clients move smoothly from initial opportunity through to service commencement.

You’ll manage regional CHSP waitlists, engage with prospective clients to understand their needs and readiness, facilitate service offers and coordinate the information and handovers needed for commencement. With a focus on timely client contact, accurate data and a positive client experience, you’ll work closely with service delivery, rostering and operational teams to support effective CHSP utilisation.

VMCH. Flourishing communities, vibrant careers.

At VMCH, the future is bright and rewarding. With us, you’ll combine your strong coordination and communication skills with a hands‑on, outcomes focused approach. You’ll navigate a busy environment, build strong relationships and help prospective clients access services that support their independence and wellbeing.

The responsibilities

• Manage allocated regional CHSP waitlists and opportunity lists, prioritising and progressing clients in line with agreed processes and service levels.
• Contact prospective clients to confirm their needs, eligibility, interest and readiness to proceed, clearly explaining service availability and next steps.
• Facilitate service offer acceptance and coordinate the information required to progress clients through to commencement.
• Maintain accurate client, waitlist, contact, acceptance and commencement records and contribute to utilisation and regional reporting.
• Coordinate handovers with Service Delivery, rostering and other relevant teams, escalating capacity, availability or client risk issues where required.

What’s required

• Demonstrated experience in intake, client coordination or customer service within aged care, community services or another regulated service environment.
• Ability to manage high-volume waitlists, prioritise opportunities and complete timely follow-up while maintaining accurate and confidential client records.
• Strong verbal and written communication skills, with the ability to build rapport and clearly explain eligibility, service options, fees, availability and next steps.
• Strong organisational skills and attention to detail, with the ability to manage competing priorities and meet deadlines.
• Confidence using client management, CRM or case management systems and Microsoft Office applications, with the ability to learn new systems quickly.
• Ability to collaborate effectively with service delivery, rostering and operational teams to support smooth client handovers and commencement.
• Knowledge of CHSP, My Aged Care pathways and relevant aged care funding and referral processes is highly regarded.
• Strong interpersonal and influencing skills.

What’s possible

• Rewarding work, within a supportive environment
• Professional development and career progression opportunities
• Competitive salary + salary packaging (with potential for increased take-home pay)
• Flexible, family friendly work culture
• Wellbeing initiatives and paid parental leave
• Employee assistance program (EAP) for you and close family members
• Enjoy access to Fitness Passport, helping you and your family stay active with heavily discounted access to hundreds of fitness and recreation venues
• Discounts on private health insurance, school holiday programs, car hire and much more!
• Open a high-interest savings account via our banking partner
• Join a place where diversity and inclusion lives, breathes and thrives.

More about us

At VMCH, we believe people should be seen and valued for who they are, not defined by the services they receive. For more than a century, we have been part of Victorian communities, supporting people to live with purpose and connection.

Led by our Catholic tradition, we recognise the inherent dignity and humanity of every person, their individuality, relationships, experiences and the contribution they make throughout their lives.

Across aged care, care at home, disability services, retirement living, specialist education and affordable housing, our role is to help people make their own choices, remain in control of their lives and stay connected to the people, places and communities that matter most to them.

Guided by our values of Love, Joy, Courage and Hospitality, more than 4,000 staff and volunteers support over 15,000 people across Victoria. Together, we create places of belonging where people are respected, included and empowered to live life on their own terms.

Please note successful applicants to this position will be required to provide evidence of relevant work permits or Australian residency, and the necessary screening checks.

Kindly note we do not accept unsolicited resumes, emails and phone calls from Recruitment Agencies.

For the latest VMCH roles, also visit https://careers.vmch.com.au/jobs/search