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Support Partner (Case Manager)

mable
Sydney, Brisbane, Melbourne
•On-site•
Full-time
•
Posted almost 2 years ago
HomeMade Care Management
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Job Description

As HomeMade continues to grow at pace, we’re looking for passionate Support Partners to join our team. In this role, you’ll play a key part in empowering customers to live independently, safely, and meaningfully at home.
 
By building trusted relationships, completing comprehensive assessments, tailoring support plans, and guiding families on options for self-management, you’ll ensure customers receive the right support at the right time.
 
Working in a virtual-first environment, you’ll bring strong rapport-building skills, aged care knowledge, and a consultative approach, while enjoying the flexibility to balance working from home with time in the office.

Responsibilities

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.

    • Ready to Apply?

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