TLC Mission, Values and Services
Mission:
Tender Loving Care is committed to providing people with disabilities reasonable, individualized support services to help them achieve their life goals.
Tender Loving Care operates in a person-centered manner, empowering individuals to use their strengths to build relationships and integrate into the community.
Values:
Integrity:
Ethical and transparent operations
Respect:
Valuing dignity and rights of all
Impact:
Intentional and outcome-driven
Engagement:
Collaborating for success
The Customer Care Specialist is a key member of Tender Loving Care's national Customer Care team, responsible for coordinating and delivering high-quality intake, assessment and service planning processes for NDIS participants.
This role ensures participants are supported with timely access to services that align with their goals, values and preferences.
The Customer Care Specialist works in alignment with the NDIS Practice Standards and Tender Loving Care's internal quality frameworks to deliver safe, person-centered and outcome-focused care.
The role requires a strong understanding of NDIS funding, compliance, documentation and systems such as Care Vision and the ability to work collaboratively with internal and external stakeholders to ensure services are responsive, inclusive and continuously improving.
Key Responsibilities
Participant Intake and Assessment
Lead the intake and onboarding of recent participants, including risk assessments and initial support planning
Analyze and interpret NDIS plans, funding categories and goals to inform service responses
Ensure services are tailored to individual needs in line with person-centered principles and participants' cultural and communication preferences
Establish and maintain accurate participant records in Care Vision, including goals (GOMs) and support needs (ARMS)
Prepare physical files and documentation in accordance with Tender Loving Care's quality assurance procedure
Participant Support and Engagement




Work closely with participants and their families or representatives to promote understanding of their NDIS plan and empower informed choice and control
Identify and communicate strategies to support participants in achieving their goals
Ensure participants are linked to appropriate supports both within Tender Loving Care and through external referrals (e.g. Allied Health, mainstream services)
Collaborate with the Allied Health team and other stakeholders to ensure services remain aligned with individual outcomes and evolving needs
Monitor progress toward participant goals and support regular review cycles
Service Coordination and Quality Monitoring
Coordinate participant transitions across services including service commencement, reviews and exits
Conduct follow-ups with participants and stakeholders to assess satisfaction, address concerns and drive continuous improvement
Ensure services provided meet NDIS Quality and Safeguarding requirements
Maintain up-to-date knowledge of relevant standards, legislation and best practices to inform service delivery
Community and Stakeholder Engagement
Support participant inclusion by promoting access to meaningful community connections and activities
Work in partnership with families, support coordinators, local area coordinators, case managers and other providers
Advocate for the rights, dignity and independence of people with disabilities in all community engagement activities
Identify and contribute to opportunities for growth, service development and innovation
Planning and Reporting
Develop and implement person-centered care and support plans in collaboration with participants and key stakeholders
Document participant progress, risk profiles and support adjustments in care vision




Assist with report preparation and data collection for internal and external reviews including plan reassessments and NDIS audits
Set and monitor timelines to ensure timely completion of intake, care planning and data entry tasks
Safety, Risk and Compliance
Promote and model safe work practices in line with Tender Loving Care and NDIS Work Health and Safety standards
Complete risk assessments, incident reports and quality assurance reviews as required
Support a zero-harm culture with a strong focus on participant safeguarding
Ensure participant records, consents and agreements are up to date and securely managed
Culture and Continuous Improvement
Reflect Tender Loving Care's values of respect, empowerment, inclusion and integrity in every aspect of service
Contribute to a culture of feedback, reflection and continuous learning
Participate in regular team discussions, reviews and quality improvement initiatives
Work collaboratively with internal departments to enhance operational efficiency and participant experience
Essential Criteria
Certificate IV in Disability, Aged Care, Mental Health or related field
In-depth understanding of NDIS funding, goals and planning structures
Commitment to the rights and inclusion of people with disability
Demonstrated experience in delivering person-centered support services
Excellent communication and interpersonal skills
High-level administrative skills with experience using Care Vision or similar CRM systems
Ability to work independently, solve problems and meet deadlines
Emotional intelligence, professionalism and alignment with TLC's values
Current Australian Driver's License, valid NDIS Worker Screening Check, Working with Children Check, First Aid & CPR
Desirable Criteria
Experience in service coordination or case management in the disability sector
Knowledge of behavior support plans, health care plans and allied health referrals
Familiarity with the NDIS Quality and Safeguards Commission standards and audit preparation
Ability to translate strategic participant goals into measurable outcome

📌 Customer Care Specialist - Ndis (Launceston)
🏢 Tender Loving Care Disability Services
📍 Launceston