About the role

This role is responsible for managing the end-to-end intake process for new participants, including enquiries, referral screening, service suitability, onboarding, service agreements and handover to service delivery teams. You will act as a key contact for participants, families, Support Coordinators, Plan Managers and referral partners, ensuring enquiries are handled promptly, professionally and in line with NDIS requirements and FSS values.

Key responsibilities

- Manage participant enquiries, referrals and intake documentation
- Complete initial screening and review NDIS plans, funding and service suitability
- Coordinate onboarding, service agreements, consent forms and participant handovers
- Maintain accurate intake records, CRM notes, referral tracking and reports
- Liaise with participants, families, Support Coordinators, Plan Managers and other stakeholders
- Monitor intake timeframes, resolve barriers and support process improvements
- Contribute to community engagement and referral pathway development

About you

- Experience in NDIS, disability, aged care, community services or a similar intake/service coordination role
- Strong understanding of participant-centred practice, confidentiality and qualified boundaries




- Confident communication skills with the ability to build trust with participants, families and stakeholders
- High attention to detail and ability to manage documentation, follow-up actions and competing priorities
- Sound problem-solving skills and a practical, solutions-focused approach
- Experience using CRM, rostering, case management or client record systems is desirable
- Relevant qualification in Community Services, Disability, Social Work, Human Services or equivalent industry experience
- Current NDIS Worker Screening Check, or willingness to obtain prior to commencement
- Working with Children Check / Blue Card, or willingness to obtain if required
- Current Driver's Licence and access to a reliable vehicle

About us At First Support Services (FSS), we provide person-centred disability support under the NDIS. Our focus is simple — supporting participants to live with choice, independence, dignity and confidence. We are growing, and we are seeking an experienced Intake Service Manager to lead our intake, referral and onboarding functions while helping participants and families access the right supports from the very first enquiry.

📌 Intake - Service Manager (Ipswich)
🏢 TLC First Support Services
📍 Ipswich