Engagement Officer

Published
January 14, 2025
Location
Rydalmere, Australia
Category
Default
Job Type
Full-time
**Salary Packaging**: Up to $18,550 salary packaging benefits (lower your taxable income and increase your take home pay)

**Benefits**: Fitness Passport & HCF Private Health Insurance discounts
Permanent full-time opportunity
Drivers licence & access to own vehicle essential (can claim kilometres)
Based in Rydalmere NSW 2116
About us
Breakthru is part of the Royal Rehab Group, a leading provider of disability and rehabilitation services. We are a dynamic, innovative organisation committed to empowering people to create their own futures. Through the provision of high-quality person-centered supports, we enable thousands of people every year to access the supports required for mental health, employment, disability & training needs.
Working with us, you will be supporting our clients to achieve their goals and aspirations with the aim of achieving sustainable employment.
At Royal Rehab we are proud to be Great Place to Work Certified
About the role
Are you passionate about making a meaningful difference in people's lives? As an Engagement Officer with Breakthru, you’ll be the vital first point of contact for new and potential customers exploring our Home & Living services. Your role is to connect with referrers, individuals and families, understanding their unique needs, goals, and aspirations while guiding them through their journey with Breakthru.
Reporting to the Engagement Team (Business Development & Support Team), you’ll collaborate closely with our Intake team to provide expert advice on service options and develop tailored service agreements. By ensuring a seamless onboarding process, your focus will be on building trust, fostering engagement, and empowering customers to take the next step towards achieving their goals.
If you have experience with the NDIS, especially in Home and Living and you have a passion for supporting people to live their best lives, this is the perfect role for you
**Key responsibilities include**:
Act as the first point of contact for new customer enquiries, providing information on Breakthru Home & Living services and eligibility requirements.
Facilitate customer onboarding by conducting intake meetings, completing Service Agreements, Risk Assessments, and other required documentation.
Liaise with operational teams to confirm service capacity and gather necessary eligibility and funding information.
Organise and conduct client tours or allocate this responsibility to Operational Managers.
Maintain accurate records of customer interactions and ensure timely updates to the customer database.
Promote Breakthru services through community events, presentations, and marketing campaigns.
Conduct customer plan reviews and identify opportunities to promote additional supports or services.
Ensure compliance with NDIS guidelines, Breakthru policies, and Disability Service Standards.
Contribute to process improvements, share knowledge with team members, and uphold workplace safety and confidentiality.
About you
**We seek a self-motivated and friendly individual with**:
A relevant qualification and/or experience in a similar role.
Experience and understanding of NDIS and particularly Home & Living.
Strong communication skills both written and oral, with the ability to engage with a range of customer groups.
Ability to develop rapport with customers and internal stakeholders.
Ability to work autonomously in fast-paced environment.
Ability and confidence to make outbound & cold calls to prospective new customers/referrers.
Demonstrated proficiency in MS Office and other databases.
Knowledge of disability, health conditions and /or injury types.
Knowledge of relevant local service providers.
Understands the process through which a person with disability identifies their goals and aspirations.
Ability to understand and work within established work practices, policies and procedures, including statutory frameworks, service standards and legislative requirements.
A valid Australian driver’s licence (P Plate or above) with access to your own suitable roadworthy vehicle.
What we offer
**Salary packaging**: Lower your taxable income and increase your take-home pay

**Benefits**: Fitness Passport & HCF Private Health Insurance discounts
**Career growth**: Genuine career opportunities
**Work life balance**: Flexible work arrangements
**Salary**: Competitive remuneration
**Employee Assistance Program**: Access to professional counselling and coaching for you and your immediate family
**Leadership**: Supportive and experienced leadership team
**Culture**: Friendly and close-knit team environment
Proud to be Great Place to Work Certified
We are proud of our diverse and skilled team of passionate healthcare and support professionals committed to delivering the very best for the people we serve. A career at Royal Rehab is the opportunity to make a difference with a progressive and innovative organisation,