Intake Officer

Description:

Summary:

Ario Care Group is seeking an organised, compassionate, and client-focused Intake Officer to join our team. In this pivotal role, you will be responsible for onboarding new participants, maintaining strong relationships with existing participants and their families, and collaborating with stakeholders to ensure the delivery of high-quality services. As the first point of contact for participants, you will play a key role in creating a positive experience and facilitating smooth transitions into our services.

Responsibilities:

1. Participant Onboarding

• Manage the end-to-end onboarding process for new participants, ensuring all documentation and compliance requirements are met.
• Conduct initial consultations with participants and their families to understand their needs, goals, and preferences.
• Develop and implement service agreements in line with participant NDIS plans and funding allocations.
• Provide clear and detailed information about Ario Care Group’s services, policies, and procedures.

2. Client Services

• Serve as a key point of contact for existing participants and their families, addressing queries and concerns promptly and professionally.
• Maintain regular communication to ensure participants’ needs are met and goals are progressing.
• Support participants in understanding and navigating their NDIS plans, including liaising with service providers as needed.
• Coordinate reviews and updates to service plans to reflect changes in participant needs or goals.

3. Stakeholder Collaboration

• Build and maintain strong relationships with external stakeholders, including NDIS Support Coordinators, Plan Managers, and allied health professionals.
• Ensure smooth coordination of services by facilitating regular communication and collaboration between all stakeholders.
• Represent Ario Care Group in stakeholder meetings, reviews, and planning sessions.

4. Administrative Support

• Maintain accurate and up-to-date participant records in compliance with NDIS standards and organisational policies.
• Track and monitor service delivery and funding utilisation, providing timely reports as required.
• Identify and address gaps or issues in service delivery, escalating matters to management when necessary.

5. Continuous Improvement

• Gather feedback from participants and stakeholders to improve onboarding processes and service delivery.
• Contribute to the development and refinement of intake procedures, documentation, and tools.
• Stay informed about changes to NDIS policies and practices to ensure services remain compliant and participant-centred.

Qualifications:

Essential:

• Experience in client-facing roles, preferably within the disability, healthcare, or social services sector.
• Strong understanding of the NDIS and participant-centred care.
• Excellent communication and interpersonal skills, with the ability to build rapport with diverse individuals and families.
• Strong organisational skills, with the ability to manage multiple tasks and deadlines.
• High level of accuracy and attention to detail in documentation and data management.
• Proficiency in Microsoft Office Suite and familiarity with client management systems.

Desirable:

• Qualifications in Community Services, Disability, or a related field.
• Experience in onboarding or case management roles.
• Knowledge of relevant legislation, including the NDIS Code of Conduct and Practice Standards.

Personal Attributes:

• Empathy and patience in working with participants and families.
• A proactive and solutions-focused approach to problem-solving.
• Ability to work independently while contributing to a collaborative team environment.
• Commitment to maintaining confidentiality and professionalism in all interactions.

What We Offer:

• A supportive and inclusive workplace culture.
• Opportunities for professional development and career progression.
• Competitive salary package aligned with industry standards.
• The opportunity to make a meaningful difference in the lives of NDIS participants.