Become Our NDIS Support Coordination Officer
AVWA is looking for a NDIS Support Coordination Officer
Location: Richmond
Reports to: NDIS Program Coordinator
Employment Status: Full-time
Role Purpose
The role of the Support Coordination Officer is to support NDIS Participants to achieve their NDIS Plan goals. To provide high-quality care management for consumers receiving NDIS funding. The role is performed in a competitive market environment where customer satisfaction with service quality and outcomes is essential for customer retention and attraction, and organisation sustainability.
Responsibility:
A. Service Delivery
- Assists NDIS Participants (“Participants”) to identify and plan strategies to achieve their personal goals within a person-centred framework under NDIS legislation.
- Works equitably with Participants with respect to each individual’s right to dignity, privacy, independence and respect.
- Support clients to implement their NDIS plan to maximise the value for money they receive from their supports.
- Supports participants connect to NDIS and other supports.
- Builds a participant’s capacity and capability to understand their plan, navigate the NDIS and make their own decisions.
- Brokers supports and services in line with a participant’s wishes and their plan budget.
- Monitors plan budgets and support effectiveness.
- Exercise client’s choice, control, assist and coach participants on how to utilize the NDIS participant portal to make the service bookings and changes.
B. Service Agreements
- Liaison with Roster teams and communicate with clients and/or carers to ensure shift requests are arranged according to client’s preferences and update any changes accurately.
- Monitor client data across multiple systems, including Carelink+ and others.
- Maintaining and updating service agreement templates in line with NDIS and organisational requirements.
- Establishing and refining efficient processes to create, update and monitor client agreements and supports.
- Ensure consistent record-keeping and version control of client agreements in the relevant system.
- Respond to internal and external queries regarding NDIS agreements and administration in a professional and timely manner.
C. Community Engagement and Education
- Conducts community presentations to raise awareness of the NDIS, including people with a disability in mainstream supports.
- Liaises with carers, families and significant others involved in providing support, including specialist generic agencies and other mainstream service providers.
D. Team Work and Development
- Works collaboratively within the team and other teams such as Plan Management, Roster, Account, and Purchasing Teams.
- Actively participates and engages in team meetings and initiatives.
- Assists with problem solving and addressing any emergent issues.
- Identifies any communication or workflow issues and makes suggestions for improvement.
E. Legislative and Policy Compliance
- Operates within relevant legislation, and NDIA policies and guidelines.
F. Reporting, Documentation and Administration
- Carries out administrative tasks, including entering accurate case notes in a timely manner and maintaining files and statistics as directed.
- Complies with NDIA reporting requirements, including an initial plan implementation, mid-term implementation, plan re-assessment reports, and any other reports requested by NDIA.
- Undertakes other duties and functions as directed, commensurate with current level of skills and classification.
- In collaboration with Roster teams, account teams and plan managers, issue client invoices promptly and accurately.
The above list is not exhaustive and the role may change to meet the overall objectives of AVWA. Fulfil other duties as required by management and other department personnel as requested/required
Who You Are:
- Tertiary qualifications in Social Work, Psychology, Occupational Therapy, or equivalent Certificate IV in Disability Services.
- Experience in human services, preferably in disability, mental health, or housing.
- Knowledge and experience in NDIS Support Coordination and related service providers.
- Proficiency in MS Word, Excel, and online client reporting systems.
- Understanding of the episodic nature of mental illness and its impacts.
- Exceptional customer service skills across various channels.
- Strong written and oral communication skills with attention to detail.
- Ability to work effectively in teams and support colleagues.
- Proficient time management and organisational skills.
- Empathy towards people with disabilities and their families/carers.
- Bilingual in English and Vietnamese skills
What’s in it for you:
- SCHADS Award with all entitlements
- Up to $15,900 salary packaging, plus $2,950 meal and entertainment card benefits
- Flexible working arrangements, with partial work from home, allowing work/life balance
- Excellent workplace culture with ongoing support, training, and development
- Great benefit with Employer-funded Paid Parental Leave (Conditions applied)
- Wellness being with Employee Assistance Program (EAP) and Wellness Activities Subsidy
- Paid leave day on Vietnamese New Year
Make Your Move:
- Ready to embark on an exciting journey with AVWA? Send your resume and cover letter highlighting your passion to
This email address is being protected from spambots. You need JavaScript enabled to view it. - Online Application Form
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Immediate shortlisting. Immediate start.
Please note: We will be immediately shortlisting applicants and will close the position as soon as we find the right candidate. Apply now
