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Carer Response Officers

Merri Health
  • Preston, Melbourne VIC
  • Customer Service - Call Centre (Call Centre & Customer Service)
  • 12 Month Fixed Term Contract (Full-Time)
  • Multiple roles available on weekdays and weekends.
  • $71.000 to 73.000 per year

Your new organisation

Carer Gateway introduces a range of tailored supports and services to help carers manage their daily challenges, reduce stress and plan for the future. This includes national, state and regionally based services at a national level, services delivered centrally include:

  • The Carer Gateway website
  • Phone counselling
  • On-line self-guided coaching
  • An on-line peer support community forum, and on-line skills courses.

At a state level in Victoria, the Carer Gateway provides:

  • A centralised intake and registration process
  • Emergency respite
  • Carer engagement
  • Service mapping
  • Training and development

At a regional level, the Carer Gateway will respond to the specific needs of their communities by providing:

  • Carer support planning
  • In-person peer support
  • In-person counselling
  • Carer directed packages and
  • In-person carer coaching

Merri Health and its consortium partners (Alfred Health, Ballarat Health Services, Barwon Health, Bendigo Health Care Group, Goulburn Valley Family Care Inc. and Uniting (Victorian and Tasmania) Ltd.) have been chosen by the Commonwealth to deliver the new Carer Gateway in Victoria.

Reporting to the Team Leader - Carer Response, this role:

  • Undertakes the day to day Carer Gateway Intake and Registration functions for the state of Victoria.
  • Ensures a consistent and effective experience for clients of the Care Gateway.
  • Facilitates the process for each individual carer through the Intake and Registration Stage when a carer may present with an enquiry or request, which includes:
    • Assessing urgency and emergency circumstances.
    • Determining carer eligibility to access support services.
    • Completing registration details of the carer and their situation.
    • Establishing a record of the carer in the Client Information Managemen System (CIMS) to support ongoing management of support services and monitoring of carer wellbeing, post-delivery of service
    • Providing carers with information and advice, tailored to their needs and circumstances of arranging and coordinating brokered respite services for carers who are experiencing a crisis or emergency, ensuring contracts have been established with Merri Health prior to using a brokered provider or assisting carers to access planned respite funded through other sources, e.g. My Aged Care/NDIS/State- Funded programs.
  • Provides immediate support to carers in distress or in complex caring roles by collecting information to facilitate immediate transfer to appropriate escalation point or emergency service.
  • Ensures that referrals are made in a timely manner to service providers and Merri’s consortia partners.
  • Adhere to the Intake and Registration Operation Manual including the principles underpinning the Carer Support Planning Framework.
  • Ensures positive relationships with all key stakeholders including relevant government services, consortia partners, service providers and key referrers, including internal colleagues.
  • Maintain timely and accurate documentation and carer records.
  • Provide an excellent level of customer service to all callers into the Carer Gateway. Second language Desirable. Certificate IV in Disability, Community Care or equivalent. Knowledge of the Carer Support Framework for Integrated Carer Support Services (ICCS)
  • Experience in a client service delivery role and knowledge of intake and registration functions to obtain accurate information.
  • Knowledge of the community care sector, including the challenges faced by carers of people with a disability, chronic illness, mental health condition and the aged.
  • Proven ability to foster and maintain relationships with internal and external stakeholders and to relate to and work effectively with a diverse range of individuals and communities.
  • Organisational and interpersonal skills, e.g. negotiation, problem solving, time management.
  • Proficiency in the use of Information and Communication technologies.


We offer a diverse, inclusive and flexible environment which encourages you to bring your whole self to work. As the successful applicant you’ll be joining an organisation where you will be supported to grow, learn and develop your skills to reach your potential. You will also have access to generous salary packaging, purchase leave and flexible work arrangement options.


Please click the Apply Now button to submit your application.

Please view the position description and further application details, attached.

Please take some time to learn more about us on our website.


Preferred candidates will be subject to comprehensive reference and pre-employment background checking conducted by Merri Health prior to an offer of employment, including criminal record history check, NDIS worker screening and other employee screening and credential checks as determined by the position description.

All candidates must have the right to work in Australia. Merri Health is an equal opportunity employer and is committed to ensuring a safe environment for children and young people.

We encourage individuals of diverse backgrounds including but not limited to those from the Aboriginal and/or Torres Strait Islander, Culturally and Linguistically Diverse, the LGBTIQA+ community and those living with a disability to apply.

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