Intake Officer

About Us

SSI is a national not-for-profit organization providing dedicated human and social services to a diverse Australia. With community at the heart of everything we do, our purpose is to create a world in which everyone has access to equal opportunities.

SSI supports individuals, children, families and communities via a range of vital human services from settlement support of newcomers and refugees through to programs in employment and education and health wellbeing and social supports for all Australians, new and old.

About the Role

The Local Area Coordinator (LAC) program is focused on improving the lives of people with disability and works directly with participants to facilitate choice and control over the NDIS services they receive.

The LAC Intake team consists of a team of specialist frontline staff, trained in NDIS technical procedures. The team provide frontline inquiry handling services, including being the first point of contact for people with disability, community members and participants, as well as being responsible for linking participants and customers to internal and external resources and support.

Intake Officers maintain detailed participant records within the NDIS Business System and are responsible for the frontline management of, and initial response to, complaints on behalf of the LAC program.

Key responsibilities:

• Frontline handling and management services to participants, families, carers and mainstream community members, as well as government bodies such as Police, Public Guardian and Safeguards and Quality Commission.
• Complaint/Compliment/Feedback handling in line with the LAC Complaints Work Instruction and the relevant NDIS procedures.
• Working with participants to understand their specific needs and goals and connecting individuals to appropriate mainstream services and local community.
• Supporting participants in understanding funded supports included in NDIS plans informed by the reasonable and necessary criteria of the NDIS Act.
• Achieving, and adhering to SSI/LAC contractual KPI and quality compliance targets.
• Assisting people with a disability who would like to apply for access to the NDIS, including advising on necessary evidence and submitting applications through the NDIS Business System.
• Providing culturally competent and responsive support to participants and community members
• Identifying risk and following all relevant mandatory reporting requirements as required, including critical incident reporting.

About You

• Knowledge and experience working in the human services sector (e.g. disability, aged care etc.), and/or lived experience of disability.
• Demonstrated understanding of the National Disability Insurance Scheme.
• Having a contemporary attitude towards disability
• Well-developed interpersonal and communication skills with the ability to build effective relationships and liaise across all levels both internally, externally and with people from diverse backgrounds.
• Demonstrated experience in providing professional and friendly customer service and advice to the community.
• Organisational and time management skills with the ability to plan workload, prioritise and meet deadlines.
• Experience using client management systems and excel.
• Willingness to travel across Districts to meet role/Participant requirements.

About our Benefits

• Salary packaging options to receive up to $15,900 of your salary tax-free meaning more take-home pay!
• Industry leading hybrid and flexible working arrangement supporting work from home and office, including the opportunity of a 9-day fortnight.
• Access to in-house training and learning opportunities for professional development and growth.
• Access to our inhouse wellbeing programs
• Working alongside professional and dedicated team members all wanting to make a difference in our communities.

About our Recruitment Process

At SSI we have a zero tolerance for child abuse and is committed to creating and maintaining a child safe organisation where protecting children and preventing and responding to child abuse is embedded in the everyday thinking and practice of all employees, contractors and volunteers. All employees will undergo a National Police Clearance and a Working with Children Check as a condition of employment.

Our commitment to Diversity: 

SSI strives to be an inclusive workplace for all people. We recognise that we operate in a diverse community and welcome and encourage applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTIQ+ community, veterans, refugees and people with disability.

To Apply:

If excited by the information above, we look forward to receiving your application, including your resume and cover letter expressing your interest and suitability for the role. Should you require further information about the role please contact talent@ssi.org.au

SSI is a Disability Confident Recruiter, and our Talent Acquisition team can assist in; providing alternative formats to apply, making adjustments to the recruitment process and offering information about workplace adjustments and support networks. Should you require adjustments please email us at talent@ssi.org.au