Participant Growth and Service Specialist

Job Title: Participant Growth and Service Specialist

About the Role:

We are seeking a proactive, detail-oriented professional to join our team as a Participant Growth and Service Specialist. In this role, you will play a vital part in supporting participants throughout their NDIS journey by managing intake processes, building relationships, and delivering exceptional service.

You will contribute to our organisation's growth through effective case management and business development activities.

• Intake and Participant Onboarding:

    Use your outstanding customer relation skills to connect with participants, families, and service providers about our services.

    Facilitate the intake process by gathering information, conducting initial assessments, and ensuring accurate documentation that complies with NDIS standards.

    Coordinate meet & greets and schedule onboarding appointments with staff, participants, and their support teams.

    Liaise with NDIS planners, support coordinators, and other stakeholders to ensure a smooth transition for participants.

• Business Development:

    Identify opportunities for growth within the NDIS sector and establish relationships with potential partners and stakeholders.

    Promote our services to participants, families, and networks to enhance visibility and outreach.

    Support our management team in implementing strategies to achieve business objectives.

• Administrative Support:

    Maintain accurate participant records and ensure compliance with NDIS requirements.

    Prepare and manage service agreements, progress notes, and other critical documents.

    Monitor participant plans, funding allocations, and service utilisation, proactively addressing changes or updates.

    Handle correspondence with professionalism and efficiency.

    Learn our internal systems and keep accurate records.

• Customer Service:

    Act as the first point of contact for participants and families, delivering exceptional service with empathy and understanding.

    Attend frequent face-to-face meet and greets.

    Respond to incoming inquiries and referrals, aiming to turn inquiry into meet and greet.

    Build strong, trusting relationships with participants and families to ensure satisfaction and loyalty.

    Address concerns or challenges promptly, offering effective solutions to meet participants' needs.

• Compliance and Reporting:

    Ensure all processes comply with NDIS guidelines and organisational standards.

    Assist in preparing reports for management and regulatory purposes.

    Maintain strict confidentiality and security of participant information.

• Team Collaboration:

    Work collaboratively with support coordinators, support workers, and the operations team to deliver a holistic service to participants.

    Participate in team meetings, training, and professional development initiatives.

Key Selection Criteria:

• Qualifications and Experience:

    Prior experience and/or qualifications in an administrative, case management, business development, or intake role, ideally within the NDIS, disability, or community services sector (desirable).

    Strong knowledge of the NDIS framework, including funding plans, SIL, and support categories.

    Proficiency in Microsoft Office Suite and familiarity with participant management systems.

• Skills and Attributes:

    Excellent organisational skills with a keen eye for detail.

    Trustworthy and reliable.

    Strong verbal and written communication skills.

    Ability to prioritise and manage multiple tasks effectively.

    Empathy and patience, with the ability to build strong rapport with participants and families.

    A proactive, problem-solving mindset and the ability to adapt to challenges.

What We Offer:

• An opportunity to make a meaningful impact on the lives of participants and their families.

• Travel/petrol allowance

• Supportive and inclusive team environment.

• Ongoing professional development and training opportunities.

• Flexible working arrangements to support work-life balance.

• Diversity is Our Superpower We're building a vibrant, dynamic team