Job Title - Customer Service (NDIS Intake & Onboarding Coordinator)
Organisation: CRANK – NO BARRIERS
Location: Melbourne (Hybrid)
Employment Type: Full-time / Part-time (flexible)
Reports to: Growth Lead / CEO
Role Purpose
The Customer Service & Intake / Onboarding Coordinator is the first point of contact for participants, families, support coordinators and plan managers. You’ll run a smooth and neurodiversity‑affirming intake experience—from first enquiry → eligibility check → intake booking → service agreement → coach matching → onboarding → ongoing coordination—ensuring every person feels welcomed, informed, safe, and supported. This role owns the end-to-end customer experience in the early journey, and supports ongoing customer service for active participants.
Key Responsibilities (What You’ll Do)
Customer Service & Front-of-House (All Channels) Respond to inbound enquiries via phone, email, webforms, social/DMs(and any CRANK community channels) with warmth and clarity. Provide accurate information about CRANK programs, coaching approach, delivery options (in‑person/online), availability and next steps. Manage “in-the-moment” customer needs: quick changes, questions, reassurance, complaints, and follow-up. Maintain a consistently neurodiversity‑affirming and inclusive tone aligned to CRANK’s brand and values. NDIS Intake & Suitability Triage Run **initial screening** to confirm: Participant goals and what they want to achieve (friendships/flourishing outcomes). Funding type (NDIA managed / plan managed / self managed) and practical onboarding requirements. Support needs, accessibility requirements, and any risks/barriers. Ensure the right pathway for the person: Coaching suitability and scope Referral to alternate supports if needed (where coaching is not the right fit) Collect key documents and information (where required), e.g. plan details, contacts, consent, participant profile. Intake Bookings & Onboarding Coordination Book intake calls/meetings and coordinate calendars across the team. Prepare intake packs and guide families/support coordinators through the process. Coordinate service commencement steps: Service Agreement preparation/sending, consent and privacy acknowledgements Participant profile setup in internal systems Welcome email/SMS and “what to expect” onboarding comms Ensure a smooth handover from intake to coaching delivery. Coach Matching & Commencement Scheduling Coordinate coach matching based on: Participant goals/interests Support needs and preferences Location/time availability and delivery mode Book first sessions and confirm all details with participant/family. Update schedules, manage reschedules/cancellations, and keep all parties informed. Stakeholder Liaison (Plan Managers, Support Coordinators, Families) Build great working relationships with: Support Coordinators Plan Managers Families / carers / nominees Confirm service details for funding and onboarding. Support smooth communication loops so stakeholders feel confident and informed. Systems, Admin & Data Quality Maintain accurate records across CRANK systems (CRM/client management, documents, comms logs). Keep intake pipeline up to date (enquiry → contacted → intake booked → agreement sent → onboarding completed → active). Track key milestones and follow-ups so no one “falls through the cracks.” Produce simple weekly updates (pipeline, conversions, blockers, trends). Quality, Compliance & Safeguarding (Basics) Work within CRANK policies and the expectations of NDIS service delivery: Privacy and confidentiality Consent and record keeping Clear escalation of incidents/concerns (to the appropriate leader) Flag risk indicators early and support safe onboarding practices.
What Success Looks Like (KPIs / Outcomes)
Enquiries receive a response within agreed timeframes (e.g., same day / High conversion from enquiry to intake booking and onboarding completion.Service Agreements and onboarding documentation completed accurately and quickly.Participants/families report a clear, warm, low-stress onboarding experience.Great internal coordination: coaches receive complete onboarding info and can start confidently.Clean, reliable data in systems (minimal errors, no missing steps).
Skills & Attributes (What We’re Looking For)
Warm, confident communicator**—especially with autistic/ADHD/psychosocial participants and families.Highly organised and proactive; you love checklists, follow-ups and closing loops.Calm under pressure; can manage competing priorities and tricky customer moments.Strong admin + tech skills (comfortable with CRMs, calendars, docs, forms).Excellent attention to detail and ability to handle confidential information.Values-aligned: inclusive, strengths-based, respectful, non-judgemental.
Experience
Experience in NDIS intake, scheduling, allied health admin, disability services, or customer success.Understanding of NDIS funding types (plan/self/agency) and stakeholder coordination.Experience supporting neurodivergent people and/or working in a strengths-based model.Business development background a plusMarketing and partnerships skills a plus
Working Style & Expectations
Hybrid + flexible hours where possible, aligned to participant/family availability.Some after-hours coordination may occur occasionally (e.g., intake calls, urgent scheduling).Team-first mindset: you’ll collaborate closely with coaches and operations.
Why CRANK?
At CRANK, we’re building a world-class, neurodiversity-affirming experience that turns isolation into friendships and passions into flourishing lives You’ll be the person who makes the first steps feel safe, exciting, and easy.