Job Description

Permanent, Full-Time | Hybrid | Newington, NSW

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NFP salary packaging benefits available – boost your take-home pay

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About Us

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Forward Ability Support is a not-for-profit organisation that has spent 60 years supporting people with spinal cord injuries and related health conditions to live their best life. We're a passionate, values-driven not-for-profit committed to creating a brighter, more inclusive future for our community. Ferguson Lodge is our specialised accommodation site located in Lidcombe, providing support for those with spinal cord injury since 1979. We offer community-based accommodation with a high level of personal and clinical care for those who have higher level needs.

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The Opportunity

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We're looking for a customer-focused professional with NDIS experience to be the first point of contact for participants, families and referrers engaging with Forward Ability Support. You'll own the participant journey end-to-end - from first enquiry through to intake, funding verification, service agreements and onboarding - making sure every person's transition into our services is smooth, accurate and compassionate.

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This is a full-time, hybrid role based primarily in Newington, with the flexibility to work from home.

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What You'll Do

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- Be the welcoming first point of contact for participants, families, carers and referrers
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- Manage enquiries and referrals with timely, professional responses
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- Lead end-to-end intake - collecting participant information, support needs and goals
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- Review and interpret funding approvals and plans across multiple funding streams (NDIS, iCare, DSOA)
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- Prepare and issue service agreements and onboarding documentation
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- Coordinate with clinical and operational teams to allocate services
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- Identify and elevate funding gaps, risks or service limitations
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- Keep client management systems accurate and up to date
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- Provide clear, regular updates to stakeholders throughout onboarding
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- Contribute ideas to continuously improve the intake and onboarding experience
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About You

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You will be offered the right support to excel in this role, but we would love to see that you have:

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- Experience working within the NDIS sector, including managing client plans, budgets and service delivery
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- A relevant qualification in Health, Disability Support, Community Services, Business Administration or similar
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- Proven experience managing end-to-end intake or onboarding processes - including ability to review and interpret funding plans, approvals or eligibility criteria
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- Confident communicator who can explain complex information with empathy and clarity
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- Strong organisational skills - you can juggle multiple cases and competing deadlines without missing a beat
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- Comfortable working across client management systems (Splose, ShiftCare or similar) and the Microsoft Office suite (Word, Excel, Outlook)
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- A genuine affinity for the not-for-profit sector and alignment with our values
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- NDIS Worker Screening Check, or willingness to obtain one
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Why Join Forward and BrightSky?

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- Meaningful Impact: Be part of a for-purpose organisation where your contributions truly make a difference, supported by leaders and teams aligned with a common goal.
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- Flexible Work Options: Enjoy hybrid working arrangements with the ability to work from home 2-3 days per week, depending on your role.
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- Attractive Salary Packaging: Access generous Not-for-Profit benefits of up to $15,900 in general living expenses and $2,650 for meals and entertainment, tax-free
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- Outstanding Locations: Work from our Newington office or Ferguson Lodge in Lidcombe - both well-connected by public transport and offering convenient parking.
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- Employee Wellbeing Support: Benefit from our Employee Assistance Program, offering professional counselling and wellbeing resources for you and your immediate family.
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- Extra Leave Benefits: As a permanent employee, you'll receive 2 days of paid Forward Leave annually, 4 weeks of paid Parental Leave, and access to Long Service Leave after just 5 years of continuous service.
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Please note: Only shortlisted candidates will be contacted.

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Forward Ability Support is an EEO Employer and people from culturally and linguistically diverse backgrounds are encouraged to apply. Successful applicants will be required to consent to a pre-employment health assessment, reference checks and a Nationally Coordinated Criminal History Check.

📌 Participant Support Advisor (New South Wales)
🏢 Forward Ability Support
📍 New South Wales