Are you looking to join a friendly and dedicated team who is committed and supported? Are you looking to make a difference to people in our care? Then you should apply for this role. Please note that it is a requirement that staff working in a residential aged care environment, be fully vaccinated against COVID-19 at time of commencing employment.

POSITION DESCRIPTION

Position Title

Home Care Services - Assistant to Care Coordinator

Location

Albury

Status

Full-Time or Part-Time

Reporting to

Home Care Services Manager Lutheran Aged Care - Overview

Lutheran Aged Care (LAC) Albury is a significant service organisation providing a range of aged care services across a number of facilities and the community designed to meet customer needs. LAC is an independently run, Not for Profit Company primarily funded by the Commonwealth. The organisation has a business structure incorporating the Lutheran Church of Australia (NSW district), the Board of Governance and Chief Executive Officer.

Reporting to this structure is Administration & Finance, Hotel Services, Property & Maintenance, Pemberton View Retirement Village, Support Services (including pastoral care and volunteer coordination), Home Care, Dellacourt, Yallaroo and Emily Gardens residential care facilities. LAC employs approximately 350 staff (including casuals) comprising nursing, personal care, maintenance, management and administrative staff.

Role Objective The Assistant to the Care Coordinator supports the daily operational delivery of home care services across Albury and surrounding districts. The primary focus of this role encompasses responsive front-line telephone contact, dynamic workforce rostering, and collaborative operational support. Working in close partnership with the Care Coordinator, this role ensures all client visits are scheduled reliably, support workers' contracted hours and award requirements are met, incoming client inquiries are resolved promptly, and services are delivered in line with Lutheran Aged Care's regulatory requirements, Mission, Vision, and Values.

Key Result Areas & Responsibilities

Rostering and Service Scheduling (Core Priority)

- Roster Construction & Maintenance: Build, coordinate, and maintain accurate rosters for support workers using the organisation's scheduling software.
- Client-Worker Alignment: Match support workers to clients based on assessed care needs, preferences, language, geographical efficiency, and required competencies.
- Award & Contract Compliance: Ensure scheduled hours meet support workers' contracted hours and comply strictly with relevant Enterprise Agreement / Modern Award provisions (including shift lengths, minimum engagements, travel time, and fatigue break rules).
- Roster Disruption Management:



Rapidly manage unallocated shifts, unexpected leave, sick calls, and schedule adjustments to ensure 100% service continuity for clients.
- Brokered Care Coordination: Assist in coordinating brokered and external service delivery within the assigned area in consultation with the Care Coordinator.

Telephone Triage and Client Communication
- Inquiry Management: Act as the welcoming, efficient first point of contact for daily telephone inquiries from clients, family representatives, advocates, and field staff.
- Client & Carer Liaison: Address schedule changes, visit cancellations, queries, and feedback with patience, empathy, and skilled clarity.
- Escalation & Triage: Immediately identify and escalate clinical issues, client welfare concerns, or complex care queries to the Care Coordinator or Quality & Clinical Leadership Registered Nurse.
- Documentation: Record detailed, accurate client notes, contact summaries, and communication logs in the electronic client management system.

Team Work and Operational Support
- Collaborative Delivery: Work cohesively within the Home Care team, actively supporting colleagues and cross-covering scheduling tasks during peak demands or leave.
- Reporting & Briefing: Keep the Care Coordinator consistently updated on roster availability, capacity constraints, and service completion status.
- Coordinator Assistance: Assist the Care Coordinator with administrative aspects of client onboarding, service agreements, and periodic review preparations.
- On-Call Support: Participate in the rostered on-call rotation as required to ensure after-hours operational support.

Technology & Administration
- System Maintenance: Operate and maintain electronic care management, rostering, and client billing systems with high accuracy.
- Operational Reporting: Review roster reports to monitor unassigned hours, overtime triggers, and travel allowances prior to payroll finalisation.
- Data Integrity & Privacy: Maintain strict confidentiality and adhere to Australian Privacy Principles and aged care compliance guidelines.

Work Health & Safety
- Duty of Care: Take reasonable care for personal health and safety and ensure actions or omissions do not adversely impact others.
- Safe Rostering: Monitor rosters to prevent worker fatigue, unsafe scheduling runs, or excessive travel demands.
- Incident Reporting:



Immediately report hazards, incidents, client emergencies, or injuries to the Care Coordinator and WHS/HR teams; participate in incident investigations as directed.
- Continuous Quality Improvement: Actively participate in WHS consultations, emergency drills, and continuous quality improvement audits.

Personal Qualities

- Honesty, initiative, reliability and discretion
- Leadership ability and team participation
- Effective communication and interpersonal skills
- Empathy and consideration for older persons
- Willingness to develop professionally
- Self motivation and organisation
- Flexibility and responsiveness
- Commitment to own professional development

Selection Criteria

Essential

- Demonstrated experience in staff rostering/scheduling and administration.
- Robust interpersonal and communication skills with a clear, polite telephone manner and active listening abilities.
- Proven capability to build constructive relationships and work collaboratively in a fast-paced and demanding team environment.
- Demonstrated understanding of Enterprise Agreements, Modern Awards (relevant to the sector e.g., SCHADS), and compliant scheduling practices relevant to the sector.
- Highly developed technology skills including experience with rostering packages, client databases, and Microsoft Office suite of products.
- Working knowledge of the Aged Care Act, Aged Care Quality Standards, and consumer-directed care philosophy.

Desirable

- Certificate III or IV in Individual Support (preferable), Community Services, Business Administration, or equivalent qualification.
- Demonstrated experience in staff rostering, scheduling, and general office administration within a community care or healthcare environment.

Relationships Internal: Care Coordinator, Home Care Services Manager, Support Workers, Quality & Clinical Leadership RN, HR/Payroll, Finance, and Customer Support Teams.

External: Home Care consumers, families, primary carers, approved brokers, allied health contractors, and emergency services when required.

Acknowledgement

I acknowledge that I have read, understood, and accept the responsibilities and expectations outlined in this Position Description. I agree to carry out my duties in accordance with Lutheran Aged Care's values, policies, and regulatory obligations.

______________________________ ______________________________

Employee Name, Sign & Date Manager Name, Sign & Date

Lutheran Aged Care Albury has been looking after people in the Albury area since 1959. We are committed to service excellence and care for people. inspired by our values. We are an Equal Opportunity Employer who employ people based on their merits and passion for caregiving.

📌 Assistant Care Coordinator (City of Albury)
🏢 Lutheran Aged Care Albury
📍 City of Albury