Infinity Support Services Australia Pty Ltd. – Werribee VIC
Infinity Support Services is seeking a proactive, organised and personable Engagement & Intake Officer to join our growing team on a part-time basis.
This role is responsible for coordinating the end-to-end participant intake process, combining referral engagement, participant matching, stakeholder communication and intake compliance.
The successful candidate will take ownership of all intake documentation, including preparing, distributing, following up and finalising required paperwork, while also supporting new participant enquiries, coordinating house walkthroughs and identifying suitable service opportunities.
Working closely with our Operations, Intake and Care teams, this position plays an important role in ensuring participants experience a smooth transition into services while maintaining strong relationships with referral partners and stakeholders.
About the Role
Infinity Support Services is seeking a proactive, organised and personable Engagement & Intake Officer to join our growing team on a part-time basis.
This role is responsible for coordinating the end-to-end participant intake process, combining referral engagement, participant matching, stakeholder communication and intake compliance.
The successful candidate will take ownership of all intake documentation, including preparing, distributing, following up and finalising required paperwork, while also supporting new participant enquiries, coordinating house walkthroughs and identifying suitable service opportunities.
Working closely with our Operations, Intake and Care teams, this position plays an important role in ensuring participants experience a smooth transition into services while maintaining strong relationships with referral partners and stakeholders.
Key Responsibilities
Participant Engagement & Referrals
Act as a key point of contact for new participant enquiries, referrals and intake-related communication.
Build and maintain positive relationships with support coordinators, participants, families, guardians and external stakeholders.
Engage with prospective participants and referral partners to understand individual support needs, preferences and service requirements.
Follow up on new referrals and potential service opportunities to support participant engagement and service growth.
Coordinate and facilitate house walkthroughs, property inspections and introductory meetings for prospective SIL participants.
Provide information about available accommodation vacancies, community support services and other relevant Infinity services.




Assist with identifying suitable participant accommodation and service opportunities based on individual needs, preferences and available supports.
Coordinate participant matching discussions with Operations and Care teams, considering compatibility, support requirements and household dynamics.
Arrange participant introductions, meet-and-greets and relevant stakeholder meetings.
Maintain ongoing communication with referral partners regarding participant enquiries, vacancies and intake progress.
Intake Coordination & Documentation
Take full responsibility for preparing, creating, distributing and following up on all required participant intake documentation.
Prepare participant intake packs, service agreements, consent forms and other relevant onboarding paperwork.
Ensure documentation is tailored to individual participant requirements and the services being delivered.
Send documentation to participants, families, guardians, nominees and other authorised representatives for completion and signing.
Proactively follow up on outstanding forms, signatures, supporting documents and required information.
Review all returned documentation to ensure accuracy, completeness and consistency.
Maintain an organised intake tracking system to monitor documentation progress, outstanding requirements and upcoming service commencements.
Coordinate with internal teams to ensure required information is collected and documented before service commencement.
Maintain accurate participant records and ensure completed documentation is appropriately filed within internal systems.
Manage updates, amendments and renewals of participant documentation as required.
Ensure intake documentation is completed within appropriate timeframes to prevent unnecessary delays to service commencement.
Compliance & Quality Assurance
Ensure participant intake documentation aligns with organisational policies, NDIS requirements and relevant compliance standards.
Conduct regular audits of participant intake files to identify missing, incomplete or outdated documentation.
Monitor outstanding compliance requirements and take responsibility for following these through to completion.




Escalate participant risks, documentation concerns or service suitability matters to the appropriate operational or clinical team.
Maintain accurate and confidential participant information in accordance with privacy requirements.
Work collaboratively with relevant teams to continuously improve intake processes, documentation templates and administrative systems.
Ensure participant onboarding requirements are completed and appropriately authorised prior to service commencement.
Internal Coordination & Service Commencement
Liaise with Operations, Care and Rostering teams to coordinate new participant commencements.
Communicate participant requirements, service arrangements and commencement details to relevant internal teams.
Support the coordination of accommodation vacancies, participant transitions and new service arrangements.
Track referral and intake progress, providing regular updates to management.
Assist with identifying barriers to service commencement and coordinate timely follow-up actions.
Ensure a smooth handover from intake to the relevant operational team once services commence.
About You
Previous experience in intake, participant engagement, administration, stakeholder coordination or a similar role.
Experience within the NDIS, disability, aged care or community services sector is highly desirable.
Understanding of Supported Independent Living (SIL), community participation and NDIS service arrangements is desirable.
Strong interpersonal skills and confidence engaging with participants, families and external stakeholders.
Excellent organisational skills and the ability to independently manage multiple referrals and intake processes.
High attention to detail and a robust understanding of documentation and compliance requirements.
A proactive approach to following up outstanding tasks and maintaining communication.
Confidence coordinating meetings, property walkthroughs and participant introductions.
Strong written and verbal communication skills.
Ability to work collaboratively with operational and clinical teams.
Confidence using Microsoft Office and electronic participant management systems.
A professional, approachable and solutions-focused attitude.
About Us
Infinity Support Services is a growing NDIS provider delivering person-centred disability support services across multiple regions in Australia. We are committed to delivering high-quality care while creating a supportive, inclusive and skilled working environment for our employees.
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📌 Client Engagement And Intake Officer (Melbourne)
🏢 Infinity Support Services Australia
📍 Melbourne