As the Aged Care Client Coordinator, you will be a key point of contact for clients, families, carers, service providers and community organisations. You will coordinate client enquiries, referrals, intake and ongoing service delivery across our aged care programs, ensuring services remain responsive, person-centred and aligned with individual client needs.
Key responsibilities
Manage the My Aged Care Portal for all enquiries and referrals to BMFS for meals and other services
Manage referrals from Support at Home, NDIS and other community health professionals for meals and other services
Complete the intake of all clients (meals, restaurant, social support and meal preparation) to BMFS in a timely manner
Liaise with Support at Home and NDIS providers to obtain appropriate approval for package funding
Create and manage quotes for NDIS participants for meals approvals
Create and manage Support at Home contracts and other documents to ensure smooth provision of services
Respond to funding enquiries from clients and providers
Complete client payments over the phone and record in Polixen
Act as the primary point of contact for clients and their representatives
Facilitate 2- and 6-weekly check in calls to new clients to ascertain satisfaction with meals and services
Coordinate yearly reassessments of all clients via phone call or home visit
Deactivate clients who have discontinued with the service and manage client suspensions within Polixen
Create new client files on Polixen and assist clients with commencement of services
Ensure all client information and documentation is managed and stored securely
Assist in the creation and implementation of marketing initiatives to attract new meal delivery clients
Update the My Aged Care Portal with relevant client service changes
Respond to changes in client circumstances
Provide information and referrals to clients on other local community services available




Assist with clients who are not meeting their invoice payment requirements and manage hardship applications and outcomes
Manage complex client needs and work with relevant staff to ensure that the service is meeting client needs
Manage the needs of high-risk clients and work one on one to create support plans
Ensure all customer records are kept up to date and make appropriate changes to client information in a timely manner
Receive, investigate and respond to client feedback
Provide initial welcome and government required paperwork to all clients after intake
Assist administration staff and office volunteers with meal delivery processing as required
Attend each community restaurant on a quarterly basis to liaise with current and new clients and intake new clients as appropriate
Plan and assist in the implementation of relevant restaurant activities
Maintain a wait list of clients for seniors cooking group and manage the rotation of attendees each term
Coordinate social support referrals and intake process
Conduct home visits with prospective clients and complete risk assessment
Assess individual goals, needs and wellbeing outcomes
Develop, implement and maintain individual social support plans
Review and update social support plans annually
Determine matching requirements for social support participants
Facilitate volunteer and client first meeting, alongside Aged Care Manager
Conduct first visit follow up and monitoring
Address client concerns and support needs in a timely manner
Manage client safety concerns and elevate issues as required
Build and maintain relationships with other service providers and community organisations




Attend relevant training and seminars to keep abreast of latest developments within the aged care sector
Promote a positive, responsive and person-centred client experiences
Monitor client satisfaction, feedback and service outcomes
Conduct an annual client satisfaction survey
Identify opportunities to improve client services and support pathways
Contribute client data, statistics and insights for reporting purposes
Develop and maintain strong relationships with clients, families, carers, service providers and community organisations
Comply with Safe Work arrangements in accordance with the Work Health and Safety Policy
Report any injury, incident, or hazard to your supervisor
Comply with all Blue Mountains Food Services Policies and Procedures including the Code of Ethics Agreement and Confidentiality Agreement
Maintain privacy of all volunteer, client, NDIS participant and employee information and comply with Blue Mountains Food Services Privacy Policy and the Privacy Act
About you
Solid client coordination and management experience
Strong time management skills including prioritising workloads
Experience working in a busy environment and able to cope well under pressure
Experience in juggling multiple responsibilities
High level written and verbal communication skills
Strong understanding of the principles and processes of the aged care system
Ability to build relevant networks
Experience working with a CRM system
Sound Microsoft Office skills
Knowledge of the regulatory and compliance regimes governing community organisations
Strong alignment with Blue Mountains Food Services values
Understanding of the reform environment in aged services and its impact on small to medium organisations (desirable)
Relevant tertiary qualifications (desirable)
About us
Blue Mountains Food Services Inc. (BMFS) is a not for profit, non-government organisation that provides valuable community service to residents living in the Blue Mountains local government area.
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📌 Aged Care Client Coordinator (Sydney)
🏢 Blue Mountains Food Services
📍 Sydney