Service Confirmation Officer

About the role

The Senior Service Confirmation Officer supports the daily operations of the Service Confirmation team at Wellways, ensuring timely, high-quality services for carers accessing Carer Gateway Services. Reporting to the Service Confirmation Coordinator, this role provides frontline guidance to Service Confirmation Officers, assisting with complex queries and acting as the first point of escalation for carer complaints. They will oversees workload management, inbox coordination, and monthly data health, while also conducting call quality checks, data entry audits, and Carelink data reviews. They facilitate individual and group supervision sessions to support staff development and contribute to team meetings and operational planning. Working closely with internal stakeholders, the Senior Service Confirmation Officer ensures that assessment and planning processes run effectively. They foster an environment that is welcoming, real, and empowering for carers, ensuring services are carer-focused, practical, flexible, and inclusive. To be successful in this role, you will need: Certificate IV or above in Community Services or equivalent relevant industry experience Ability to work with, and take calls from, carers in various states of mental health distress, and or experiencing challenging situations Previous experience working in the community services/human services field (justice, support worker, alcohol, and other drugs, aged care, children services etc) Excellent communication and interpersonal skills Right to work within Australia Current valid Driver's Licence and the ability to undertake some travel NDIS Worker Orientation Module Certificate (free online course) Satisfactory National Police Records Check NDIS Worker Screening Check Working with Children's Check (Employee/Paid)

Benefits

Additional Information

Wellways is committed to reconciliation, lived experience and inclusivity. We strongly encourage and warmly welcome people from Aboriginal and Torres Strait Islander communities, people with a lived experience of mental health and disability and people who identify as LGBTIQA+ to apply. Even if you only meet some of the criteria, we'd love to hear from you. Build a rewarding career with an organisation that truly puts people first! SCHADS Level 3B ($38.65 ph) + Super + Salary packaging benefits Full time opportunity based in Upper Mount Gravatt QLD About the program Carer Gateway was first introduced in 2015 as a website and phone line to help carers find and access support to help them in their caring role. With the Australian Government's commitment to continue improving carer services, an extensive four-year consultation process with carers and the sector was undertaken. This process found that the best way to support carers is to help them early in their caring role. Through a range of tailored supports and services, carers can be supported to manage their daily challenges, reduce stress, plan for the future and ultimately improve their wellbeing.

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