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, productive 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 professional clarity.




- Escalation & Triage: Immediately identify and elevate 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,

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