Administration Assistant

Community Care Collective; Melbourne; On-site; AUD 60,000 - 75,000; Full time

Job summary

Community Care Collective in Thomastown VIC is seeking an Administration Assistant who will be the first contact for families, participants and care teams. You will manage bookings, records, and paperwork behind every program, while helping shape monthly activity calendars across Melbourne.

Ideal candidates are warm, exceptionally organized, and calm under steady incoming requests, delivering polished reports and emails.

Qualifications

• Experience in administration, customer service or office support
• Strong written communication and report writing
• Warm, patient and confident phone and in-person manner
• Highly organised with ability to manage multiple bookings and deadlines
• Confident using CRMs and online booking systems
• High attention to detail and accuracy in records
• Commitment to privacy and confidentiality for people with disability

Responsibilities

• Respond to participant enquiries by phone, email and website and provide clear information about CCC's programs
• Book and conduct tours for prospective participants and families
• Manage client onboarding, including intake forms and consent documents
• Create and maintain participant profiles in the CRM
• Manage the CRM as the central record for participants and bookings
• Process bookings, changes and cancellations for group programs and supports
• Book venues, activities and distribute tickets, handle refunds and cancellations
• Research activities across Melbourne and help build monthly calendars
• Prepare reports for NDIS plan reassessments and quotes in line with pricing
• Assist with rosters of support and other plan-related documentation
• Communicate professionally with parents, carers and coordinators
• Provide day-to-day administrative support and maintain records and compliance

Skills

Customer service

Strong written communication

Organizational skills

CRM systems

Data entry

Phone etiquette

Privacy & confidentiality

Tools

CRM software

ShiftCare

MS Office

Job description

Community Care Collective - Thomastown VIC

Our ideal candidate is a warm, exceptionally organized administrator who loves being the first point of contact for families, participants and care teams. You stay calm and on top of a steady flow of incoming requests, prioritizing, tracking and following tasks through to completion so nothing slips. You're confident and professional in your writing, producing clear, polished reports, quotes and emails. You're comfortable moving between online platforms and systems, and you keep accurate records of where every task is up to, with clear written handovers so the team always knows what's next. You care about detail and confidentiality, and you treat everyone with patience and respect. Most of all, you want to make a real difference behind the scenes for people with disability.

The Administration Assistant keeps CCC running smoothly behind the scenes. You will be the first point of contact for new and existing participants, families and care teams, and you will manage the bookings, records and paperwork that sit behind every program.

You will also help shape what we offer, researching activities across Melbourne and working with the support team to build each month's program calendar.

Our ideal candidate is a warm, exceptionally organized administrator who loves being the first point of contact for families, participants and care teams. You stay calm and on top of a steady flow of incoming requests, prioritizing, tracking and following tasks through to completion so nothing slips. You're confident and professional in your writing, producing clear, polished reports, quotes and emails. You're comfortable moving between online platforms and systems, and you keep accurate records of where every task is up to, with clear written handovers so the team always knows what's next. You care about detail and confidentiality, and you treat everyone with patience and respect. Most of all, you want to make a real difference behind the scenes for people with disability.

The Administration Assistant keeps CCC running smoothly behind the scenes. You will be the first point of contact for new and existing participants, families and care teams, and you will manage the bookings, records and paperwork that sit behind every program.

You will also help shape what we offer, researching activities across Melbourne and working with the support team to build each month's program calendar.

Key responsibilities
Participant enquiries and onboarding

• Respond to new participant enquiries by phone, email and website, providing clear information about CCC's programs

• Book and conduct tours of the facility for prospective participants, families and support coordinators

• Manage client onboarding, including intake forms, service agreements, consents and required documentation

• Create and maintain accurate participant profiles in the CRM, keeping contact details, plans and preferences up to date

CRM, bookings and participant requests

• Manage the CRM as the central record for participants, bookings and communications

• Process bookings, changes and cancellations for group programs and supports

• Respond to participant requests promptly and route them to the right team member when needed

Activity bookings and ticketing

• Book venues, activities and experiences for group programs and outings

• Purchase, track and distribute tickets, ensuring the right numbers for participants and staff

• Handle refund, exchange and cancellation requests with venues and providers

Program calendar development

• Research activities, events and venues across Melbourne suited to our participant groups

• Liaise with the support team to plan and build monthly calendars of CCC service offerings

• Check venue accessibility, opening days, costs and logistics before activities are confirmed

• Prepare and circulate finalised calendars to participants, families and staff

Reports and quotes

• Prepare reports for NDIS plan reassessments, drawing on case notes, goals and staff input

• Prepare quotes for participants, plan managers and support coordinators in line with NDIS pricing

• Assist with rosters of support and other plan-related documentation as required

Parent and care team communication

• Communicate professionally and warmly with parents, carers, support coordinators and plan managers

• Share program updates, calendars, reminders and changes in a timely way

• Keep a clear record of communications in the CRM

General operations

• Provide day-to-day administrative support to the Co-directors and support team

• Maintain filing, records and operational documentation, supporting CCC's compliance and quality obligations

• Assist with staff communications, scheduling and other behind-the-scenes tasks as needed

• Uphold participant privacy and confidentiality at all times

Key selection criteria
Essential

• Experience in an administration, customer service or office support role

• Strong written communication skills, including the ability to write clear, professional reports and emails

• Warm, patient and confident phone and in-person manner with families, carers and participants

• Highly organised, with the ability to manage multiple bookings, deadlines and requests at once

• Confident using CRMs and online booking systems once learnt

• High attention to detail and accuracy in records, quotes and documentation

• Commitment to privacy, confidentiality and the rights of people with disability

Desirable

• Experience in community services sector

• Understanding of NDIS plans, funding categories and the NDIS Pricing Arrangements (not essential but desirable)

• Experience with NDIS reports, quotes or service agreements

• Familiarity with ShiftCare or similar client management software

• Good knowledge of activities, venues and events across Melbourne

Pre-employment requirements

• Current Working with Children Check (or willingness to obtain before starting)

• Completion of the NDIS Worker Orientation Module

• Full driver's licence

• Right to work in Australia