Empathetic Support Specialist

This is a unique opportunity to make a real difference in the lives of people with disabilities.

We are seeking a skilled and compassionate Support Coordinator to join our team, playing an important part in safeguarding participants' well-being.

• As a Support Coordinator, you will be the first point of contact for incoming calls and leads, onboarding NDIS participants, and developing effective collaborative relationships with participants, families, carers, advocates, and other service providers.
• You will match participants with compatible services, supports, and programs according to their individual needs and goals, monitoring NDIPlans outcomes and expenditure in partnership with plan managers.
• Your role will involve providing a personalised, empathetic, and responsive service, acting as the main point of contact for your client base, and providing clear and accurate record keeping of case notes, information, and billing.
• You will assist participants with the plan review process, connect them with relevant services and supports, help them negotiate the service agreements, set up appointment bookings, and manage challenges in the clients support environment.

1. First point of contact for incoming calls and leads.
2. Onboard NDIS participants.
3. Develop and maintain effective collaborative relationships with participants, families, carers, advocates, and other service providers.
4. Match NDIS participants with compatible services, supports, and programs according to their individual needs and goals.
5. Monitor NDIPlans outcomes and expenditure in partnership with plan managers.
6. Provide a personalised, empathetic, and responsive service and act as the main point of contact for your client base.
7. Provide clear and accurate record keeping of case notes, information, and billing.
8. Assist participants with the plan review process.
9. Connect participants with relevant services and supports.
10. Help participants negotiate the service agreements.
11. Set up appointment bookings.
12. Manage challenges in the clients support environment.
13. Reduce barriers that are preventing participants from implementing or using their NDIS plan as intended.
14. Help build capacity.
15. Provide support to strengthen a participant's ability to design and build their support, emphasising linking a broader support system across the delivery of a complex service environment.
16. Focus on supporting participants to direct their lives, not just their services, e.g. crisis and resilience development.
17. Assist participants in connecting with NDIS supports, negotiating solutions with multiple stakeholders, and building their capacity and resilience.
18. Assist participants in developing knowledge, experience, and connections with their community and broader support systems.
19. Work with the participant to assist them in understanding plan funding and its purpose.
20. Identify and understand participant confidence and skills assist participants in deciding what they want from services.
21. Develop and design support solutions to meet participant outcomes.
22. Assist the participant in identifying and considering support options and linking the participant to the broader systems of support.
23. Where practical, create a support and action plan to facilitate participant plan implementation.
24. Assist in resolving crisis points and developing capacity and resilience within the participant's network.
25. Coach the participant through challenges.
26. Assist participants in preparing for the review and reporting of their achieved outcomes.

1. Provide opportunities for workers to receive and provide feedback, refine skills and knowledge, and think about how their values, biases, assumptions, and attitudes influence their practice.
2. Provide workers with current best practice examples, models, tools, practice leadership, and coaching and resources relevant to participant needs, culture, and circumstances.
3. Encourage workers to monitor and report meaningful participant outcomes and understand pre-and co-requisite conditions required to achieve positive outcomes.
4. Ensure that workers know about and can access resources and advice they need to support participants, such as specialists and mainstream supports relevant to cultural, religious, and social identity needs and preferences.