Job Description

Multicultural Care is a leading not-for-profit organisation providing culturally sensitive home and community-based support to older people, people with disabilities, and their carers. Our mission is to empower individuals from diverse backgrounds to live independently and with dignity. With a strong commitment to cultural inclusivity and person-centred care, we strive to make a positive difference in the lives of our clients and their families.

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About the role

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We are seeking a Client Liaison Officer. This role involves delivering exceptional case management and customer service, promoting our services, resolving client inquiries, and ensuring timely care. The ideal candidate will demonstrate a strong client-centric approach and excellent communication skills. Join us in enhancing client satisfaction and representing Multicultural Care positively!

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Key Responsibility Areas

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- Service Understanding: Demonstrate a strong understanding of Multicultural Care's (MC) service offerings, providing a single access point for client inquiries while ensuring a person-centered approach to meet their needs and preferences.
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- Relationship Building: Build and maintain robust relationships with internal teams and external service providers to enhance collaboration.
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- Referral Management: Maintain and update external referral portals, including intake functions, per program (e.g., My Aged Care).
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- Data Management: Accurately create and maintain data within CRM, CMS, and other relevant systems.
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- Client Communication: Manage all collateral (e.g., new client packs) to ensure timely distribution of relevant information.
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- Call Management: Handle inbound and outbound calls promptly, accurately recording all interactions in compliance with MC policies and procedures.
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- Issue Resolution:



Proactively address and resolve client issues, escalating complaints to the appropriate team leader as necessary.
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- Client Support: Respond to case management, rostering, and client inquiries within a set delegation framework efficiently.
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- Policy Adherence: Adhere to policies and procedures regarding client rights, confidentiality, and privacy in all interactions.
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- Incident Reporting: Complete incident reporting for complaints, incidents, and feedback on the designated management system per policy.
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- Administrative Support: Perform administrative tasks as directed, in line with current policies and procedures.
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- Office Tasks: Assist with office-based tasks, such as maintenance and stationery management.
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- Walk-In Inquiries: Respond to walk-in client inquiries, providing relevant information and assistance.
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What we're looking for

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- Excellent interpersonal and communication skills, with the ability to build rapport and empathise with clients from diverse backgrounds
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- Strong problem-solving and decision-making skills, with the ability to work autonomously and as part of a team
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- Proficient in using various software and digital tools to maintain accurate client records and coordinate services
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- A genuine passion for supporting the wellbeing and independence of older adults and individuals with disabilities
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- Ability to elevate, follow up and provide reminders of outstanding activity
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- Must have current police check
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What we offer

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- Competitive salary and benefits package
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- Ongoing professional development and training opportunities
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- A supportive and inclusive work environment that values diversity and work-life balance
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- Opportunities for career advancement and growth within the organisation
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- Access to employee wellness programs and discounts on a range of products and services
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📌 Client Liaison Officer (Burwood)
🏢 Multicultural Care
📍 Burwood