Job Description
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.
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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.
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About the role
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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.
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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.
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Key responsibilities
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Front of house
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Welcoming residents, families, visitors and contractors, and keeping reception warm and well presented
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Managing the switchboard, taking accurate messages and directing calls
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Running the visitor sign-in register in line with screening, infection control and evacuation requirements
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Handling mail, deliveries and resident correspondence
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Settling current residents in
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Being there on admission day to greet the resident and family, and introduce them to the Clinical and Lifestyle teams
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Checking rooms are prepared and welcome materials are in place
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Showing residents and families around and orienting them to routines, meals and activities
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Checking in through the first 4-6 weeks to catch and resolve any settling-in issues
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Raising any clinical, emotional or social concerns with the Clinical team and Operations Manager
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Ongoing resident and family liaison
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Coordinating day-to-day requests - hairdresser, podiatry, transport, personal purchases
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Booking appointments with GPs, allied health and external providers, and communicating arrangements to everyone involved
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Receiving feedback, compliments and complaints, documenting them properly and escalating promptly
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Supporting residents to access their rights under the Charter of Aged Care Rights
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Helping with resident meetings, family forums, newsletters and social events alongside the Lifestyle team
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Supporting residents and families with care and discretion during periods of declining health, hospital transfers and end of life
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Administration
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Maintaining accurate resident files and keeping the resident management system current
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Manage the resident leave register and notifying Services Australia within required timeframes
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Provide administrative support to the Operations Manager and Clinical team, including preparing correspondence, meeting agendas, minutes and reports.
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Maintain stationery, office supplies and printer / equipment in working order, raising maintenance requests as needed.
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Compliance and quality
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Working within the Aged Care Act and Aged Care Quality Standards
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Complying with WHS responsibilities, including reporting hazards and incidents, and following infection prevention procedures
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Participating in emergency drills and acting as a communication point during incidents
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Supporting accreditation preparation, audits and continuous improvement
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Completing mandatory training, including SIRS and elder abuse awareness
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About you
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Experience in reception, customer service or administration, ideally in aged care, healthcare or another human-services setting
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A warm, empathetic and professional manner with older people and their families
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Strong organisational skills and the ability to prioritise at a busy front desk
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Confident computer skills across Word, Outlook and Excel, and the ability to pick up resident management and rostering systems
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Accurate written communication across forms, records and correspondence
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A firm commitment to confidentiality and privacy
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Full working rights in Australia
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Current National Police Check (or willingness to obtain)
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Up-to-date influenza and COVID-19 vaccinations as required
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Nice to have
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A clinical or nursing background, or experience working alongside clinical teams
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Familiarity with the Aged Care Quality Standards and Charter of Aged Care Rights
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First Aid and CPR
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Current driver's licence
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What we offer
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Training, support and room to grow within the organisation
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A genuinely rewarding role in a close, supportive team

📌 Resident Services Officer (Gold Coast)
🏢 TALENTLINK PLUS
📍 Gold Coast