About the Role:
As our Client Intake Coordinator, you will be the first voice and face of our organisation for people exploring our services. You’ll guide potential participants, families, support coordinators, and case workers through the intake journey with warmth and professionalism, helping them feel heard, supported, and informed from the very beginning.
This role is perfect for someone who is highly organised, confident in communication, and passionate about providing exceptional customer service in a sensitive, human-focused environment.
Key Responsibilities:
Respond promptly and professionally to incoming enquiries via phone, email, or web.
Provide clear information about our services and intake process to NDIS participants, Child Protection case workers, families, and guardians.
Guide new clients through referral and onboarding, ensuring required documents and consent forms are completed.
Collaborate with internal teams (Bookings, Case Management, Finance) to ensure a smooth handover from intake to service delivery.
Maintain accurate records in our CRM and ensure all compliance and privacy standards are met.
Assist in identifying suitable supports based on participant needs, goals, and risk assessments.
Build and maintain positive relationships with external stakeholders (e.g., support coordinators, case managers, and allied health professionals).
Skills and Experience:
Essential:
Previous experience in a client-facing role, ideally within disability, child protection, or community services.
Excellent interpersonal and communication skills, both written and verbal.
Strong administrative and organisational skills.
Empathy, patience, and a person-centred approach to all interactions.
Understanding of the NDIS and/or Child Protection systems.
High attention to detail and the ability to manage multiple enquiries at once.