Client Services Officer

Johnny H; Penrith City Council; Presencial; AUD 70.000 - 95.000; Jornada completa

Descripción de la vacante

Johnny H is seeking a Client Services Officer to support regional programs, delivering exceptional service, onboarding new clients, and engaging with families and stakeholders.

The role covers NDIS support areas, relationship-building, and compliance; weekend work and some overnight activities are required to meet program needs. You will contribute to capacity building and social activities within the community program.

Formación

• Experience in the NDIS sector, ideally within case management and understanding of funding, planning, and service delivery models.
• Self-starter who likes to leave things better than the way you find them
• NDIS Worker Screening Check
• Excellent communication and negotiation skills
• Highly organised with exceptional attention to detail and the ability to manage multiple priorities
• Valid Driver's Licence

Responsabilidades

• NDIS Support Areas: Including SIL, Respite, and Community Participation.
• Relationship Building: Engage with clients, their families, and other stakeholders to build trust and ensure satisfaction.
• Participant Support: From onboarding to ongoing case management, you'll be a steady, supportive presence for the participants in your caseload.
• Compliance & Quality Assurance: Support all aspects of onboarding and service delivery— including with care plans, assessments, and documentation, ensuring everything meets NDIS standards.
• Ensure clear communication with all departments including rostering coordinators, finance, recruitment, housing and operations to ensure client requirements are understood and delivered aligned to the DMS values
• Liaise with Client Services to continually improve and develop processes and documentation aligned within the role

Conocimientos

NDIS experience

Communication

Organisational skills

Negotiation

Driver's license

Self-starter

Attention to detail

Case management

NDIS funding knowledge

Policy compliance

Descripción del empleo

Our culture and expectations for all workers

We pride ourselves on creating an inclusive, innovative, and high-performing workplace. This means:

• Be a true ambassador—live, breathe, and actively promote our core values of innovation, insight, and execution in everything you do.

• Champion policies and procedures—we expect you to comply with, support, and uphold all position, department, and organisational policies and procedures.

• Foster a team spirit—adopt a "one in, all in" mindset by collaborating and supporting your teammates to achieve shared success.

• Maintain a safe and fair environment—help keep our workplace fair, inclusive, and safe by ensuring it is free from discrimination, injury, and incidents.

• Bring your best self—engage fully by applying your skills, knowledge, and enthusiasm to create meaningful and memorable experiences for everyone you interact with.

About the role

As our new Client Services Officer, you'll play a key role in supporting our clients through exceptional service delivery. The Client Services Officer at Johnny H is a strategically important role in the engagement and acquisition of clients for the regional based community program. This role will provide clients a reason to join, and be the reason they stay and actively engage with Johnny H. The nature of the role will require regular weekend work and some overnight engagement in activities.

This multi-faceted role covers acquisition of new clients, engagement of existing clients as well as being the enabler of both capacity building and social activities within the social and community program. As a natural extension of the JH program values, personal character will be of vital importance. The role requires experience, knowledge and understanding of all aspects of service management including team management, individual planning and risk management as well as continuous improvement.

Responsibilities:

Key responsibilities of this position are:

• NDIS Support Areas: Including Supported Independent Living (SIL), Respite, and Community Participation.

• Relationship Building: Engage with clients, their families, and other stakeholders to build trust and ensure satisfaction. Regularly check in with clients both over the phone and in person.

• Participant Support: From onboarding to ongoing case management, you'll be a steady, supportive presence for the participants in your caseload.

• Compliance & Quality Assurance: Support all aspects of onboarding and service delivery- including with care plans, assessments, and documentation, ensuring everything meets NDIS standards. Monitoring of participant progress notes and manage any areas of concern.

• Ensure clear communication with all departments including rostering coordinators, finance, recruitment, housing and operations to ensure client requirements are understood and delivered aligned to the DMS values

• Liaise with Client Services to continually improve and develop processes and documentation aligned within the role

Key skills, experiences and qualifications

• Essential Requirements

  • Experience in the NDIS sector, ideally within case management, with an understanding of NDIS funding, planning, and service delivery models

  • Self-starter who likes to leave things better than the way you find them

  • NDIS Worker Screening Check

  • Excellent communication and negotiation skills

  • Highly organised with exceptional attention to detail and the ability to manage multiple priorities

  • Valid Driver's Licence