Intake & Administration Support Officer

Job Q; City Of Rockingham; Hybrid; AUD 60,000 - 75,000; Full time

Job summary

Support Coordination WA in Australia is seeking an experienced Intake & Administration Support Officer to join our team. This varied role combines NDIS intake, participant onboarding, administration, and operational support, with a focus on efficient home-based work and professional communication.

You will manage enquiries, coordinate onboarding, maintain accurate records, and provide essential support to the Support Coordinators and Operations teams, including occasional on-site attendance in

Qualifications

• Experience in administrative roles with strong organisational skills and attention to detail.
• Excellent written and verbal communication and the ability to work independently in a home-based setting.
• Proficiency with Microsoft 365 tools (Outlook, Word, Excel) and basic CRM systems.
• Ability to manage multiple priorities and keep accurate participant records.
• Understanding of privacy and confidentiality when handling participant information.
• Experience providing client/services support in NDIS or disability contexts is advantageous.

Responsibilities

• Manage incoming participant enquiries by phone and email.
• Coordinate intake and onboarding for new participants.
• Prepare and follow up service agreements, consent forms, and onboarding docs.
• Maintain accurate participant records and CRM entries.
• Support coordinators and operations with administrative tasks and reporting.
• Monitor capacity and allocation of new referrals and assist with transitions.

Skills

Administration

Organisational skills

Written and verbal communication

Attention to detail

Independent / work from home

Customer service

Tools

Microsoft Word

Microsoft Excel

Outlook

CRM systems

Job description

#### Intake & Administration Support OfficerKarnup, WA 6176Full Time#### Job descriptionAbout the roleSupport Coordination WA is seeking an experienced, highly organised Intake & Administration Support Officer to join our team.This varied, participant-facing role combines NDIS intake, participant onboarding, administration, and operational support.You will often be the first point of contact for new participants, families, nominees and referrers, managing enquiries and referrals through the onboarding process while providing administrative support to our Support Coordination and Operations teams.The position requires someone who can work confidently and independently from home, manage competing priorities, communicate professionally, and see tasks through to completion.Key responsibilities* Manage incoming participant enquiries and referrals by phone and email.* Coordinate the intake and onboarding process for new participants.* Gather and review referral information and escalate complex referrals where required.* Prepare and follow up service agreements, consent forms and onboarding documentation.* Establish and maintain accurate participant records and NDIS plan information.* Monitor shared inboxes and ensure enquiries are actioned, allocated or escalated.* Maintain accurate CRM records, electronic files and administrative documentation.* Communicate with participants, families, nominees, referrers and providers.* Provide administrative support to Support Coordinators and the Operations team.* Assist with monitoring Support Coordinator capacity and allocation of new referrals.* Support participant transitions and service exits where required.* Assist with feedback, complaints and general enquiries.* Maintain confidentiality and support compliance with organisational and NDIS requirements.* Identify outstanding tasks and take responsibility for following them through to completion.Working arrangementsFull-time positionMonday to Friday, 9:00 am to 5:00 pmPrimarily work from homeSome on-site attendance will be required for meetings, training and operational requirementsApplicants should therefore be based in Perth/WAA four-day part-time arrangement may be negotiated for the right candidateEssential criteriaThe successful candidate will have:* Previous experience working within the NDIS/disability sector.* Demonstrated administration experience, ideally in participant intake, client services, Support Coordination or a similar environment.* Strong organisational skills, with the ability to manage multiple priorities and follow up.* Excellent written and verbal communication skills.* Confidence communicating with participants, families, providers and professional stakeholders.* Close attention to detail and accurate record-keeping skills.* Demonstrated ability to work autonomously and remain productive in a work-from-home environment.* Confidence using Microsoft 365, including Outlook, Word and Excel.* Ability to confidently learn and use CRM and other digital systems.* Understanding of privacy, confidentiality and appropriate management of participant information.* Ability to exercise good judgement, recognise issues requiring escalation and follow tasks through to completion.Highly regarded* Previous NDIS intake or Support Coordination administration experience.* Experience managing participant referrals and onboarding.* Knowledge of NDIS plans, service agreements and participant documentation.* Experience working for a registered NDIS provider.* Understanding of the NDIS Practice Standards and associated compliance requirements.The successful candidate must:* have the legal right to work in Australia;* be able to obtain and maintain an NDIS worker screening clearance and a Working with Children Check;* be able to work the agreed hours between 9:00 am and 5:00 pm on their working days;* have a suitable and reliable home-working environment, including reliable internet access;* be able to attend on-site locations in the Perth area when reasonably required; and* comply with Support Coordination WA's privacy, confidentiality, safeguarding and organisational requirements.