Participant Engagement & Partnerships Officer

Your Story Community Supports – Oran Park NSW

Employment Type: Permanent Part-Time – Three Days per Week

Industry: Disability and Community Services

Job Summary

Build meaningful relationships, support participants through a positive onboarding experience, and generate recent referral opportunities for a growing NDIS provider.

Key Selling Points

- Relationship-focused role combining participant engagement, onboarding and business development.
- Flexible permanent part-time hours with competitive remuneration and professional development.
- Opportunity to build referral networks and directly contribute to the growth and impact of an established NDIS provider.

About the Role

Your Story Community Supports is seeking a proactive, compassionate and commercially aware Participant Engagement & Partnerships Officer to support participant growth and deliver an excellent experience from initial enquiry through to service commencement.

This role will manage prospective participant enquiries, coordinate intake and onboarding, develop trusted referral partnerships and identify new opportunities for sustainable business growth. The successful candidate will be confident engaging with participants, families, support coordinators, plan managers, health professionals and other community stakeholders.

This is an ideal opportunity for someone who enjoys building relationships, generating leads and seeing those connections develop into positive outcomes for people with disability.

Key Responsibilities

Participant Engagement and Onboarding

- Act as a welcoming and responsive first point of contact for prospective participants, families, representatives and referral partners.
- Manage participant enquiries from initial contact through assessment, approval, onboarding and service commencement.
- Explain the organisation’s services, intake process and next steps clearly and respectfully.
- Coordinate required participant information, assessments, service agreements, consents and onboarding documentation.
- Maintain regular communication with prospective participants and referral sources throughout the intake process.
- Work collaboratively with operational, clinical and compliance teams to assess service suitability, capacity and risk.
- Ensure participant records are complete, accurate, current and managed confidentially.

Referral Partnerships and Lead Generation

- Generate qualified participant leads through ethical outreach, relationship development, networking and community engagement.
- Build and maintain productive relationships with support coordinators, recovery coaches, plan managers, hospitals, allied health professionals, accommodation providers, community organisations and other referral partners.
- Represent Your Story Community Supports at stakeholder meetings, networking events, expos and community activities.
- Conduct regular follow-up with prospective participants and referral partners to maintain engagement and progress suitable opportunities.
- Identify emerging service needs, referral trends and opportunities for organisational growth.
- Support targeted engagement campaigns and promote current service capacity to appropriate referral networks.
- Maintain a healthy and active referral pipeline while ensuring that participant choice,



suitability and quality of support remain the priority.
- Seek feedback from participants and referral partners to improve the enquiry and onboarding experience.

CRM, Reporting and Conversion

- Record all enquiries, leads, referral activity and onboarding progress in the organisation’s client management or CRM platform.
- Maintain accurate pipeline stages, follow-up dates, contact notes, referral sources and outcomes.
- Monitor enquiry response times, referral activity, conversion rates and reasons for unsuccessful referrals.Prepare regular pipeline and engagement reports for management.
- Use CRM data and stakeholder feedback to identify opportunities to improve lead generation, enquiry conversion and participant retention.
- Meet agreed engagement and growth objectives without compromising participant choice, service suitability, compliance or ethical practice.

Qualifications and Experience

- Relevant experience in participant engagement, intake, onboarding, stakeholder engagement, business development or a comparable role.
- Demonstrated ability to develop professional relationships and generate new referral opportunities.
- Strong communication, organisation, follow-up and recordkeeping skills.
- Experience using a client management system, CRM platform or comparable database.
- Ability to manage multiple enquiries and onboarding activities while maintaining accuracy and responsiveness.
- Understanding of person-centred practice, participant choice and control, privacy, safeguarding and professional boundaries.
- Ability to work independently while collaborating effectively with operational, clinical and compliance teams.
- Current NDIS Worker Screening Check, Working with Children Check and unrestricted Australian driver’s licence, or the ability to obtain them before commencement.
- Experience working for an NDIS, disability, community services, health or human services provider.
- Established professional networks across the NDIS and disability services sector.
- 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.
- Experience attending industry events, delivering service presentations or conducting referral outreach.
- Relevant qualification in community services, disability, business, marketing, communications or a related field.

Key Capabilities

- Participant focus: Places participants’ rights, preferences, safety, dignity and experience at the centre of decision‑making.
- Relationship building: Establishes trust through respectful, responsive and reliable communication.
- Business development: Proactively identifies and develops suitable referral opportunities while maintaining ethical, participant‑centred practices.
- Ownership, accuracy and follow‑through: Maintains momentum,



complete records and clear communication while managing multiple enquiries and onboarding activities.
- Judgement and escalation: Recognises risk, service‑fit concerns and decision boundaries and seeks appropriate support promptly.
- Professionalism and confidentiality: Handles sensitive information appropriately and represents the organisation with integrity.
- Results orientation: Works toward agreed engagement, pipeline and conversion objectives without compromising quality, compliance or participant choice.
- Continuous improvement: Uses feedback, performance data and referral insights to strengthen the participant journey and organisational systems.

Measures of Success

Performance may be assessed against reasonable and agreed measures, including:

- Responsiveness to new enquiries and referrals.
- Number and quality of new referral relationships developed.
- Qualified participant leads generated.
- Progression of suitable enquiries through the intake pipeline.
- Enquiry‑to‑service conversion outcomes.
- Accuracy and completeness of CRM and onboarding records.
- Quality of communication with participants and stakeholders.
- Compliance with participant acceptance, safeguarding and approval processes.
- Contribution to sustainable participant growth and continuous improvement.

Performance measures will recognise that participant choice, funding, service capacity, compatibility and clinical or compliance approval may affect conversion outcomes.

Role Boundaries and Escalation

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

The Participant Engagement & Partnerships Officer must not promise service availability, funding outcomes, clinical suitability or commencement dates before the required approvals have been confirmed.

The role must not use pressure‑based sales practices or encourage a participant to select services that are unsuitable for their needs. Lead‑generation and conversion activities must uphold participant choice and control, privacy, dignity and informed decision‑making.

Immediate safety or safeguarding concerns, serious complaints, privacy breaches, significant service incompatibility, restrictive practice matters, and clinical, 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 working days will be agreed having regard to operational requirements and the employee’s employment contract. Some flexibility may be required to attend stakeholder meetings, networking activities or community events.

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 and community or industry 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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