Homage is a purpose-led care company on a mission to make high-quality, personalised care more accessible to older Australians and people living with disability. We are a registered NDIS provider and an associated provider within the Support at Home program, delivering in-home and community-based support across Metro Melbourne.
Our care model is technology-enabled and human-first — built around consistent support workers, transparent pricing, and a participant experience grounded in choice, dignity, and independence. As we grow our government-funded participant base across both NDIS and Support at Home, we are building the operational infrastructure to scale that growth with quality at its centre.
The Opportunity
As an Intake Coordinator at Homage, you are the first point of contact for every new participant and referral. Your role is to understand care needs, guide the right participants into our services clearly and ethically, and ensure every person starts their care journey on solid ground.
At its core, this is a role about building trust early, setting clear expectations, and converting genuine enquiries into active clients - with care and accountability in equal measure. Beyond intake, this role contributes to our B2B growth motion by supporting outreach to NDIS Support Coordinators and helping develop the marketing materials that represent Homage in the market.
This is a founding-team opportunity. You will help shape how Homage scales its participant acquisition function across both NDIS and Support at Home - and your work will have a direct and visible impact on the people we support.
Key Responsibilities Intake Growth & Conversion
* Own the full intake lifecycle from first enquiry through to service activation - converting qualified leads into active Homage participants.
* Work towards measurable conversion targets, proactively managing each lead through every stage of the pipeline.
* Identify drop-off points across the funnel and take ownership of improving conversion at each step.
* Contribute directly to organisational growth targets with a clear line of sight from your activity to participant care impact.
Lead Qualification & SLA Management
* Maintain real-time oversight of all inbound leads across internal forms and third-party referral platforms.
* Qualify leads against Homage's intake persona - age, funding type, geography, and service category - with speed and accuracy.
* Respond to and follow up on all inbound leads within defined SLAs using the right channel (phone, SMS, or email), following a structured 7-touchpoint cadence across 14 days.
* Track and document all interactions accurately and in real time within HubSpot CRM.
* Clearly educate participants on Homage's services, funding pathways, pricing, policies, and technology-enabled care model.
Participant Onboarding
* Confirm informed consent and identify any clinical, environmental, or logistical risks that may impact care delivery.
* Conduct actualisation calls to confirm service structure, schedule preferences, worker preferences, and funding pathway before the Service Agreement is issued.
* Prepare and send Service Agreements via DocuSign within defined SLA, and manage a tiered follow-up sequence until signed.
* Create structured handover tasks in HubSpot for the Service Coordination team at the point of actualisation, ensuring all required fields are complete.
* Partner with Service Coordination to enable timely care worker allocation and a smooth transition from onboarding to active service delivery.
CRM & System Management
* Maintain accurate, stage-validated contact records in HubSpot, ensuring required fields, lifecycle stage movements, SLA tracking, and task discipline are consistently upheld.
* Ensure zero gaps in pipeline hygiene - every contact has an open task, every stage movement reflects real status, and no lead exists without a next action.
* Prepare structured client handover notes for the rostering and service coordination teams.
* Support intake and conversion performance reporting to inform weekly reviews and broader team planning.
* Support outbound outreach to NDIS Support Coordinators across Metro Melbourne, with the goal of establishing Homage as a trusted provider on their preferred lists.
* Manage warm leads and inbound replies from SC outreach campaigns, qualifying interest and booking introductory meetings for the leadership team.
* Build and maintain relationships with Support Coordinators and Plan Managers to support a consistent referral pipeline into Homage's NDIS intake.
* Log all outreach activity and SC interactions in HubSpot to maintain clean attribution and pipeline visibility.
Marketing & Commercial Materials
* Support the development of marketing and business development materials including provider brochures, capability presentations, and referral partner packs.
* Contribute participant and partner insights that sharpen how Homage communicates its value proposition to referrers, support coordinators, and prospective partners.
* Ensure all materials are accurate, on-brand, and reflect the current scope of Homage's services and funding pathways.
* Support participants to confidently use the Homage App from the point of onboarding, reducing friction in the early care experience.
* Act as first-line support for basic technical queries from participants, resolving issues without escalation where possible.
* Drive app adoption and engagement as the primary communication and transparency layer in the participant relationship.
Core Competencies Balancing Care & Growth Orientation
* Understands that intake is both a care function and a growth function — and holds both with equal seriousness.
* Comfortable working towards conversion targets while maintaining the empathy and clarity every participant deserves.
* Proactively manages leads through each conversion step and takes accountability for moving them forward.
Empathetic Communication
* Builds trust and rapport quickly — particularly with families and participants navigating NDIS or Support at Home for the first time.
* Warm, clear, and confident on the phone. Able to explain complex funding and service information in plain, accessible language.
* Reads the emotional state of the caller and adjusts pace and tone accordingly.
Process & Detail Driven
* Manages multiple intakes simultaneously without dropping quality or accuracy.
* Maintains audit-ready CRM documentation — correct stage, required fields completed, tasks always open.
* Detail-driven and consistent, with a strong focus on participant experience at every touchpoint.
Bias to Action
* Operates with urgency — understands that a missed call or delayed follow-up is a lost participant.
* Identifies barriers and works through them without waiting to be told.
* Completes tasks end‐to‐end and communicates proactively when something is at risk.
Service Navigation
* Understands (or learns quickly) how NDIS, Support at Home, and HCP funding systems function.
* Can explain plan management types, funding pathways, and service categories clearly to participants and families.
Cultural Sensitivity
* Communicates effectively with participants from diverse linguistic and cultural backgrounds.
* Adjusts communication style to meet the participant where they are — without compromising clarity or professionalism.
* Comfortable using CRM platforms (HubSpot preferred), email tools, document management systems, and Microsoft Office.
* Picks up new systems quickly and uses them as intended — not as workarounds.
Required Qualifications & Experience
* Prior experience in intake, customer service, healthcare, aged care, disability, or community services environments.
* Exposure to NDIS and/or Support at Home frameworks is highly regarded.
* Experience managing inbound enquiries, qualifying leads, or supporting onboarding processes.
* Strong verbal and written communication skills, particularly in explaining complex information simply and clearly.
Education
* Desirable but not mandatory: Diploma or Bachelor's degree in Business, Community Services, Health, or a related field.
* Equivalent practical experience will be equally valued.
Compliance Checks
* Criminal History Check
* NDIS Worker Screening Check
* Working with Children Check
Right to Work
Full, unrestricted working rights in Australia.
Why Join Homage?
Be part of shaping how Australians access care and support — with dignity, independence, and genuine choice at the centre of everything we do.
Help establish and grow the Intake & Access function as Homage scales across NDIS and Support at Home. Your fingerprints will be on how this team operates.
Transparent Remuneration $60,000 – $70,000 per annum + superannuation, with a clear progression framework as the function grows.
Ongoing learning across aged care reform, the Support at Home transition, NDIS service systems, and client engagement best practices.
Hybrid working model, digital-first systems, a mission-aligned team, and access to an Employee Assistance Program.
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