Duty Care Manager

Care Connect - Community Care Provider; Geehi; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Generous NFP salary packaging

Hybrid working from Bella Vista

Employee Assistance Program (EAP)

Discounted health insurance

Ongoing professional development

Job summary

Care Connect, a leading not-for-profit home care provider, is seeking an experienced Duty Care Manager for a full-time maximum-term contract through to October 2027. The role supports clients, families and care teams across Victoria, NSW and Queensland, with hybrid work from Bella Vista.

You will coordinate client handovers, manage escalations and ensure safe, person-centred services when a Care Manager is unavailable. Strong collaboration and documentation are essential.

Qualifications

• Minimum 3 years' experience in Care Management, Case Management or similar role.
• Strong understanding of the Support at Home program and/or home care service delivery.
• Excellent customer service and stakeholder management skills.
• Ability to manage client escalations and complex situations confidently.
• Strong problem-solving and decision-making skills.
• Exceptional documentation and administration skills.
• Experience working with client management systems and databases.
• Well-developed verbal and written communication skills.
• Excellent organisational and time management capability.

Responsibilities

• Provide national Duty Care Management support across the Support at Home program.
• Manage client escalations and complex enquiries.
• Provide leave coverage and short-term support for unallocated clients.
• Coordinate effective client handovers and transitions with Care Managers.
• Maintain continuity of care and service delivery for clients.
• Ensure services are delivered in accordance with program guidelines and Care Connect's duty of care obligations.
• Identify, manage and elevate risks appropriately.
• Maintain accurate client records and documentation.
• Work collaboratively with internal teams, clients, families and providers.
• Contribute to quality improvement initiatives and service excellence.

Skills

Care management

Case management

Customer service

Stakeholder management

Documentation skills

Team collaboration

Time management

Problem solving

Verbal & written communication

National program experience

Education

Tertiary qualification in Nursing, Allied Health, Social Work, Community Services or related discipline

Tools

Client management systems

Databases

Job description

Description:

Full-Time | Maximum-Term Contract to October 2027 (Maternity Leave Cover)

Bella Vista, NSW | Hybrid Working

Are you an experienced Care Manager looking for an opportunity to make a meaningful difference while working with a supportive and purpose-driven team?

Care Connect is seeking an enthusiastic and client-focused Duty Care Manager to join our national Support at Home team on a full-time maximum-term contract through to October 2027.

Working as part of our centralised Duty Team, you'll provide vital support to clients, families and care teams across Victoria, New South Wales and Queensland, helping to ensure continuity of care and positive client outcomes.

About Us

Care Connect is one of Australia's leading not-for-profit home care specialists, proudly supporting people to live independently, confidently and happily at home.

Since 1994, we've empowered tens of thousands of Australians through personalised care and trusted support. Guided by our CARE values of Collaboration & Courage, Authenticity, Respect and Excellence, we're committed to helping people live life with confidence, connection and purpose.

About The Role

Reporting into our Support at Home team, you'll provide national Duty Care Management support, ensuring clients continue to receive safe, responsive and person-centred services when their allocated Care Manager is unavailable or when additional support is required.

This role is ideal for someone who enjoys variety, problem-solving and working collaboratively across teams to achieve the best outcomes for clients.

Key Responsibilities

• Provide national Duty Care Management support across the Support at Home program.
• Manage client escalations and complex enquiries.
• Provide leave coverage and short-term support for unallocated clients.
• Coordinate effective client handovers and transitions with Care Managers.
• Maintain continuity of care and service delivery for clients.
• Ensure services are delivered in accordance with program guidelines and Care Connect's duty of care obligations.
• Identify, manage and elevate risks appropriately.
• Maintain accurate client records and documentation.
• Work collaboratively with internal teams, clients, families and providers.
• Contribute to quality improvement initiatives and service excellence.

About You

You'll be a compassionate and highly organised Care Manager with a strong understanding of the aged care sector and a passion for helping older Australians achieve their goals.

You enjoy building relationships, navigating complex situations and finding practical solutions that place clients at the centre of everything you do.

To be successful, you will have:

• Minimum 3 years' experience in Care Management, Case Management or a similar role.
• Strong understanding of & experience in the Support at Home program and/or home care service delivery.
• Excellent customer service and stakeholder management skills.
• Ability to manage client escalations and complex situations confidently.
• Strong problem-solving and decision-making skills.
• Exceptional documentation and administration skills.
• Experience working with client management systems and databases.
• Well-developed verbal and written communication skills.
• Excellent organisational and time management capability.
• Ability to work collaboratively within a national team environment.
• Tertiary qualifications in Nursing, Allied Health, Social Work, Community Services or a related discipline.

What's in it for You?

• Competitive salary package.
• Generous NFP salary packaging benefits to boost your take-home pay.
• Hybrid working arrangements based from our Bella Vista office.
• A supportive, collaborative and values-driven team.
• Ongoing learning and professional development opportunities.
• Employee Assistance Program (EAP).
• Discounted health insurance and wellbeing benefits, including Fitness Passport.
• The opportunity to make a genuine difference in the lives of older Australians every day.

Employment Requirements

• Current Police Check
• Working with Children Check
• Evidence of the right to work in Australia

As part of our recruitment process, candidates will be required to complete psychometric assessments.

We understand the benefits that a diverse workforce brings to our diverse community of clients. Care Connect is an inclusive, Equal Opportunity employer. We encourage applications from all members of the community including First Nations peoples, people from culturally and linguistically diverse backgrounds, LGBTQIA+ people, mature-aged workers and people living with disability.