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 RoleAs 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 ResponsibilitiesManage the Paylos intake phone line and respond promptly and professionally to enquiries by phone and emailProvide clear and accurate information about Paylos, our services and the intake processGuide current clients and families through referral, intake and onboardingEnsure required paperwork, consent forms and supporting documents are completed accuratelyLiaise with families, guardians, support coordinators, case managers and other stakeholdersCoordinate with internal teams to support a smooth transition from intake to service deliveryMaintain accurate and confidential client recordsManage intake-related emails, correspondence and lettersFollow up outstanding information and ensure intake actions progress promptlyComplete general administration and office dutiesHandle sensitive information in accordance with privacy and organisational requirementsSkills and ExperienceWe are looking for someone who has:Exceptional organisational and administrative skillsExcellent written and verbal communication skillsA warm, compassionate and person-centred approachThe ability to help people feel welcome and reassured during sensitive or emotional conversationsStrong attention to detail and the ability to maintain accurate recordsThe ability to manage multiple enquiries and prioritiesA prompt, reliable and professional approachConfidence communicating with families, professionals and external stakeholdersThe ability to take ownership of tasks and follow them through to completionExperience 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