Client Intake Officer

3 days ago

Brisbane City, Australia Archdiocese of Brisbane Full time
  • Great working environment
  • Local to Brisbane and surrounding areas
  • Salary packaging options are available, up to $15,900.

Centacare Community Services, the social services arm of the Catholic Archdiocese of Brisbane, has been providing support and care to the community for over 50 years. We are committed to leading social change, strengthening families, and supporting individuals and communities, delivering a wide range of social services across Southeast Queensland.

About the Role:
The Intake Officer plays a vital role in facilitating the smooth admission and onboarding of clients into our services. This 6 month fixed-term full-time position involves assessing potential clients, coordinating access to community supports, and ensuring that all documentation and processes adhere to regulatory and organizational standards. The Intake Officer is dedicated to providing a seamless and supportive onboarding experience for clients and their families as they engage with Centacare services.

By effectively managing these responsibilities, the Intake Officer ensures that client transitions into services are well-supported, compliant, and personalized, enhancing client satisfaction and operational efficiency.

Key Responsibilities:

  • Monitor and respond to referrals from government portals to identify prospective clients and initiate follow-up.
  • Handle inquiries from potential clients, families, and other referral sources, providing information and addressing concerns to build trust and engage clients.
  • Conduct initial screenings to assess eligibility and understand prospective clients' specific needs, gathering information to inform service planning.
  • Provide guidance on the onboarding process, explaining service options, timelines, and next steps to set realistic expectations and build client confidence.
  • Coordinate and schedule client assessments with service teams, ensuring timely evaluations that align with client needs.
  • Maintain client records in the Client Information Management System (CIMS), ensuring accuracy and compliance with data and privacy regulations.
  • Keep detailed records of approved funding, service types, and contract entitlements to ensure services align with funding allocations.
  • Regularly monitor service capacity against contract obligations to ensure alignment with available resources.
  • Collaborate with rostering and service teams to arrange services tailored to client needs and preferences.
  • Work with service teams and leaders to provide a comprehensive handover, ensuring they have all necessary information for effective client engagement.
  • Support the contact center by responding to client inquiries, resolving issues, and directing calls as appropriate.
  • Collaborate with operational, rostering, and business support teams to facilitate a cohesive onboarding experience.
  • Oversee the entire onboarding journey from initial referral to service commencement, proactively resolving any issues to ensure a smooth, positive client experience.
  • Provide day-to-day support to achieve business plan outcomes.
  • Contribute to continuous improvement efforts by providing feedback on intake processes and client needs.
  • Provide regular formal supervision to direct reports.
  • Keep senior staff informed of issues and needs related to the position and service.

Essential Requirements: 

  • Previous experience in intake or administrative roles within aged care, disability, healthcare, or social services.
  • Must hold or be eligible for a Working with Children's Card (Blue Card).
  • Must hold or be eligible for a NDIS Working Screening Card (Yellow Card).
  • Must hold a current National Police Certificate.
  • Must have a QLD Driver's Licence.
  • Strong understanding of the community aged and disability sector, including My Aged Care, NDIS, and various funding models.
  • Excellent interpersonal and communication skills for effective interaction with clients and their families or advocates.
  • Attention to detail with the ability to manage large volumes of information.
  • Proficiency in using care management systems (e.g., Alayacare) and Microsoft Office Suite.
  • Strong time management skills and ability to prioritize tasks in a busy environment.

Benefits: 

  • Salary Sacrifice options.
  • Opportunities for professional development and career advancement.
  • Supportive and inclusive work environment dedicated to making a positive impact in the community.
  • Comprehensive training on all aspects of the role, including transition to the Alayacare Client Management system.

If you are a motivated and experienced professional looking to make a difference in the lives of others, we encourage you to apply for this exciting opportunity with Centacare Community Services. Join us in our mission to empower individuals and families to thrive. The role is paid at a level 3.1 ($40.05) to level 3.5 ($45.34) under our EBA, with skills and experience being critical to the role. 
Please note shortlisting and interviews will commence as applications are received. 
The Archdiocese of Brisbane has standards of conduct for workers to maintain a safe and healthy environment for children. Our commitment to these standards requires that we conduct working with children checks and background referencing for all persons who will engage in direct and regular involvement with children and young people (0 - 18 years) and/or vulnerable adults. The organisation is fully committed to child safety and has a zero tolerance to abuse of children or vulnerable adults
   

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