Care Support Officer at ACT Government

  • Customer Service Jobs, Customer Service Manager Jobs
  • Permanent Employment
  • 3 weeks ago
  • Canberra, Australia
  • Shift Full-Time

Job Description

Care Support Officer at ACT Government

Classification: Enrolled Nurse Level 2
Salary: $71,574 plus superannuation
Position No: 60590 – 029BV
Directorate:Canberra Health Services
Advertised (Gazettal date): 17 March 2023
Contact Officer: Denise Lamb on or (02) 5124 1793

Our Vision: creating exceptional health care together

Our Role: to be a health service that is trusted by our community

Our Values: Reliable, Progressive, Respectful and Kind

Please note – this is a multi-classified position. This role has also been advertised under REQ ID 029BX under the Allied Health Assistant profession.


Canberra Health Services (CHS) is focussed on the delivery of high quality, effective, person-centred care. It provides acute, sub-acute, primary, and community‐based health services, to the Australian Capital Territory (ACT) and surrounding region. More information can be found on the CHS website:

The Liaison and Navigation Service is a new service that is being established to improve the experience of people and their health outcomes through information sharing, integration of care across primary, secondary and tertiary services and coordination across health and community services. It will focus on the provision of the right care, at the right time, at the right place by the most appropriate provider in partnership with the consumer and their care supports.

The service comprises of a multidisciplinary team that assists patients and their supports to navigate the multiple services involved in their care. The service provides, and supports patient centred, integrated, and coordinated care. It works closely with acute and community services, and across health and human services, to reduce the challenges patients and their supports face when required to access multiple services, to ensure the highest quality of care.

There has been a staged implementation of this service with the initial focus on improving the coordination of care for children accessing care in the ACT as inpatients and outpatients as well as specialist paediatric care interstate.

Expansion of the Liaison and Navigation Service into the adult population will occur throughout 2023 and beyond.

The focus of the service is on improving the individual and family’s experience, and their health outcomes through information sharing, integration of care across primary, secondary and tertiary services and coordination across health and community service.

Individuals and their families will be eligible for the service when there is a combination of health care needs across medical and psychosocial issues that require access and support from multiple providers across the health and community sectors. The service will provide, and support person and family centred, integrated, and coordinated care.

The Navigation and Liaison Team is a multidisciplinary team with positions located within a range of CHS service areas. The Care Support Officer is a member of the Liaison and Navigation Service and will report operationally to the Operational Manager of the service. Professional reporting lines will be through the relevant nursing profession within Canberra Health Services.

Under the direction of the Operational Manager for Liaison and Navigation, the Care Support Officer will work to assist individuals and families navigate the multiple services involved in their care.

This role involves liaising and working with health services and other human and community services involved in the person’s care, focusing on an approach of improving the quality of care and experience of the person and their family, and continuous service improvement. The role will assist individuals and their families to coordinate the sharing of information and appointments across services and support the Liaison and Navigation team in the administration aspects of these tasks. The Care Support Officer will have knowledge and understanding of the government and non-government services that support the health and well-being of individuals and their families

This unique role is an opportunity to build relationships with consumers, and diverse acute and community services, to anticipate and reduce the challenges that people with complex health needs, and their families, can face. It is an opportunity to ensure the highest quality of care, information and support is provided when individuals and families need it, so that they can navigate the complexities of their care.

The role will be a point of coordination with interstate children’s hospitals and work with the CHS services and the current specialty care coordinators to support individual families and improve the formal networks and pathways for information sharing, and coordination of care.


CHS is committed to workforce diversity and to creating an inclusive workplace. As part of this commitment, we welcome applications from all diversity groups. Aboriginal and Torres Strait Islander peoples, people with disability and people who identify as Lesbian, Gay, Bisexual, Transgender, Intersex, or Questioning (LGBTIQ) are particularly encouraged to apply.

Behavioural Capabilities

  • Strong organisational skills, resilience, tenacity, and a willingness to problem-solve and advocate with and for individuals and families.

  • Well-developed interpersonal skills and ability to build and maintain effective relationships with service clients and a range of internal and external stakeholders

  • The ability to listen to, connect with, build rapport and understand the clinical and psychosocial needs of individuals and their families with complex presentations

  • Confidence, flexibility and good judgement to contribute to the ongoing design of an evolving innovative service, as a member of a team.

Position Requirements/Qualifications:


  • Relevant Registration or be eligible for registration as an Enrolled Nurse with the Australian Health Practitioner Regulation Agency (AHPRA).

  • CHS is leading the drive to digitally transform health service delivery in Australia through the implementation of a territory wide Digital Health Record. Computer literacy skills are required which are relevant to this role as you will be responsible for completing required documentation and becoming a proficient user of the Digital Health Record and/or other Information Technology systems; once proficient, you will need to remain current with changes, updates and contingencies.


Prior to commencement successful candidates will be required to:

  • Undergo a pre-employment National Police Check.

  • Obtain a Compliance Certificate from OMU (Occupational Medicine Unit) relating to assessment, screening, and vaccination processes against specified infectious diseases.

  • Prior to commencing this role, a current registration issued under the Working with Vulnerable People (Background Checking) Act 2011 is required. For further information on Working with Vulnerable People registration refer to – Working with vulnerable people (WWVP) registration (

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