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 current 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 out

📌 Client Engagement and Intake Officer (Melbourne)
🏢 Infinity Support Services Australia
📍 Melbourne