Care Coordinator
Company: WHITEBREAM Australia
Location: Sydney Region
Industry: NDIS Disability Services
Important Note: This role requires an relationship building skills with NDIS community as you will also be playing an important role in business growth.
Position Summary
The Care Coordinator is responsible for coordinating participant supports, managing intake processes, maintaining stakeholder relationships, and ensuring service delivery aligns with NDIS requirements.
This role plays a key part in converting enquiries into active participants and ensuring supports are delivered efficiently and professionally.
The position requires strong communication skills, confidence, and the ability to manage multiple priorities while maintaining compliance with NDIS standards.
Key Responsibilities Client Intake and Onboarding
- Respond to new enquiries promptly
- Conduct intake assessments
- Gather participant information and documentation
- Identify participant needs and service requirements
- Develop service agreements aligned with NDIS plans
- Ensure all required consent forms are completed
- Coordinate onboarding process for new participants
- Ensure participant records are accurate and complete
Service Scheduling and Coordination
- Develop and manage participant support schedules
- Allocate suitable support workers based on participant needs
- Coordinate rostering requirements with operations team
- Ensure supports are delivered according to plan
- Monitor service continuity and participant satisfaction
- Adjust supports as participant needs change
Client Acquisition and Lead Follow Up
- Follow up incoming leads and referrals
- Maintain communication with potential participants
- Convert enquiries into active service agreements
- Maintain professional relationship with referral sources
- Maintain CRM or intake tracking records
Stakeholder Relationship Management
- Maintain strong relationships with participants and families
- Liaise with support coordinators and plan managers
- Communicate with allied health professionals when required
- Maintain professional communication with external stakeholders
- Represent WHITEBREAM in a professional manner
Compliance and Documentation
- Ensure documentation aligns with NDIS requirements
- Maintain accurate participant records
- Ensure service agreements are current
- Ensure progress notes are completed where required
- Ensure participant files meet audit standards
Issue Resolution and Communication
- Respond to participant concerns promptly
- Escalate issues where required
- Maintain professional and respectful communication
- Support positive participant outcomes
- Maintain confidentiality at all times
Skills and Experience Required
Mandatory:
- Experience working within NDIS environment
- Experience in care coordination or service coordination
- Understanding of NDIS funding structure
- Strong organisational skills
- Strong verbal and written English communication skills
- Ability to manage multiple participants and priorities
- Confident communication approach
- Ability to work independently
- Ability to manage stakeholder relationships professionally
Preferred:
- Experience working with SIL supports
- Experience using rostering systems
- Experience managing service agreements
- Understanding of NDIS Practice Standards
- Experience managing participant onboarding
Key Competencies
- Strong attention to detail
- Professional communication skills
- Problem solving ability
- Confidence in decision making
- Strong time management
- Ability to manage sensitive conversations
- Flexible and adaptable approach
Performance Expectations
- Timely response to new enquiries
- Accurate service agreements completed
- Effective participant onboarding
- High participant satisfaction
- Strong stakeholder relationships
- Accurate documentation maintained
- Support schedules managed efficiently
Reporting Structure
Reports to: Operations Manager / Service Manager
Works closely with:
- Compliance Manager
- Support Coordinators
- Support Workers
- House Coordinators
- Participants and families
Job Type: Full-time
Pay: $80,000.00 – $90,000.00 per year
Work Location: In person
