Behind the First Call – Meet Our Onboarding & Client Support Team
24 July 2025
📞 Razia – Service Delivery Officer
With more than 11 years at St George Community, Razia brings a wealth of experience. She manages client registrations and updates, supports funding transitions, and helps ensure services are correctly invoiced and recorded.
Much of her work centres around My Aged Care – the Australian Government’s central platform for aged care referrals and support for people aged 65 and over. Razia handles incoming referrals from the portal, contacts new clients, confirms their details, and ensures all records are accurate and up to date.
A key part of her role is updating client information as their needs change – for example, noting when someone begins using a walking aid or may need more time to access a vehicle. These small adjustments ensure every client receives the right support in the safest and most efficient way.
She also tracks where each client’s funding comes from and coordinates accordingly. That means ensuring services are correctly coded, billed, and attributed to the right program.
Razia is also a key point of contact for families and carers who may be trying to make sense of a new aged care plan or service option.
“Our clients aren’t just names on a list; we take the time to build rapport and make sure they feel confident and comfortable calling us when they need help.”
Razia, service delivery officer
It’s detail-heavy work, but essential. By making sure funding sources are clear and services are billed correctly, Razia plays a critical role in maintaining the financial sustainability of the services we provide.
“We can only deliver these services if we cover our costs,” she explained. “Every entry matters, because every dollar helps keep the wheels turning for the community.”
Away from the office, Razia can be found exploring new restaurants, painting with watercolours and going on bushwalks.
👈 Back: Meet Sandeep
👉 Read next: Meet Angie – Service Delivery Officer & NDIS Admin Support
