Position Description

Position Title: Carer Support Planner

Employee name: Click here to enter text.

Position reports to: Program Manager Carer Support Planning

Next level Manager: Executive Manager Service Delivery

Position Overview
Using a strength based approach, the Carer Support Planner is responsible for assessing carers needs, supporting
them through a registration and assessment process and then coordinating and connecting them to required services
in line with the requirements of service delivery guidelines.
A key team player, the Carer Support Planner is the first point of contact for carers, including those in distress, and
will respond to carers in an understanding, calm and professional manner. Utlising a ‘resolution at first point of contact
philosophy’ and your knowledge of services and service providers, you will connect the carer to Partners, external
agencies and on-line supports. The Carer Support Planner assesses and ensures eligible carers receive supports
provided by the Carer Gateway Service Provider including Emergency Respite, Carer Directed Packages, Carer
Counselling, Carer Coaching and Local Peer Facilitated Groups.

Challenges
• Efficiently and effectively assessing carer needs for supports using the Carer STAR tool
• Acting precisely and calmly when dealing with persons in high stress situations
• Developing expert knowledge of available internal services, Partner services and services available
through external organisations
• Using effective time management to achieve the key performance indicators (KPI’s) of the role
• Practicing self-care and open communication with team to manage emotional carer conversations

Position Requirements
Essential
• Recognised qualifications in one of the social services,
community services or equivalent and/or
o significant relevant experience in the community
services sector, and/or
o two years relevant experience in a telephone
counselling, and/or
o experience in an intake and assessment service
• Working autonomously and within a team
• Proficiency in information, communication and technology
practices
• Excellent oral communication skills and the ability to
establish rapport with a diverse range of people
• Demonstrated ability to work under pressure, make clear
and quick decisions and work with clients in distress
• Effective time management
Desirable
• Experience in working with and responding to
client’s individual needs which may include
advocacy
• Experience negotiating with community based
organisations or groups to maximise outcome
for clients
• At least two years experience of working with
carers and / or working within an information
provision service
• Demonstrated ability to apply a person centred
or strength based approach and a consumer
directed model of service provision
• Knowledge of challenges facing carers
• Knowledge of services and supports offered
formally and informally within the community
services sector
 Behavioural Accountabilities

Carers SA believes how we go about performing our role is equally important as the results we achieve. To help build
this culture within the business, behavioural accountabilities are included as part of your position. The competencies
below have been developed based on our company values and are expected to be displayed by all employees in the
course of their work.

Inclusivity
All people are treated with respect, dignity and as a
person in their own right. We are respectful of diversity
whether that be as an individual or caused by geography.
We actively engage people, encourage feedback, listen
to people’s needs while being approachable and
accessible
Empathy
We are open, approachable and are always willing to
understand people.
We are welcoming, friendly and compassionate.
We walk alongside people while showing care and
empowerment.

Integrity Professional Excellence

We always act with honesty, accountability and
transparency when engaging with people.
We are trustworthy, authentic and ‘do what we say we
will do’.
We strive to provide services of a high quality to carers
and other customers. We strive to be progressive in our
thoughts and actions and aim to be leaders in the sector.
We demonstrate flexibility, adaptability, problem solving,
innovation and resourcefulness and are accountable for
our results.

Collaboration
We work with staff and carers as partners, focussing on
individual strengths with the aim to enhance positive
outcomes. External partnership opportunities are
investigated and pursued to best serve and enable the
communities we work in and with.
We support, encourage and cooperate to develop strong
stakeholder relationships. We actively share information
and resources

Key Relationships

Internal External
Executive Manager Service Delivery Unpaid Family Carers
Senior Carer Support Planner Service Providers
Program Manager – Carer Support Planning Other Government Service Systems
In-House Counsellors Consortia Partners
Administration Officer - Support Planning
Service Delivery Facilitators

Position Description: Carer Support Planner Page 2 of 4

 Key Task Accountabilities

Position Specific
• Completion of carer intake, registration and assessment via the telephone in a non-intrusive manner
• Use of the Carer STAR assessment tool
• The writing of case notes, goal and action orientated plans mapped against outcomes
• Aid carers to access appropriate supports including information, referral to other services, referral to online
service, emergency respite, carer directed supports, carer counselling, carer coaching and peer facilitated
support as detailed in the service guidelines and Carers SA’s policies and procedures
• As required, liaise with carers and negotiate with service providers to put supports in place for high complex
need situations
• Prioritise carers into the right services based on the Carer STAR action plan and outcomes
• Organise carer supports, as required, based on situation and carer needs
• Work with Administration Officer – Carer Support Planning team to ensure appropriate supports are put in
place, including referrals to Partners
• Proficient use of information, communication and technology practices using Carers SA’s nominated
systems and processes
• Develop and use knowledge of services and supports offered informally and formally within the
community to aid carers in accessing appropriate supports and information to address their needs
• Develop, understand and use knowledge of the challenges/stresses facing carers to provide emotional
support using a strength based approach
• Utilise time management skills to achieve the key performance indicators (KPI’s) of the role as determined
by Carers SA’s leadership team
• Completing carer follow-ups and reviews
• Understand and maintain currency in service delivery guidelines
• Any other duties considered appropriate for the position, as required.

Health, Safety and Environmental

• Be personally accountable for health and safety, following reasonable work instructions and taking
reasonable care for your own health and safety and for the health and safety of others – live Carers SA’s
values;
• Maintain the workplace in a safe condition and encouraging others to undertake safe work practices;
• Follow all health and safety procedures – carry out your roles and responsibilities as detailed in the relevant
policies and procedures;
• Proactively report and/or rectify hazards;
• Promptly report any injury or incidents including ‘near misses’ having a potential for injury, ill-health,
damage or other loss, at work to your team leader, manager and/or safety representative; and
• Consider and provide feedback on any matters that may affect your health and safety and/or the
environment.
Human Resources
• Carry out your position and responsibilities in line with our company values, policies, procedures and
processes;
• Undertake all reasonable and lawful work instructions in a timely and professional manner;
• Actively participate in performance management initiatives including performance reviews, objective
setting, coaching, career or personal development opportunities and performance improvement plans, as
required; and
• Ask questions to clarify understanding of job expectations, communications, projects and other workplace
initiatives.
Other duties coincidental to the position
• Duties for this position should not be considered definitive. Duties may be added to, deleted or modified in
consultation with the incumbent as necessary. Position Descriptions and staff performance will be reviewed
annually.
• Commit to person cultural competency and the delivery of services in line with Carers SA’s Cultural
Diversity Strategy and Aboriginal Partnership Plan.

Position Description: Carer Support Planner Page 3 of 4

 Special Conditions
Position Specific
• Outside normal office hours will be required
• Rostered to cover operations from 7.00am to 7.30pm Monday to Friday
• Rostered to cover ‘After hours’ on call service
• Rostered to support Saturday coverage as per operational requirements
• A current DHS Working with Children check is required
• Current mandatory child protection training will be required.
• Six month probationary period applies.
• Salary packaging available: $15,900 per annum of salary tax free

Employee Review
Success in your position will be determined based on your performance in the position requirements, key behavioural
accountabilities and the key task accountabilities as detailed above.
I have read and understood the requirements of my position as detailed above.

Employee name: Click here to enter text. Signature Date

Position Description Approval

Manager name: Click here to enter text. Signature Date

Manager once removed
Click here to enter text. Signature Date
name:

Position Descriptions will be reviewed annually as part of the performance review process, but will only be amended where the
fundamental requirements of the role have changed.
Original signed copies will be stored in employee files with the Corporate Services team. The manager and employee should
retain a copy for their reference.

Position Description: Carer Support Planner Page 4 of 4