_{06th January, 2026}

Ko wai mātou? | Who are we?
Access Community Health l Uru Ātea stands as a leading provider of home-based healthcare and disability support in New Zealand. We are a 4,000 person-strong team in an organisation which has been at the forefront of community health since the 1920s. Our nurses and Kaiāwhina | Support Workers provide services to more than 40,000 people. And we listen to each one of them, because we genuinely care. 'A better day, every day'

He kōrero whakamārama mō tēnei tūranga | About the role
This role plays an important part in helping our regions deliver quality health and wellbeing services to the community. Operating within a fast-paced call management environment, it is responsible for the seamless coordination of essential home-based care and support services. As the key link between our community Support Workers and valued clients, this position ensures the delivery of timely, personalised care—empowering individuals to live safely, independently, and with dignity in their own homes.

Mōhou Ake | About You

• Strong customer service and relationship-building skills - able to connect with a wide range of people and adapt communication styles effectively.
• Empathy with professionalism - naturally caring while maintaining clear boundaries and focus.
• Excellent organisational and time management abilities - able to prioritise tasks and manage multiple responsibilities efficiently.
• Effective problem-solving and critical thinking - able to read between the lines and think creatively to resolve issues.
• Proficient computer skills - confident using Microsoft Office and general PC applications.

Key Responsibilities
Client Care Coordination

• Build and maintain daily rosters to ensure all client care needs are covered.
• Adjust rosters quickly and effectively when staff call-outs or capacity issues arise.
• Communicate clearly with clients, their whānau, and Support Workers regarding schedule changes.
• Ensure all care is allocated within required timeframes and in line with client care plans.
• Escalate clinical or safety concerns to the Registered Nurse or Team Leader when needed.

Support Worker Management

• Assign suitable Support Workers based on skills, availability, and client needs.
• Provide clear instructions and support to SWs to ensure they understand expectations.
• Monitor workloads and wellbeing to prevent burnout and maintain fairness.
• Support training, onboarding, and development of new or retrained staff.

Communication & Customer Service

• Respond to phone calls, emails, and queries in a timely and professional manner.
• Manage complaints at a low level and escalate when required.
• Maintain positive relationships with clients, whānau, and external providers.
• Demonstrate empathy, patience, and cultural awareness in all interactions.

Administration & Systems

• Maintain accurate and up-to-date records in the scheduling system.
• Follow organisational policies, privacy requirements, and reporting processes.
• Track and report capacity issues, patterns, and risks to the Team Leader.
• Support continuous service improvement initiatives.

Key Skills & Attributes

• Strong communication and relationship-building skills.
• Excellent time management and ability to work under pressure.
• Problem-solving and decision-making skills with good judgement.
• High level of accuracy and attention to detail.
• Ability to remain calm, professional, and solutions-focused in challenging situations.
• Understanding of the disability, health, or aged-care sector is an advantage.

Qualifications & Experience

• Previous experience in scheduling, coordination, healthcare, or customer service preferred.
• Proficiency with scheduling software or the ability to learn new systems quickly.
• Knowledge of home-care support services or relevant health sector experience is beneficial.

He aha ai mātou? | Why Us?

• Access is leading the way in delivering exceptional service standards in our community - we provide ongoing training at every level in our workforce
• Access to exclusive discounts for major retailers and wellbeing benefits via our Perks App
• Exclusive Spark Mobile Plan: Get endless data (40GB at max speed, then reduced), unlimited NZ/AU calls & texts, hotspot access, and voicemail for just $24.15/month

Access Community Health l Uru Ātea has a mission to create a better day, every day for thousands of people throughout Aotearoa to live independently in their own homes and communities. Access l Uru Ātea is more than just our name, Uru Ātea means "to enter space" and is our promise to deliver services in our client's space, wherever that may be.

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