HELF Co-Ordinator, NSW

Aeralife; Sydney; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Staff development opportunities

Travel support

Novated leasing and vehicle financing

Discounted private health insurance

Salary packaging benefits

EAP

Job summary

Aeralife NSW is seeking a compassionate HELF Coordinator to support residents and families across NSW communities, coordinating Higher Everyday Living Fee services that enhance wellbeing, independence and daily living.

Reporting to the General Manager Client Services, you will work closely with Residential Managers and care teams to drive resident engagement, conduct consultations, manage service activations and maintain HELF records with accuracy while travelling between sites to promote

Qualifications

• Experience in aged care admissions and resident engagement.
• Strong customer service and communication skills.
• Understanding of aged care funding and legislation.
• Knowledge of the AN-ACC funding model.
• Ability to travel across New South Wales.

Responsibilities

• Provide exceptional customer service to residents and families regarding HELF services.
• Guide residents through service options and associated costs.
• Facilitate resident consultations and compliant financial discussions.
• Coordinate service agreements, subscriptions, purchase orders and service activation.
• Maintain accurate HELF records, registers and reporting.
• Deliver on-site education, support and guidance across NSW communities.

Skills

Aged care admissions

Resident engagement

Customer service

Sales or similar role

Relationship-building

Tools

CRM systems

Microsoft Office

Job description

Help residents access services that enhance comfort, choice and quality of life.

Are you an experienced aged care professional who enjoys building relationships, supporting families and helping residents get the most from their aged care experience?

Aeralife is seeking a compassionate and customer-focused HELF Coordinator to support our New South Wales communities. This rewarding role provides the opportunity to work closely with residents, families and care teams to coordinate Higher Everyday Living Fee (HELF) services that enhance residents' wellbeing and everyday living experience.

Working across multiple communities, you'll play a key role in promoting service options, facilitating resident consultations and ensuring a seamless experience for residents accessing additional lifestyle and wellbeing services.

Why Join Aeralife NSW?

• Work across a growing network of aged care communities throughout NSW
• Competitive remuneration package with incentive opportunities
• Travel support provided
• Supportive and collaborative leadership team
• Ongoing learning and professional development opportunities
• Stable employment with a respected aged care provider
• Opportunity to make a meaningful difference in residents' lives every day

What We Offer

• Grow Your Own Staff Referral Program – earn rewards for referring quality candidates to join our team
• Ongoing learning and professional development opportunities to support your career growth
• A positive, inclusive and highly supportive workplace culture built on our values of Passion, Innovation, Empathy and Respect
• Employee Assistance Program (EAP) offering confidential wellbeing and counselling support for you and your immediate family
• Salary packaging benefits to help maximise your take-home pay
• Novated leasing and vehicle financing options
• Discounted private health insurance
• Exclusive employee discounts and lifestyle benefits including travel, holidays, technology, electronics, home appliances and home essentials through our Aeralife Benefit Partners Program
• Staff values and service awards that recognise individual and team achievements

The Opportunity

As a HELF Coordinator, you will play an important role in supporting residents and families to understand, access and enjoy the additional services available through Aeralife's Higher Everyday Living Fee program. Reporting to the General Manager Client Services, you will work collaboratively with Residential Managers and care teams to drive resident engagement while ensuring compliance with aged care requirements.

This role combines relationship management, customer engagement, administration, education and travel across NSW communities. It is ideal for someone who enjoys working directly with people, delivering exceptional customer experiences and making a genuine impact on resident wellbeing.

Key Responsibilities

You will:

• Provide exceptional customer service and support to residents and families regarding HELF services.
• Guide residents through available service options and associated costs.
• Facilitate resident consultations and compliant financial discussions.
• Coordinate service agreements, subscriptions, purchase orders and service activation.
• Maintain accurate HELF records, registers and reporting.
• Conduct annual and ad hoc service reviews.
• Identify opportunities to improve resident engagement and service uptake.
• Deliver on-site education, support and guidance across NSW communities.
• Build strong working relationships with Residential Managers, care teams and support functions.
• Support continuous improvement initiatives that enhance the resident experience.

About You

You are a people-focused professional who enjoys building trusted relationships and helping residents make informed decisions about their care and lifestyle services. You communicate with warmth, professionalism and empathy, while maintaining strong attention to detail and organisational skills.

To Be Successful, You Will Have

• Experience in aged care admissions, resident engagement, customer service, sales or a similar role.
• Understanding of aged care services, funding and relevant legislation.
• Knowledge of the Australian National Aged Care Classification (AN-ACC) funding model.
• Excellent communication and relationship-building skills.
• A warm, empathetic and customer-focused approach.
• Strong organisational skills and the ability to manage competing priorities.
• Experience using CRM systems and Microsoft Office applications.
• Ability to work independently and collaboratively with multiple stakeholders.
• Willingness to travel throughout New South Wales.
• Current NDIS Worker Screening Check or willingness to obtain one.
• Full Australian working rights.

About Aeralife NSW

Aeralife's New South Wales communities provide welcoming environments where residents feel respected, connected and empowered to live well. Working across metropolitan and regional locations, you'll have the opportunity to support residents in accessing services that enhance comfort, independence and quality of life.

About Aeralife

Aeralife is a proudly Australian-owned aged care provider with more than 20 years of experience delivering high-quality residential aged care services. Our commitment to Passion, Innovation, Empathy and Respect guides everything we do and supports our mission of creating communities where residents feel valued, respected and connected.

If you're looking for a rewarding role where you can combine customer service, relationship management and aged care experience to make a positive difference in residents' lives, we'd love to hear from you.

Due to the high volume of applications, only shortlisted candidates will be contacted.