Carer Support Planner (Carer Gateway)

at  LiveBetter

ABOUT US:

LiveBetter Community Services is one of the largest human services providers in regional Australia. Our core business
is customer-focused in-home and accommodation services. Additionally, we provide support to customers through a
broad range of child and family services, Out of Home Care, community transport, home modification and
maintenance, and clinical services. We operate from more than 40 locations across regional New South Wales,
Queensland, and Victoria, providing support and employment to people in the communities we serve.
We take a person-centred approach to our service delivery. This means ensuring our contact with customers is caring
and empathetic, providing both psychological and emotional safety, and of practical assistance to help people live
their best lives.

SERVICE DESCRIPTION

To improve support for carers, the government researched and engaged with stakeholders over four years to re-
design services. This has resulted in the development of the Carer Gateway model. This introduces a range of
tailored carer supports and services designed to reduce carer stress, increase resilience, and help carers plan for the
future. The approach includes national and regionally based services.
Within the Carer Gateway a network of 16 Service Delivery Partners was established across Australia to deliver
localised and targeted support to carers.

POSITION DESCRIPTION

The Carer Support Planner fulfils a vital role within the Service Delivery Partners facilitating the Carer Support
Planning Process for carers who have completed intake and registration, and who require assessment to support
them in their caring role.

MANDATORY QUALIFICATIONS AND EXPERIENCE

• Qualifications and training in the Community Services/Health/Welfare/ Social Services and/or Education

fields or a minimum of three years’ relevant industry experience.

• Ability to undertake complex telephone assessment, obtain accurate information and prioritise action.
• Ability to provide superior customer service, with strong interpersonal and communication skills
• Ability to facilitate service coordination and referral pathways, and to negotiate and implement service

delivery on behalf of carers.

• Ability to work as part of a team whilst also enjoying the ability to be autonomous in your role.
• Excellent problem-solving skills, and demonstrated capacity to develop flexible solutions
• High level computer skills including client management systems, the Microsoft Office suite of products and

the ability to learn new systems when required

• Demonstrated ability to manage and prioritise workload in a constantly changing environment.
• Demonstrated knowledge and understanding of the community care sector, including the complex

challenges faced by carers of people with a living disability, chronic illness, mental health condition and the
aged.

LiveBetter Position Description

• Current First Aid and CPR certificates.
• Current Australian Drivers licence and the ability to travel (including overnight stays) when required.

peer support, community education opportunities

• Prioritising carer needs using the Carers Star assessment outcomes and working with the carer to develop

OUR PURPOSE:

• We inspire possibility by giving people access to support in their chosen community.

DUTIES AND RESPONSIBILITIES

• Providing primarily phone-based needs assessment using the Carers Star™ which is an evidence-based tool
  that measures and identifies priority areas for carer support, and assists in determining the services which

would benefit the carer (training will be provided)

• Assisting carers to identify their strengths and their informal networks, including the resources available to

them in their community, which could include social support through church and interest groups, specialist

peer support, community education opportunities

• Prioritising carer needs using the Carers Star assessment outcomes and working with the carer to develop a

Carer Action Plan outlining the supports the carer may access. The Action Plan may also include the carer’s

goals and the practical steps to be taken by the carer to achieve the desired outcomes

• Assisting carers to access urgent support in a situation where an eligible carer requires emergency respite

care

• Coordinating the necessary referrals, negotiating brokerage arrangements (where required), and directing

carers to appropriate services/outlets to obtain the supports they require

• Referring carers to the Carer Gateway website and the range of online supports available to them through

that source including peer support forums, telephone-based counselling, carer coaching and education

modules

• Referring carers to the RDPs in-house Carer Counsellors, Peer Support Workers and Carer Coaches as

appropriate

• Coordinating supports designed to meet eligible carer’s needs known as Carer Directed Support Packages

including establishment of services within a prescribed budget, negotiating carer contribution, supporting

the carer to access services, monitoring outcomes including budget expenditure

• Providing direction for carers requiring access to external supports including My Aged Care, NDIS and

external service providers

• Providing monitoring and evaluation of the efficacy of the supports provided for the carer
• Engaging with the community care sector and the public to raise the profile of carers including representing

carers, LiveBetter and its services at regional events and activities

• Completing all necessary administrative tasks associated with care co-ordination and program activities

including accurate database entry.

• Actively participating in training and professional development

HEALTH, SAFETY AND ENVIRONMENT RESPONSIBILITIES

All staff are required to take reasonable care for their own health and safety and that of other personnel who may
be affected by their conduct.
Advise LiveBetter in writing of any conditions which may impact ability to carry out the responsibilities required of
the role.