Intake Officer – Aged and Disability Services

About the role

AVWA is looking for a full-time Intake Officer in Braybrook, reporting to the Regional Manager within its Aged and Disability Service (ADS) department. The role delivers person-centred onboarding to new and prospective clients and supports Support at Home (SaH), Commonwealth Home Support Program (CHSP) and NDIS clients, while promoting the programs in the community and answering enquiries.

Key responsibilities

• Receive and respond to initial enquiries for SaH, CHSP and NDIS services, contact clients promptly and gather information such as family circumstances, medical conditions, care needs, Medicare details and address
• Enter accurate client information into intake records and organise Appointment of a Representative forms when required
• Request and coordinate assessments or reassessments, submit referrals and review requests to My Aged Care, and liaise with RAS, ACAS and allied health professionals
• Follow up with clients through the assessment process until a final outcome is issued
• Follow up until a service package or agreement is signed, explain the service delivery model, fees and charges, and monitor ADS assignments for approved clients
• Support clients with Income Tested Care Fee forms and initial service setup so services start on time
• Promote the SaH, CHSP and NDIS programs and maintain good relationships with external stakeholders and referral agencies

Required profile

• Diploma in Community Services or other relevant qualification
• Customer service experience and solid understanding of CHSP, SaH and NDIS programs
• Strong communication, empathy and cultural competence
• Current Police Check or NDIS Worker Screening Check, full COVID-19 vaccination and current First Aid/CPR certificates
• Good English and Vietnamese

What we offer

• SCHADS Award with all entitlements
• Salary packaging up to $15,900 plus a $2,950 meal and entertainment card
• Flexible working with partial work from home
• Ongoing support, training and development
• Employer-funded paid parental leave (conditions apply)
• Employee Assistance Program, wellness activities subsidy and wellness leave
• Free flu shots

Applications are made online; the position is advertised as open for immediate shortlisting.