Client Delivery Officer

About the role:

At 360 Health Management, we believe in empowering people to live their best lives. As the Client Delivery Officer, you’ll work closely with participants, building a strong relationship with them and their support network to ensure they are receiving the supports that they need. In this role you will make genuine, measurable change in people’s lives by listening to them, gathering feedback and supporting to improve the service department.

Key responsibilities:

• Act as the primary point of contact for clients
• Build and maintain strong relationships with participants and external supports, ensuring their satisfaction with services
• Overseeing the provision of services
• Monitor and report on service utilisation, cancellations, and billable hours
• Track service KPIs including rostering efficiency, cancellations, staff attendance, and utilisation rates.
• Ensure that teams are maintaining accurate records of supports delivered, case notes, and progress updates.
• Conduct regular formal check-ins with participants
• Support service reviews and feedback processes
• Manage participant enquiries and referrals
• Coordinate intake assessments and documentation
• Support service agreement preparation and onboarding processes
• Ensure all compliance documentation is completed prior to commencement and maintained through the NDIS plan lifecycle
• Identify opportunities to improve client services and make recommendations to management
• Maintain accurate records of client interactions and transactions
• Assisting with training of the delivery team

About You

• Qualification in Individual Support, Disability, Community Services or alike, or relevant previous experience
• Experience supporting complex clients, ideally in a coordination or allied health capacity
• Excellent communication and relationship-building skill
• Strong organisational and time management ability
• Strong problem-solving and decision-making abilities
• Understanding of NDIS frameworks
• A current unrestricted Australian Driver’s Licence

360 Health Management is an Equal Opportunity employer, and we are committed to providing a working environment that embraces and values diversity and inclusion.