NDIS Customer Care Specialist

About Tender Loving Care Disability Services

Tender Loving Care is committed to providing people with disabilities reasonable, individualised support services to help them achieve their life goals. Tender Loving Care operates in a person-centred manner, empowering individuals to use their strengths to build relationships and integrate into the community.

Values:

• Integrity: Ethical and transparent operations
• Respect: Valuing dignity and rights of all
• Impact: Intentional and outcome-driven
• Engagement: Collaborating for success

The Customer Care Specialist is an integral member of Tender Loving Care's National Customer Care Team and will be based at our Victoria Preston office, located at 608 High Street, Preston, VIC 3072 responsible for coordinating and delivering high-quality intake, assessment and service planning processes for NDIS participants. This role ensures participants are supported with timely access to services that align with their goals, values and preferences.

The Customer Care Specialist works in alignment with the NDIS Practice Standards and Tender Loving Care's internal quality frameworks to deliver safe, person-centred and outcome-focused care.

The role requires a strong understanding of NDIS funding, compliance, documentation and systems such as Care Vision and the ability to work collaboratively with internal and external stakeholders to ensure services are responsive, inclusive and continuously improving.

Key Responsibilities

Participant Intake and Assessment

• Lead the intake and onboarding of new participants, including risk assessments and initial support planning.
• Analyse and interpret NDIS plans, funding categories and goals to inform service responses.
• Ensure services are tailored to individual needs in line with person-centred principles and participants' cultural and communication preferences.
• Establish and maintain accurate participant records in Care Vision, including goals (GOMs) and support needs (ARMS).
• Prepare physical files and documentation in accordance with Tender Loving Care's quality assurance procedure.

Participant Support and Engagement

• Work closely with participants and their families or representatives to promote understanding of their NDIS plan and empower informed choice and control.
• Identify and communicate strategies to support participants in achieving their goals.
• Ensure participants are linked to appropriate supports both within Tender Loving Care and through external referrals (e.g. Allied Health, mainstream services).
• Collaborate with the Allied Health team and other stakeholders to ensure services remain aligned with individual outcomes and evolving needs.
• Monitor progress toward participant goals and support regular review cycles.

Service Coordination and Quality Monitoring

• Coordinate participant transitions across services including service commencement, reviews and exits.
• Conduct follow-ups with participants and stakeholders to assess satisfaction, address concerns and drive continuous improvement.
• Ensure services provided meet NDIS Quality and Safeguarding requirements.
• Maintain up-to-date knowledge of relevant standards, legislation and best practices to inform service delivery.

Community and Stakeholder Engagement

• Support participant inclusion by promoting access to meaningful community connections and activities.
• Work in partnership with families, support coordinators, local area coordinators, case managers and other providers.
• Advocate for the rights, dignity and independence of people with disabilities in all community engagement activities.
• Identify and contribute to opportunities for growth, service development and innovation.

Planning and Reporting

• Develop and implement person-centred care and support plans in collaboration with participants and key stakeholders.
• Document participant progress, risk profiles and support adjustments in care vision.
• Assist with report preparation and data collection for internal and external reviews including plan reassessments and NDIS audits.
• Set and monitor timelines to ensure timely completion of intake, care planning and data entry tasks.

Safety, Risk and Compliance

• Promote and model safe work practices in line with Tender Loving Care and NDIS Work Health and Safety standards.
• Complete risk assessments, incident reports and quality assurance reviews as required.
• Support a zero-harm culture with a strong focus on participant safeguarding.
• Ensure participant records, consents and agreements are up to date and securely managed.

Culture and Continuous Improvement

• Reflect Tender Loving Care's values of respect, empowerment, inclusion and integrity in every aspect of service.
• Contribute to a culture of feedback, reflection and continuous learning.
• Participate in regular team discussions, reviews and quality improvement initiatives.
• Work collaboratively with internal departments to enhance operational efficiency and participant experience.

Essential Criteria

• Diploma in Community Services, Certificate III or IV in Disability or related field
• In-depth understanding of NDIS funding, goals and planning structures
• Commitment to the rights and inclusion of people with disability
• Demonstrated experience in delivering person-centred support services
• Excellent communication and interpersonal skills
• High-level administrative skills with experience using Care Vision or similar CRM systems
• Ability to work independently, solve problems and meet deadlines
• Emotional intelligence, professionalism and alignment with Tender Loving Care's values
• Current Australian Driver's Licence, valid NDIS Worker Screening Check, Working with Children Check, First Aid & CPR and other NDIS compliance requirements

Desirable Criteria

• Experience in service coordination or case management in the disability sector
• Knowledge of behaviour support plans, health care plans and allied health referrals
• Familiarity with the NDIS Quality and Safeguards Commission standards and audit preparation
• Ability to translate strategic participant goals into measurable outcome