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Participant Experience Officers - Tweed Heads

Social Futures
  • Full Time - 76 Hours per fortnight
  • SCHCADS Level 3 + Generous Salary Sacrifice
  • Location: Tweed Heads

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
  • Permanent ongoing full-time role (38 hours a week 8:30am - 4:30pm)
  • Working from Tweed Heads, a stone’s throw from our amazing beaches!
  • The ability to bank and use up to one week of additional leave a year!
  • Ongoing training and the opportunities for career progression.
  • SCHADS level 3 plus generous salary packaging options that increase your take-home pay

Purpose of the Position

As a Participant Experience Officer, you will be the 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. You will also be contacting NDIS participants and booking appointments with our Local Area Coordinators.

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 around the NDIS and plans 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
  • Contact and book NDIS participants for meetings with Local Area Coordinators

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
  • The ability to meet targets in a high-volume work environment with competing priorities
  • Experience working in a high-volume target driven environment

Knowledge of, or experience working with people with disabilities and their carers (including people with psycho-social disability), experience working in rostering in Community Care or Logistics and experience working in a Contact Centre is highly desirable though not mandatory.

Click here for Position Description.

How to apply

To address the selection criteria and apply online, please click here.

Applications close 4:00pm Monday, 1 June 2020. Interviews will be held as soon as sufficient numbers have applied.

For more information please contact David Thomson on 0481 565 895.

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.

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