As Paylos' Client Intake Coordinator, you will be the first point of contact for people exploring or accessing our services. You'll guide participants, families, support coordinators, case managers and other stakeholders through the intake process with warmth, compassion and professionalism—helping them feel heard, reassured and informed from their very first interaction with Paylos.
The people contacting us may be experiencing challenging or emotional circumstances. You may hear from a parent urgently seeking support, a Child Protection case manager looking for respite following a placement breakdown, or an anxious parent preparing for their child to participate in the community and develop friendships.
Your ability to listen, communicate clearly and respond promptly will help our clients and stakeholders feel confident that they have come to the right place.
This is a full-time position with one primary office base. You will also be expected to work from our Shady Creek Hub at least one day per week and occasionally more, depending on operational needs.
About the Role
As Paylos' Client Intake Coordinator, you will be the first point of contact for people exploring or accessing our services. You'll guide participants, families, support coordinators, case managers and other stakeholders through the intake process with warmth, compassion and professionalism—helping them feel heard, reassured and informed from their very first interaction with Paylos.
The people contacting us may be experiencing challenging or emotional circumstances. You may hear from a parent urgently seeking support, a Child Protection case manager looking for respite following a placement breakdown, or an anxious parent preparing for their child to participate in the community and develop friendships.
Your ability to listen, communicate clearly and respond promptly will help our clients and stakeholders feel confident that they have come to the right place.




This is a full-time position with one primary office base. You will also be expected to work from our Shady Creek Hub at least one day per week and occasionally more, depending on operational needs.
Key Responsibilities
Manage the Paylos intake phone line and respond promptly and professionally to enquiries by phone and email
Provide clear and accurate information about Paylos, our services and the intake process
Guide new clients and families through referral, intake and onboarding
Ensure required paperwork, consent forms and supporting documents are completed accurately
Liaise with families, guardians, support coordinators, case managers and other stakeholders
Coordinate with internal teams to support a smooth transition from intake to service delivery
Maintain accurate and confidential client records
Manage intake-related emails, correspondence and letters
Follow up outstanding information and ensure intake actions progress promptly
Complete general administration and office duties
Handle sensitive information in accordance with privacy and organisational requirements
Skills and Experience
We are looking for someone who has:
Exceptional organisational and administrative skills
Excellent written and verbal communication skills
A warm, compassionate and person-centred approach
The ability to help people feel welcome and reassured during sensitive or emotional conversations
Strong attention to detail and the ability to maintain accurate records
The ability to manage multiple enquiries and priorities
A prompt, reliable and skilled approach
Confidence communicating with families, professionals and external stakeholders
The ability to take ownership of tasks and follow them through to completion
Experience in intake, administration, client services, disability support, Child Protection or community services would be highly regarded.
Knowledge of the NDIS and/or Child Protection systems would also be highly regarded.
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📌 Client Intake Coordinator (Melbourne)
🏢 Paylos
📍 Melbourne