Dementia Consultant - Helpline

About the Company

About the Role

Responsibilities

• ● Engage with HammondCare's Mission in Action, Model of Care, and DSA Case Management Framework, ensuring adherence to all relevant guidelines, policies, and procedures.
• ● Assess clients where behavioural changes impact care, providing practical strategies and resources to support individual needs.
• ● Build the capability of aged care staff and carers through tailored advice, training, and best practice recommendations for supporting people living with dementia.
• ● Deliver services via phone, Telehealth, or email in line with DSA's psychosocial case management principles.
• ● Promote understanding of dementia and ensure care aligns with best practice and operational requirements of the DSA framework.
• ● Enhance professional knowledge through team communication, education, and mentoring within the Dementia Centre and HC Connect (Salesforce) systems.
• ● Meet regularly with the Helpline Team Leader to review performance, receive feedback, and contribute to service improvement.
• ● Manage complaints and complex situations professionally, escalating issues early to the Team Leader when required.
• ● Collaborate with colleagues to collect, analyse, and report call and Live Chat data, identifying trends and opportunities for improvement.
• ● Problem-solve and implement service enhancements across the Helpline and Live Chat teams.
• ● Maintain accurate, secure, and up-to-date records in the CRM system.
• ● Contribute to continuous improvement and best practice through participation in forums, meetings, working groups, and projects.
• ● Engage in peer review and quality assurance, including triage and documentation audits, and participate actively in team meetings, supervision, and development activities.
• ● What we need from you
• ● Extensive knowledge of the types of dementia, their presentation, and strategies to manage behaviour changes.
• ● Excellent problem solving, analytical and decision-making skills.
• ● Professional, patient and empathetic phone manner, with great customer service skills.
• ● Able to prioritise multiple tasks and meet deadlines.
• ● Great written communication and report-writing skills.
• ● Comfortable working with databases and online client management systems.

Benefits

• ● Work standard business hours, with the opportunity to pick up additional shifts overnight or on weekends.
• ● Earn market-leading remuneration, with salary packaging included - 15,900 tax-free annually for living expenses, plus up to 2,650 tax-free each year for entertainment benefits.
• ● A family-friendly workplace, with paid parental leave, partner leave and grandparent leave.
• ● Hybrid working - mix your office days with a couple of days per week from home.
• ● Professional development, including uni scholarships, comprehensive in-house training, and support to attend external conferences, workshops, and training courses relevant to your role.
• ● Twice-yearly Reward and Recognition program
• ● Free independent and confidential counselling sessions and free wellbeing resources and webinars available through our Employee Assistance Program.
• ● Extra perks - Fitness Passports, and discounts from MyCar, JB Hifi, The Good Guys and health insurance plans.