Rostering & Intake Officer – Hybrid

Position Description

Rostering & Intake Officer

Location: Hybrid (with local travel as required) Employment Type: Part-time Hours: Monday – Friday, 9:00am – 3:00pm Reports To: Managing Director Salary: Negotiable based on experience and demonstrated ability to convert referrals into active clients.

Position Summary

• The Rostering & Intake Officer plays a critical role in coordinating services and ensuring a positive experience for prospective and existing clients.
• This role acts as the first point of contact for new enquiries, guiding prospective participants, families, and referrers through the intake process while ensuring accurate information, timely follow-up, and conversion of referrals into active services.
• The role also supports the coordination of service delivery through rostering, matching clients with suitable support workers and ensuring services are scheduled efficiently and in line with participant preferences, workforce availability, and organisational standards.
• Working closely with the Managing Director and internal teams, the Rostering & Intake Officer ensures seamless service activation, effective workforce coordination, and a high standard of client experience.

Key Responsibilities

Client Enquiries & First Point of Contact

• Act as the first point of contact for prospective clients, families, carers, and referrers.

• Respond to phone, email, and website enquiries in a timely, respectful, and professional manner.

• Provide clear and accurate information regarding:

• Support at Home services

• NDIS supports and eligibility pathways

• Services offered by the organisation

• Next steps in the intake process

• Build positive relationships with clients and families through empathetic and professional communication.

Client Intake & Service Onboarding

• Manage the client intake process from enquiry to service commencement.

• Complete client intake forms and gather required documentation.

• Utilise the client management system to record enquiries, client information, and service details.

• Enter and maintain accurate client records including:

• Client intake forms

• Participant goals and support requirements

• Contact and referral details

• Prepare and coordinate Service Agreements for new clients.

• Develop and complete Schedules of Support aligned with participant funding and service requirements.

• Ensure all documents are signed, stored, and compliant with NDIS and organisational standards.

• Coordinate the activation of services following agreement completion.

Rostering & Service Coordination

• Coordinate and maintain daily rosters for support workers and client services.

• Match participants with suitable support workers based on:

• Skills and experience

• Personality and compatibility

• Participant preferences

• Location and availability

• Monitor roster coverage to ensure all scheduled supports are filled.

• Manage last-minute changes including:

• Staff cancellations

• Client schedule changes

• Emergency coverage

• Liaise with support workers to confirm shifts, availability, and service updates.

• Ensure rostering practices align with participant needs and service agreements.

Workforce Coordination

• Maintain visibility of support worker availability and capabilities.
• Liaise with HR and recruitment teams regarding workforce needs and service demand.
• Support onboarding of new workers through systems such as Caremaster and Employment Hero.
• Ensure support workers receive clear information regarding client supports and expectations.

Operational Support & Issue Resolution

• Identify and resolve service delivery issues in a timely and professional manner.

• Escalate complex issues to the Managing Director where required.

• Ensure services are delivered in accordance with:

• NDIS Practice Standards

• Person-centred approaches

• Trauma-informed practice

• Support improvements in intake, rostering, and service coordination processes.

Stakeholder Engagement

• Maintain positive relationships with:

• Participants and families

• Support Coordinators

• Allied health professionals

• Community organisations and referral partners

• Ensure all interactions represent the organisation professionally and strengthen referral networks.

Data Management & Administratio

• Maintain accurate client and service records in organisational systems
• Ensure all documentation is completed in line with privacy and compliance requirements
• Track referral enquiries and support conversion into active services.

Key Relationships

Internal

• Managing Director
• Support Coordination Team
• Rostering & Administration Team
• HR / People & Culture
• Support Workers

External

• NDIS Participants and Families
• Support Coordinators
• Allied Health Professionals
• Community Organisations
• Referral Partners

Key Competencies

• Strong organisational and rostering coordination skills
• Excellent client communication and engagement skills
• High attention to detail in documentation and scheduling
• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving and coordination abilities
• Commitment to person-centred and trauma-informed practice

Essential Criteria

• Experience in intake, rostering, administration, or coordination within disability and community services
• Understanding of NDIS or Support at Home service delivery
• Experience preparing Service Agreements and Schedules of Support
• Experience using client management or rostering systems
• Proficiency in Microsoft 365
• Excellent written and verbal communication skills
• Current NDIS Worker Screening Check
• Current Working With Children Check
• Valid Driver’s Licence
• Rights to work in Australia

Desirable Criteria

• Experience using systems such as Caremaster , Employment Hero, Go2, or similar platforms
• Experience in NDIS intake and referral management
• Understanding of trauma-informed and inclusive practice

Key Performance Indicators (KPIs)

• Timely response to client enquiries
• Efficient completion of intake documentation and onboarding
• Accurate preparation of Service Agreements and Schedules of Support
• Effective rostering with minimal unfilled shifts
• Conversion of referrals into active service clients
• High client and stakeholder satisfaction
• Compliance with documentation and service standards