Participant Support Advisor

Forward Ability Support; City of Parramatta; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Hybrid work options

Salary packaging benefits

Employee wellbeing program

Job summary

Forward Ability Support is seeking a Customer-Onboarding Coordinator to own the participant journey from enquiry to onboarding within a hybrid NSW role. You will manage intake, verify funding, and prepare service agreements, ensuring compassionate, accurate transitions.

Ideal candidates will have NDIS experience, strong coordination skills, and the ability to work across Splose/ShiftCare with MS Office. This role offers salary packaging benefits and flexible options.

Qualifications

• Experience in the NDIS sector managing client plans, budgets and service delivery.
• Ability to lead end-to-end intake and onboarding processes with funding plans/eligibility interpretation.
• Strong communication with empathy and clarity, plus solid organisational skills.

Responsibilities

• Be the first point of contact for participants, families, carers and referrers.
• Manage enquiries and referrals with timely, professional responses.
• Lead end-to-end intake, collecting participant information, needs and goals.
• Review funding approvals and plans across NDIS, iCare, DSOA.
• Prepare and issue service agreements and onboarding documentation.
• Coordinate with clinical and operational teams to allocate services.
• Identify funding gaps, risks or service limitations and escalate as needed.
• Maintain client management systems accurately and up-to-date.
• Provide regular updates to stakeholders throughout onboarding.
• Contribute ideas to improve intake and onboarding processes.

Skills

NDIS experience

Intake management

Customer service

Documentation

Education

Health/Disability qualification

Business Admin qualification

Tools

Splose

ShiftCare

MS Office

Job description

Permanent, Full-Time | Hybrid | Newington, NSW

NFP salary packaging benefits available – boost your take-home pay

About Us

Forward Ability Support is a not-for-profit organisation that has spent 60 years supporting people with spinal cord injuries and related health conditions to live their best life. We're a passionate, values-driven not-for-profit committed to creating a brighter, more inclusive future for our community. Ferguson Lodge is our specialised accommodation site located in Lidcombe, providing support for those with spinal cord injury since 1979. We offer community-based accommodation with a high level of personal and clinical care for those who have higher level needs.

The Opportunity

We're looking for a customer-focused professional with NDIS experience to be the first point of contact for participants, families and referrers engaging with Forward Ability Support. You'll own the participant journey end-to-end — from first enquiry through to intake, funding verification, service agreements and onboarding — making sure every person's transition into our services is smooth, accurate and compassionate.

This is a full-time, hybrid role based primarily in Newington, with the flexibility to work from home.

What You'll Do

• Be the welcoming first point of contact for participants, families, carers and referrers


• Manage enquiries and referrals with timely, professional responses


• Lead end-to-end intake — collecting participant information, support needs and goals


• Review and interpret funding approvals and plans across multiple funding streams (NDIS, iCare, DSOA)


• Prepare and issue service agreements and onboarding documentation


• Coordinate with clinical and operational teams to allocate services


• Identify and elevate funding gaps, risks or service limitations


• Keep client management systems accurate and up to date


• Provide clear, regular updates to stakeholders throughout onboarding


• Contribute ideas to continuously improve the intake and onboarding experience

About You

You will be offered the right support to excel in this role, but we would love to see that you have:

• Experience working within the NDIS sector, including managing client plans, budgets and service delivery


• A relevant qualification in Health, Disability Support, Community Services, Business Administration or similar


• Proven experience managing end-to-end intake or onboarding processes – including ability to review and interpret funding plans, approvals or eligibility criteria


• Confident communicator who can explain complex information with empathy and clarity


• Strong organisational skills — you can juggle multiple cases and competing deadlines without missing a beat


• Comfortable working across client management systems (Splose, ShiftCare or similar) and the Microsoft Office suite (Word, Excel, Outlook)


• A genuine affinity for the not-for-profit sector and alignment with our values


• NDIS Worker Screening Check, or willingness to obtain one

Why Join Forward and BrightSky?

• Meaningful Impact: Be part of a for-purpose organisation where your contributions truly make a difference, supported by leaders and teams aligned with a common goal.


• Flexible Work Options: Enjoy hybrid working arrangements with the ability to work from home 2-3 days per week, depending on your role.


• Attractive Salary Packaging: Access generous Not-for-Profit benefits of up to $15,900 in general living expenses and $2,650 for meals and entertainment, tax-free


• Great Locations: Work from our Newington office or Ferguson Lodge in Lidcombe—both well-connected by public transport and offering convenient parking.


• Employee Wellbeing Support: Benefit from our Employee Assistance Program, offering professional counselling and wellbeing resources for you and your immediate family.


• Extra Leave Benefits: As a permanent employee, you’ll receive 2 days of paid Forward Leave annually, 4 weeks of paid Parental Leave, and access to Long Service Leave after just 5 years of continuous service.

Forward Ability Support is an EEO Employer and people from culturally and linguistically diverse backgrounds are encouraged to apply. Successful applicants will be required to consent to a pre-employment health assessment, reference checks and a Nationally Coordinated Criminal History Check.