Client Engagement Officer

Client Engagement Officer

Fernlea Community Care – Pakenham & Surrounds Casual or Permanent Part‑Time | Flexible Hours

Fernlea Community Care is growing and we’re looking for a skilled, relationship‑driven professional to help more people access the care they deserve. If you know the CHSP and Support at Home landscape, understand the My Aged Care Portal and DEX inside‑out and thrive on building networks that convert into real client outcomes, this role is for you.

About the Role

As our Client Engagement Officer, you’ll be the connector between Fernlea and the wider aged‑care ecosystem. Your primary focus is simple and impactful: identify / action referrals and convert them into active Fernlea clients.

You’ll also build and maintain strong relationships with assessors, package managers and health providers, ensuring Fernlea remains top‑of‑mind across the region.

What You’ll Do

• Identify referral opportunities across CHSP, Support at Home, My Aged Care Portal and local health networks

• Convert enquiries into active clients through timely follow‑up and clear communication

• Maintain accurate and compliant reporting

• Build and nurture relationships with assessors, package managers and health providers

• Support client onboarding and service setup

• Maintain ongoing client relationships and assist with contract updates

• Prepare performance and DEX‑aligned reporting

What You’ll Bring

• Considerable experience with the MAC Portal (mandatory) and DEX system (desirable)

• Strong understanding of CHSP and Support at Home funding pathways

• Proven ability to convert referrals into active clients

• Excellent communication and relationship‑building skills

• High attention to detail and confidence managing client documentation

• Ability to work independently and manage flexible workflows

Highly Desirable

• An existing network of assessors, package managers and health providers

• Experience in aged care, community care or health marketing

Why Fernlea?

Fernlea is a respected community care provider known for personalised support, compassion and genuine connection. You’ll join a team that values professionalism, optimism and meaningful impact.

Flexible Working

This role is available on permanent part-time basis, Monday to Friday, with hours negotiated to suit the successful candidate. The primary office location is Pakenham, with occasional work required at our Emerald location.