About us

Gratitude Home Care and NorthPoint Disability are part of one Preston-based care group helping older people, people with disability and veterans live well at home. Gratitude Home Care is a registered Support at Home provider known for transparent pricing, choice of support worker and continuity of care. NorthPoint Disability is a registered NDIS provider delivering core and high-intensity supports, SIL/SDA, community nursing, support coordination and plan management, plus DVA community nursing for veterans.

About the role

As our Client Care Partner, you will be the trusted partner for current and existing clients and their families across both brands. You will guide people from their first enquiry and stay with them as their ongoing partner. You will work out the right pathway (Support at Home, NDIS or DVA), explain funding and fees clearly, and build a safe, realistic care plan.

This role is an integral part of our operations and retention strategy. You will work every day with our Clinical team and Service Coordination team as one care team. This is a needs-based role, not a hard-sell role. We want people to choose us, and stay with us, because we are the right fit.

What you'll do

- Respond to enquiries and referrals (My Aged Care, NDIS, DVA, hospitals, GPs and partners) and book consultations quickly
- Meet clients and families in their homes, by phone or video, and complete needs and clinical risk assessments
- Explain Support at Home, NDIS and DVA funding, fees and service options in plain language
- Build care plans and budgets, and prepare service agreements
- Spot clinical needs early (falls, medication, wounds, cognition, high-intensity supports) and escalate risks
- Stay with clients after services begin as their ongoing partner,



working closely with our Clinical and Service Coordination teams
- Join care plan reviews, track how clients use their funding, and support reassessments and NDIS plan reviews when needs change
- Run regular check-ins, resolve concerns early, and help shape our client retention strategy
- Build referral relationships with hospitals, GPs, allied health, support coordinators, LACs and community groups
- Keep accurate CRM records and report on enquiries, conversions and retention each month

About you

- Experience in intake, assessment, case management or care planning in aged care, NDIS, community care or health
- Sound knowledge of Support at Home, My Aged Care and the NDIS
- Experience keeping clients engaged over time (case management, account management or retention)
- A warm, confident communicator who can handle sensitive conversations with empathy
- Organised and detail-focused, comfortable with CRM systems and targets
- A team player who works well with clinical and service coordination teams
- Current full driver licence and a reliable, insured vehicle
- NDIS Worker Screening Check and National Police Check (or willing to obtain)
- Australian working rights

Highly regarded

- Registered Nurse or Enrolled Nurse (current AHPRA registration), or an allied health qualification
- Experience in community nursing, DVA, discharge planning or disability high-intensity supports
- A second language or experience with culturally diverse communities

Pay: $68,880.00 – $90,480.00 per year

Application Question(s):

- Very well spoken in English

Experience:

- Aged Care/NDIS: 2 years (Required)

Licence/Certification:

- Driver Licence (Required)

Work Authorisation:

- Australia (Required)

Willingness to travel:

- 75% (Required)

Work Location: In person

📌 Client Care Consultant (Preston)
🏢 Latitude Care
📍 Preston