Job Description

DSA are looking for skilled health and aged care professionals to join our Dementia Helpline!

Do you…

• Love supporting and upskilling staff and families?
• Have extensive experience working with people living with dementia?
• Have expertise in the clinical, environmental and psychosocial issues affecting behaviour?
• Solve problems in a creative yet practical way?
• Communicate clearly and concisely, both verbally and in writing?
• Adapt easily to new databases and technology?
• Want to work in a supportive organisation with a national team of skilled, experienced and friendly dementia professionals?
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If this sounds like you, then we need to talk!

The Role

Dementia Support Australia offers a 24-hour Helpline service, providing expert behaviour management support for people with dementia over the phone, through our web-based chat, and via email.

The Helpline Consultant works closely with different services within DSA to ensure the delivery of high-quality care and support to reduce the impact of dementia related behaviour on people living with dementia, their carers and staff.

In this role, you will be the first point of contact for families, care providers and people living with dementia who contact DSA. You will triage referrals, assess new clients over the phone, offer tailored recommendations to manage changes in behaviour, and provide support for existing clients.

This role is offered as a Fixed Term Full-time contract up until 30 June 2028 with flexibility to work across a variety of shifts throughout the week from our Osborne Park Office.

Benefits

• Work standard business hours, with the opportunity to pick up additional shifts overnight or on weekends.
• Earn market-leading remuneration, with salary packaging included – $15,900 tax-free annually for living expenses, plus up to $2,650 tax-free each year for entertainment benefits.
• A family-friendly workplace, with paid parental leave, partner leave and grandparent leave.
• Hybrid working – mix your office days with a couple of days per week from home.
• Professional development, including uni scholarships, comprehensive in-house training, and support to attend external conferences, workshops, and training courses relevant to your role.
• Twice-yearly Reward and Recognition program
• Free independent and confidential counselling sessions and free wellbeing resources and webinars available through our Employee Assistance Program.
• Extra perks – Fitness Passports, and discounts from MyCar, JB Hifi, The Good Guys and health insurance plans.

Responsibilities:

• Engage with HammondCare’s Mission in Action, Model of Care, and DSA Case Management Framework, ensuring adherence to all relevant guidelines, policies, and procedures.
• Assess clients where behavioural changes impact care, providing practical strategies and resources to support individual needs.
• Build the capability of aged care staff and carers through tailored advice, training, and best practice recommendations for supporting people living with dementia.
• Deliver services via phone, Telehealth, or email in line with DSA’s psychosocial case management principles.
• Promote understanding of dementia and ensure care aligns with best practice and operational requirements of the DSA framework.
• Enhance professional knowledge through team communication, education, and mentoring within the Dementia Centre and HC Connect (Salesforce) systems.
• Meet regularly with the Helpline Team Leader to review performance, receive feedback, and contribute to service improvement.
• Manage complaints and complex situations professionally, escalating issues early to the Team Leader when required.
• Collaborate with colleagues to collect, analyse, and report call and Live Chat data, identifying trends and opportunities for improvement.
• Problem-solve and implement service enhancements across the Helpline and Live Chat teams.
• Maintain accurate, secure, and up-to-date records in the CRM system.
• Contribute to continuous improvement and best practice through participation in forums, meetings, working groups, and projects.
• Engage in peer review and quality assurance, including triage and documentation audits, and participate actively in team meetings, supervision, and development activities.

What we need from you?

• Experience in Australian health or aged care (essential).
• Extensive knowledge of the types of dementia, their presentation, and strategies to manage behaviour changes.
• Excellent problem solving, analytical and decision-making skills.
• Professional, patient and empathetic phone manner, with great customer service skills.
• Able to prioritise multiple tasks and meet deadlines.
• Great written communication and report-writing skills.
• Comfortable working with databases and online client management systems.
• Qualifications in Allied Health, Nursing, Aged Care or Mental Health (highly desirable).

Ready to make a change? Apply Now!

All short-listed applicants will be asked to consent to a criminal record check and provide evidence of vaccinations

For more info on DSA, check out our website: https://www.dementia.com.au/