Customer Service Coordinator – NDIS Intake, Onboarding & Ongoing Support
Organisation: CRANK – NO BARRIERS
Location: Melbourne (Hybrid)
Employment Type: Full-time / Part-time (flexible)
Reports to: Growth Lead / CEO
Role Purpose
Our Customer Service Coordinators are the first and constant point of contact for participants, families, support coordinators, and plan managers. You’ll deliver a smooth, neurodiversity‑affirming experience across the entire participant lifecycle—from first enquiry → intake → onboarding → coach matching → ongoing service coordination. You own the early journey and the ongoing customer service experience for active participants, ensuring every person feels welcomed, informed, supported, safe, and connected throughout their time with CRANK.
Key Responsibilities (What you’ll do)
1) Customer Service & Front‑of‑House (All Channels)
- Respond to all inbound enquiries (phone, email, webforms, social/DMs, community channels).
- Provide clear information on programs, sessions, availability, and next steps including running intake information sessions and tours
- Maintain a warm, strengths‑based, neurodiversity‑affirming tone at all times.
- Act as the go‑to customer support contact for active participants and families.
- Manage “in‑the‑moment” needs: reschedules, questions, reassurance, complaints, quick help from all people interacting with CRANK at all stages of their journey
2) NDIS Intake & Suitability Triage
Run initial eligibility and suitability screening:
- Participant goals (friendship, skill-building, flourishing outcomes).
- NDIS funding type (NDIA / plan / self-managed).
- Needs, accessibility, risks or barriers.
Determine the best pathway:
- Coaching suitability and scope
- Referral to alternate supports if needed
- Collect required documents: NDIS plan details, contacts, consent, participant profiles.
3) Intake Bookings & Onboarding Coordination
Coordinate and book intake appointments for families and support coordinators.
Prepare onboarding packs and guide families through each step.
Manage all onboarding tasks:
- Service agreements
- Consent and privacy forms
- System setup and profile creation
- Welcome communications (email/SMS)
- Ensure a smooth handover to coaches with complete information.
4) Coach Team Matching & Commencement Scheduling
- Match participants to coaches based on goals, interests, delivery mode, location, and availability.
- Book first sessions and confirm details with participants/families.
- Manage scheduling updates, cancellations, reschedules, and communication loops.
5) Ongoing Participant & Family Support (Active Participants)
Be the ongoing customer service point for the duration of a participant’s journey.
Support with:
- CREW Escalations or concerns above and beyond what the coaching team can handle
- Questions about progress or next steps if wanting more out of CRANK.
- Additional goal alignment and impacts of changing NDIS plans and budgets that would require new service agreements to be completed
- Temporary disengagements or re‑engagements follow-ups working with coaching team
- Maintain proactive check‑ins working with coaching where required (e.g., funding changes, attendance concerns)
- Keep support coordinators and plan managers updated as appropriate working with coaching
6) Partner and Stakeholder Liaison (SCs, PMs, Families)
- Build strong relationships with referral partners – SSRC, OT, PBS, Pyschologists and SC’s.
- Build strong relationships with plan managers to understand funding needs.
- Build strong relations with families and the care team of incoming and changing CREW.
- Confirm service details, funding, and billing requirements.
- Maintain clear two‑way communication so stakeholders feel informed and confident.
- Ensure invoicing is correct at the start of the service.
7) Systems, Admin & Data Quality
- Ensure invoicing follow-ups and changing enrollment (NDIS price item usage) and service agreements are managed.
- Keep participant records, communications, profile details, and documents accurate.
- Maintain both intake pipeline and active participant roster.
- Log all updates, changes, follow-ups, and outcomes.
- Produce simple weekly reports (pipeline, active caseload, risks, blockers, trends).
8) Quality, Compliance & Safeguarding
Follow all CRANK and NDIS expectations regarding:
- Privacy, consent, and documentation.
- Incident or concern escalation .
- Safe and ethical service delivery.
- Identify early indicators of risk or barriers and escalate appropriately.
What Success Looks Like (KPIs / Outcomes)
- Enquiries responded to within agreed timeframes (<24 hrs).
- High conversion from enquiry → intake → onboarding → active participation.
- Timely and accurate completion of service agreements and onboarding steps.
- Invoice follow-ups are closed in agreed timelines (<36 hrs).
- Changes to service agreements are closed in agreed timelines (<36 hrs).
- Participants and families consistently report a clear, warm, low‑stress experience.
- High satisfaction from active participants due to responsive ongoing support.
- Coaches receive complete, accurate information and minimal admin friction.
- Clean CRM data, no missing steps, strong follow‑through.
- Strong relationships with external partners and stakeholders (SCs/PMs).
Skills & Attributes (What you bring)
- Strong understanding of NDIS compliance, billing and stakeholder needs.
- Warm, confident communicator—especially with autistic/ADHD/psychosocial participants.
- Highly organised, detail-oriented, excellent with follow-ups and closing loops.
- Calm under pressure; good at managing competing priorities.
- Strong admin and tech confidence (CRMs, calendars, docs, forms).
- Respectful, strengths‑based, inclusive, and neurodiversity‑affirming.
- Ability to handle sensitive information with professionalism.
Experience
- Experience in NDIS intake and other NDIS coordination areas.
- Understanding of disability support services, allied health admin, or customer success.
- Understanding of NDIS funding types and stakeholder coordination.
- Experience supporting neurodivergent people or working in strengths-based models.
- Bonus: business development, marketing, partnerships.
- Bonus: financial acumen and cashflow management.
Working Style & Expectations
- Your ability to create outcomes and manage details and workflow is all that matters!
- Hybrid + flexible hours aligned to participant and family needs.
- Occasional after-hours intake or urgent scheduling.
- Team-first mindset and close collaboration with coaches and operations.
Why CRANK?
At CRANK, we’re building a world‑class neurodiversity‑affirming experience that turns isolation into friendships and passions into flourishing lives. You’ll be the person who makes the first steps feel safe and the ongoing journey feel supported, consistent and empowering.
