• Permanent Full Time

About the Organisation

Life Without Barriers is a leading social purpose, not for profit organisation of 5,600 employees working in more than 440 communities across Australia. We support children, young people and families, people with disability, older people and people with mental illness. We work with people who are homeless and refugees and asylum seekers.   

We want to employ people who reflect the diversity of our clients to ensure we can support each client's individual needs and wants. We encourage people of Aboriginal and Torres Strait Islander background and people with disability to apply.   

About the role

The Client Intake and Support Officer is the first point of contact and engagement for new customers purchasing disability services from Life Without Barriers. 

The successful candidate will be responsible for providing a responsive, reliable and customer focused experience, coordinating the intake and engagement process for all potential customers enquiring about our services as well as ensuring a high standard of client experience is maintained through monitoring service agreements.

Based in our Broken Hill office, the ideal candidate will have previous customer service experience, demonstrate a strong client-centred approach and have previous experience working with people with a disability and their support networks. 

Key Responsibilities

• Work proactively and positively with customers and stakeholders, including families, guardians, support coordinators and the NDIA
• Work within the principles of the National Disability Insurance Scheme and relevant legislation
• Ensure all enquiries are responded to in a timely and professional manner
• Provide information about service capacity and limitations to customers
• Work with relevant staff to scope and establish the agreed service prior to service delivery
• Complete all required documentation in a timely manner and in line with LWB disability policy and procedures
• Communicate with customers in relation to any changes or service limitations within five business days of enquiry
• Provide weekly (or as directed) reports to the Operations Manager that includes new customer data, exits, trends and positive outcomes

Skills & Experience

• Tertiary qualifications with a minimum of a Certificate IV in Disability, Mental Health or Community Services or equivalent demonstrated knowledge and experience
• Current driver’s license
• Demonstrated relevant experience in working with people with a disability and their support networks
• Demonstrated experience working in a dynamic, high volume work environment
• Excellent customer service/engagement skills
• High level knowledge of relevant community networks and mainstream disability services

Successful candidates will be required to clear probity checks including National Criminal History Record Check and Working with Children Check (where relevant to the role).

Benefits

• Opportunity to work for one of Australia's largest social purpose organisations
• Work within a supportive environment with excellent career opportunities
• Attractive remuneration package with excellent tax benefits

Life Without Barriers supports the Royal Commission into violence, abuse, neglect and exploitation of people with disability. We believe people with disability need to be heard and for these experiences to influence how support services like ours are delivered. View our statement here (https://bit.ly/2GzZGWA).