Dementia Helpline Consultant (Full‑time, Fixed‑term)

About the role

Dementia Support Australia (DSA) operates a 24‑hour Helpline that provides expert behaviour‑management advice to people living with dementia, their families and care providers. As a Helpline Consultant you will be the first point of contact, triaging referrals, assessing callers, and delivering tailored recommendations via phone, chat or email.

Key responsibilities

• Assess clients whose behavioural changes impact care and provide practical strategies and resources.
• Deliver support through phone, Telehealth, or email in line with DSA’s psychosocial case‑management principles.
• Collaborate with the Helpline Team Leader, record data in the CRM (HC Connect/Salesforce) and contribute to service‑improvement projects.
• Manage complaints and complex situations, escalating when necessary.

Required profile

• Experience in Australian health or aged‑care settings (essential).
• Extensive knowledge of dementia types, presentations and behaviour‑management strategies.
• Professional, patient and empathetic phone manner with strong customer‑service skills.
• Ability to prioritise multiple tasks, meet deadlines and produce clear written reports.

Required skills

• Proficiency with Salesforce or similar CRM systems.
• Comfortable working with databases and online client‑management platforms.
• Strong analytical and problem‑solving abilities.

What we offer

• Fixed‑term full‑time contract until 30 June 2028 with flexible shift options.
• Hybrid work model – mix of office days and remote days.
• Market‑leading remuneration with tax‑free salary packaging (living expenses and entertainment benefits).
• Family‑friendly leave entitlements, professional development scholarships and in‑house training.
• Wellbeing resources including confidential counselling, fitness passes and retail discounts.