About the Role

As our Client Intake Coordinator, you will be the first voice and face of our organisation for people exploring our services. You’ll guide potential participants, families, support coordinators, and case workers through the intake journey with warmth and professionalism — helping them feel heard, supported, and informed from the very beginning.

This role is perfect for someone who is highly organised, confident in communication, and passionate about providing exceptional customer service in a sensitive, human-focused environment.

Key Responsibilities

Respond promptly and professionally to incoming enquiries via phone, email, or web

Provide clear information about our services and intake process to NDIS participants, Child Protection case workers, families, and guardians

Guide new clients through referral and onboarding, ensuring required documents and consent forms are completed

Collaborate with internal teams (Bookings, Case Management, Finance) to ensure a smooth handover from intake to service delivery

Maintain accurate records in our CRM and ensure all compliance and privacy standards are met

Assist in identifying suitable supports based on participant needs, goals, and risk assessments

Build and maintain positive relationships with external stakeholders (e.g., support coordinators, case managers, and allied health professionals)

Skills and Experience

Essential:

Previous experience in a client-facing role, ideally within disability, child protection, or community services

Excellent interpersonal and communication skills, both written and verbal

Strong administrative and organisational skills

Empathy, patience, and a person-centred approach to all interactions

Understanding of the NDIS and/or Child Protection systems

High attention to detail and the ability to manage multiple enquiries at once