Intake and Engagement Manager

Direct Care Assistance Pty Ltd; City of Monash; On-site; AUD 60,000 - 75,000; Part time

Benefits offered by this job

Company car

Job summary

Direct Care Assistance Pty Ltd is seeking an Intake and Engagement Manager to lead intake and onboarding across all services, responding to every enquiry and matching clients to the right support, including in-home care, community access, nursing care or SIL.

Based at Mulgrave head office with regular travel to meet clients and families; a company car is provided. The role includes coordinating with our clinical team on care plans and ensuring a smooth transition from intake to service delivery.

Qualifications

• Experience in intake, client engagement or business development, ideally in NDIS, disability, health or aged care.
• Understanding of hospital discharge, participant transitions or SIL.
• Warm and confident on the phone and in person, with a track record of guiding people to good outcomes.
• Highly organised, with strong follow through.
• Comfortable with CRM systems, Microsoft 365 and rostering platforms.
• Current full Australian driver's licence.
• NDIS Worker Screening Check, or willingness to get one before starting.
• Existing relationships with hospital social workers or support coordinators, and experience with Zoho CRM or Vertex 360, will be highly regarded.

Responsibilities

• Respond to enquiries from participants, families, hospital discharge teams and support coordinators every day.
• Understand each person's needs and match them to the right service.
• Arrange SIL house visits and first meetings for in home and nursing clients.
• Work with our clinical team on care plans and get everything ready for the first day of support.
• Hand over to our Service Delivery team and check in with families in the early months.
• Build lasting relationships with hospital social workers, support coordinators, LACs and planners.
• Guide our marketing team on newsletters, testimonials and social content.
• Represent DCA at networking and sector events.

Skills

Intake management

Client engagement

CRM systems

Phone communication

Organisational skills

Microsoft 365

Driver's licence

Tools

Zoho CRM

Vertex 360

Rostering platforms

Job description

About us

Direct Care Assistance (DCA) is a nurse led, NDIS registered provider, owned and operated by Registered Nurses. For five years we have supported people across Melbourne and regional Victoria, including participants with complex needs. Our services include:

• In home support, including personal care, domestic assistance and daily living support
• Community access, helping people connect and take part in the activities that matter to them
• Nursing care for clients who need clinical support, such as wound care, catheter and stoma care, enteral feeding and medication management
• Supported Independent Living (SIL) in shared homes across Melbourne and regional Victoria

About the role

Choosing care is one of the biggest decisions a person and their family will make. As our Intake and Engagement Manager, you are the person who makes that decision feel clear and safe.

You will lead intake and onboarding across all of our services. You will respond to every enquiry, understand each person's needs, and match them to the right support, whether that is help at home, community access, nursing care or a SIL home with compatible housemates.

What you will do

• Respond to enquiries from participants, families, hospital discharge teams and support coordinators every day
• Understand each person's needs and match them to the right service
• Arrange SIL house visits and first meetings for in home and nursing clients
• Work with our clinical team on care plans and get everything ready for the first day of support
• Hand over to our Service Delivery team and check in with families in the early months
• Build lasting relationships with hospital social workers, support coordinators, LACs and planners
• Guide our marketing team on newsletters, testimonials and social content
• Represent DCA at networking and sector events

About you

• Experience in intake, client engagement or business development, ideally in NDIS, disability, health or aged care
• Understanding of hospital discharge, participant transitions or SIL
• Warm and confident on the phone and in person, with a track record of guiding people to good outcomes
• Highly organised, with strong follow through
• Comfortable with CRM systems, Microsoft 365 and rostering platforms
• Current full Australian driver's licence
• NDIS Worker Screening Check, or willingness to get one before starting
• Existing relationships with hospital social workers or support coordinators, and experience with Zoho CRM or Vertex 360, will be highly regarded.

What we offer

• Permanent part-time role, 25 hours a week, 5 hours a day Monday to Friday. Work 9am to 2pm or 10am to 3pm, whichever suits you best
• Based at our Mulgrave head office, with regular travel to meet clients and families, visit hospitals, attend SIL house visits and represent DCA at networking events. A company car is provided for all work travel
• A six-month review, with potential to increase to full-time hours as the role grows
• A nurse led team where clinical care and support sit together