Your Story Community Supports – Oran Park NSW

Your Story Community Supports is committed to delivering safe, respectful and person-centred supports that uphold choice, dignity, inclusion and human rights. We work collaboratively with participants, families, representatives and professional stakeholders to establish supports that reflect each participant's goals, preferences and circumstances.

Position Purpose

The Engagement Officer leads the participant enquiry, intake and onboarding journey from first contact through to confirmed service commencement. As the primary contact for prospective and new participants, the role provides prompt, transparent and respectful communication; coordinates intake and service-fit activities; ensures required agreements and records are complete; and keeps internal teams aligned throughout the onboarding process.

The role supports sustainable organisational growth by progressing suitable referrals efficiently while ensuring participant choice, safety, service quality and compliance are never compromised.

Key Position Outcomes

Prospective participants and stakeholders receive a professional, responsive and welcoming first experience.

Referrals are actively progressed, with clear next steps, ownership and follow-up dates recorded.

Participant documentation, approvals and internal readiness checks are complete before services commence.

Service Delivery, Rostering, Clinical, Compliance and Finance teams receive accurate and timely handovers.

Management has reliable visibility of the referral pipeline, onboarding status, conversion outcomes and barriers.

Key Relationships

Internal: Service Delivery Manager, General Manager, Rostering, Clinical, Compliance, Finance, Marketing and relevant operational team members. External: Prospective and current participants, families, nominees, guardians, support coordinators, allied health professionals, behaviour support practitioners, plan managers and referral partners.

Key Responsibilities

1. Enquiry and Lead Management

Create, monitor, respond to, and accurately record enquiries received by telephone, email, website, social media, campaigns and referral partners within organisational timeframes.

Provide clear and accurate information about available services, eligibility, capacity, intake requirements and likely timeframes without making commitments outside delegated authority.

Schedule introductory calls, meetings, property tours or service discussions and provide relevant information in an accessible format.

Maintain respectful and proportionate follow-up with prospective participants and representatives, recognising their right to choice and control.

Identify urgent safety, safeguarding, clinical or service‑fit concerns and elevate them promptly to the appropriate manager.

2. Participant Intake and Onboarding

Coordinate the intake pathway from referral through to approved service commencement, maintaining a clear checklist of outstanding information, owners and target dates.

Collect authorised referral information and relevant supporting documents, which may include NDIS plans, assessments, support plans, risk information, health information and stakeholder contacts.

Coordinate intake assessments and service‑fit reviews with Service Delivery, Clinical, Compliance and other relevant personnel.

Prepare and coordinate completion of service agreements, schedules of supports, consent and privacy forms, emergency contacts and other required onboarding documents, ensuring they are complete and correctly authorised.

Store approved documents in the designated system and proactively follow up missing information before services commence.

Coordinate participant orientation and commencement arrangements, ensuring the participant and their representatives understand next steps and key contacts.

3. Participant and Stakeholder Experience

Act as the consistent point of contact throughout intake and onboarding, providing timely updates even when an action remains pending.

Communicate in a person‑centred, culturally respectful and accessible manner and arrange reasonable communication supports where required.

Liaise with families, nominees, guardians, support coordinators,



clinicians and other stakeholders with the participant's consent and within privacy requirements.

Coordinate stakeholder meetings, document agreed actions and ensure actions are allocated, communicated and followed through.

Respond constructively to concerns and feedback, resolve matters within the role's authority and promptly escalation complaints or risks that require management oversight.

Build and maintain professional relationships with referral partners and external stakeholders while protecting the participant's interests and confidentiality.

4. Internal Coordination and Service Commencement

Coordinate onboarding requirements and provide a complete handover to Service Delivery, Rostering, Clinical, Compliance and Finance teams to support a safe and organised commencement.

Confirm that identified staffing, competency, training, clinical, environmental and documentation requirements have been assigned to the appropriate internal owner.

Escalate barriers that may delay commencement or affect service quality and keep the participant and relevant stakeholders informed of revised timeframes.

Do not confirm acceptance, capacity or commencement dates until the required delegated approvals have been obtained.

5. Systems, Pipeline Management and Reporting

Maintain accurate participant and referral information in organisational databases, client management systems and approved document repositories.

Keep referral stages, follow‑up tasks, commencement forecasts and outcomes current, and actively follow up overdue actions or missing documentation.

Provide regular management updates on new enquiries, referral sources, pipeline status, service commencements, conversion outcomes, lost referrals and key barriers.

Use data and stakeholder feedback to identify trends and recommend practical improvements to intake, onboarding and referral engagement.

6. Compliance, Quality and Confidentiality

Perform all duties in accordance with applicable legislation, the NDIS Code of Conduct, organisational policies, privacy obligations and delegated authority.

Obtain and record informed consent before collecting, using or sharing participant information, and maintain secure, accurate and contemporaneous records.

Recognise and elevate safeguarding concerns, conflicts of interest, complaints, incidents, clinical risks and potential service incompatibility in accordance with procedure.

Participate in audits, file reviews, training, supervision and continuous improvement activities relevant to the role.

7. Referral Relationships and Organisational Growth

Respond to enquiries generated through approved marketing initiatives and accurately record campaign and referral‑source information.

Represent Your Story Community Supports professionally at meetings, networking activities and community events and provide approved service information to referral partners.

Support ethical and sustainable growth by prioritising participant suitability, service quality and long‑term outcomes over referral volume alone.

8. Team Contribution and Continuous Improvement

Work collaboratively, share relevant information and contribute to a respectful, accountable and solutions‑focused workplace, including through meetings, supervision and training.

Identify inefficiencies, recurring onboarding issues and opportunities to improve participant communication, forms, systems and workflows.

Undertake other reasonable duties consistent with the nature, responsibilities and classification of the position.

Performance Measures

Enquiries and follow-up actions are completed within agreed organisational timeframes.

Referral and onboarding records are accurate and current, with required documents and delegated approvals complete before service commencement.

Internal handovers are timely,



accurate and sufficient for safe service planning and delivery.

Management reporting is reliable and clearly identifies conversions, lost referrals, barriers and forecast commencements.

Stakeholder communication is professional, respectful and appropriately documented.

Risks, complaints, safeguarding concerns and service‑fit issues are recognised and escalated promptly.

Selection Criteria

Experience in the NDIS, disability, aged care, health or community services sector, including participant intake, onboarding, customer engagement, administration or service coordination.

Excellent written and verbal communication skills, including the ability to explain processes clearly and sensitively.

Strong organisational skills, attention to detail and the ability to manage competing priorities and deadlines.

Demonstrated ability to build positive professional relationships with participants, families and multidisciplinary stakeholders.

Sound judgement, risk awareness and the ability to recognise when a matter requires escalation.

Strong digital literacy, including Microsoft Office and confidence using client management, CRM or database systems.

Commitment to person‑centred practice, participant choice and control, human rights, inclusion and confidentiality.

Ability to work independently while collaborating effectively with operational and corporate teams.

Current National Police Check, NDIS Worker Screening Check and Working with Children Check where required for the duties performed.

Current unrestricted Australian driver licence and capacity to undertake occasional work‑related travel.

Working knowledge of the NDIS Practice Standards, Quality Indicators and participant safeguarding expectations.

Experience preparing service agreements and participant intake records and using ShiftCare or a comparable client management or CRM platform.

Understanding of disability service delivery models and the Social, Community, Home Care and Disability Services Industry Award.

Experience with referral partnerships, pipeline reporting, enquiry conversion or ethical business development.

Key Capabilities

Participant focus: Places the participant's rights, preferences, safety and experience at the centre of decisions. Relationship building: Establishes trust through respectful, responsive and reliable communication. Ownership, accuracy and follow-through: Maintains momentum, complete records and clear communication while managing multiple onboarding activities. Judgement and escalation: Recognises risk, service‑fit concerns and decision boundaries and seeks the right support promptly. Professionalism and confidentiality: Handles sensitive information appropriately and represents the organisation with integrity. Continuous improvement: Uses feedback and data to strengthen the participant journey and organisational systems.

Role Boundaries and Escalation

Participant acceptance, service capacity and final commencement approval remain subject to delegated management, clinical and compliance review.

The Engagement Officer must not promise service availability, funding outcomes, clinical suitability or commencement dates before required approvals are confirmed.

Immediate safety or safeguarding concerns, serious complaints, privacy breaches, significant service incompatibility and clinical, restrictive practice, legal or financial decisions must be escalated or referred to the appropriately authorised person.

Hours and Conditions of Employment

This is a permanent part‑time position working three days per week.

Ordinary workdays will be agreed having regard to operational requirements and the employee's employment contract.

Additional hours may be offered from time to time by mutual agreement and will be managed in accordance with the applicable industrial instrument and employment contract.

The role is based at Oran Park, NSW, with occasional travel to service locations, stakeholder meetings or community events as reasonably required.

Ongoing employment is subject to maintaining all mandatory checks, licences, clearances and training relevant to the position. Reasonable workplace adjustments will be considered in consultation with the employee.

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