About the role
The Training and Support Officer plays a pivotal role in delivering comprehensive training on Customer Engagement business processes and systems to directly enhance Estia Health's operational efficiency and the quality of interactions with residents and families.
Working with team members across our 75 homes, this position ensures that new team members are effectively onboarded, existing team members receive regular refreshers, and one-on-one training sessions are provided as needed to reinforce correct system use and process adherence.
The position also contributes to business support activities, such as reporting and audits to ensure Customer Engagement outcomes and obligations are met.
This position works closely with stakeholders across the business, including Operations, IT, Quality, Finance, and L&D teams to efficiently streamline operational processes.
Responsibilities:
Deliver effective end-user training and documentation
1. Develop and maintain training materials (user manuals, QRGs, etc) to facilitate effective training across business processes and systems for Administration Officers, Office Managers and Customer Support Officers. Systems change from time to time and include CRM (Microsoft Dynamics), Resident Contracts (Nera), Resident Funding (Health Metrics eCase), Visitor Management (Zipline), customer mobile app (Checked-In Care / Connect), and reporting (Power BI)
2. Maintain the training calendar and deliver face-to-face or online learning sessions in line with agreed plan. Face-to-face training may require interstate and regional travel.
3. Maintain learning participation records.
4. Work with Dept heads to ensure training aligns to each users’ role and responsibilities.
5. Provide feedback to on session outcomes and input into business process and system improvements to improve business efficiency.
Facilitate correct user adoption and support resolution of issues
6. Review and audit system usage to ensure compliance with designed processes and provide follow up training/guidance to users where gaps are identified.
7. Provide user support via phone calls/emails/Teams where users require business support. Escalate any technical issues to IT and work with IT to resolve
8. Perform data fixes / business administration in the system(s) as required. Ensure business support processes are documented.
Respond to legislative changes, business process changes or system upgrades
9. Undertake business UAT (User Acceptance Testing) of system upgrades for Customer Engagement processes and identify / communicate potential operational impacts.
10. Identify any necessary updates to business process, policies and training materials resulting from changes
11. Update or create new training materials and related operating procedures / policies to reflect changes to legislation, operational processes or system changes, and develop training plans for rollout of new features in software or new business processes.
12. Develop training plan and deliver training for changes
Improvements and reporting
13. Proactively recommend and contribute to process and system improvements based on user and stakeholder feedback
14. Identify and rectify systems errors in consultation with IT
15. Provide Subject Matter Expertise input to projects as required
16. Support business users with ad-hoc report requests
The person who will be amazing in this role:
17. Proven experience in preparing & delivering technical and process training solutions within Aged Care
18. Strong service delivery focus
19. Confident in engaging a wide range of stakeholders and able to build positive rapport easily
20. Rapidly absorbs operational requirements and applies it effectively to technical information
21. Proven experience in mentoring and coaching employees to address non-conformance with standards
22. Ability to overcome objections and break down barriers that exist for people learning new skills
23. Ability to work autonomously and as part of a team
24. Excellent communication skills both orally and in writing and can present complex technical information to both technical and non-technical audiences.
25. Self-directed and highly motivated individual
26. An analytical thinker who naturally questions and challenges results.
As one of the largest and fastest growing aged care providers in Australia, we need exceptional people to join us on our journey of changing the way we offer aged care. If this is you, Apply Now!
Want to know more?
If you have questions, please email
Estia Health is committed to embracing diversity, equity and inclusion in our workplaces. We encourage applications from people of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), abilities, sexual orientation and gender identities. If you need assistance to participate in our application process, please let us know.
Note: It is a condition of employment that you will be, and remain, vaccinated against COVID-19 and Influenza. All shortlisted applicants will need to pass the required background checks.
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Advertised: 04 Jul 2024 AUS Eastern Standard Time
Applications close: 01 Aug 2024 AUS Eastern Standard Time
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