Support Partners manage Home Care Package customers, focusing on individual case management, relationship building, and education for self-management in a hybrid work environment.
HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us:
1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care
2. We believe in technology as an enabler
3. We’re driven by helping customers attain better outcomes
This position is part of the HomeMade team.
About HomeMade
HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams.
Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds.
By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others.
To find out more, visit https://homemadesupport.com.au/
About the role
As HomeMade grows and scales at a rapid rate, we are looking for multiple Support Partners to join our team.
Our Support Partners play a critical role in the ongoing assessment and monitoring of our customer's needs to support customers to achieve their goals to live an independent, safe, and fulfilling life at home.
Through the provision of individualised case management, you will build relationships with customers and families, including through educating them on options for self-management, completing comprehensive assessments and reviews, responding appropriately to changed needs with updated support plans, and providing guidance and enablement for them to effectively implement their agreed plans.
We work in a virtual environment which means your excellent rapport-building skills, consultative manner, and aged care knowledge will immediately add value to our customers. This also enables you to work flexibly with a mix of home and office to have a great work-life balance.
Key Responsibilities
- Managing your own caseload of Home Care Package customers who use one of HomeMade’s self-management options, delivering high-quality care and support.
- Helping customers build confidence and capability to manage their own care, including using the HomeMade Customer Portal and connecting with their preferred support providers.
- Using education tools and resources to guide customers and encourage them to get the most out of the HomeMade platform.
- Working with customers and their representatives to complete assessments and develop personalised support plans that promote independence and safety, based on their goals and risk profile.
- Creating and reviewing care budgets in partnership with customers to ensure their Home Care Package funds are being used effectively.
- Responding to changes in customer needs, and updating care plans and support arrangements as required.
- Keeping accurate and up-to-date records, including case notes, support plans, and contact logs.
- Monitoring how customers use their funding, and ensuring spending aligns with their agreed support plan and budget.
- Handling customer communications, including emails, phone calls, requests, and referrals, in a timely and professional manner.
- Collaborating with other teams – including Onboarding, Service and Support, and Clinical – to provide a seamless experience for the customer.
- Contributing to quality and safety improvements, including identifying risks and participating in improvement initiatives.
- Taking inbound calls when needed, and supporting both proactive and reactive customer interactions.
- Delivery of all services in accordance with the Aged Care Act and Aged Care Quality Standards.
Skills and Experience
- You’re a natural relationship-builder warm, empathetic, and able to gain trust quickly.
- You thrive on delivering exceptional customer service and want to create real impact in people’s lives.
- You’re confident discussing budgets and can explain financial concepts in a simple, supportive way.
- You love problem-solving and are calm, organised, and decisive under pressure.
- You’re passionate about supporting people to live independently, and you take a goal-oriented approach to planning care.
- You’re tech-savvy and comfortable learning new systems – experience with Google Suite, Salesforce, or contact centre platforms is a plus.
- Experience in case management, aged care, or customer support is preferred – but more importantly, you're motivated by helping others and eager to learn.
The values we live by
Put People First 🫶🏼
People and relationships matter most.
Foster Freedom 🪁
Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions.
Do The Right Thing 💖
Be fair, honest, open, ethical, and transparent.
Be Bold 💡
With a vision to imagine and create a brighter future.
Our benefits
Power your career ⚡️
Learn from industry experts, experienced leaders, and on-the-job opportunities.
Access parental leave 👶
Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation.
Work with flexibility 🏠
We’re a hybrid workplace, balancing time in the office with remote work.
Flexi Leave Days 🌴
Get one extra paid leave day per quarter for what makes you happy.
Take a floating public holiday 🫶🏾
Acknowledge a significant day your way with family and friends.
Be rewarded 🏆
Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program.
We are one
As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply.
If this role has stood out to you but you don’t feel like you ‘tick all the boxes,’ we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation!
Top Skills
Cloud-Based Contact Centre Software
Google Suite
Salesforce
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