Client Intake Coordinator

Paylos; City of Melbourne; On-site; AUD 60,000 - 80,000; Full time

Job summary

Paylos is seeking a Client Intake Coordinator to be the first contact for people exploring or accessing our services. You will guide participants, families, support coordinators, case managers and other stakeholders through the intake process with warmth and professionalism.

You will work from our main office with a requirement to commute to the Shady Creek Hub at least one day per week, depending on operational needs.

Qualifications

• Experience in intake, administration, client services or community services would be highly regarded.
• Knowledge of the NDIS and/or Child Protection systems would also be highly regarded.

Responsibilities

• Manage the intake phone line and respond promptly to enquiries by phone and email.
• Provide clear information about Paylos and the intake process.
• Guide new clients and families through referral, intake and onboarding.
• Ensure paperwork and consent forms are completed accurately.
• Liaise with families, guardians, support coordinators and case managers.
• Coordinate with internal teams for a smooth transition from intake to service delivery.
• Maintain accurate and confidential client records.
• Handle intake-related emails, correspondence and letters.
• Follow up outstanding information and progress intake actions.
• Complete general administration and office duties.
• Handle sensitive information in accordance with privacy requirements.

Skills

Organisational skills

Administrative skills

Written communication

Verbal communication

Empathy and compassion

Attention to detail

Prioritisation

Stakeholder communication

Job description

As Paylos’ Client Intake Coordinator, you will be the first point of contact for people exploring or accessing our services. You’ll guide participants, families, support coordinators, case managers and other stakeholders through the intake process with warmth, compassion and professionalism—helping them feel heard, reassured and informed from their very first interaction with Paylos.

The people contacting us may be experiencing challenging or emotional circumstances. You may hear from a parent urgently seeking support, a Child Protection case manager looking for respite following a placement breakdown, or an anxious parent preparing for their child to participate in the community and develop friendships.

Your ability to listen, communicate clearly and respond promptly will help our clients and stakeholders feel confident that they have come to the right place.

This is a full-time position with one primary office base. You will also be expected to work from our Shady Creek Hub at least one day per week and occasionally more, depending on operational needs.

About the Role

As Paylos’ Client Intake Coordinator, you will be the first point of contact for people exploring or accessing our services. You’ll guide participants, families, support coordinators, case managers and other stakeholders through the intake process with warmth, compassion and professionalism—helping them feel heard, reassured and informed from their very first interaction with Paylos.

The people contacting us may be experiencing challenging or emotional circumstances. You may hear from a parent urgently seeking support, a Child Protection case manager looking for respite following a placement breakdown, or an anxious parent preparing for their child to participate in the community and develop friendships.

Your ability to listen, communicate clearly and respond promptly will help our clients and stakeholders feel confident that they have come to the right place.

This is a full-time position with one primary office base. You will also be expected to work from our Shady Creek Hub at least one day per week and occasionally more, depending on operational needs.

Key Responsibilities

• Manage the Paylos intake phone line and respond promptly and professionally to enquiries by phone and email
• Provide clear and accurate information about Paylos, our services and the intake process
• Guide new clients and families through referral, intake and onboarding
• Ensure required paperwork, consent forms and supporting documents are completed accurately
• Liaise with families, guardians, support coordinators, case managers and other stakeholders
• Coordinate with internal teams to support a smooth transition from intake to service delivery
• Maintain accurate and confidential client records
• Manage intake-related emails, correspondence and letters
• Follow up outstanding information and ensure intake actions progress promptly
• Complete general administration and office duties
• Handle sensitive information in accordance with privacy and organisational requirements

Skills and Experience

We are looking for someone who has:

• Exceptional organisational and administrative skills
• Excellent written and verbal communication skills
• A warm, compassionate and person-centred approach
• The ability to help people feel welcome and reassured during sensitive or emotional conversations
• Strong attention to detail and the ability to maintain accurate records
• The ability to manage multiple enquiries and priorities
• A prompt, reliable and professional approach
• Confidence communicating with families, professionals and external stakeholders
• The ability to take ownership of tasks and follow them through to completion

Experience in intake, administration, client services, disability support, Child Protection or community services would be highly regarded.

Knowledge of the NDIS and/or Child Protection systems would also be highly regarded.