Support at Home Intake Officer

Beenleigh & Districts Senior Citizens Centre; Logan City; On-site; AUD 55,000 - 75,000; Full time

Job summary

Beenleigh & Districts Senior Citizens Centre in Beenleigh, QLD, is seeking a dedicated Support at Home Intake Officer. This full-time role handles enquiries, referrals and onboarding for aged care services, ensuring a welcoming and efficient first experience for clients and families.

You will manage intake processes, coordinate appointments, and collaborate with Care Partners and internal teams to deliver high-quality, client-centered service. A proactive, empathetic approach is essential.

Qualifications

• Experience in aged care, community services or a client-focused environment.
• Strong customer service and administration skills.
• Excellent verbal and written communication.
• Ability to manage multiple enquiries and priorities with accuracy.

Responsibilities

• Managing incoming enquiries and referrals for Support at Home services.
• Providing clear and friendly information about YLC's services to prospective clients and families.
• Supporting clients through intake and onboarding from initial enquiry to service commencement.
• Reviewing referral and client information and obtaining/recording required documentation.
• Liaising with clients, families, Care Partners and internal teams.
• Coordinating initial appointments, assessments and onboarding activities.
• Assisting clients to understand available services and next steps in their aged care journey.
• Maintaining accurate client information in management systems.

Skills

Customer service

Administration

Communication

Organisation

Attention to detail

Multitasking

Empathy

Tools

MS Office

Client management systems

Job description

Beenleigh & Districts Senior Citizens Centre – Beenleigh QLD

Your Lifestyle Centre @ Beenleigh
Aged Care | Community Services | Client Intake & Onboarding

Full-Time| Monday - Friday | 8am - 4pm

Are you an organised, compassionate and customer-focused professional who enjoys helping people navigate aged care services?

Your Lifestyle Centre @ Beenleigh (YLC) is seeking a Support at Home Intake Officer to join our team. This is an important frontline role responsible for supporting older people and their families through the initial stages of accessing services, providing a welcoming and responsive experience from their first enquiry through to commencement of services.

Support at Home – Intake Officer

Your Lifestyle Centre @ Beenleigh
Aged Care | Community Services | Client Intake & Onboarding

Full-Time| Monday - Friday | 8am - 4pm

Are you an organised, compassionate and customer-focused professional who enjoys helping people navigate aged care services?

Your Lifestyle Centre @ Beenleigh (YLC) is seeking a Support at Home Intake Officer to join our team. This is an important frontline role responsible for supporting older people and their families through the initial stages of accessing services, providing a welcoming and responsive experience from their first enquiry through to commencement of services.

Why Join YLC?

At Your Lifestyle Centre @ Beenleigh, we are a community-focused, not-for-profit organisation committed to supporting older people to remain independent, connected and living well in their own homes and community.

You’ll join a supportive team where your role has a direct impact on the experience of our clients and their families. We're looking for someone who wants to help us continue building a responsive, welcoming and high-quality Support at Home service.

About the Role

As our Support at Home Intake Officer, you will be a key point of contact for new and prospective clients. You will manage enquiries, referrals and the intake process, working closely with clients, families, Care Partners and our operational teams to ensure new clients are onboarded efficiently and have a positive introduction to YLC.

You will have a strong understanding of customer service and administration, with the ability to confidently communicate with older people and their families while managing multiple priorities and maintaining accurate records.

Key responsibilities will include:

• Managing incoming enquiries and referrals for Support at Home services.

• Providing clear and friendly information to prospective clients and their families about YLC's services.

• Supporting clients through the intake and onboarding process from initial enquiry through to service commencement.

• Reviewing referral and client information and ensuring required documentation is obtained and accurately recorded.

• Liaising with clients, representatives, families, Care Partners and internal teams.

• Coordinating initial appointments, assessments and other onboarding activities.

• Assisting clients to understand available services, service arrangements and the next steps in their aged care journey.

• Maintaining accurate and timely client information within our client management systems.

• Monitoring new referrals and following up outstanding information to minimise delays in service commencement.

• Ensuring intake processes comply with organisational procedures and relevant aged care requirements.

• Providing warm and professional customer service, particularly when supporting clients or families who may be unfamiliar with the aged care system.

• Contributing to continuous improvement of YLC's intake and onboarding processes.

About You

We are looking for someone who is approachable, organised, proactive and genuinely passionate about providing a great client experience.

You will ideally have:

• Experience in aged care, community services, health, disability or a similar client-focused environment.

• Previous experience in intake, client services, administration, care coordination or customer service.

• An understanding of the Support at Home program and the Australian aged care sector would be highly regarded.

• Excellent verbal and written communication skills.

• Strong administration and computer skills with the ability to learn new systems quickly.

• Excellent attention to detail and record-keeping skills.

• The ability to manage multiple enquiries and priorities while meeting deadlines.

• Confidence communicating with older people, families and a variety of internal and external stakeholders.

• A professional, empathetic and solutions-focused approach.

• The ability to work effectively both independently and as part of a multidisciplinary team.

• Australian Drivers License

• Police check or willingness to obtain