Head of Client Engagement (12 Month Contract)

Reporting to the Client Engagement General Manager, the Head of Client Engagement will oversee a dedicated and passionate team of case managers who provide exemplary care to our clients, prospective clients and their families. You will guide and support the team through the intake and decision-making process, ensuring clients and their families feel supported, informed, and confident in choosing My Guardian.

This is a fast-paced, relationship-driven role requiring strong communication skills, attention to detail, and the ability to manage multiple stakeholders while maintaining a high standard of professionalism and care.

Key Responsibilities

• Lead the national Client Engagement function across multiple states
• Drive client acquisition, conversion, and retention strategies
• Oversee intake, onboarding, and support coordination teams
• Build and maintain strong referral partnerships (hospitals, LACs, coordinators, community networks)
• Ensure all operations align with Aged Care and NDIS regulatory frameworks
• Deliver executive-level reporting, KPIs, and performance insights
• Contribute to strategic growth, partnerships, and expansion initiatives
• Generate and manage referral pipelines through My Aged Care and NDIS portals, networking, and community partnerships.
• Build a high-performance, accountable leadership culture
• Collaborate with rostering and clinical teams to ensure services are delivered in line with care plans and funded package levels, supporting overall operational needs.