The Customer Centres play a key role in supporting the organisation nationally to ensure the best possible client outcomes. We have two centres, one in Perth and another in Adelaide that operate 24 hours a day, seven days a week, supporting our clients, providers and referrers.
The Referrals teams are the front door to the organisation for all new clients, processing referrals and preparing them for care delivery. The service teams play a collaboration role between clients, their families and operational staff, ensuring vital information passes between these stakeholders seamlessly with minimal disruption to client care.
Our Customer Centres handled 775,000 client calls during the past financial year and processed 72,500 referrals.
Our Centres participate actively in benchmarking through the Auscontact Association. We were proud to have several individuals and both centres recognised in the association’s annual awards including winning the SA Contact Centre of the Year award in our category for the second year running.
Changes as result of the Commonwealth Government’s Aged Care Reforms will shape the role our Customer Centres will take in in onboarding new clients, helping clients navigate the aged care environment and assisting them in making key choices about the right packages and organisation for their care goals.
The role of our Customer Centres will evolve and focus will be on delivering new and innovative channels for our existing and prospective clients to interact with the organisation.