Duty Care Manager

Care Connect - Community Care Provider; Geehi; Hybrid; AUD 90,000 - 115,000; Full time

Benefits offered by this job

Competitive salary package

NFP salary packaging benefits

Hybrid working from Bella Vista

EAP

Health & wellbeing benefits

Learning & development

Job summary

Care Connect in Bella Vista, NSW is seeking a dedicated Duty Care Manager to provide national Duty Care Management support within the Support at Home program. You will cover for colleagues, manage escalations, and ensure safe, person-centred care when a Care Manager is unavailable.

This full-time maximum-term contract runs through to October 2027 and offers hybrid work from the Bella Vista office, a supportive team, and opportunities for ongoing learning.

Qualifications

• 3+ years in Care or Case Management or similar role.
• Experience in the Support at Home program and/or home care service delivery.
• Excellent customer service and stakeholder management.
• Ability to manage escalations and complex situations.
• Strong documentation and administration skills.
• Experience with client management systems and databases.
• Strong verbal and written communication.
• Organisational and time management capabilities.
• Ability to work collaboratively within a national team.

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 client handovers and transitions with Care Managers.
• Maintain continuity of care and service delivery for clients.
• Ensure services meet program guidelines and duty of care obligations.
• Identify, manage and escalate risks appropriately.
• Maintain accurate client records and documentation.
• Collaborate with internal teams, clients, families and providers.
• Contribute to quality improvement initiatives and service excellence.

Skills

Care Management

Case Management

Support at Home

Customer Service

Stakeholder Management

Escalation Handling

Documentation

CRM systems

Communication

Time Management

Team Collaboration

Education

Nursing

Allied Health

Social Work

Community Services

Job 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 escalate 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

Successful candidates will be required to provide:

• 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.