Intake Officer

About us
Breakaway Toowoomba Inc. (Breakaway) has been providing quality services to people with a disability in the Toowoomba region for over 36 years. We began as a small family-based organisation, providing respite for children with disabilities and have since grown and diversified our organisation to include respite for people of all ages, independent living, community participation, in home support, social groups and NDIS access support, employing over 130 local staff.

Our priority continues to be the Toowoomba region, as we invest in our infrastructure and our people to realise our vision and mission, as well as to become an employer of choice for the disability and human services industry.

About the Role
As Intake Officer, you will play a vital role in Breakaway by serving as a first point of contact for individuals with disabilities, their families, stakeholders and the community. You will be responsible for coordinating the intake process, creating client records, providing information and resources, and establishing and maintaining strong networking relationships with stakeholders.

In particular, you will be responsible for:

• responding in a timely and empathic manner to inquiries from individuals with disabilities, their families, and other stakeholders seeking information or services
• providing emotional support, guidance, and encouragement to clients and their families throughout the intake process
• assessing client eligibility for access to Breakaway services, applying risk management principles
• coordinating and managing the intake process, including gathering relevant information and records, scheduling and attending appointments, undertaking site visits
• conducting initial needs assessments and identifying appropriate services, programs, or resources based on client needs 
• providing accurate and up-to-date information about Breakaway services, programs, and resources to clients and their families
• coordinating access of information, assessments and reports required from allied and other health professionals that determine the level of support required
• establishing and maintaining strong relationships with clients and sector providers, community organisations, government agencies, support coordinators, plan manager, allied and other health professionals
• attending and representing Breakaway at networking events, workshops, conferences, and community meetings to promote our services and initiatives
• the provision of exceptional customer service under a client-centric framework, with a strengths-based approach
• negotiating, generating, and monitoring client service agreements against NDIS budgets
• assisting the broader Service Delivery Team and undertaking tasks as required and directed by management.

You are responsible for the overall coordination of the Intake function and the front facing Breakaway experience for clients, their families, and key stakeholders. You will work in collaboration with a range of other stakeholders to ensure quality service delivery, compliance, and client satisfaction.

Experience and qualifications required
To be successful in this role, you will need:  

• Minimum two years’ experience working with clients in a similar industry
• Demonstrated experience working with vulnerable and marginalised people
• Knowledge of disability services, programs, and resources, as well as an understanding of the challenges faced by individuals with disabilities and their families
• Excellent communication skills, both written and verbal, with the ability to interact effectively with diverse individuals and groups
• Strong networking, relationship-building, and collaboration skills
• Empathy, patience, and sensitivity when working with clients facing diverse needs and challenges
• Strong organisational skills including the ability to manage time within limited timeframes
• Proficiency in using relevant software applications, databases and information management systems
• Ability to work independently and as part of a team
• Commitment to upholding ethical standards and maintaining client privacy and confidentiality
• Current Blue Card and NDIS Worker Screening Clearance or willing to apply
• Current Driver’s licence (minimum provisional)
• Degree in behavioural/social science or related field (highly regarded).

Our benefits: 

• Not-for-Profit salary packaging
• Employee Assistance Program
• Corporate discounted Private Health Insurance
• Competitive remuneration
• Career development and progression pathways
• Culturally diverse organisation
• Ongoing learning and development
• This is a Permanent Fulltime position.  

To be considered for this role, you will need to provide a current Resume/CV and Cover letter (no longer than two pages or via video) responding to the bullet points above, under the headings ‘About the role’ and 'Experience and qualifications' sections. Applicants need to provide at least two supervisory referees. Applications close on 26th of April 2024.

If you wish to discuss this opportunity, please contact Emity Biffin (Service Delivery Manager) on 07 4639 5*** during business hours or email ************@breakawaytmba.org