Support Partner (Case Manager)

Mable; Melbourne; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Hybrid workplace

Parental leave

Flexi Leave Days

Floating public holiday

Reward and Recognition program

Job summary

HomeMade is seeking passionate Support Partners to empower customers to live independently and safely at home. You will build trusted relationships, conduct comprehensive assessments, tailor support plans, and guide families on self-management across a virtual-first, hybrid work model.

In this role, you will collaborate with Onboarding, Service and Support, and Clinical teams to deliver high-quality, compliant care and improve outcomes for older people within HomeMade’s care ecosystem.

Qualifications

• Experience in case management, aged care, or customer support is preferred.
• Ability to build quick rapport and trust with customers.
• Comfort discussing budgets and explaining financial concepts clearly.
• Strong organisational skills and calm under pressure.

Responsibilities

• Manage a caseload of Home Care Package customers using self-management options.
• Help customers build confidence to manage their own care and use the HomeMade portal.
• Guide customers and families on self-management options.
• Develop personalised care plans aligned with goals and risk profiles.
• Create and review care budgets with customers to optimise funds.
• Update care plans in response to changing needs.
• Maintain accurate records and logs.

Skills

Relationship building

Exceptional customer service

Budget discussion ability

Problem solving

Independent planning

Tech-savvy

Aged care knowledge

Learning new systems

Tools

Google Suite

Salesforce

Contact centre platforms

Job description

HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us:

• We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care
• We believe in technology as an enabler
• We’re driven by helping customers attain better outcomes

About HomeMade

HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams.

Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds.

By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others.

To find out more, visit https://homemadesupport.com.au/

About The Role

As HomeMade continues to grow at pace, we’re looking for passionate Support Partners to join our team. In this role, you’ll play a key part in empowering customers to live independently, safely, and meaningfully at home.

By building trusted relationships, completing comprehensive assessments, tailoring support plans, and guiding families on options for self-management, you’ll ensure customers receive the right support at the right time.

Working in a virtual-first environment, you’ll bring strong rapport-building skills, aged care knowledge, and a consultative approach, while enjoying the flexibility to balance working from home with time in the office.

Key Responsibilities

• Managing your own caseload of Home Care Package customers who use one of HomeMade’s self-management options, delivering high-quality care and support
• Helping customers build confidence and capability to manage their own care, including using the HomeMade Customer Portal and connecting with their preferred support providers
• Using education tools and resources to guide customers and encourage them to get the most out of the HomeMade platform
• Working with customers and their representatives to complete assessments and develop personalised support plans that promote independence and safety, based on their goals and risk profile
• Creating and reviewing care budgets in partnership with customers to ensure their Home Care Package funds are being used effectively
• Responding to changes in customer needs, and updating care plans and support arrangements as required
• Keeping accurate and up-to-date records, including case notes, support plans, and contact logs
• Monitoring how customers use their funding, and ensuring spending aligns with their agreed support plan and budget
• Handling customer communications, including emails, phone calls, requests, and referrals, in a timely and professional manner
• Collaborating with other teams - including Onboarding, Service and Support, and Clinical - to provide a seamless experience for the customer
• Contributing to quality and safety improvements, including identifying risks and participating in improvement initiatives
• Taking inbound calls when needed, and supporting both proactive and reactive customer interactions
• Delivery of all services in accordance with the Aged Care Act and Aged Care Quality Standards.

Skills And Experience

• You’re a natural relationship-builder warm, empathetic, and able to gain trust quickly
• You thrive on delivering exceptional customer service and want to create real impact in people’s lives
• You’re confident discussing budgets and can explain financial concepts in a simple, supportive way
• You love problem-solving and are calm, organised, and decisive under pressure
• You’re passionate about supporting people to live independently, and you take a goal-oriented approach to planning care
• You’re tech-savvy and comfortable learning new systems - experience with Google Suite, Salesforce, or contact centre platforms is a plus
• Experience in case management, aged care, or customer support is preferred - but more importantly, you’re motivated by helping others and eager to learn

The values we live by

Put People First

People and relationships matter most.

Foster Freedom

Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions.

Do The Right Thing

Be fair, honest, open, ethical, and transparent.

Be Bold

With a vision to imagine and create a brighter future.

Values we share as part of Attain Healthtech

Break New Ground

We simplify care with creativity and bold ideas.

Make It Matter

We put people at the centre and create impact that improves lives.

Own The Outcome

We aim high, deliver excellence and drive results that last.

Our benefits

• Power your career
• Access parental leave Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
• Work with flexibility We’re a hybrid workplace, balancing time in the office with remote work.
• Flexi Leave Days Get one extra paid leave day per quarter for what makes you happy.
• Take a floating public holiday Acknowledge a significant day your way with family and friends.
• Be rewarded Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.

We are one

As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.

If this role has stood out to you but you don’t feel like you ‘tick all the boxes,’ we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation!

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.