Intake Coordinator

2 days ago

Melbourne, Victoria, Australia Hearth Support Services Full time

We have an opportunity to join our client Intake team, playing a key role in setting up participants & matching them with the right support workers.

As a first point of contact for new participants, the Intake Coordinator is responsible for managing intake enquiries from the initial service request through to setup, allocation, and handover to one of our Relationship Managers

Reporting to the Intake Manager, you will ensure that participants have the best possible experience as they come on board with Hearth.

**Responsibilities will include**:

- Acting as a first point of contact for service requests and intake enquiries
- Providing accurate information and excellent customer service in a timely manner
- Initial assessment of service requests and our capacity to meet them
- Organising and conducting initial home visits alongside a Relationship Manager
- Liaising with participants, family members, support coordinators, and other stakeholders
- Collecting information and documentation to understand service requirements
- Flagging any issues or concerns, and escalating to the Intake Manager as required
- Working with Recruitment to match new participants with Hearth support workers
- Facilitating a smooth handover between Intake and the Relationship Manager team, giving us the best chance of success for a sustainable and positive relationship

**Requirements**:

- Professional or lived experience with disability
- Proven experience in a customer facing role
- Excellent time management and organisational skills
- Own car and driver's license
- Strong interpersonal skills and high levels of resilience
- Understanding of the NDIS
- Working knowledge of CRM, Microsoft Office suite, and employee rostering systems

**Benefits**
- Opportunity to join a small, friendly team
- Join a rapidly growing organisation with a warm and supportive culture
- Flexible working hours and conditions
- Opportunities for career development and progression to other roles within the organisation
- Travel compensation, work laptop, and mobile phone provided

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