Client Engagement Coordinator

About Us

Direct Care Assistance (DCA) is a nurse-led, family-run NDIS registered provider delivering Supported Independent Living (SIL), Community Participation, and Complex Care across Melbourne and regional Victoria since 2021. We pride ourselves on providing exceptional, person-centered care and building strong, trusting relationships with participants and their families.

About The Role:

The Client Engagement Coordinator is a central role at Direct Care Assistance, ensuring that participants and their families are well supported through high-quality care, strong engagement, and clear communication. This position is both client-facing and hands-on, responsible for coordinating services across Supported Independent Living (SIL) homes and Community Participation (CP) clients.

You will manage onboarding, monitor progress, resolve issues as they arise, and work closely with families, staff, and management to deliver safe, consistent, and goal-focused services. With your background in disability services, you will bring initiative, adaptability, and a proactive approach to client care and engagement.

Candidates must have a minimum of 2+ years of experience in disability services.

Reporting Line

This position reports to the Service Delivery Manager in collaboration with the Operations Manager, and works closely with the Workforce Coordinator, Finance Officer, Intake officer, support workers, and the broader care team.

Key Responsibilities

Community Participation (CP) Clients

• Coordinate end-to-end onboarding including service agreements, support plans, risk assessments, emergency plans, and consent forms.
• Enter accurate client data into DCA systems to ensure visibility across the team.
• Monitor client progress, review and approve documentation, and investigate incident reports.
• Facilitate monthly care team meetings and provide personalized participant's updates to participant and care team.
• Maintain current care plans and ensure timely reviews when needs change.
• Manage complaints and feedback, resolving directly where possible and escalating staff performance matters to the Workforce Coordinator.
• Build and maintain strong professional relationships with participants, families, and stakeholders.

• Conduct regular and unannounced house visits, completing compliance and quality checklists.
• Manage feedback and complaints from families and participants by liaising with the right team and following through until resolution
• Support and supervise SIL staff to ensure competency, training, and compliance requirements are met.
• Oversee household stock management including ordering, registers, and accountability across all SIL homes.
• Promote positive house culture through activities such as shared meals, BBQs, and community events.
• Assist with SIL client intake and provide staff induction and house orientation when required.
• Step in to cover Service Delivery Manager responsibilities during leave periods.

General Responsibilities

• Ensure compliance with NDIS Practice Standards and internal policies across documentation, incident reporting, and service agreements.
• Maintain strong relationships with clients and families through open communication and consistent follow-up.
• Organize and liaise for property maintenance and utilities within SIL homes.
• Support recruitment activities by attending support worker interviews when workforce coordinator is unavailable.
• Organize and deliver community events and seasonal celebrations in collaboration with the Operations team.
• Undertake additional duties aligned to organizational needs.

Required Skills and Attributes

• Strong interpersonal and communication skills to engage effectively with clients, families, staff, and stakeholders.
• Demonstrated problem-solving and conflict resolution skills.
• Working knowledge of NDIS requirements including care plans, risk assessments, incident reporting, service agreements, and funding guidelines.
• Sound knowledge of NDIS price guide, Roster of Care and SCHADS.

• A minimum Diploma qualification is required for this position.

• High level of attention to detail and ability to manage compliance requirements across multiple clients.

• Flexible and hands-on approach with the ability to operate across homes, community, and office settings.
• Proficiency in Microsoft Office and client management systems.
• Ability to balance client needs with organizational processes and compliance obligations.
• Current Driver's License, NDIS Worker Screening Check, and relevant clearances (or willingness to obtain).
• Australian work rights are required for this position.