Engagement and Program Support Officer

Macarthur Disability Services (MDS) has been providing support to people with a disability, the frail aged and their carers for over 40 years. We actively promote the rights and aspirations of people with a disability to enrich lives and roles in the community through the provision of choice, opportunity and innovative service design.

We take great pride in what we do at MDS, and we work to foster for our employee’s a culture of Quality, Respect and Empowerment, in line with the MDS values.

MDS believes our mission purpose is dependent on the collective efforts of our diverse workforce. MDS aims to use a competency-based management strategy for Human Resources practices and to develop motivated teams who are driven, skilled and trained.

MDS offers a rewarding career with:

- Flexible Work practices - including working from home
- Salary packaging
- Safe and Supportive work place that recognises and rewards individual achievement
- Working with an experienced and supportive team
- Commitment to professional development and training

**About the Opportunity**:
MDS is seeking to employ an Engagement and Program Support Officer. A hands-on role, you'll be at the forefront of engaging with MDS clients and families, actively building our referral partnerships with stakeholders to generate and support new and existing clients. You'll be responsible for maximising outcomes, making the most of available NDIS Support Plans, and ensuring MDS programs are fully occupied with individuals who will thrive in their new environment. This role requires a talent for relationship and rapport building, account management, and a passion for placing NDIS clients in programs that perfectly match their needs. You will be out-comes focused, enthusiastic and a proactive individual with high-levels of communication and organisational skills. You will have a good understanding of a range of disabilities and an ability to navigate the NDIS framework.

Key Responsibilities for this position include:

- **Engagement & Referral Development** - Identify, engage, develop and maintain strong referral connections, leveraging local and NDIS knowledge to drive client placement. Build rapport and relationships with NDIS participants and families, support coordinators, school counsellors/ transition teachers, government agencies and other internal and external stakeholders to generate new referrals and opportunities, and investigating growth strategies to expand our reach.
- **Networking & Brand Representation **- Represent MDS at industry events, expos, networking and community gatherings. You will conduct site inspections and network to build relationships with potential partners, clients and collaborators and promote MDS products, our mission, values and goals.
- **Enquiry & Customer Management - **Responsible for collecting information and developing/maintaining records and call cycles so that MDS can personalise our customer experience to link into relevant MDS programs and ensuring prompt follow-up is actioned. Manage and monitor stakeholder database, client intake forms, risk profiles, service agreements whilst liaising with Program Managers and Coordinators.
- **Data & Reporting - **Prepare, deliver and maintain reports. Providing accurate information for weekly intake meetings, enquiry logs and to track progress to meet department KPI’s and revenue targets.
- **Participant Engagement & Retention - **effectively assist participants and families to address/resolve a range of their needs and expectations to achieve participant’s goals and outcomes and where necessary to support with future planning meetings and assist with NDIS navigation.

The successful applicant will have:

- Demonstrated experience in the disability sector and have vast knowledge of the NDIS system around plans and their management, and connecting with participants and their support networks to guide and support decision making.
- Well-developed communication and interpersonal skills including the ability to work and communicate effectively with participants, their families, community agencies and other professionals and ability to deal with sensitive/confidential issues with discretion and maintain trust.
- Self-motivated and highly developed organisational and account management skills, including ability to plan, set and prioritise workloads to meet deadlines and KPI's as well as demonstrate flexibility and agility for changing priorities.
- Excellent written and verbal presentation skills with a passion for systems and processes to drive efficiency.
- Solid connections with community agencies and other professionals and ability to drive the MDS engagement strategy to maintain and generate new networks and referral partners and increase the client base.
- Proven sales, customer and relationship management experience or a minimum of 2 years' experience in a Support Coordinator role or similiar, with a demonstrated ability to work cooperatively within a diverse