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Navigator Lead

Independent Living Assessment

Independent Living Assessment (ILA) is a for-purpose organisation based in Perth, Western Australia. ILA's vision is for a community where everyone is able to make genuine and informed decisions on how to live independently. Our purpose is to provide nationally competitive and individualised supports, knowledge, and tools that enable and enhance living well in the community through delivery of a range of assessment, navigation, and community and sector capacity building initiatives. 

ILA has recently been funded by the Commonwealth Government to develop and deploy a digital suite of solutions initiative that’s focused on providing older people with early access to ageing well strategies and low risk assistive technology information to assist their activities of daily living, therefore assisting them to remain living at home for longer and preventing their premature access to aged care services and supports.


We are currently looking for a Navigator Lead to support the Navigation Program and lead a small team of Navigators to deliver information, advice and navigation services to people accessing the digital suite of solutions. Reporting to the Growth and Innovation Lead, this role will be instrumental in setting up the service delivery framework and technical solution and ensure user-centric design and customer satisfaction.

  • Lead the implementation and coordination of a navigation service team
  • Design and develop phone and email support resources for navigators
  • Explore and create user journey mapping to capture customer experiences and ensure continuous improvement
  • Work within a multi-disciplinary team including ICT to ensure infrastructure set up and processes
  • Supervise, train, support Navigators and develop a training package and standard response templates
  • Maintain a database and undertake key stakeholder engagement activities as required.
  • Develop and maintain a culture of innovation and best practice across the navigator team.


The successful candidate will bring energy and passion to this area. They will have excellent interpersonal skills with the ability to build relationships and liaise with leaders and key stakeholders. Strong written communication skills including the ability to write reports, templates, and training documents. Sound computing skills (including Microsoft office suite, databases or/and CRM) and the ability to prioritise and meet deadlines. A sound understanding of the customer relationship journey and understanding of My Aged Care, NDIS and/or disability sectors (desirable, not essential). Experience working in phone support environments (desirable) and a passion to lead a team and assist them to grow and meet their potential whilst supporting the group to meet the project outcomes.


  • Strong positive culture, modern building, and amenities
  • Flexible work arrangements
  • Working with a diverse and motivated team of professionals and support staff
  • Ongoing support and professional development
  • Competitive salary and generous salary packaging provisions – Tax benefits!
  • Additional 3.5 days leave (pro-rata)
  • Health & Well-being Program including flu vaccination and EAP support
  • Rewarding work and being part of an organisation that makes a difference to peoples' lives and independence.

We reserve the right to commence interviewing before the closing date 

If you wish to discuss the position, please contact Kristy Harper, Growth and Innovation Manager, on kristy.harper@ilaustralia.org.au, using the subject line: Navigator Lead enquiry via EthicalJobs or 08 6202 4700.

We value our people at ILA and strive to have a positive and adaptive culture, one that aligns with our values; so cultural fit is just as important to us as qualifications, technical skill and experience. Values: Passion, Integrity, Embracing and Authentic

We promote and support diversity and inclusion in our workplace and encourage all diversity groups to apply. If you require any additional support during the recruitment/interview phase, please contact hr@indigosolutions.org.au

Thank you for your interest in ILA and time taken to apply for this role.

A valid police check and COVID-19 vaccination is a pre-requisite of commencing in this position at ILA.

How to apply

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