Client Coordinator/Intake Officer

Role Overview

As the first point of contact for new clients, you play a key role in creating a welcoming and seamless start to their journey with us.

You'll gather important details, connect clients with the most suitable support worker, and ensure everything is in place before transitioning them to the ongoing care team.

Your work helps set the tone for a positive, organised, and caring client experience

What You Will Do

Helping New Clients (Intake & Onboarding)

• Welcome new clients with kindness and answer their questions clearly.
• Gather all necessary information and paperwork, including service agreements, assessments, and consent forms.
• Explain our range of services so clients understand how we can best support them.
• Schedule their first meeting and ensure the right staff are prepared to assist.
• Provide clients with all required agreements and take the time to explain what each document means.

Staying in Touch (Client Coordination)

• Stay connected with clients to ensure they're happy and receiving the support they need.
• Match clients with skilled support workers who meet their individual needs (for example, experience with epilepsy or specific care requirements).
• Communicate any updates, changes, or special requirements to the team promptly.
• Share client feedback and hand over all details neatly to the Rostering and Team Leader for follow-up.

When a Client Leaves (Offboarding)

• Support clients as they complete their services or move to another provider.
• Ensure all client records are accurate, complete, and securely stored.
• Notify the relevant team members when services need to be finalised.
• Conduct a property inspection with the participant to check for any damage and confirm that all company furniture and items are accounted for.
• Collect feedback from clients to help improve our services.
• Report any issues, incidents, or risks to your manager promptly.

Helping the Business Grow

• Encourage people to start using our services.
• Sell our services to participants who are interested (i.e explain clearly what we offer and how we can help them and regularly follow up.)
• Keep track of how many people join, stay, and leave.
• Talk to people who refer clients to us (referrers), for example Support Coordinators, so they keep sending clients to us by being friendly, honest, and professional, show people what makes our company special.

After-Hours Work (On-Call)

• Rotating Roster for oncall
• Recording all information of what happens while doing on call

You'll thrive in this role if you:

• Communicate with kindness, clarity, and confidence.
• Have a great eye for detail and accuracy.
• Stay organised and handle client information with care.
• Enjoy matching clients with the right support team members.
• Keep calm, positive, and solutions-focused — even when things get busy.
• Feel comfortable using technology, especially tools like Google Workspace, and Visualcare.

What You'll Be Responsible For

• Creating a warm and supportive welcome for every new client.
• Ensuring all client information is accurate, complete, and kept confidential.
• Coordinating a smooth start and finish to each client's services.
• Communicating clearly and respectfully with staff, managers, and clients.
• Promptly reporting any issues, feedback, or concerns to your manager.
• Helping to keep our services full by ensuring vacancies are minimised and new clients are supported to join and stay.

Why You'll Love Working With Us

• A supportive and caring team that values your work.
• Opportunities for growth and professional development.
• A role where you truly make a difference in people's lives every day.
• A workplace built on respect, collaboration, and compassion.