Relationship Manager Community Partnerships HYBRID — MELBOURNE

About HomeMade HomeMade is an approved aged care provider dedicated to improving its customers' lives by empowering older people to self-manage their service providers with the assistance of our clinical and customer support teams. Our transformative technology platform helps thousands of people retain choice and control by allowing them to create unique support plans that meet their specific needs and optimise their funds. By working at HomeMade, you can play a crucial role in helping older people maintain their independence and live fulfilling lives in their own homes. You’ll be joining a team that is passionate and dedicated to making a meaningful difference in the lives of others. To find out more, visit https : / / homemadesupport.com.au / About the role As Relationship Manager, Community Partnership at HomeMade, you’ll be at the heart of supporting local coordinators across Australia to deliver high-quality care to Home Care Package recipients. You’ll collaborate closely with our Customer Support, Onboarding, Support Partners, and Clinical Nursing teams to ensure coordinators have the tools, guidance, and support they need to succeed. This role is perfect for someone with exceptional interpersonal skills, a passion for building strong relationships, and a drive to create meaningful engagement within local communities, all while ensuring HomeMade customers receive the best possible service experience. Key Responsibilities Building Capacity and Engagement Build strong relationships with local community coordinators through regular in-person and virtual engagement to provide support, address challenges, and ensure alignment with HomeMade’s policies and procedures. Develop and deliver consistent onboarding, training, and review programs to build coordinator capability and ensure compliance with HomeMade standards. Act as the primary point of contact for local community coordinators, supporting their engagement with HomeMade’s operational teams and effective use of the HomeMade Portal. Business Development Maintain a deep understanding of customer and local community coordinator needs throughout the end-to-end service lifecycle. Oversee timely and accurate service delivery by local community coordinators, including onboarding service providers, coordinating customer services in line with support plans, scheduling reviews, and responding to customer requests. Manage and escalate complex or high-risk customer matters, ensuring timely resolution and appropriate risk escalation. Support the implementation of changes under the New Aged Care Act by coordinating updates to policies, procedures, training, and customer communications in partnership with the HomeMade leadership team. Communicate process and procedural changes clearly and promptly to local community coordinators. Quality and Compliance Responsible for educating and auditing adherence of local community coordinators to HomeMade policies and procedures as well as Aged Care regulatory requirements. Directly manage actions with local community coordinators as required for management of High Risk or complex customers with Support Partner teams and Clinical teams. Process and Productivity Improvements Collaborate in person and virtually with local community coordinators to identify and implement process improvement initiatives and continue to support the scaling of HomeMade’s local community partner model. Ability to support, engage and collaborate with multiple stakeholders across the organisation to identify and lead the delivery of strategic initiatives. Collaborate with senior management to improve processes, policies and objectives. Skills and Experience Bring an enthusiastic, “can-do” attitude and a genuine desire to learn and grow. Proven experience in relationship management, with the ability to build trust and maintain strong partnerships. Experience engaging with remote and regional communities is desirable but not essential. Experience working with home care recipients and funding within the aged care or community sector. Valid Australian driver’s licence and a willingness to travel to regional and rural locations to build in-person connections. Strong problem-solving skills, with the ability to find practical solutions that balance the needs of customers, communities, and the organisation. Demonstrated ability to plan, deliver, and oversee local community initiatives and programs. Experience collaborating effectively across internal teams and external stakeholders to achieve shared goals and service outcomes. Excellent communication and influencing skills, with the ability to inspire confidence and drive positive change. Strong time management and organisational abilities, able to manage multiple priorities effectively. Confident using technology and systems such as Google Suite and Salesforce. Reliable, self-motivated, and proactive, comfortable working both independently and as part of a small, supportive team. Resolution-focused, with a commitment to delivering positive outcomes for all stakeholders. Put People First People and relationships matter most. Foster Freedom Life should be lived in a way that makes sense for you, without unnecessary controls or external restrictions. Do The Right Thing Be fair, honest, open, ethical, and transparent. Be Bold With a vision to imagine and create a brighter future. Our benefits Power your career ⚡️ Learn from industry experts, experienced leaders, and on-the-job opportunities. Access parental leave Get 14 weeks of paid leave for primary carers and 6 weeks of paid leave for secondary carers plus superannuation. Work with flexibility We’re a hybrid workplace, balancing time in the office with remote work. Flexi Leave Days Get one extra paid leave day per quarter for what makes you happy. Take a floating public holiday Acknowledge a significant day your way with family and friends. Be rewarded Celebrate wins and recognise great performance with an easy and accessible Reward and Recognition program. We are one As an organisation, we celebrate our diversity and welcome all people, regardless of their family responsibilities, ethnicity, faith, sexual orientation, or gender identity. Aboriginal and Torres Strait Islander people are encouraged to apply. If this role has stood out to you but you don’t feel like you ‘tick all the boxes,’ we strongly encourage you to apply nonetheless. We value diversity in experience, and you might just bring something we are looking for to our organisation Apply for this job #J-18808-Ljbffr