Care Onboarding & Relationship Specialist
Sydney, Australia – Full‐Time
Role Overview
Connect NDIS participants with the right support services through thoughtful assessment and relationship building.
Enhance participant journeys from day one, ensuring a warm and accurate introduction to the Well Team's personalised CareWellTM Model.
Responsibilities
Conduct initial needs assessments to understand each participant's goals, preferences, and support requirements.
Match participants with suitable support workers and services based on assessed needs and NDIS funding categories.
Coordinate service agreements, welcome packs, and introductory meetings to ensure smooth transitions into care.
Document all onboarding information accurately in the participant management system.
Maintain ongoing relationships with participants, checking in regularly to ensure service satisfaction and proactively escalating any issues to the Care Management team.
How You Will Succeed
Lead with Empathy – put participant wellbeing at the centre of every interaction.




Build Trust Quickly – create genuine connections with participants and families from the first meeting.
Deliver Excellence – maintain a high standard of service accuracy and participant satisfaction.
Collaborate Well – work closely with support coordinators and care managers to deliver seamless support.
Key Performance Areas
Participant onboarding completion rate
Participant satisfaction scores
Time‐to‐first‐service delivery
Documentation accuracy and compliance
Participant retention at 90‐day mark
Qualifications
Experience in NDIS participant onboarding or a similar client‐facing role.
Certificate III or IV in Individual Support, Community Services, or related field.
Understanding of NDIS plans, funding categories, and participant rights.
Excellent verbal and written communication skills.
Working with Children Check and NDIS Worker Screening Clearance (or willingness to obtain).
Job Details
Employment Type: Full‐Time
Start Date: Immediate
Department: Care Management
Reports To: National Care Manager
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📌 Care Onboarding & Relationship Specialist (New South Wales)
🏢 The Well Team
📍 New South Wales