Job Description

Care Onboarding & Relationship Specialist

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Sydney, Australia – Full‐Time

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Role Overview

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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.

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Responsibilities

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- Conduct initial needs assessments to understand each participant's goals, preferences, and support requirements.
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- Match participants with suitable support workers and services based on assessed needs and NDIS funding categories.
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- Coordinate service agreements, welcome packs, and introductory meetings to ensure smooth transitions into care.
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- Document all onboarding information accurately in the participant management system.
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- Maintain ongoing relationships with participants, checking in regularly to ensure service satisfaction and proactively escalating any issues to the Care Management team.
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How You Will Succeed

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- Lead with Empathy – put participant wellbeing at the centre of every interaction.
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- Build Trust Quickly – create genuine connections with participants and families from the first meeting.
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- Deliver Excellence – maintain a high standard of service accuracy and participant satisfaction.
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- Collaborate Well – work closely with support coordinators and care managers to deliver seamless support.
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Key Performance Areas

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- Participant onboarding completion rate
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- Participant satisfaction scores
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- Time‐to‐first‐service delivery
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- Documentation accuracy and compliance
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- Participant retention at 90‐day mark
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Qualifications

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- Experience in NDIS participant onboarding or a similar client‐facing role.
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- Certificate III or IV in Individual Support, Community Services, or related field.
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- Understanding of NDIS plans, funding categories, and participant rights.
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- Excellent verbal and written communication skills.
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- Working with Children Check and NDIS Worker Screening Clearance (or willingness to obtain).
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Job Details

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Employment Type: Full‐Time

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Start Date: Immediate

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Department: Care Management

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Reports To: National Care Manager

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📌 Care Onboarding & Relationship Specialist (New South Wales)
🏢 The Well Team
📍 New South Wales