Extended Families Australia

Extended Families Australia has been supporting children and young people with disabilities and their families since 1978. We believe that having joy in your life and being a part of your community is important for everyone. Our aim is to facilitate positive connections between children and young people with disabilities, their families and the community and break down barriers by changing social attitudes and creating opportunities.

WHO

We are looking for a motivated and detail-oriented CRM & Data Administration Officer to maintain, enhance, and protect our CRM and related data systems, provide accurate data to payroll and billing as well as providing general administrative support. This role is critical in ensuring the integrity of our client and stakeholder data, supporting reporting, and enabling process automation.

Working closely with all our departments, the CRM & Data Administration Officer will be responsible for maintaining and managing our participant records on our CRM system which includes setting up service agreements, monitoring the return of signed service agreements, as well as data entry into CRM. This role will also involve working closely with our Linc and Finance team to support our billing and payroll processes for our support workers.

This is a permanent part time position with a hybrid approach, which includes a mix of work from home and at one of our offices in Box Hill. It is a requirement of this role to work on a Monday and Tuesday every fortnight on payroll week to support our payroll process.

This is a rewarding opportunity to contribute to a person-centred organisation committed to empowering people with disability and delivering high-quality services.

About you:

Essential

Bachelor’s degree (or equivalent) in Information Systems, Computer Science, Business Analytics, Data Management or related discipline

2+ years experience in a CRM/Database administration role

Experienced with CRM platforms and rostering systems (Salesforce, Lumary and Skedulo an advantage)

Experience with CRM administration & configuration, SQL / database knowledge, Integration / APIs

Experience with data cleaning, validation, deduplication, and quality control Ability to build reports, dashboards in CRM (Power BI, Tableau, native CRM)

Troubleshooting, resolving user issues, managing system changes

Ability to maintain confidentiality and handle sensitive information with discretion

Strong problem-solving and decision-making abilities with a can-do attitude

Proven ability to analyse and think critically to resolve issues

Ability to manage competing tasks, prioritises work, and meet deadlines

A team player who is flexible and willing to support across a range of system administration and data tasks

Excellent interpersonal and communication skills

Desirable

Understanding of the NDIS and its pricing arrangements or experience in the disability/community services sector will be highly regarded

Familiarity with automation tools (Power Automate, Zapier, etc.)

Project management experience

The successful applicant will be required to have a current satisfactory (or willing to undergo) Working with Children Check, NDIS Worker Screening Check, Proof of Identity Check and International Police Check (if required).

WHAT

As an CRM & Data Administration Officer, key duties include:

Data Management

Manage and maintain accurate CRM records and ensuring all data entered into systems (e.g. CRM, ERP) is accurate and complete

Identifying and removing duplicate, incomplete, or inconsistent records

Using Excel formulas, Power Query, or SQL scripts to validate data

Setting up automated rules in CRM systems to reduce human errors

Support training to CRM users

Troubleshoot issues and manage provider support tickets

Set up and update service agreements

Monitor and file signed service agreements

Monitor NDIS Plan updates and funding changes on the portal

Build and maintain reports, dashboards and analytics to facilitate data-driven decision-making

Maintain the health and stability of Salesforce platform, software updates, security and best practice.

Billing and Payroll

Generate regular reports on CRM to check the integrity of data and ensuring up-to-date billing records. Resolving errors when required

Support LinC service facilitators in ensuring all non face-to-face billings have been entered into the CRM in a timely manner

Liaise with the LinC team leader and the finance team to resolve queries relating to payroll

Liaise with our support workers in relation to billed shifts on a weekly basis

General Administration and Office Support

Manage shared inboxes, including redirecting and actioning emails

Other ad hoc administrative duties as required

BENEFITS

Access to our Employee Assistance Program and employee benefits

Salary Packaging up to the full Threshold (cap) limit for charitable organisations

Value driven organisation which provides a work environment that is safe, satisfying, flexible and promotes a healthy work-life balance

Orientation and training will be provided

Nearby parking, easy access to public transport

Flexible/hybrid working environment

Refer to the Position Description for full list of duties and selection criteria which is available on our website: www.extendedfamilies.org.au.

Enquiries to Jay Kodithuwakku by email to [email protected], using the subject line: CRM & Data Administration Officer enquiry via Seek.