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Participant Intake Officer

3 weeks ago

Newcastle, Australia Connection Disabilty Services Full time

**Participant Intake Officer**

**JOB TITLE**:Participant Intake Officer

**On a daily basis, you will**:

- Efficiently and effectively handle referrals to ensure that NDIS participants are provided appropriate services promptly
- Manage calls from Participant’s and their family as well as staff
- Experience with Rostering is highly (desirable)
- Experience in support coordination is (desirable)
- Work closely with Service Delivery Manager to convert enquiries to referrals whilst maintaining exceptional customer service.
- Provide guidance, support and advice to Participants and others regarding our services
- Work collaboratively with Service Delivery Manager and leaders to ensure a positive intake and service delivery experience
- Manage new and existing participants making sure all intake paperwork is complete
- Interview new staff and match them to our participants.

**JOB DESCRIPTION**:

- Get involved with the day-to-day Intake activities and support the Service Delivery Manager as needed
- Deputise the Service Delivery Manager in their absence
- Ensure robust case management activity with all activity entered into the system, ensuring all progress, plans, communications and interactions with participants and stakeholders are clearly documented
- Proactively undertake delegated case tasks, administrative requests, and follow up activity to support Service Delivery Manager in efficient service delivery to Participants
- A sound understanding of person-centered care/supports, the principles of the NDIS and the National Disability Service Standards, with experience working within the NDIS and/or disability sector
- Experience in an intake or similar role (desirable)
- Experience in support coordination (desirable)
- Knowledge of compliance (desirable)
- Qualifications related to Community Services or Disability (desirable)
- Case management or related experience
- Exceptional customer engagement skills and experience, delivering high quality, individually tailored service
- Highly developed communication and negotiation skills
- Ability to work independently, set own priorities, work to targets and respond to a changing environment
- Ability to understand and work within prescribed systems and procedures
- Current Worker Screening approval
- RISK ASSESSED ROLE Working with Children Check for Paid Employment
- New Worker - NDIS Induction Module

**TYPE OF EMPLOYMENT**:
Full Time

**REPORT TO**:Service Delivery Manager

**LOCATION**:Maitland, Newcastle

**Intake Officer Duties**
- Undertake relationship building activities with regular/prospective clients to establish business agreements and convert leads into prospects.
- Bring in new customers/participants to meet business needs. Two (2) participants per week minimum.
- Build and maintain a viable and stable customer base in your designated region

**MAIN DUTIES / RESPONSIBILITIES**:

- Assist colleagues with scheduling as required, including participant requested changes to support days/times in line with the conditions of their service agreement.
- At all times, ensure that the vision, mission and values, code of conduct and policy and procedures are adhered to.
- Build and maintain a viable and stable customer base. Making sure our customer base is steadily growing every week.
- The manager will develop networks and relationships with key organisations and stakeholders in the Disability services space.
- Primary point of contact for participant intake, leading the support service delivery team and client outcomes, whilst liaising with the Clinical Care Manager. This includes managing client’s enquiries, complaints, and feedback.
- Contribute to building inclusive communities through partnership and collaboration with individuals and their carers, local organisations and the broader community.
- Liaise with Service Delivery Manager regarding all aspects of the programs and carry out other reasonable duties as related to the daily operation and on-going objectives of the programs and or strategic plan.
- Liaise with the wider community of other agencies and professionals to broaden participant opportunities and outcomes.
- As required, carry out all administrative duties including maintaining accurate NDIS participants records and progress reports, reports to Director, participant notes, support data, NDIS claims processes and attendance at required meetings and trainings.
- Be an appropriate positive role model in line with standards and expectations and work collaboratively with other staff.
- Participate in regular supervision in the interest of maintaining the support and effectiveness of all staff as a team.
- Participate in ongoing professional development, attending relevant industry networks, forums and training as delegated.
- Comply with, report on and actively contribute to Injury Management and WHS Procedures.
- Be aware of and sensitive to the needs of people from an Aboriginal or Culturally and Linguistically Diverse background and en