Intake Coordinator

Help at Hand Support Services ‘HAHS’ is a specialist disability support provider that is passionate about helping empower our participants to live their best life. We provide support services to NDIS participants throughout Melbourne.

**Position Summary**: The Intake Coordinator at Help at Hand Support (HAHS) is responsible for the initial interaction with clients and their families, ensuring a seamless onboarding process and accurate documentation of client needs. This role involves conducting comprehensive intake interviews, assessing client eligibility, coordinating service agreements, and managing support schedules. The Intake Coordinator also collaborates with various teams to develop personalized care plans and ensure compliance with organizational and regulatory standards.

**Responsibilities include, but are not limited to**:

- Conduct intake interviews with clients and their families to gather detailed information about their needs, preferences, and goals.
- Assess the eligibility and suitability of clients for HAHS supports in accordance with NDIS guidelines.
- Manage the onboarding process for new referrals across all HAHS services, including in-home care, supported independent living, day programs, plan management, and allied health (where required).
- Accurately document client information, including personal details, medical history, disability information, and support requirements.
- Complete and maintain risk assessment documentation.
- Receiving calls on the intake line from referral partners and warm leads. Ability to convert the leads with all the relevant information to start services with HAHS and/ or referral them to the BDM team if required.
- Work closely with external team members, including support coordinators, allied health professionals, clients, and caregivers, to develop comprehensive care plans.
- Coordinate the execution of HAHS Service Agreements and track their progress to completion.
- Manage and coordinate the schedules of support workers to ensure appropriate staffing levels for client support, accommodating the needs and preferences of both clients and staff.
- Ensure compliance with all relevant legislation, regulations, and organizational policies and procedures, particularly regarding privacy and confidentiality.
- Participate in quality assurance activities to maintain high standards of service delivery.
- Engage in ongoing training and professional development activities to stay updated with NDIS policies and procedures, as well as best practices in disability support.
- Assist in monitoring staff, including contractors, to ensure adherence to company procedures and policies.
- Provide support to other HAHS departments and teams as required.
- Build and maintain relationships with referral partners, and schedule appointments for the Business Development team or Care Coordinators where needed.
- Perform other general administrative duties as required to support the smooth operation of HAHS services.

**About YOU**:

- To be successful in this role you will possess the following skills:

- Must have Police Check
- Any level of experience in Intake within NDIS frame work
- Good phone manner and confident on the phone
- Ability to priortise tasks, time management and work well under pressure
- Excellent written and verbal communication skills
- Great attention to detail and an excellent level of accuracy
- Exceptional customer service skills coupled with patience and commitment
- The ability to build and maintain rapport with stakeholders
- Proficiency in using relevant software for documentation and scheduling.
- High computer literacy with experience using information management systems
- Unrestricted working rights in Australia
- Conscientious work ethic and time management skills

**The rewards**:
If you are looking to join a growing business that aims to be a contender in the healthcare industry and contribute to delivering a high level of NDIS services in Australia, then HAHS is for you. We are focused on our staff and it is foundation of what makes us a great company to be a part of.

**Job Types**: Full-time, Permanent

Pay: $55,000.00 - $70,000.00 per year

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

**Experience**:

- Intake: 1 year (required)

Work Authorisation:

- Australia (required)

Work Location: In person