About the role

This role is responsible for managing the end-to-end intake process for recent 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
Robust 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