Client Engagement Officer - Aged Care Home Care

at; City of Melbourne; On-site; AUD 30,000 - 60,000; Full time

Job summary

A leading aged care organization in Melbourne is looking for a Client Engagement Officer. You will be the first point of contact for clients, ensuring they receive exceptional support and building important relationships. The ideal candidate has a Certificate III in Aged Care or Community Services and excellent communication skills. This role requires proactive problem-solving and a passion for making a difference in the lives of older Australians.

Qualifications

• Extensive experience in the aged care sector.
• Ability to adapt to changing priorities.
• Knowledge of referral processes is highly desirable.

Responsibilities

• Drive engagement for aged care – home care clients.
• Lead the onboarding experience for new clients.
• Build integral relationships with aged care stakeholders.

Skills

Exceptional communication skills

Organisational and time management skills

Proficiency in Microsoft Office

Ability to build strong relationships

Education

Certificate III in Aged Care/Community Services

Tools

My Aged Care portal

Client Management systems

Job description

Client Engagement Officer - Aged Care Home Care

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Make a real difference every day. Join a team that cares as much as you do.

Summary

Are you ready to take on a pivotal role in a fast-growing organisation that’s redefining aged care services? Xanadu Group is seeking a passionate and proactive Client Engagement Coordinator - Aged Care Home Care to be the first point of contact for our aged care clients and their families. This is not just about onboarding – it’s about building integral relationships, creating exceptional experiences and ensuring every client feels supported and connected to the care they deserve.

If you thrive in a dynamic environment, have a heart for aged care, and want to make a real difference in the lives of older Australians, we’d love to hear from you!

With services spanning across high-care NDIS participants, Out of Home Care (Child Protection related services), and Aged Care – Home Care, with operations in Melbourne, Perth, and regional WA, this role offers an exciting opportunity to contribute to strategic growth and impact lives of some of the most vulnerable in our communities.

Key Responsibilities:

• Drive exceptional engagement for aged care – home care clients, ensuring a seamless and supportive experience from initial contact through ongoing service delivery.
• Lead the onboarding experience for new aged care – home care clients, managing referrals, intake and service coordination.
• Communicate with empathy and clarity, understanding individual needs and goals using a person-centred approach.
• Build integral relationships with aged care stakeholders, including hospitals, service providers, community organisations and referral networks.
• Collaborate strategically with internal teams and external partners to ensure seamless service delivery.
• Navigate key systems such as My Aged Care and Client Management platforms to manage enquiries and track service demand.
• Ensure accuracy and compliance when establishing service agreements and maintaining data integrity.
• Identify opportunities to strengthen aged care – home care client engagement and expand service reach through trusted relationships and community connections.
• Contribute to growth by identifying trends and opportunities in the aged care – home care for organisational growth.

To succeed in this role, you will need:

• Certificate III in Aged Care/Community Services (or equivalent).
• Extensive experience in aged care sector, ideally complemented by some exposure to disability, health, or a related sector, with a strong understanding of client value.
• Ability to build strong relationships in Perth and regional WA and bring in new aged care – home care clients.
• Exceptional communication skills with the ability to build rapport and trust with clients and families and industry stakeholders.
• Strong organisational and time management skills, with a proactive approach to problem-solving.
• Ability to thrive in a fast-paced environment and adapt to changing priorities.
• Proficiency in Microsoft Office and experience using client management systems.
• Knowledge of My Aged Care portal and referral processes (highly desirable).

Registrations and Licences

• National Police Clearance
• Current Driver’s Licence
• Proof of right to work in Australia

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