Capability Support Services – Brisbane QLD

Capability Support Services (CSS) is seeking an experienced, highly organised and solutions-focused Intake Manager (Administration) to lead our Intake, Referrals, Scheduling, Administration and Client Experience functions.

This is a key operational leadership role responsible for ensuring participants experience a seamless and well-coordinated journey from initial enquiry and referral through to onboarding, clinician allocation and ongoing service delivery .

The Intake Manager will lead and support an Intake Coordinator and three Intake Officers , providing direction, oversight and accountability across the team while working closely with clinical and operational leaders across CSS.

About the Role

Reporting to the General Manager , you will lead the team responsible for coordinating and supporting service delivery across our multidisciplinary NDIS and Allied Health services.

Your key responsibilities will include:

- Leading, supporting and developing the Intake, Referrals and Administration team
- Overseeing participant, family, support coordinator and referrer enquiries and referrals
- Ensuring referrals progress efficiently from initial enquiry through to service commencement
- Overseeing participant onboarding and ensuring required information and documentation are obtained
- Managing clinician allocations, scheduling, capacity, waitlists and service demand
- Monitoring clinician availability and matching participant needs with appropriate service capacity
- Monitoring referral pipelines and identifying emerging capacity or demand issues
- Supporting a high-quality participant, family, referrer and clinician experience
- Managing team workloads, performance, priorities and operational accountability
- Establishing and monitoring operational KPIs and identifying areas requiring action
- Identifying and resolving operational issues, barriers and service delivery escalations
- Working closely with clinical leaders to support effective and timely service delivery
- Maintaining accurate participant, referral, scheduling and operational records
- Identifying opportunities to improve systems, processes,



workflows and automation
- Supporting the implementation of new systems and operational improvements
- Contributing to quality, compliance, risk management and continuous improvement activities
- Providing regular operational reporting, insights and recommendations to the General Manager
- Supporting the continued development and growth of CSS's operational systems and service delivery model

About You

You are a confident and capable operational leader who enjoys bringing people, systems and processes together .

You are highly organised, proactive and comfortable managing competing priorities in a fast-paced service environment. You can identify problems early, take ownership and work collaboratively with others to develop practical solutions.

You will bring:

- Demonstrated experience in service delivery, operations, practice management, intake or administration management
- Previous experience leading, supervising and developing a team
- Strong experience managing referrals, workflows, scheduling and service coordination
- Demonstrated ability to manage KPIs, workloads, capacity and competing operational priorities
- Strong stakeholder management and communication skills
- Excellent organisational, analytical and problem-solving abilities
- High attention to detail and a strong sense of accountability
- Solid technology and systems capability
- Experience implementing, reviewing or improving operational processes and workflows
- A collaborative and solutions-focused approach
- The ability to work confidently with both operational and clinical stakeholders

Qualifications & Experience

Essential

- Minimum 3 years' experience in a relevant service delivery, operations, practice management or leadership position
- Demonstrated experience supervising or managing employees




- Strong administrative, operational and systems experience
- Excellent written and verbal communication skills
- Demonstrated ability to work effectively in a fast-paced service environment
- Demonstrated ability to manage competing priorities and maintain operational oversight

Highly Desirable

- Experience within the NDIS, Allied Health, disability, healthcare or community services sector
- Experience working within a multidisciplinary Allied Health environment
- Understanding of NDIS service delivery, participant funding and service coordination
- Experience using CRM, practice management, scheduling or workflow systems
- Experience with process improvement, automation or operational reporting
- Tertiary qualification in Business, Management, Health Administration, Allied Health, Community Services or a related discipline

Why Join CSS?

Capability Support Services is a growing multidisciplinary provider delivering Positive Behaviour Support, Psychology, Occupational Therapy, Speech Pathology and Physiotherapy .

You will join a supportive and innovative organisation where you will have the opportunity to:

- Lead and develop an established operational team
- Work closely with senior management and clinical leaders
- Influence and improve how services are coordinated and delivered across the organisation
- Strengthen systems, processes and operational workflows
- Introduce new ideas and contribute to innovation and continuous improvement
- Play an key role in the continued growth and development of CSS
- Help create a seamless experience for participants, families, referrers and clinicians
- Make a genuine difference to the way people access and experience disability and Allied Health services

Join Capability Support Services

If you are an experienced operational leader who enjoys creating structure, solving problems, developing people and improving the way services are delivered, we would love to hear from you.

We are looking for someone who takes ownership, follows things through and genuinely cares about delivering an exceptional service.

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📌 Intake Manager (Administration) (Brisbane City)
🏢 Capability Support Services
📍 Brisbane City