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

Strong client coordination and management experience

Strong time management skills including prioritising workloads

Experience working in a busy workplace 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 (Lawson)
🏢 Blue Mountains Food Services
📍 Lawson