Live Well Home & Community Services is a trusted provider of in-home aged care, supporting older Australians to live independently, safely, and with dignity. We deliver services across Victoria, NSW, and ACT, supporting clients across multiple communities.

We are a growing organisation with a strong focus on service excellence, client experience, and sustainable growth. We foster a culture of accountability, teamwork, and continuous improvement, where every team member plays a valued role in achieving meaningful outcomes for our clients.

We’re looking for a proactive and compassionate Intake Officer to be the first point of contact for clients seeking aged care support. This is a dynamic role combining client engagement, coordination, and conversion, where your ability to connect with people and deliver a seamless onboarding experience will directly impact lives.

About the Role

As an Intake Officer, you will play a critical role in supporting prospective clients and their families from their first enquiry through to service commencement. You’ll manage incoming leads, assess client needs, and coordinate care services — all while ensuring a smooth, supportive, and professional experience.

Whilst our support office is in Heidelberg, this is a predominantly community-based role, with daily travel required to attend client onboardings, community engagements, or networking opportunities.

Key Responsibilities

Lead Management & Conversion

- Respond to enquiries via phone, email, website, and referral platforms

- Assess eligibility, care needs, and funding (Transitioned HCP, Support At Home, and private)

- Follow up leads consistently and convert enquiries into consultations and active services

- Schedule in-home or virtual onboardings

Client Engagement & Coordination

- Guide clients and families through the intake process

- Provide clear information on services, pricing, and funding options

- Prepare onboarding documentation including consent forms, service agreements,



risk assessments and client onboarding packs (with admin support)

- Coordinate with operations to ensure smooth service commencement

- Escalate complex cases where required to managers

Stakeholder Engagement

- Build relationships with Hospitals, GPs, My Aged Care, Single Assessment Services teams, and community organisations

- Attend networking events and community expos

- Provide insights into market trends and client needs

Administration & Compliance

- Maintain accurate CRM records and documentation

- Track enquiry and conversion metrics

- Ensure compliance with Aged Care Standards and privacy requirements

About You

You are a confident communicator who thrives on building trust and delivering results. You’re organised, proactive, and genuinely care about improving client outcomes.

You will bring:

- Minimum 2+ years’ experience in aged care, home care, disability services, customer service or health administration

- Understanding of aged care funding (Support at Home and Transitioned HCP)

- Strong ability to convert enquiries into clients (sales or intake experience highly regarded)

- Excellent communication and relationship-building skills

- High attention to detail and strong organisational skills

- Experience using CRM systems

- Driver’s licence and willingness to travel daily across Greater Melbourne and fortnightly to Geelong

Desirable (but not essential)

- Certificate III/IV in Aged Care, Community Services or Business

- Experience with My Aged Care portals and familiarity with systems like HubSpot or Lookout Way

- Experience working with seniors, CALD communities and vulnerable communities

Why Join Us?

- Be part of a growing, purpose-driven organisation

- Make a real difference in people’s lives every day

- Supportive and team-oriented team environment

- Opportunity to develop your skills in both client services and growth

Apply Now!

If you’re ready to take on a rewarding role where client care meets impact and growth, we’d love to hear from you. Submit your resume today and be part of a team that puts people first.

📌 Client Intake Officer - In-home Aged Care (Heidelberg)
🏢 Aequra
📍 Heidelberg