National Intake to Exit Officer

38 hours per week, Monday - Friday
- Islington, Newcastle
- 2x full -time, permanent roles available in our newly renovated office

The Customer Intake, Onboarding and Revenue team is responsible for providing a smooth life cycle for all customers, children and young people from intake and onboarding/ placement through to exiting from our services or moving between services.

With a strong person centered approach, this team will play a critical role in ensuring consistency when understanding the needs and potential risks of our customers and young people through the use of the risk intake tool. Intake and onboarding protocols utilised by this team will ensure that Lifestyle Solutions will have the capacity and capability through the appropriate level of funding to provide the required level of support and advocacy for the customers, children and young people in our care.

**What is the opportunity?**

We have two exciting opportunities to join the Customer Intake, Onboarding and Revenue team where you act as the face of Lifestyle Solutions as the first point of contact for customer enquiries and intake.

This is a fantastic opportunity to be part of an innovative approach to the way in which we work and the way in which we provide a better service to our customers.

The National Intake to Exit Officer plays a vital role in supporting the Customer Intake, Onboarding and Revenue team. As the first point of call for enquiries you will be conducting intake assessments using the intake tool, receiving new customer referrals and preparing service agreements for the Service Excellence team. Your high standard of communication, customer service and administration skills will ensure positive interactions with new customers, their families and referring bodies.

**You will be responsible for**:

- Providing information, support and guidance to people with a disability, their families and carers in relation to the operation of the National Disability Insurance Scheme and our services
- Assisting people to access our services and ensure follow up of all enquiries about Lifestyle Solutions from a range of stakeholders
- Collecting information from people with a disability, their family, carer and/or advocate, and other support providers (either by phone or in person)
- Providing consultation and support to families and other stakeholders regarding the disability sector, services offered by Lifestyle Solutions and the National Disability Insurance Scheme guidelines and processes
- Effective communication with people with a disability, their family and/or advocates, ensuring that relevant and comprehensive information is provided

**What you'll need to succeed**
- Sound understanding of the disability services sector and the operation of the National Disability Insurance Scheme.
- Capacity to provide information and advice to a wide audience, including people with disability/young people and their families/carers, and other internal and external stakeholders, and be able to adjust the content accordingly.
- Well-developed time management skills, including ability to manage competing priorities.
- Demonstrated strong customer service, with a friendly and professional phone manner.
- Superior verbal communication skills, including ability to effectively adjust communication style when speaking with customers, young people and their families, as well as a variety of internal and external stakeholders. Well-developed written communication skills.
- Superior organisational skills and ability to work autonomously.
- Competency in the use of Microsoft Office package and ability to learn new software.
- Ability to work within a multi-disciplinary team environment by sharing information, supporting colleagues and respecting differences
- All applicants are required to undergo employment screening through probity checks, prior to commencing._
- Lifestyle Solutions is committed to building a workplace culture that values diversity and inclusion. We actively promote the employment of people with disability, Aboriginal and Torres Strait Islanders, LGBTI and other diversity groups._