Central Phone Administration Officer

North Western Office – Flemington (VIC)

Full Time Basis

INTERNAL ONLY

• Competitive pay rates: $35.69 - $36.46 per hour (dependent on qualifications) + superannuation
• Full Time ongoing basis – 2 positions available
• Based at our North Western Office in Flemington (VIC)

Your new role

We’re seeking two confident and organised professionals to join our Home Support Team as Central Phone Administration Officers, based at our North Western office. These two newly created, critical roles will support all Home Support regions and offices on a full-time basis and play a key part in shaping a fresh, innovative approach to how we deliver services.

As the central point of contact for all Home Support enquiries including Care Management, Rostering, and Support Services, you’ll be at the frontline of a transformative project. You’ll manage incoming calls and emails, resolve queries, and guide complex matters to the right teams. Using participant dashboards to inform your responses, you’ll deliver clear, helpful assistance to participants, staff, and stakeholders.

This is a unique opportunity to help trial and refine a new model of service delivery. If you’re someone who enjoys building from the ground up, thrives on learning through challenges, and wants to be part of a team that’s rethinking how we support our communities—this is your chance to make a real impact.

Your duties and responsibilities will include the below:

• Manage and triage calls as per central phone reception workflow model.

• Assess the nature of each enquiry and route calls to the appropriate department or individual (including Case Managers and Care and Support Workers, Rostering, Home Support Management, Support Services, and/or other Wintringham services).
• Document all client contacts as case notes.

• Contribute to a collaborative, team-based service approach by serving as the primary contact for all incoming enquiries and ensuring effective call direction.
• Attend face-to-face training sessions and on-site meetings at various locations.
• Remain up to date with industry standards and best practices to support ongoing professional development.
• Practice open communication and proactively participate in problem solving, where issues or areas of disagreement arise.
• Undertake other administrative duties as directed by the Project Officer – Quality Team and/or Manager - Home Support.
• The Project Officer – Quality Team will oversee the establishment of this new exciting service and provide initial management to staff.

We are looking for candidates with the following:

• Qualification in Office or Business Administration, Community Services or equivalent
• Phone crisis management, assessment, triage, and/or referral.
• Demonstrated experience in an administrative or phone-based reception role.
• Ability to prioritise and triage complex enquiries in a fast-paced environment.
• Knowledge of current participant management systems eg Epicor, Quick Notes, Riskware, GoldCare.
• Ability to work with a range of external stakeholders and agencies, ability to liaise with providers to address issues or concerns as needed.

This sounds great! How do I apply?

For more information about the role, you can download a copy of the Position Description here

Applications can be directed to Thuan Quach (Project Officer – Quality Team) and submitted via the Wintringham website

Please upload your CV and Cover Letter in PDF format. 

Applications close Thursday 20^th of November 2025 at 5pm

We are committed to providing an inclusive workplace that embraces diversity of backgrounds and differences, our Inclusion Statement may be accessed here. We encourage applications from First Nations people, people living with disability, LGBTIQA+ and people from culturally diverse backgrounds. Please contact us if you require any adjustments to participate in the recruitment process at inclusion@wintringham.org.au