We're looking for someone warm, organised and genuinely good with people to join a residential aged care provider in Runaway Bay as a Resident Services Officer.

This could be a lovely fit for someone with a clinical or nursing background looking for a change of pace. You’ll be just as close to the residents and their families, looking after them from the front desk rather than the floor.

About the role

This is a role for someone who enjoys being the friendly, dependable presence residents and families come to rely on, and who takes pride in keeping things running properly behind the scenes.

You'll be the first point of contact for residents, families and visitors, and the one who carries a resident's experience from the day they move in. It's front-of-house and administration combined, and it suits someone who wants to know residents and their families rather than work in a large, layered organisation.

Key responsibilities

Front of house

Welcoming residents, families, visitors and contractors, and keeping reception warm and well presented

Managing the switchboard, taking accurate messages and directing calls

Running the visitor sign-in register in line with screening, infection control and evacuation requirements

Handling mail, deliveries and resident correspondence

Settling new residents in

Being there on admission day to greet the resident and family, and introduce them to the Clinical and Lifestyle teams

Checking rooms are prepared and welcome materials are in place

Showing residents and families around and orienting them to routines, meals and activities





Checking in through the first 4-6 weeks to catch and resolve any settling-in issues

Raising any clinical, emotional or social concerns with the Clinical team and Operations Manager

Ongoing resident and family liaison

Coordinating day-to-day requests - hairdresser, podiatry, transport, personal purchases

Booking appointments with GPs, allied health and external providers, and communicating arrangements to everyone involved

Receiving feedback, compliments and complaints, documenting them properly and escalating promptly

Supporting residents to access their rights under the Charter of Aged Care Rights

Helping with resident meetings, family forums, newsletters and social events alongside the Lifestyle team

Supporting residents and families with care and discretion during periods of declining health, hospital transfers and end of life

Administration

Maintaining accurate resident files and keeping the resident management system current

Manage the resident leave register and notifying Services Australia within required timeframes

Provide administrative support to the Operations Manager and Clinical team, including preparing correspondence, meeting agendas, minutes and reports.

Maintain stationery, office supplies and printer / equipment in working order, raising maintenance requests as needed.





Compliance and quality

Working within the Aged Care Act and Aged Care Quality Standards

Complying with WHS responsibilities, including reporting hazards and incidents, and following infection prevention procedures

Participating in emergency drills and acting as a communication point during incidents

Supporting accreditation preparation, audits and continuous improvement

Completing mandatory training, including SIRS and elder abuse awareness

About you

Experience in reception, customer service or administration, ideally in aged care, healthcare or another human-services setting

A warm, empathetic and professional manner with older people and their families

Solid organisational skills and the ability to prioritise at a busy front desk

Confident computer skills across Word, Outlook and Excel, and the ability to pick up resident management and rostering systems

Accurate written communication across forms, records and correspondence

A firm commitment to confidentiality and privacy

Full working rights in Australia

Current National Police Check (or willingness to obtain)

Up-to-date influenza and COVID-19 vaccinations as required

Nice to have

A clinical or nursing background, or experience working alongside clinical teams

Familiarity with the Aged Care Quality Standards and Charter of Aged Care Rights

First Aid and CPR

Current driver's licence

What we offer

Training, support and room to grow within the organisation

A genuinely rewarding role in a close, supportive team

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📌 Resident Services Officer (City of Gold Coast)
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📍 City of Gold Coast