Capability Support Services – Brisbane QLDCapability 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 RoleReporting 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 teamOverseeing participant, family, support coordinator and referrer enquiries and referralsEnsuring referrals progress efficiently from initial enquiry through to service commencementOverseeing participant onboarding and ensuring required information and documentation are obtainedManaging clinician allocations, scheduling, capacity, waitlists and service demandMonitoring clinician availability and matching participant needs with appropriate service capacityMonitoring referral pipelines and identifying emerging capacity or demand issuesSupporting a high-quality participant, family, referrer and clinician experienceManaging team workloads, performance, priorities and operational accountabilityEstablishing and monitoring operational KPIs and identifying areas requiring actionIdentifying and resolving operational issues, barriers and service delivery escalationsWorking closely with clinical leaders to support effective and timely service deliveryMaintaining accurate participant, referral, scheduling and operational recordsIdentifying opportunities to improve systems, processes,



workflows and automationSupporting the implementation of new systems and operational improvementsContributing to quality, compliance, risk management and continuous improvement activitiesProviding regular operational reporting, insights and recommendations to the General ManagerSupporting the continued development and growth of CSS's operational systems and service delivery modelAbout YouYou 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 managementPrevious experience leading, supervising and developing a teamStrong experience managing referrals, workflows, scheduling and service coordinationDemonstrated ability to manage KPIs, workloads, capacity and competing operational prioritiesStrong stakeholder management and communication skillsExcellent organisational, analytical and problem-solving abilitiesHigh attention to detail and a strong sense of accountabilityStrong technology and systems capabilityExperience implementing, reviewing or improving operational processes and workflowsA collaborative and solutions-focused approachThe ability to work confidently with both operational and clinical stakeholdersQualifications & ExperienceEssentialMinimum 3 years' experience in a relevant service delivery, operations,



practice management or leadership positionDemonstrated experience supervising or managing employeesStrong administrative, operational and systems experienceExcellent written and verbal communication skillsDemonstrated ability to work effectively in a fast-paced service environmentDemonstrated ability to manage competing priorities and maintain operational oversightHighly DesirableExperience within the NDIS, Allied Health, disability, healthcare or community services sectorExperience working within a multidisciplinary Allied Health environmentUnderstanding of NDIS service delivery, participant funding and service coordinationExperience using CRM, practice management, scheduling or workflow systemsExperience with process improvement, automation or operational reportingTertiary qualification in Business, Management, Health Administration, Allied Health, Community Services or a related disciplineWhy 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 prospect to:Lead and develop an established operational teamWork closely with senior management and clinical leadersInfluence and improve how services are coordinated and delivered across the organisationStrengthen systems, processes and operational workflowsIntroduce new ideas and contribute to innovation and continuous improvementPlay an important role in the continued growth and development of CSSHelp create a seamless experience for participants, families, referrers and cliniciansMake a genuine difference to the way people access and experience disability and Allied Health servicesJoin Capability Support ServicesIf 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)
🏢 Capability Support Services
📍 Brisbane