Permanent, Full-Time | Hybrid | Newington, NSW
NFP salary packaging benefits available – boost your take-home pay
About Us
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 ****. We offer community-based accommodation with a high level of personal and clinical care for those who have higher level needs.
The Opportunity
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.
This is a
full-time
,
hybrid role
based primarily in
Newington
, with the flexibility to
work from home
.
What You'll Do
Be the welcoming first point of contact for participants, families, carers and referrers
Manage enquiries and referrals with timely, professional responses
Lead end-to-end intake - collecting participant information, support needs and goals
Review and interpret funding approvals and plans across multiple funding streams (NDIS, iCare, DSOA)




Prepare and issue service agreements and onboarding documentation
Coordinate with clinical and operational teams to allocate services
Identify and elevate funding gaps, risks or service limitations
Keep client management systems accurate and up to date
Provide clear, regular updates to stakeholders throughout onboarding
Contribute ideas to continuously improve the intake and onboarding experience
About You
You will be offered the right support to excel in this role, but we would love to see that you have:
Experience working within the NDIS sector, including managing client plans, budgets and service delivery
A relevant qualification in Health, Disability Support, Community Services, Business Administration or similar
Proven experience managing end-to-end intake or onboarding processes - including ability to review and interpret funding plans, approvals or eligibility criteria
Confident communicator who can explain complex information with empathy and clarity
Strong organisational skills - you can juggle multiple cases and competing deadlines without missing a beat
Comfortable working across client management systems (Splose, ShiftCare or similar) and the Microsoft Office suite (Word, Excel, Outlook)




A genuine affinity for the not-for-profit sector and alignment with our values
NDIS Worker Screening Check, or willingness to obtain one
Why Join Forward and BrightSky?
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.
Flexible Work Options: Enjoy hybrid working arrangements with the ability to work from home 2-3 days per week, depending on your role.
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
Great Locations: Work from our Newington office or Ferguson Lodge in Lidcombe - both well-connected by public transport and offering convenient parking.
Employee Wellbeing Support: Benefit from our Employee Assistance Program, offering qualified counselling and wellbeing resources for you and your immediate family.
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.
Please note: Only shortlisted candidates will be contacted.
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.
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📌 Participant Support Advisor (New South Wales)
🏢 Forward Ability Support
📍 New South Wales