NDIS Intake and Onboarding Manager (SIL )

Direct Care Assistance Pty Ltd; Melbourne; Sur place; AUD 68 000 - 83 000; Plein temps

Avantages offerts par ce poste

Company car for hospital visits and on

Company laptop and phone

Résumé du poste

Direct Care Assistance is a nurse-led, NDIS registered provider delivering SIL and related supports across Melbourne and regional Victoria. The role leads intake from day one, ensuring every client starts safely with robust plans, risk and emergency protocols, and coordinated staff readiness.

You will work with a small, close-knit team, directly with the Director, shaping the intake department's success and the quality of client starts across homes and community settings.

Qualifications

• At least 2 years in SIL intake, transitions or SIL coordination with an NDIS provider.
• Hands-on SIL experience guiding transitions and onboarding.
• Ability to build rosters, service agreements, boarding agreements, care plans, risk assessments without templates.
• Working knowledge of NDIS SIL funding, plan reviews, and complex care (behaviour support, medication management).
• NDIS Worker Screening Check/WITH Australian working rights and a current Victorian driver licence.

Responsabilités

• Be the warm, knowledgeable first voice for enquiries; understand needs, funding and timeframes.
• Plan transitions and onboarding, prepare service agreements and care plans.
• Ensure staff readiness; educate and brief staff on plans before shift.
• Lead internal handover; coordinate departments to deliver for every client start.

Connaissances

SIL intake coordination

Strong communication

Organised and fast-paced

Leadership support

Problem solving

Outils

CRM

Rostering systems

Microsoft 365

Description du poste

NDIS Intake and Onboarding Manager (SIL )

You have already led SIL transitions, hospital discharges and new client onboarding, and you love doing it well. What you want now is a team that backs you and a business that lets you do the job properly. We will give you a thorough induction into our homes, systems and people. Because this role leads intake from day one, it needs someone with hands on SIL experience, so it is not suited to someone new to SIL.

Is this you?

You have already led SIL transitions, hospital discharges and new client onboarding, and you love doing it well. What you want now is a team that backs you and a business that lets you do the job properly. We will give you a thorough induction into our homes, systems and people. Because this role leads intake from day one, it needs someone with hands on SIL experience, so it is not suited to someone new to SIL.

About Direct Care Assistance

Direct Care Assistance is a nurse led, NDIS registered provider supporting people with complex needs across Melbourne and regional Victoria. We run numerous SIL homes with SDA partners, offer medium term accommodation for safe hospital discharge, and say yes to people with high intensity needs where many providers say no.

We are a close, lean team that genuinely looks out for each other. We share the load on the hard days, back each other's decisions, and celebrate the wins together. Our Director is a registered nurse who started DCA because care too often stopped at discharge. You will work directly with her, and this role is where that promise begins for every new client.

The role

You own and lead our Intake and Onboarding department. Every new client comes through you, whether they are starting in home supports, community access or moving into one of our SIL homes, from the first phone call to a safe, settled start. You make sure every care plan, risk assessment and emergency plan is assessed, in place and taught to staff before the first shift, and that hospitals, families, guardians and support coordinators feel confident and cared for throughout.

You will never be doing this alone. You work alongside a solid, lean team across Service Delivery, Workforce, Recruitment, Finance and Operations, and directly with our Director. You set out clearly what each department needs to deliver for every new client, delegate it, and lead each team through to the outcome. The whole team is beside you, and you are the one who brings it together for the client.

How we will support you

• A structured induction: meet every department, visit our homes and learn our systems before you take the lead

• Regular one on ones with the Director, weekly through your first 90 days

• Registered nurses on hand for every clinical question, so you never carry clinical risk alone

• Each department delivers its part; your role is to lead and coordinate, not do it all yourself

• Clear expectations from day one, so you always know what good looks like

• Your ideas matter: if you see a better way to run intake, we want to hear it and we will back you to try it

What you will do

Enquiries and first contact

• Be the warm, knowledgeable first voice people hear: respond quickly to every enquiry by phone and understand each person's needs, funding and timeframes

• Build trust with participants, families, support coordinators, hospital social workers and discharge teams, OPA guardians and State Trustees, and turn the right enquiries into confirmed starts

• Keep every enquiry and its stage up to date in our CRM

Planning the transition and onboarding

• Review NDIS plans and SIL quotes, and build the roster of care

• Prepare the service agreement, schedule of supports and boarding agreement

• Attend hospital meetings, case conferences and visits to clients in their own homes to create and finalise the support plan (company car provided)

• Liaise with pharmacies on medication supply and packing before move in day, and hand clinical needs to our registered nurse team to assess and lead

Care plans and staff readiness

• Complete every care plan, risk assessment, emergency plan and any other required plan before a client starts, whether in home, community or SIL

• Make sure each plan is properly assessed, with clinical plans reviewed by our registered nurse team

• Educate and brief staff on every plan before their first shift with the client

• Work with OPA guardians and State Trustees on consents, decisions and financial arrangements

• Nothing starts until the plans are done and the team is ready

Leading the internal handover

• Draft the roster so Rostering knows exactly what to fill and Recruitment knows exactly who to hire, with what skills, for which shifts

• Make sure the roster matches each client's funded supports and needs, with no gaps

• Coordinate Service Delivery, Workforce, Recruitment, Finance and Clinical so every start day is ready: staff, documents, medication and house

• Stay with the client until they are settled, then hand over warmly and clearly to Service Delivery

Existing participants

• Support a small caseload of current participants.

What you will bring

These are essential, because they are what set you up to succeed here from your first week.

• At least 2 years in SIL intake, transitions or SIL coordination with an NDIS provider

• You have personally led SIL transitions from hospital or another setting into a SIL home, and onboarded new in home and community clients

• You can build a roster of care, service agreement, boarding agreement, care plan, risk assessment and emergency plan without a template walk through

• Working knowledge of NDIS SIL funding, plan reviews, and complex care (behaviour support, medication management, high intensity supports), and experience working with OPA guardians and State Trustees

• A warm, confident phone presence: you build trust quickly, ask the right questions and help people reach a decision

• Very tech savvy: rostering systems, CRM, Microsoft 365, and you pick up new tools fast

• You work at pace, stay organised and communicate with clarity and kindness

• Full Victorian driver licence

• NDIS Worker Screening Check (or willing to apply before start), Working with Children Check and full Australian working rights

Highly regarded: registered nurse, enrolled nurse or allied health background; existing relationships with Melbourne hospital discharge teams.

How we will measure success

We are clear about expectations from day one. In this role you will be measured on:

• Speed of response to every new enquiry and referral

• Enquiry to confirmed move in rate

• Days from referral to move in

• Every new start, in home, community or SIL, with care plan, risk assessment, emergency plan, roster and medication in place and staff briefed before the first shift

• Feedback from hospitals, families and support coordinators

• Accurate CRM records and complete transition files

What you get

• $75,000 plus superannuation, with a formal salary review at 6 months. As you show the value you bring, through smooth transitions, happy referrers and a strong intake department, your salary grows with it.

• Company car for hospital visits and all work travel

• Company laptop and phone

• A nurse led clinical team behind you, so you are never carrying clinical risk alone

• A supportive, fast moving team that wants you to succeed

• Real ownership and autonomy over a role that matters to every new participant