Customer Service Assessment and Planning

Community Culture is the overarching organisation that manages its subsidiary organisations; Great Community Transport (t/a Active Care Network) and Peppercorn Services Incorporated.  Since 1982, our Organisation has been delivering community services to a diverse demographic of community members, we strive to create meaningful change and promote a sense of belonging through our commitment to making a difference in people's lives every day.

Our vision is for a thriving, inclusive community where everyone feels supported, connected, and empowered.

Our mission is to provide compassionate, high-quality services that meet the diverse needs of our clients, fostering well-being and enhancing quality of life across all the communities we serve.

Our Values - a Culture of Courage, Compassion, Collaboration, Commitment, and Connection - are at the heart of everything we do. These values shape our approach to service, guide our decisions, and drive us to support each other, our clients, and our community with integrity and respect.

Customer Service Assessment and Planning is central to how Community Culture welcomes, supports, and empowers clients from their very first contact with us. As a key touchpoint in the intake and assessment process, you ensure people feel heard, respected, and supported in navigating services that match their needs, goals, and circumstances. Your ability to assess, plan and coordinate support with care and professionalism ensures that clients receive timely, appropriate, and person-centred services, helping them build independence, confidence, and connection.

By upholding our values—Courage, Compassion, Collaboration, Commitment, and Connection—you contribute directly to our vision of a thriving, inclusive community where no one is left behind, and every individual's dignity and wellbeing are at the heart of our service.

Success in this role means every client is welcomed with dignity, assessed with care, and supported with a plan that reflects their unique needs, goals, and preferences. You provide accurate information and guidance, ensuring clients understand their rights, responsibilities, and available service options. Your assessments are thorough, timely, and person-centred, using a wellness and reablement approach that promotes independence and meaningful outcomes. Risks are identified and managed appropriately, referrals are made where needed, and support plans are developed and reviewed with clarity and purpose. You maintain accurate records, manage program waitlists responsibly, and contribute to continuous improvement. Clients and colleagues trust your judgement, appreciate your professionalism, and feel confident that their wellbeing is in safe hands.

· Referrals and Portal management – Monitor and respond to referrals received via all channels, phone, emails, portals etc.

· Screen Eligibility – Undertake phone and face to face screening of clients for service eligibility in accordance with policies and program guidelines

· Rights and Responsibilities – Ensure clients are made aware of their rights and responsibilities.

· Program waitlist and priority management – Oversee Program waitlists and service allocation priority for services under the guidance of the Team Leader.

· Core Record Development – Initiate new client records establishing core information such as minimum data set requirements for the program in the relevant Client Management system/s.

· Support Assessment – Undertake assessment of the individual support needs of the client relevant to the program they are being onboarded for.

· Risk Assessments - Where support assessments identify risks, develop a risk action plan to mitigate the identified risks ensuring the detail is entered into the Client Management System where it is seen by frontline workers.

· Escalate High Risks  - High risk in service delivery are escalated to the Team Leader for review and determination who will assess duty of care and dignity of risk.

· Support Planning – Using a wellness and reablement approach to services, develop time limited support plans based on the identified capabilities, needs and preferences that articulate the outcome aimed to be achieved and a review timeframe.

· Welcome Packs – Ensure new clients received their welcome packs that contain all the required information

· Support Monitoring and Review -Undertake client reviews within the defined timeframe to identify changes in support needs and develop updated support plans.  Where support needs are identified to have changed, expedite the review timeframe.

· Referrals to other services – Where relevant, support the client with referrals to other services such as advocacy agencies, community taxi cards etc in accordance with organisational policies and procedures.

· Fee Hardship Support – Where a risk of financial hardship is identified, undertake fee hardship support processes and follow up necessary outcomes after evaluation.

· Service Exit – Undertake procedures to discharge clients from services in accordance with policies and program guidelines.

. Support Bookings Overflow – When surges are incurred in bookings or enquires, provide support as directed.

Essential

Qualification - A Certificate IV in Community Services or other relevant discipline.

Demonstrated experience in client intake, needs assessment, and support planning - Proven ability to undertake initial screening, identify support needs, assess risk, and develop outcome-based support plans in line with program guidelines.

Excellent communication and interpersonal skills - Ability to communicate clearly, respectfully, and empathetically with a diverse range of clients, carers, referrers, and stakeholders.

Understand Support needs – Demonstrated understanding of barriers to service access

Proficiency in client management systems and record-keeping -

Experience using digital systems to manage referrals, bookings, assessments, risk plans, and service exits, with high attention to detail and data accuracy.

Experience managing risk and escalation pathways - Ability to identify risks during intake or assessment, initiate mitigation strategies, and escalate high-risk situations appropriately in line with duty of care.

Demonstrated commitment to inclusive and culturally safe practice - Proven ability to work respectfully with people from diverse cultural, linguistic, and social backgrounds, including Aboriginal and Torres Strait Islander communities, people with disability, and LGBTIQA+ individuals.

Ability to work under general direction and exercise sound judgement - Capacity to follow policy and procedural frameworks while using initiative and discretion in a fast-paced, client-focused environment.

Digital Proficiency - Competence in using client management systems, Microsoft Office, and internal reporting tools to monitor performance and drive continuous improvement.

Desired:

Experience supporting clients experiencing complex or changing needs - Familiarity with fee hardship processes, service referrals to advocacy or support agencies, and adapting support plans to reflect evolving needs.

Commitment to values-based service and continuous improvement - Demonstrated alignment with organisational values and a proactive approach to improving processes and service delivery outcomes.

Pre-employment:

Right to Work in Australia

NDIS Worker Screening Check

Working With Children's Check

For further information or a copy of the position description, email us at

Please email your cover letter addressing the selection criteria with your current resume to