Support Partner (Case Manager)

HomeMade, Mable, Leap in! and Mable Direct are entities under the Attain Healthtech Group of companies. While our companies are diverse, three similarities bind us: 1. We exist to create lasting, positive change across the entire care and support sector - impacting more lives, elevating standards and shaping the future of care 2. We believe in technology as an enabler 3. We’re driven by helping customers attain better outcomes This position is part of the HomeMade team. **About HomeMade** HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams. Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds. By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others. To find out more, visit **About the role** 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. ### 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.