The Voice of ACNA – Client Services and Support Coordinator

Join us and shape the future for older australians

In a sector that's constantly evolving, demand for our high-quality services is growing, and so are we. We believe in making an impact that lasts — and we're looking for resourceful, resilient, forward-thinking individuals to help us do just that.

ACNA doesn’t just adapt to change — we lead it. Whether it’s navigating major aged care reforms, embracing new digital assessment tools, or reimagining how we work, we’re committed to creating a workplace that thrives on innovation, empathy, and purpose.

what is the role?

Embark on something a little different to your current customer service role. Work in an organisation that is supporting reform and change in our aged care sector through delivering a great experience as people enter the aged care system.

We have amazing teams across Australia that deliver assessment and case management services…and our most important team is the first voice our clients hear…our central client services and support team who accept referrals, complete the bookings and handle all client enquiries.

What does this look like? Here is a typical week:

• Create a great client experience by resolving inbound calls from existing clients, new clients, service providers, referrers, assessors and team leaders.
• Provide support to assessment agency managers, team leaders and assessors by assisting in processing of documentation such as referrals.
• Allocate appointments to assessors in negotiation with clients, carers and their families to ensure quality and timely assessments are carried out.
• Support efficient scheduling by matching client location to assessor availability.
• Further support the client experience by contacting service providers to follow-up on linking and referrals.
• Demonstrate your professional skills by maintaining data integrity to ensure all information is entered and stored accurately.

Who are we looking for?

You are a great communicator, an independent worker (and really love being part of a wider team) and are ready to spend your days on the phone to connect clients with a great assessor to ensure their experience as they enter aged care is the best it can be.

People will have called you all sorts of different names. Authentic. Fun. Genuine. Brilliant. Approachable. Helpful. Caring. Lovely. Relentless. A little bit cheeky.

We want to ensure you are a great fit for ACNA and are looking for people that align with our values of supporting people to be their best and always striving to learn, improve and grow. Hiring people whose values align with ours enables us to build awesome teams who create the best outcomes for our clients.

Before starting work with us, as part of the compliance process, you will need to undertake a national police check, complete a pre-placement health questionnaire and undergo reference checks, provide evidence of your COVID-19 and Influenza vaccinations.

Why Join us now?

• Purpose-Driven Work: Your contributions will directly impact the lives of older Australians, their families and communities.
• Competitive salary: $37.41 per hour including generous salary packaging benefits of up to $15,899 per year plus guaranteed superannuation.
• Vacancy Type: 2 x full time, ongoing positions.
• Location: Sutherland office in Sydney.
• Work Environment: Office-based. You’ll work closely alongside your team to ensure effective collaboration and seamless support from your team leader.

WHAT does it take to do what we do?

3 things. People. People and people.

First, only hire in the words of our clients – “amazing, beautiful souls” and never break that rule! Our recruitment process is unashamedly tough (and our training even tougher!) because what we do at ACNA is a privilege – not an obligation. Think that's you? Then join us!

We can only achieve when our teams are truly reflective of the diverse communities we serve. The more diverse and inclusive our teams, the better we are at serving people from every background. We love all ages and life stages. If you need a little flexibility and want to be part of a team that bubbles with life experiences, that’s us!

Let's Build Something Together That Matters

If you're ready to turn uncertainty into possibility, click "Apply now".

No letter or response to selection criteria is required, but do be ready to attach your CV. Without the Type form, your application will not be received and therefore not processed.

Once we receive your application we will contact you about the next stages of the process – usually within a week but it could be faster! Our recruitment process is a little different to most. We use lots of activities to give you an opportunity to understand how we work and your typical day. We start to get to know you through your application, then we move into group video discussions (GVDs) and end the process with a few hours of activities so you can show us what you are made of.

Key dates:

• We will host 1-hour online Group Video Discussions (GVDs) between 3 -10 November 2025.
• If you're successful in the GVD phase you'll be required to attend our in-person Recruitment Centre (about 2 hours in total) on Wednesday, 12 November 2025 in our Sutherland office in Sydney.
• Compliance checks take roughly 5-10 business days to complete.
• If successful, your start with us will be from Wednesday, 10 December 2025.

Questions?

Learn more about ACNA but inserting our website link into your browser - www.acna.org.au.

If you have anything you would like clarified, please email [email protected] using the subject line: Contact Centre - Client Services and Support Coordinators x2 enquiry via EthicalJobs or call 1300 972 920 to discuss.

A position description is attached.