NDIS Client Engagement Team Leader

About the role:

This pivotal leadership position will oversee the provision of core supports services in a participant’s NDIS plan. The program offers flexible and customised services to participants and their families under the new funding guidelines of the NDIS.

Our high paced office environment will allow the right person to assist with change management processes, implement contemporary disability services and support and supervise staff.

Reporting to the Program Manager Client & NDIS Services, you have a growing team of passionate and professional Client Engagement Consultants that deliver a phone-based service to participants.

Key responsibilities will include:

  • Supporting the functions of the Intake and Transitions team, for newly onboarded clients and families
  • Reviewing and monitoring NDIS or individual support packages funding in accordance with a participant’s service agreement (and rules of the Scheme)
  • Tracking funding on client database system
  • Matching support staff to meet individual requirements for quality service delivery
  • Supervising and supporting staff, ensuring they have the required information and can fulfil their duties to the required standards and timeframes
  • Conducting monthly staff supervisions and implementing review of work performance processes as required
  • Maintaining comprehensive client records and using the client database system to generate reports and quantitative performance data
  • Completing Service Agreements and Service Bookings as required
  • Accessing and utilising the NDIA Portal for Service Bookings
  • Liaising with NDIA, DHHS and any other external agencies and stakeholders to manage client matters in a timely manner
  • Managing risk, complaints, incidents (CIMS) and feedback
  • Working collaboratively with internal program areas (i.e Finance, Workforce Team) to ensure quality service delivery

Underpinning your success in this role will be your existing expertise and qualifications gained within the disability services sector. Your outstanding results will be attributed to your existing understanding of Disability Services policies and procedures; including a quality framework and person-centred approach, experience and knowledge of funding packages, a solid understanding of the NDIS in conjunction with presenting challenges and solutions focused attitude.

In return, you will be rewarded with the opportunity to join a team of passionate and supportive professionals who are leading the NDIS journey. The NDIS is only going to continue to grow, so this is your chance to get involved and join one of Australia's fastest growing sectors! If this resonates with you, please APPLY NOW or for further information, please contact Caroline Lane on 03 9896 2468.

About Us:

ONCALL is a recognised leader in the disability sector: we are people focused, driven by strong values and employ only the best staff to deliver excellence in client focused support. We are committed to ongoing development, training and career pathways for all our staff. ONCALL employ over 1,500 employees in over 350 sites across metropolitan Melbourne.

Successful applicants must also have Australian Working Rights and be willing to undertake a Working With Children Check and Police Check.

Only applicants with Australian Working Rights should apply. Indigenous Australians and Torres Strait Islanders are encouraged to apply.