Clinical Intake Officer

Permanent, Full-Time | Hybrid | Newington, NSW 

NFP salary packaging benefits available – boost your take-home pay

About Us

For 60 years, Forward Ability Support has helped people with spinal cord injury and related health conditions live their best lives. We’re a values-driven not-for-profit working toward a more inclusive future for our community.

Our specialised accommodation site, Ferguson Lodge in Lidcombe, has supported people with spinal cord injury since 1979. It offers community-based living with a high level of personal and clinical care.

The Opportunity

As our Clinical Intake Officer, you’ll be the first friendly face and voice of Forward Ability Support. You’ll guide participants, families and referrers from first enquiry through intake, funding verification, service agreements and onboarding. You’ll make each person’s transition into our services smooth, accurate and compassionate.

This is a full-time, hybrid role based primarily in Newington, with the flexibility to work from home.

What You’ll Do

• Be the welcoming first point of contact for participants, families, carers and referrers
• Manage enquiries and referrals with timely, professional responses
• Lead end-to-end intake — collecting participant information, support needs and goals
• Review and interpret funding approvals and plans across multiple funding streams (NDIS, iCare, DSOA)
• Prepare and issue service agreements and onboarding documentation
• Work with clinical and operational teams to allocate services
• Flag funding gaps, risks or service limitations early, and escalate them
• Keep client management systems accurate and up to date
• Provide clear, regular updates to stakeholders throughout onboarding
• Contribute ideas to continuously improve the intake and onboarding experience

About You

You will be offered the right support to excel in this role, but we would love to see that you have:

• Experience working within the NDIS sector, including managing client plans, budgets and service delivery
• A relevant qualification in Health, Disability Support, Community Services, Business Administration or similar
• Proven experience managing end-to-end intake or onboarding processes – including ability to review and interpret funding plans, approvals or eligibility criteria
• Confident communicator who can explain complex information with empathy and clarity
• Strong organisational skills — you can juggle multiple cases and competing deadlines without missing a beat
• Comfortable working across client management systems (Splose, ShiftCare or similar) and the Microsoft Office suite (Word, Excel, Outlook)
• A genuine affinity for the not-for-profit sector and alignment with our values
• NDIS Worker Screening Check, or willingness to obtain one

We’ll give you the support you need to succeed in the role!

Why Join Forward and BrightSky?

• Meaningful Impact: Make a real difference in people’s lives, backed by teams who share a common purpose.
• Flexible Work Options: Enjoy hybrid working arrangements with the ability to work from home 2-3 days per week, depending on your role.
• Attractive Salary Packaging: Access generous Not-for-Profit benefits of up to $15,900 in general living expenses and $2,650 for meals and entertainment, tax-free
• Great Locations: Work from our Newington office or Ferguson Lodge in Lidcombe, both close to public transport with parking available.
• Employee Wellbeing Support: Benefit from our Employee Assistance Program, offering professional counselling and wellbeing resources for you and your immediate family.
• Extra Leave Benefits: As a permanent employee, you’ll receive 2 days of paid Forward Leave annually, 4 weeks of paid Parental Leave, and access to Long Service Leave after just 5 years of continuous service.

How to Apply:

Applications should include:

• Your current resume
• A cover letter addressing your suitability for the role and your experience

Ready to be the first friendly face of someone’s Forward journey?… Apply NOW!

Please note: Only shortlisted candidates will be contacted.

Forward Ability Support is an EEO Employer and people from culturally and linguistically diverse backgrounds are encouraged to apply. Successful applicants will be required to consent to a pre-employment health assessment, reference checks and a Nationally Coordinated Criminal History Check.