Job Description
Help people take the first step into something different.
CRANK isn't your traditional disability service.
We're a Melbourne-based community helping autistic and neurodivergent peoplefind their people and grow their future.
We're looking for a warm, organised and proactiveCustomer Service Coordinator – NDIS Intake & Onboardingto join our Care Team.
You'll be one of the first people new CREW members, families and support teams meet when they connect with CRANK.Your mission: make getting started with CRANK easy, welcoming and well organised.
What you'll do
You'll support new CREW from their first enquiry through intake, Service Agreements, onboarding and their first few weeks at CRANK, before transitioning them to our ongoing Care Team.
You'll:
Respond to new enquiries and referrals
Run intake conversations and help people understand CRANK
Understand each person's goals, interests and support needs
Build relationships with participants, families, Support Coordinators and referrers
Prepare and coordinate Service Agreements
Confirm participant and funding information
Coordinate scheduling and commencement
Maintain accurate participant and onboarding records
Make sure coaches have the information they need before someone starts
Check in during the first few weeks and follow up attendance or engagement issues
Create a smooth handover into ongoing Care Team support
About you
1. Demonstrated experience in NDIS intake, onboarding, customer service, or participant coordination2.
A practical understanding of the NDIS, including participant funding pathways and Service Agreement requirement3.
You enjoy talking with people, making complicated things easier and making sure nothing gets forgotten along the way.
Selection criteria
We're looking for someone who can demonstrate:
Confidence using CRM, scheduling, and participant management systems relevant to the NDIS sector.NDIS intake, onboarding,



customer service or participant coordination
A practical understanding of theNDIS, participant funding and Service Agreements
Experience guiding people frominitial enquiry through to commencement
Understanding of safeguarding principles and mandatory reporting obligations within the NDIS framework.
Strong communication skills with participants, families and professional stakeholders
Excellent organisation and the ability to managemultiple intakes and onboarding journeys
Solid attention to detail with participant information and documentation
Confidence usingCRM, scheduling and participant management systems
A proactive approach to following up outstanding actions and resolving barriers
A warm, positive andstrengths-based approach
The ability to work collaboratively with coaches and the wider Care Team
These capabilities closely reflect the requirements of CRANK's current intake and onboarding role.
Highly regarded
PreviousNDIS intake or onboardingexperience
Experience preparing and coordinatingNDIS Service Agreements
Experience supporting autistic, ADHD or psychosocial participants and their support networks
Experience tracking people throughenquiry → intake → onboarding
A supportive team environment focused on professional development and collaboration.
Disability, community services or related customer-service experience
Why CRANK?
This isn't just an administration role.
You're helping someone go from:
"I'm interested..."
to:
"Yep. These are my people. I want to be here."
You'll join a team creating a different kind of experience for neurodivergent people, built aroundinterests, connection, strengths and NO BARRIERS.
Find your people.
Grow your future.
The fun way.
Ready to join us?
Send us your resume and a short cover letter telling us:
Why you'd like to work at CRANK
Your experience with NDIS intake, onboarding or customer service
How you meet the key selection criteria
What you think makes a great onboarding experience

📌 Customer Service Coordinator | Ndis Intake & Onboarding (Melbourne)
🏢 CRANK
📍 Melbourne