• Full Time - 76 Hours per fortnight
• SCHCADS Level 3 + Generous Salary Sacrifice
• Location: Lismore

Social Futures is a voice for social change in regional Australia, helping to create connected, resilient communities. With more than 40 years’ industry experience, we are a community service leader, striving to create change through our work across homelessness and housing supports, youth and family services, sector advocacy and programs that promote genuine participation for people with disability. Social Futures currently serves more than 80% of regional New South Wales.

What Social Futures Offers:

• A flexible and friendly workplace
• Regular supervision with access to our Employee Assistance Program
• Ongoing training and support

Purpose of the Position

As a Participant Experience Officer, you will be first point of contact and support for enquires relating to NDIS services. This is a phone based role and is an integral part of our Local Area Coordination (LAC) Program, which helps deliver the NDIS in local communities. You will be responsible for working independently and in collaboration with others to provide a positive experience for our customers. You will need to respond to enquiries by phone and email in a confidential, professional, courteous, accurate, informed and timely way. You will be responsible for assessing and documenting the needs of participants and making referrals for enquiries where applicable.

List of key responsibilities:

• Provide responsive and professional customer service relating to enquiries about NDIS services
• Work with clients to understand, assess and prioritise their key needs and manage client bookings across a number of service areas
• Provide information regarding financial and contractual requirements for participants and family members to assist with making informed decisions
• Maintain enquiries and referral lists to ensure timely referrals
• Ensure a person-centred approach to provide excellence in participant experience

To be considered for this position you must possess the following:

• Caring personality, motivation and a positive can-do attitude
• Excellent communication skills and the ability to work effectively in a team
• Outstanding customer service skills and the ability to develop strong relationships
• Proficiency in computer skills at an intermediate level with accurate reporting, data entry etc
• Experience in meeting customer service related KPIs
• Knowledge/experience of working with people with disabilities and their carers, including people with psycho-social disability

Social Futures is an equal opportunity employer, Aboriginal and Torres Strait Islander People are encouraged to apply. People with lived experience of disability are encouraged to apply.

Click here for Position Description.