Working at Melba Support Services (Melba)

- We support people with disability to live the life they want.
- We have a Zero Tolerance approach to violence, abuse, neglect, and exploitation.
- Every member of the Melba community is committed to The Melba Way Charter, our vision, purpose and values.
- Melba aims to create welcoming and respectful workplaces that promote inclusive and collaborative working relationships.
- For over 50 years Melba Support Services has been providing services to people with disability that focus on supporting people to dream big, embrace life and do what they choose and value. Melba is firmly grounded in upholding human rights and recognises that part of living a happy, healthy life is being independent and being able to do the things that bring us joy. Melba won the 2023 National Disability Award for Excellence in Service Quality.

Why Join Us? We are a human-rights, values-based, not-for-profit community organisation committed to providing services that support individuals with disability to lead everyday lives of their choice, if this resonates with you, come join us!

Position Purpose To support the effective coordination and administration of service vacancies across Melba by managing day‑to‑day vacancy, enquiry and intake activities under the direction of the SDA/SIL Vacancy Management Lead.

The role focuses on accurate vacancy tracking, timely progression of enquiries and referrals, and coordination of onboarding activities to support efficient utilisation of services and a positive experience for individuals, families and stakeholders.

The SIL Vacancy & Intake Officer operates within established processes, escalating complex, high‑risk or decision based matters to the SDA/SIL Vacancy Management Lead.

Key Accountabilities

Vacancy Coordination

- Maintain accurate and up‑to‑date records of service vacancies and capacity across programs
- Coordinate and process enquiries, referrals and expressions of interest for service vacancies
- Support the matching process by gathering, documenting and checking information relating to individual needs and service capability
- Monitor vacancy progress and proactively follow up actions to support timely movement through the intake pipeline
- Identify and escalate vacancy barriers,



risks or delays to the SDA/SIL Vacancy Management Lead

Intake & Onboarding Support
- Act as an operational contact point for service enquiries and referrals, ensuring timely and respectful responses
- Support end‑to‑end intake and onboarding activities by coordinating documentation, communications and system updates
- Ensure intake information is complete, accurate and prepared to support allocation decisions made by the SDA/SIL Vacancy Management Lead
- Coordinate onboarding actions with internal teams to support smooth service commencement
- Escalate complex intake issues, risks or suitability concerns in line with escalation protocols

Stakeholder Coordination
- Liaise with internal teams including Operations, Support Coordination and other service stakeholders to progress vacancy and intake matters
- Coordinate information flow between stakeholders to support timely onboarding and service access
- Prepare updates, summaries and supporting information for review by the SDA/SIL Vacancy Management Lead
- Escalate sensitive, complex or high‑risk matters requiring leadership intervention

Data & Reporting
- Maintain accurate records of service vacancy status, enquiries, referrals, placements and pipeline activity
- Support routine reporting on vacancy levels, intake progress and service utilisation
- Ensure data integrity and timely updates across systems and tracking tools
- Identify data gaps, inconsistencies or system issues and escalate for resolution

Process & Continuous Improvement
- Apply agreed vacancy and intake processes consistently in day‑to‑day operations
- Identify process issues, delays or inefficiencies and provide feedback to the SDA/SIL Vacancy Management Lead
- Support implementation of updated processes, tools and templates as directed
- Contribute operational insights to support continuous improvement initiatives

Front-of-House Support




- Support front‑of‑house and entry‑point teams to capture accurate and consistent enquiry information
- Assist with triage and prioritisation of enquiries under established guidelines
- Provide timely follow‑up communications with individuals, families and stakeholders as directed
- Represent Melba professionally in all vacancy related interactions

Key Selection Criteria

- Experience in disability services, accommodation, administration or coordination roles
- Strong organisational and time management skills
- Ability to manage multiple tasks and competing priorities
- Robust communication and stakeholder engagement skills
- Ability to work collaboratively and escalate issues appropriately
- Understanding of NDIS, participant needs and SIL environments (desirable)

Requirements

- A current NDIS Worker Screening Check and Working with Children Check (or willingness to obtain)
- Strong computer skills and ability to maintain accurate documentation
- Ability to manage sensitive information with professionalism
- Commitment to OHS&W; policies, procedures and mandatory training requirements

Occupation Health Safety and Wellbeing (OHS&W;)

- Take reasonable care for their health, safety, and wellbeing and that of others
- Follow OHS&W; policies and procedures
- Report hazards, near misses and incidents
- Contribute to a positive safety culture

Inclusion at Melba Melba Support Services recognises the contribution that a diverse workforce makes to continuous improvement and service delivery and is an Equal Opportunity Employer.

Melba Support

Services values diversity and encourages applications from Aboriginal and Torres Strait Islanders. People with disabilities and from culturally and linguistically diverse backgrounds are also encouraged to apply.

Melba Support

Services is committed to making reasonable adjustments to the recruitment process and day-to-day work. As a provider of supports and services to children, Melba is committed to ensuring that every child feels safe and respected. All Melba staff and volunteers have a responsibility to make sure that children's wellbeing and safety comes first, that they are supported to achieve their potential, respected, and protected from abuse and neglect.

📌 Engagement and Intake Officer (Melbourne)
🏢 Melba Support Services
📍 Melbourne