Join Our Growing Team at Holstep Health!
Applications Close: 21/08/2026
Brief Description:
The Carer Gateway is a service delivery model (Integrated Carer Support Service or ICSS) that has been designed to assist individuals in their role as unpaid carers. The Carer Gateway ensures that the needs of carers are placed at the centre of service delivery to assist them in their caring responsibilities.
YOUR RECENT ROLE:
The Senior Registration Officer is responsible for the day to day support of the Carer Response Officers (CROs) who work within the Intake and Registration function of the Carer Gateway. Working in conjunction with other Senior Registration Officers, this role provides formal and informal support and supervision, coordinates rosters, supports the management of escalating calls, and drives team and individual performance to ensure a quality and efficient service. The Senior Registration Officer brings subject matter expertise to the function, leading by example and being a trusted key point of contact for CROs. The primary focus of the Intake and Registration service is to undertake the registration process for Carers, which includes providing appropriate information about the Carer Gateway. The service is also responsible for managing emergency respite for Carers. These are critical service delivery functions at the beginning of a Carer's experience with the Carer Gateway.
YOU WILL BE RESPONSIBLE FOR:
Facilitates the day to day delivery of Victorian Carer Gateway Intake and Registration, information provision and emergency respite functions.
Provides leadership, supervision, coaching and ongoing development for Carer Response Officers (CROs) to maintain exceptional customer service standards.




Coordinates team rosters and workforce resources to ensure adequate phone coverage, service continuity and timely responses to carers.
Oversees the use of brokerage in purchasing and delivering respite and support services to carers
Spends a portion of the working week directly handling inbound and outbound calls, providing direct registration support to Carers
Works with consortia partner peers in managing complex, high-risk and crisis situations, acting as the first point of escalation and facilitating emergency responses where required.
Contributes to policy and process development to ensure best practice approaches are implemented in supporting carers.
Supports the Registration Centre Lead to create and implement Activity Work Plans and Carers Division program plans.
Conduct quality assurance activities, including file reviews, call coaching and compliance monitoring, to promote best-practice service delivery.
On-call
Participate in a rotating after-hours roster including weeknights (5pm-8am), weekends and public holidays
Act as the escalation point for external service providers outside of operating hours
Acting as the primary point of contact for complex issues as defined by the After Hours Operational Guidelines - Carer Gateway Service




Providing clinical or operational direction to staff during non-standard hours to ensure service continuity and safety.
WHAT YOU NEED TO SUCCEED:
Tertiary qualifications in Business Administration/ Management or extensive experience in a similar role.
Demonstrated experience in leading teams to deliver quality client services, intake and registration functions.
Demonstrated knowledge and understanding of the community care sector, including the complex challenges faced by carers of people with a disability, chronic illness, mental health condition and frail aged.
Proficiency in the use of information and communication technologies.
Demonstrated ability to interpret reports from client management systems to inform best practice in a contact centre workplace (including review monthly statistics to support individual and team performance)
Excellent organisational and interpersonal skills, e.g. negotiation, problem solving capacity, communication and planning skills.
Proficient in workforce resource management
WHAT WE OFFER:
Generous salary packaging
Flexible work arrangements
Opportunities for additional leave
Important Recruitment Notice:
Holstep Health will only contact candidates via an official email address ending in @holstephealth.org.au. Any requests for personal information will only occur at the appropriate stage of the recruitment and onboarding process and will be issued via secure systems.
At Holstep Health, we celebrate diversity and inclusion and encourage applications from people of all backgrounds, religions, sexual orientations, ages and genders. We value the unique perspectives each individual brings to our team.
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📌 Senior Registration Officer (Melbourne)
🏢 Holstep Health
📍 Melbourne