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Participant Experience Officer

Social Futures is a voice for social change in regional Australia, helping to create connected, resilient communities. With more than 40 years’ industry experience, we are a community service leader, striving to create change through our work across homelessness and housing supports, youth and family services, sector advocacy and programs that promote genuine participation for people with disability. Social Futures currently serves more than 80% of regional New South Wales.We envisage inclusive communities that support social and economic participation, in which everyone reaches their potential and has access to affordable housing. Including our work with partners, Social Futures currently serves more than 80% of regional New South Wales.Social Futures is proud to be a White Ribbon accredited workplace and is committed to ensuring we have a safe and respectful workplace for all. We acknowledge that all people can be victims of violence and that all violence is unacceptable. The White Ribbon Committee is focused on addressing men’s violence towards women because of the underlying power inequality and sexism that sustains gender-based violence and the disproportionately high prevalence of this type of violence in the communityPosition PurposeAs a Participant Experience Officer, you will be first point of contact and support for enquires relating to NDIS services. This is a phone based role and is an integral part of our Local Area Coordination (LAC) Program, which helps deliver the NDIS in local communities.  You will be responsible for working independently and in collaboration with others to provide a positive experience for our customers.  You will need to respond to enquiries by phone and email in a confidential, professional, courteous, accurate, informed and timely way.  You will be responsible for assessing and documenting the needs of participants and making referrals for enquiries where applicable.List of key responsibilities:Provide responsive and professional customer service relating to enquiries about NDIS servicesWork with clients to understand, assess and prioritise their key needs and manage client bookings across a number of service areasProvide information regarding financial and contractual requirements for participants and family members to assist with making informed decisionsMaintain enquiries and referral lists to ensure timely referralsEnsure a person-centered approach to provide excellence in participant experienceTo be considered for this position you must possess the following:Caring personality, motivation and a positive can-do attitudeExcellent communication skills and the ability to work effectively in a teamOutstanding customer service skills and the ability to develop strong relationshipsProficiency in computer skills at an intermediate level with accurate reporting, data entry etcExperience in meeting customer service related KPIsKnowledge/experience of working with people with disabilities and their carers, including people with psycho-social disabilityIn return you will receive mentoring, support and professional development, and work for an organisation that cares about and supports its people and help deliver positive social change and impact in the community you live in.Applications close 4 pm Monday, 21st October 2019To access a position description, address the selection criteria and apply, please visit our website:www.socialfutures.org.au/employment Or click APPLY below if you have followed the online application link:https://careers.socialfutures.org.au/job-details/query/7743353Please note: applying directly through Seek.com will result in an incomplete application, and not addressing the selection criteria.For further information, please contact Christina Casey on 0439 531 171Position Desciption Australia - NSW Lismore & Far North Coast

Participant Experience Officer

  • Full Time - 76 Hours per fortnight
  • SCHCADS Level 3
  • 3 Positions in Lismore NSW

Social Futures is a voice for social change in regional Australia, helping to create connected, resilient communities. With more than 40 years’ industry experience, we are a community service leader, striving to create change through our work across homelessness and housing supports, youth and family services, sector advocacy and programs that promote genuine participation for people with disability. Social Futures currently serves more than 80% of regional New South Wales.

We envisage inclusive communities that support social and economic participation, in which everyone reaches their potential and has access to affordable housing. Including our work with partners, Social Futures currently serves more than 80% of regional New South Wales.

Social Futures is proud to be a White Ribbon accredited workplace and is committed to ensuring we have a safe and respectful workplace for all. We acknowledge that all people can be victims of violence and that all violence is unacceptable. The White Ribbon Committee is focused on addressing men’s violence towards women because of the underlying power inequality and sexism that sustains gender-based violence and the disproportionately high prevalence of this type of violence in the community

Position Purpose

As a Participant Experience Officer, you will be first point of contact and support for enquires relating to NDIS services. This is a phone based role and is an integral part of our Local Area Coordination (LAC) Program, which helps deliver the NDIS in local communities.  You will be responsible for working independently and in collaboration with others to provide a positive experience for our customers.  You will need to respond to enquiries by phone and email in a confidential, professional, courteous, accurate, informed and timely way.  You will be responsible for assessing and documenting the needs of participants and making referrals for enquiries where applicable.

List of key responsibilities:

  • Provide responsive and professional customer service relating to enquiries about NDIS services
  • Work with clients to understand, assess and prioritise their key needs and manage client bookings across a number of service areas
  • Provide information regarding financial and contractual requirements for participants and family members to assist with making informed decisions
  • Maintain enquiries and referral lists to ensure timely referrals
  • Ensure a person-centered approach to provide excellence in participant experience

To be considered for this position you must possess the following:

  • Caring personality, motivation and a positive can-do attitude
  • Excellent communication skills and the ability to work effectively in a team
  • Outstanding customer service skills and the ability to develop strong relationships
  • Proficiency in computer skills at an intermediate level with accurate reporting, data entry etc
  • Experience in meeting customer service related KPIs
  • Knowledge/experience of working with people with disabilities and their carers, including people with psycho-social disability


In return you will receive mentoring, support and professional development, and work for an organisation that cares about and supports its people and help deliver positive social change and impact in the community you live in.

Applications close 4 pm Monday, 21st October 2019

To access a position description, address the selection criteria and apply, please visit our website:www.socialfutures.org.au/employment 

Or click APPLY below if you have followed the online application link:

https://careers.socialfutures.org.au/job-details/query/7743353

Please note: applying directly through Seek.com will result in an incomplete application, and not addressing the selection criteria.

For further information, please contact Christina Casey on 0439 531 171