Support Partner (Case Manager)

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.