Job description

About the role Support Coordination WA is seeking an experienced, highly organised Intake & Administration Support Officer to join our team. This varied, participant-facing role combines NDIS intake, participant onboarding, administration, and operational support. You will often be the first point of contact for new participants, families, nominees and referrers, managing enquiries and referrals through the onboarding process while providing administrative support to our Support Coordination and Operations teams. The position requires someone who can work confidently and independently from home, manage competing priorities, communicate professionally, and see tasks through to completion.

Key responsibilities

• Manage incoming participant enquiries and referrals by phone and email.
• Coordinate the intake and onboarding process for new participants.
• Gather and review referral information and escalate complex referrals where required.
• Prepare and follow up service agreements, consent forms and onboarding documentation.
• Establish and maintain accurate participant records and NDIS plan information.
• Monitor shared inboxes and ensure enquiries are actioned, allocated or escalated.
• Maintain accurate CRM records, electronic files and administrative documentation.
• Communicate with participants, families, nominees, referrers and providers.
• Provide administrative support to Support Coordinators and the Operations team.
• Assist with monitoring Support Coordinator capacity and allocation of new referrals.
• Support participant transitions and service exits where required.
• Assist with feedback, complaints and general enquiries.
• Maintain confidentiality and support compliance with organisational and NDIS requirements.
• Identify outstanding tasks and take responsibility for following them through to completion.

Working arrangements Full-time position Monday to Friday, 9:00 am to 5:00 pm Primarily work from home Some on-site attendance will be required for meetings, training and operational requirements Applicants should therefore be based in Perth/WA A four-day part-time arrangement may be negotiated for the right candidate

Essential criteria The successful candidate will have:

• Previous experience working within the NDIS/disability sector.
• Demonstrated administration experience, ideally in participant intake, client services, Support Coordination or a similar environment.
• Strong organisational skills, with the ability to manage multiple priorities and follow up.
• Excellent written and verbal communication skills.
• Confidence communicating with participants, families, providers and professional stakeholders.
• Close attention to detail and accurate record-keeping skills.
• Demonstrated ability to work autonomously and remain productive in a work-from-home environment.
• Confidence using Microsoft 365, including Outlook, Word and Excel.
• Ability to confidently learn and use CRM and other digital systems.
• Understanding of privacy, confidentiality and appropriate management of participant information.
• Ability to exercise good judgement, recognise issues requiring escalation and follow tasks through to completion.

Highly regarded

• Previous NDIS intake or Support Coordination administration experience.
• Experience managing participant referrals and onboarding.
• Knowledge of NDIS plans, service agreements and participant documentation.
• Experience working for a registered NDIS provider.
• Understanding of the NDIS Practice Standards and associated compliance requirements.

The successful candidate must:

• have the legal right to work in Australia;
• be able to obtain and maintain an NDIS worker screening clearance and a Working with Children Check;
• be able to work the agreed hours between 9:00 am and 5:00 pm on their working days;
• have a suitable and reliable home-working environment, including reliable internet access;
• be able to attend on-site locations in the Perth area when reasonably required; and
• comply with Support Coordination WA's privacy, confidentiality, safeguarding and organisational requirements.

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