Client Care Representative

Allen Care Services; Toowoomba Regional; On-site; AUD 70,000 - 90,000; Full time

Job summary

Allen Care Services seeks an experienced Client Care Coordinator to deliver person-centred supports for NDIS participants. You will manage intake, develop Individualised Support Plans, coordinate SIL services and lead staff to ensure safe, high-quality care.

Strong governance, confidentiality and communication are essential. You will work with families, Support Workers and health professionals to align supports with participant goals, rights and preferences, while maintaining detailed

Qualifications

• Experience in case management and disability/community services.
• Extensive knowledge of NDIS, participant plans, funding and person-centered practice.
• Experience coordinating supports with families, guardians, support workers, and external professionals.
• Strong leadership, communication, problem-solving and stakeholder-management skills.
• Excellent organization, time management, written communication and attention to detail.
• Ability to handle sensitive information with confidentiality.
• A respectful, reliable, compassionate and approachable manner.
• Experience in SIL or complex support environments is highly regarded.

Responsibilities

• Coordinate supports for NDIS participants in line with goals and funded supports.
• Manage participant intake and onboarding, including assessments and information collection.
• Develop, implement and review Individualised Support Plans and Rosters of Care.
• Coordinate SIL intake and Service Agreements.
• Monitor progress, changing needs, risks and service outcomes.
• Coordinate participant reviews, case conferences, team meetings and stakeholder communication.
• Guide Support Workers to deliver safe, person-centred supports.
• Respond to incidents, complaints and safeguarding concerns.
• Maintain confidential case notes and participant records.
• Ensure services meet NDIS requirements and organisational policies.

Skills

Case management

Disability services

Community services

Support coordination

NDIS knowledge

Leadership

Communication

Problem-solving

Stakeholder management

Organization

Time management

Written communication

Confidentiality

Compassionate

SIL / complex supports

Education

Certificate IV or equivalent (Community Services / Disability / Individual Support / Social Work / Case Management / Mental Health / Allied Health)

Job description

Reporting to the Operations Manager, we are seeking an experienced and compassionate Client Care Coordinator to coordinate high-quality, person-centred supports for NDIS participants.

This key role works closely with participants, families, Support Workers, Support Coordinators, allied health professionals and other service providers to ensure supports are safe, consistent and aligned with each participant’s goals, needs, rights and preferences.

You will oversee participant intake, support planning, service coordination, SIL-related processes, staff guidance, reviews, risk management and ongoing service improvement. This position suits a highly organised professional who can confidently manage competing priorities while building respectful relationships and maintaining accurate documentation.

Key Responsibilities

• Coordinate supports for allocated NDIS participants in line with their goals, plans, needs and funded supports.
• Manage participant intake and onboarding, including assessments, meet-and-greets and collection of relevant information.
• Develop, implement and review individualized support plans and Rosters of Care.
• Coordinate Supported Independent Living intake and assist with Service Agreements.
• Monitor participant progress, changing needs, risks and service outcomes.
• Coordinate participant reviews, case conferences, team meetings and stakeholder communication.
• Guide Support Workers to deliver safe, consistent and person-centered supports.
• Respond appropriately to incidents, complaints, safeguarding concerns and changes in participant circumstances.
• Maintain accurate, timely and confidential case notes, reports and participant records.
• Ensure services meet NDIS requirements, organizational policies, procedures and relevant legislation.
• Solve complex and unfamiliar problems

About You

• Previous experience in case management, disability services, community services, support coordination or a similar role.
• Extensive knowledge of the NDIS, participant plans, funding and person-centered practice.
• Experience coordinating supports and working with families, guardians, Support Workers and external professionals.
• Strong leadership, communication, problem-solving and stakeholder-management skills.
• Excellent organization, time management, written communication and attention to detail.
• Ability to manage sensitive information professionally and maintain confidentiality.
• A respectful, reliable, compassionate and approachable manner.
• Experience in SIL, supported accommodation or complex support environments is highly regarded.

Essential Requirements

• Certificate IV or equivalent qualification in Community Services, Disability, Individual Support, Social Work, Case Management, Mental Health, Allied Health or a related field, or equivalent sector experience.
• Current NDIS Worker Screening clearance.
• Current Blue Card and Yellow Card, where applicable.
• Current First Aid and CPR certification.
• Valid Australian driver’s licence.
• Access to a reliable vehicle with comprehensive insurance.
• Willingness to complete required training and ongoing professional development.

Why Join Us?

• Make a meaningful difference in the lives of NDIS participants.
• Work in a collaborative, participant-focused environment.
• Use your coordination and leadership skills to improve service quality and continuity of care.
• Access opportunities for professional development and continuous learning.