About Us

First2Care is an industry-leading provider of independent plan management services, exclusively tailored for participants in the National Disability Insurance Scheme (NDIS). As a registered NDIS service provider with more than 40 years of proficiency in financial management, we exemplify our dedication to genuine care through an unwavering commitment to delivering optimal plan management solutions.

We pride ourselves on enabling and supporting our plan-managed clients to dream up their best life, plan to achieve their goals, and live the life they want to live.

Operating across Australia, we value our staff and are committed to nurturing a culture of belonging, flexibility, and continuous development.

We recognise the value of a diverse workforce and encourage applications from people of all ages, cultural backgrounds, First Nations peoples, LGBTIQA+ communities, and people with disability. If you require any adjustments to the recruitment process, please let us know so we can support you to present your best self.

Position Details

Position Title: Client Liaison Officer

Workplace Type: Hybrid (remote and in-office as required)

Job Type: Full Time

Reports To: Client Liaison Manager

Purpose of the Role

The Client Liaison Officer (CLO) plays a key role in First2Care’s mission to empower people with disability by providing trusted, transparent, and responsive plan management services under the NDIS. You will support clients to understand, manage, and optimise their NDIS funding in a way that strengthens their long-term independence and autonomy.

You will manage a diverse caseload and foster positive relationships with clients, support coordinators, providers, and other stakeholders. Your work ensures clients receive personalised, efficient, and audit-ready plan management support.

Key Responsibilities

· Manage a designated caseload of NDIS clients, providing timely and responsive support tailored to each client’s goals and needs.

· Tailor service delivery using a strength-based, collaborative, and evidence-informed approach.

· Assist clients in developing skills to manage their plans, including budgeting and understanding NDIS rules and pricing.

· Provide guidance on resource allocation and effective use of NDIS funding to support capacity building.

· Ensure all client services and communications comply with NDIS legislation, Practice Standards, and First2Care’s policies.

· Maintain accurate, comprehensive, and audit-ready records in line with organisational and regulatory standards.

· Collaborate with support coordinators, external providers, and other stakeholders to enhance the client experience.

· Uphold privacy, dignity, and safeguarding in every interaction, in accordance with privacy laws and the NDIS Code of Conduct.

· Participate in professional development, training, and team meetings to stay current with NDIS updates and sector trends.

· Contribute to a positive team culture that values collaboration, accountability, and client-centred service.

Required Skills and Experience

· Demonstrated knowledge of the NDIS and plan management

· Experience in managing a diverse caseload in a client service environment

· Strong interpersonal and communication skills, including complex or sensitive conversations

· High attention to detail and excellent time management

· Problem-solving capabilities and a solutions-focused approach

· Ability to work both independently and collaboratively

· Strong digital literacy: proficient in Microsoft 365, CRM platforms, cloud-based tools, time recording, and soft phone systems

· Experience in social work, disability services, community services, or similar is highly desirable but not essential

Pre-employment Requirements

· Current or eligible NDIS Worker Screening Check (Yellow Card)

· National Police Check

· Verification of Australian working rights

· Two referees, including one from a recent employer/supervisor

Working Conditions & Tools

You’ll be equipped with secure access to our digital systems, including our plan management platform, communications tools, and cloud-based systems. All employees receive training and support to thrive in a hybrid working environment.

Our Client Liaison team benefit from our Flexible working conditions, access to our Employee Assistance Program (EAP) and a supportive team environment.

We value our staff and provide professional development and career growth opportunities for all staff.

If you would like to discuss adjustments to the recruitment process or have questions about the role please contact [email protected]