Position: Rostering & Intake Officer
Location: Sydney, NSW (Hybrid – office, community visits and some remote work)
Employment Type: Full-Time
Hours: Monday – Friday, 9:00am – 5:00pm
Reports To: Managing Director & Rostering Team
Salary: Negotiable based on experience and demonstrated ability to convert referrals into active clients.
Job Advertisement
- Chosen Family is seeking an energetic, organised, and responsive Rostering & Intake Officer to join our growing team.
- This is a key role within the organisation, acting as the first point of contact for prospective clients, families, and referral partners while coordinating services through effective rostering and onboarding processes.
- The successful candidate will oversee client intake, service onboarding, rostering of support workers, and general administrative coordination to ensure services run smoothly and efficiently.
- This role requires someone who has excellent attention to detail, strong organisational skills, and a passion for working with people. You must enjoy speaking with clients and stakeholders both face-to-face and over the phone, building strong relationships while providing a welcoming and professional first experience with Chosen Family.
- Working closely with the Managing Director and internal teams, the Rostering & Intake Officer will play an important role in converting referrals into active clients, coordinating workforce schedules, and ensuring a high-quality service experience.
- We are looking for someone who is naturally proactive, enjoys speaking with people, and thrives in a fast-paced environment where organisation, communication, and problem-solving are essential. The ideal candidate is confident engaging with clients and stakeholders while also being highly capable with systems, documentation, and coordination.
- This role is ideal for someone who enjoys connecting with people, solving problems, and coordinating services to ensure participants receive the support they need.
About Chosen Family
Chosen Family is a values-driven disability and community services provider committed to delivering inclusive, trauma-informed and person-centred supports.
We work with participants, families, and communities to provide high-quality services across disability and community sectors, including NDIS supports and in-home services. Our focus is on building strong relationships, supporting individual goals, and creating safe and inclusive environments for the people we support.
Key Responsibiities
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 and professional manner
Provide clear and accurate information regarding NDIS supports, Support at Home services, and Chosen Family programs
Build positive relationships with clients and families through empathetic communication
Conduct onboarding visits and gather required documentation
Client Intake & Service Onboarding
Manage intake from enquiry through to service commencement
Complete intake documentation including care plans, risk assessments and intake forms
Enter and maintain accurate records within the client management system
Prepare Service Agreements and Schedules of Support
Ensure documents are signed, stored and compliant with NDIS standards
Coordinate service activation once agreements are completed
Rostering & Service Coordination
Maintain daily rosters for support workers and participants
Utilise systems such as Caremaster for scheduling and rostering
Match participants with appropriate support workers based on compatibility, skills and location
Manage roster changes including cancellations or emergency coverage
Liaise with support workers regarding shifts and availability
Workforce Coordination
Monitor worker availability and capability
Liaise with HR and recruitment regarding workforce needs
Support onboarding of workers through systems such as Caremaster and Employment Hero
Operational Support
Resolve service delivery issues and escalate when required
Support improvements to intake and rostering processes
Ensure services align with NDIS Practice Standards and person-centred approaches
Stakeholder Engagement
Maintain relationships with participants, families, Support Coordinators, allied health professionals and community partners
Ensure all interactions reflect Chosen Family values and professionalism
Administration & Data Management
Maintain accurate records and documentation in organisational systems
Track referrals and enquiries
Ensure documentation complies with privacy and regulatory standards
Essential Criteria
Experience in intake, rostering, administration or coordination within disability or community services
Understanding of NDIS or Support at Home services
Experience preparing Service Agreements and Schedules of Support
Experience using rostering or client management systems
Strong proficiency in Microsoft 365
Excellent written and verbal communication skills
Current NDIS Worker Screening Check
Current Working With Children Check
Valid Driver’s Licence
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Rights to work in Australia
Desirable Criteria
Experience using systems such as:
Caremaster
Employment Hero
Go2
HubSpot
Experience with NDIS intake and referral management and an understanding of trauma-informed and inclusive practice is highly regarded.
Key Performance Indicators (KPIs)
Timely response to client enquiries
Efficient completion of intake documentation
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
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Compliance with NDIS service standards
Why Join Chosen Family?
Be part of a purpose-driven organisation supporting inclusive communities
Flexible hybrid working environment
Opportunity to contribute to a growing organisation
Collaborative leadership and supportive team culture
Meaningful work supporting people with disability and their families
