About CoAbility

Since 2017, CoAbility has been a leader in values-led, independent Support Coordination. We specialise in delivering safe, affirming, and culturally competent support to NDIS participants. We are looking for experienced professionals who share our commitment to participant-led support.

The Chance

Are you the kind of person who can make someone feel heard, supported, and reassured just by how you speak to them on the phone? At CoAbility, we provide exceptional Support Coordination and Recovery Coaching to NDIS participants. We are currently seeking a warm, highly organised Intake & Client Services Coordinator to be the welcoming first point of contact for our organisation.

As a key member of our Service Delivery team, you will build trust with new participants from their very first phone call, seamlessly guide them through the intake process, ensure all compliance documentation is accurately finalised, and provide essential administrative support to our Support Coordinators so they can focus on what they do best.

What your day will look like:

- The Friendly Voice: Managing incoming enquiries and referrals with empathy, exceptional customer service, and professionalism over the phone.
- Seamless Intake: Gathering participant details, checking NDIS plans and funding, and coordinating the initial onboarding journey.
- Allocation & Capacity: Monitoring our waitlists and caseloads to ensure timely allocation, and preparing comprehensive, structured handovers for our Support Coordinators.
- Keeping the Wheels Turning: Managing our intake pipeline, following up on outstanding documents, and keeping our CRM and administrative trackers accurate.
- Team Support: Stepping in to provide administrative relief for Support Coordinators when they are on leave or at capacity (following up on emails, scheduling, and routine correspondence).

What you will bring to CoAbility:

- Experience: A background in administration,



phone-based customer service, or intake (NDIS, disability, or community services experience is a massive plus!).
- Qualifications: Relevant experience will be considered alongside formal qualifications, though a Certificate III/IV or Diploma in Business Administration, Community Services, Disability, or a related field is highly desirable.
- Communication: A warm, professional communication style that puts participants and their families at ease immediately.
- Organisation: Exceptional organisational skills and an eye for detail—nothing slips through the cracks on your watch.
- Boundaries & Judgement: The ability to handle routine enquiries confidently while knowing exactly when to escalate complex or high-risk matters to management.
- Tech Savvy: Strong computer literacy and the ability to adapt to new systems (like CRMs or NDIS portals) quickly.
- Remote Work Setup: Access to a quiet, private home office environment equipped with an adequate computer setup and a stable, reliable internet connection.

Why Join a Boutique, Independent Team?

- Make an Impact: You will play a direct role in connecting people with disabilities to the supports they need, starting from their very first phone call.
- Supportive Culture: Work alongside a dedicated, passionate team of Support Coordinators and Recovery Coaches.
- Growth: Genuine opportunity to make this position your own and help improve our administrative systems.
- Flexibility: Enjoy the work-life balance of a fully remote, work-from-home position.

How to Apply

This is a predominantly customer service role and CoAbility values attention to detail. To be considered, your application must include a cover letter that specifies:

1. What you think customer service in the NDIS space should look like.
2. One specific example of when you gave excellent customer service.

Please note: Applications that do not address these two points will not be progressed. Shortlisting may begin before the closing date.

📌 Intake & Client Services Coordinator – NDIS (Melbourne)
🏢 CoAbility
📍 Melbourne