Help at Hand Support Services ‘HAHS’ is a specialist disability support provider that is passionate about helping empower our participants to live their best life. We provide support services to NDIS participants.
The role:
The Customer Officer will be responsible for the liaising with HAHS participants, referral partners and support staff to ensure the smooth running of support services provided by HAHS.
You will play a key role in creating a welcoming and seamless experience for both new and existing clients. You will manage incoming referrals, coordinate intake processes, assist with allocating support staff, and ensure that each participant’s care plan is actioned and delivered to a high standard. This is a varied and rewarding role that combines customer service, scheduling, and administrative support within a people-focused organisation.
Responsibilities include, but are not limited to:
- Be the first point of contact for participant enquiries and referral partners via phone and email
- Manage and process intake referrals with efficiency and empathy
- Onboard new participants and support workers, including induction coordination
- Build strong, ongoing relationships with participants and their families
- Assist the Care Manager with client feedback and complaint resolution
- Maintain accurate and up-to-date client records in our system
- Assist with onboarding of new and returning participants.
- Develop and maintain effective relationships with participants and support workers
- Attend networking events, expos and local events to promote the HAHS Brand.
About YOU: To be successful in this role you will demonstrate
- Loyalty to the business and its clients and staff
- Common sense to think on your feet
- Learn quickly and positive attitude
- Attention to detail
- Diligent and conscientious
- Strong worth ethic
- Driver to succeed and grow
- Respect our staff and clients
- Work autonomously and push yourself to deliver experience supports to participants.
You will also possess: - Previous experience in a customer service or care coordination role (NDIS or aged care experience preferred)
- Experience coordinating and allocating support services to people within their homes and community
- Experience with rostering using a digital rostering software (Ideal)
- Exceptional customer service skills coupled with patience and commitment
- Able to build and maintain rapport with stakeholders/referral partners
- High level of computer literacy with experience using IT
- Qualifications in disability, aged care, human services, social science or similar will be advantageous
- Unrestricted working rights in Australia
- The willingness to secure a Working with Children Check if required
- Must have own car and full license
Desirable: - Qualifications in disability, community services, social science, or similar
- Allied health or nursing background
- Experience with NDIS service delivery or care coordination
The rewards: If you are looking to join a growing business that aims to be a contender in the healthcare industry and contribute to delivering a high level of NDIS services in Australia, then HAHS is for you. We are focused on our staff and it is foundation of what makes us a great company to be a part of.
Working for us will put you in a strong position with your career, with opportunities for growth and development.