Job Description Full-time position until 30th June 2026 Based at any of the Each offices with flexible working conditions on offer. $33 per hour 12% Super Generous Salary Packaging benefits of up to $18,550 About the Better Connect Program / Team Better Connect is part of Each’s commitment to improving lives and strengthening communities. We provide person-centred support across mental health, alcohol and other drugs (AOD), and suicide prevention services, empowering individuals to live healthier, happier lives. Your role, your impact As Active Hold Support Officer, you will play a vital role in supporting clients and the team by ensuring smooth communication, accurate documentation, and timely follow-up. Your work helps maintain continuity of care and supports people during critical moments in their journey. Inbox oversight: Monitor referral communications and triage updates to the relevant team members. Service contact monitoring: Ensure timely documentation of client contact; flag missed intervals for clinical review; and close episodes as directed. Reporting: Generate and format reports on Active Hold caseloads, contact frequency, and referral status to support compliance tracking. Workflow support: Maintain accurate records of referral status and client transitions; coordinate weekly bulk messaging to clients. Process coordination: Complete administrative steps for referral progression; liaise with clinicians for case reviews; and maintain current support rosters and escalation pathways. Administrative support: Provide administrative assistance to the Senior Stepped Care Coordinator as required. Quality improvement: Participate in the development, implementation, and evaluation of quality assurance activities. Who we’re looking for You’re organised, proactive, and passionate about supporting people and the systems that help them thrive. You enjoy being a reliable point of contact, keeping things running smoothly, and bringing a positive, team-focused attitude to your work. You’ll bring: Previous experience in an office environment, ideally within a medical, allied health, or community services setting. Experience or interest in supporting young people. Excellent written and verbal communication skills, confident in both face-to-face and phone interactions. Strong computer literacy, including proficiency in Outlook and Excel; experience using client management systems is a bonus. Great organisational and time-management skills, with the ability to juggle competing priorities in a fast-paced environment. The ability to work independently while also taking direction when needed. A collaborative, adaptable approach to working with others. A willingness to learn and quickly pick up new software and processes. A sound understanding of privacy, confidentiality, and ethical standards in health care.
