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Intake Coordinator

1 month ago

Melbourne, Australia Permalink Support Services Full time

**PURPOSE**:
The Intake Coordinator is the official point of contact for all potential clients, their families, and representatives, providing information about Permalink Support services support options and guiding them through the pre-engagement process to service delivery.

**SCOPE**:
Reporting to the Client Services managers, The Intake Coordinator is responsible for participant intake and assessment tasks, as well as support planning, monitoring, engagement, and review support. You will ensure the support being provided best meet our participants needs and goals, liaising with Support Workers, Coordinators, as required.

High level duties include Managing client Intake, providing client access, issuing care quotes and service agreements (work with relevant Client Services Managers), maintaining client service agreements and development of care plans.

**Key Responsibilities**
- Intake of new referrals and participants
- Completing filing, scanning, answering phone enquiries, setting up intake appointments, importing information into management system
- Ensure participants are supported to identify, choose, and manage their own daily and lifestyle routines
- Complete regular check ins to review and update Support Plans
- Gaining feedback from participants and staff to ensure continuous improvement
- Monitor plan spends and ensure funds are being maximized and participants are engaged with relevant programs/services
- Maintain effective internal and external stakeholder relationships
- Develop Support Plans that reflect the client's needs and Care Plans that reflect the client's current situation and goals
- Ensure accuracy of data entry into the appropriate client management systems across the organization
- To provide the appropriate Service Delivery team with completed intake details of the client that allow for the timely commencement of service
- Conduct re-assessment of clients as required and update relevant records across internal client management systems to ensure the currency of client information, needs, and suitability for services.

**Attributes**:

- Commitment to fostering a culture of inter-disciplinary team working and a collegiate approach.
- Excellent written and oral communication skills, with the ability to communicate complex issues with clarity to a wide range of audiences and across cultural boundaries.
- Excellent interpersonal skills and a team player with the ability to earn the respect of colleagues, influence and persuade others and form mutually beneficial relationships.
- Strong organization and self-management skills.
- Mature, confident, approachable personality.
- Ability to demonstrate adaptability, enthusiasm, flexibility, and creativity.

**Qualifications**:

- Qualifications in Community Services/Health/Welfare/Education and/or Administration fields or a minimum of two years’ experience in a related field.
- Current WWCC (employment)
- NDIS Screening checks (willing to obtain one)
- Triple vaccinated for COVID 19
- Satisfactory National Police Certificate obtained within the last 6 - 12 months.

**Experience**:

- Experience in similar position managing NDIS participants intake, engagement, and care planning processes.
- Cert III or IV Individual Support, Mental Health, Aged Care, Community Services, Disability Work or similar is preferred, but not mandatory.
- A good balance between administration and customer service experience
- Strong understanding of NDIS plans, line items, schedule of support, and service agreements
- Efficiency using Microsoft Programs and able to pick up internal systems quickly
- Ability to embrace change and use your initiative to find more efficient ways of working

**Skills and Knowledge**:

- Proven problem-solving ability to identify issues, establish and implement appropriate solutions.
- Experience in a telephone-based customer service environment.
- Enthusiasm for providing superior customer service, with strong interpersonal and communication skills.
- High level computer skills, including the Microsoft Office suite of products and the ability to learn new systems when required.

**Job Types**: Full-time, Part-time, Casual
Part-time hours: 38 per week

**Salary**: $28.56 per hour

**Benefits**:

- Travel reimbursement

Schedule:

- 10 hour shift
- 12 hour shift
- 8 hour shift
- Afternoon shift
- Day shift
- Evening shift
- Fixed shift
- Flexible hours
- Monday to Friday
- Morning shift
- Night shift
- On call
- Public holidays
- Rotating roster
- Shift work

Ability to commute/relocate:

- Melbourne VIC: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (preferred)

Expected Start Date: 30/04/2023

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