1. Position Details

Position title

Support Coordination Administration Support Officer

Organisation

Hand in Hand Support Coordination (ABN 63 638 072 705)

Reports to

Katalin Jakus, Director

Employment type

Casual contractor (hours to be confirmed)

Location

Chirnside Park, VIC — remote/hybrid by arrangement

Working relationships

Director, Support Coordinators, participants and their representatives

2. Position Purpose

The Administration Support Officer provides back-office administrative support to the Director and Support Coordinators, so coordinators can spend more of their time with participants. The role focuses on participant file administration, documentation, data entry, scheduling and compliance records across Level 2 and Level 3 Support Coordination and Psychosocial Recovery Coaching.

The role works directly with participants on administrative matters and completes delegated tasks on participant files under the supervision of a Support Coordinator. For the right candidate, it offers a development pathway into a Support Coordinator position.

3. Key Responsibilities

3.1 Participant file administration

· Set up new participant files from intake information, using Hand in Hand templates and checklists.

· Upload, name and file documents (service agreements, plans, reports, consents, correspondence) in the client management system.

· Keep participant records accurate, complete and easy to retrieve; run regular file audits and flag gaps to the Director.

· Track plan start and end dates, plan reviews and report due dates, and send reminders to coordinators.

3.2 Documentation and reporting support

· Format and proofread Support Coordination reports, plan review reports and progress notes drafted by coordinators.

· Prepare and send service agreements and consent forms for signature, and file the signed copies.

· Compile supporting documents for NDIA, plan manager and provider requests as directed.

3.3 Support implementation administration

· Collate provider quotes, service agreements and service bookings once a coordinator has agreed the supports.

· Maintain provider and referral contact lists, including SDA and SIL providers.

· Prepare SDA and SIL quality and safety check templates and record completed checks on file.

3.4 Finance and claiming support

· Record coordinator time and case notes for claiming, and check entries against plan budgets.





· Prepare NDIS claims or invoices for Director approval and follow up rejected claims.

3.5 Office and compliance administration

· Manage the shared inbox and calendar bookings for coordinators.

· Maintain registers (incidents, complaints, feedback, worker screening, training) for NDIS audit readiness.

· Keep policies, procedures and templates up to date as directed by the Director.

3.6 Participant liaison

· Act as a respectful, person-centred contact for participants and their representatives on administrative matters such as appointments, document collection, consents and service agreement queries.

· Book and confirm participant meetings, plan reviews and provider appointments, and attend meetings to take notes when requested.

· Pass any request about supports, funding, risk or wellbeing to the allocated Support Coordinator on the same day.

3.7 Delegated Support Coordination tasks (under supervision)

· Complete tasks on participant files requested by a Support Coordinator, such as provider searches, referrals, quote requests, follow-up calls and drafting case notes or report sections.

· Work to the coordinator's instructions and have work reviewed before it is finalised or sent.

· Record all delegated work in case notes, in line with Hand in Hand procedures.

4. Scope and Boundaries

· Reporting: reports to the Director. Delegated file tasks are directed and supervised by the allocated Support Coordinator. The role has no reporting line to, and no handover with, the Administration Manager position.

· Participant contact: works directly with participants and their representatives on administrative matters and delegated tasks. The allocated Support Coordinator remains responsible for each participant's coordination of supports.

· Supervision: delegated Support Coordination tasks are completed only on request and under supervision, and are reviewed before they are finalised.

· Decisions: does not make independent decisions about participant supports, funding or risk; these are referred to the Support Coordinator.

· Access:



system access is limited to what the tasks require, under Hand in Hand's privacy and confidentiality procedures.

5. Skills, Experience and Qualifications

Essential

· Experience in an administration role, ideally in disability, health or community services.

· Working knowledge of the NDIS, including plans, service agreements and claiming.

· Strong attention to detail and accurate data entry.

· Confident with Microsoft 365 or Google Workspace and cloud-based client management systems.

· Clear, professional written communication.

· Able to manage time and work independently from written procedures.

Desirable

· Certificate IV in Disability, Community Services or Business Administration, or a related qualification.

· Experience supporting people with disability or psychosocial conditions.

· Experience with NDIS client management or claiming software (e.g. Astalty/ Splose).

· Familiarity with SDA and SIL settings.

· Understanding of the NDIS Practice Standards and audit requirements.

· Interest in developing into a Support Coordination role.

6. Career Pathway

For the right candidate, this role can progress to a Support Coordinator position. Progression depends on demonstrated performance in delegated tasks, completion of relevant training, and the Director's assessment of readiness and business need. It would be confirmed through a formal variation to the engagement.

7. Compliance Requirements

· Current NDIS Worker Screening Check.

· NDIS Worker Orientation Module certificates.

· Signed confidentiality and privacy agreement.

· Current driver's licence and access to a registered, insured vehicle for participant meetings.

8. Key Performance Indicators

Area

Measure

File management

Current participant files set up within 2 business days of intake

Data accuracy

Files pass internal audit with no critical gaps

Documentation

Reports and agreements formatted and returned within agreed timeframes

Claiming

Claims prepared accurately each fortnight; rejections followed up within 5 business days

Compliance

Registers current and audit-ready at all times

Procedures

Tasks completed in line with Hand in Hand procedures

Pay: $50.00 – $53.00 per hour

Expected hours: 10.0 – 15.0 per week

Education:

- Certificate I - IV (Required)

Experience:

- working with individuals with disabilities: 3 years (Preferred)

Work Location: In person

📌 Support Coordination Adminstration Support (Chirnside Park)
🏢 Hand In Hand Support Coordination
📍 Chirnside Park