Client and Family Support Officer

Client and Family Support Officer Novita Services Hindmarsh Full-time Onsite

Novita supports ambitions of all kinds, offering a career that develops with you within a supportive team. As South Australia’s longest-standing provider of services for people with disabilities, including therapy, assistive technology, community programs, and community living, Novita is continually evolving.

Novita offers structured benefits alongside the freedom to grow in an environment that is both expansive and personal. We provide the resources to help you thrive as your complete self, embracing what motivates you to achieve your full potential. Leaders offer consistent support while respecting your autonomy, focused on your professional goal achievement. The diversity of Novita's services creates opportunities to direct your career path. Work where you are supported to achieve your best, enabling you to help others achieve theirs.

About the Role

The Client and Family Support Officer role is accountable for delivering a consistently high-quality customer experience throughout their engagement with Novita. Operating primarily as a phone-based central point of contact, you will manage enquiries, coordinate onboarding, and support ongoing engagement to ensure customers access the appropriate services at the right time. This position is based at our Hindmarsh office and collaborates closely with Therapy and Community teams, with a primary focus on new client engagement, onboarding, and lead management.

Key Responsibilities:

• Manage new client enquiries via phone, web, and other channels, serving as a central information point.
• Coordinate customer onboarding, including eligibility, funding comprehension, policy implementation, and initial documentation.
• Support the development of early-stage support plans, service agreements, customer records, and billing processes.
• Cultivate strong relationships with internal stakeholders across Therapy, Community, Finance, and Marketing departments.
• Manage and nurture leads within Salesforce, acknowledging that conversion may require time and sustained engagement.
• Promote Novita’s services and identify opportunities to refer customers internally to maximise outcomes.
• Maintain precise and current customer information in relevant systems, including NDIS plans and funding arrangements.
• Liaise with external stakeholders, such as the NDIA, regarding service access and planning.
• Contribute to portfolio-based work, developing expertise in a specific service area, attending team meetings, and understanding service growth and direction.

Knowledge, Skills, and Experience

You possess strong NDIS knowledge, excellent customer service skills, and a collaborative approach, in addition to:

• Demonstrated understanding of the NDIS and associated funding arrangements.
• Experience in phone-based roles for customer service and service booking.
• Exceptional written and verbal communication and customer service skills.
• Proven ability to manage complex enquiries and develop stakeholder relationships.
• Strong organisational skills with meticulous attention to detail and the capacity to meet deadlines.
• Proficiency in Microsoft Office and client management systems.
• NDIS Worker Check and Working with Children Check.

Novita is committed to client safeguarding. If you do not currently hold an NDIS Worker Check and SA Working with Children Check, guidance on obtaining these will be provided before commencement.

Why join Novita?

In this role, you will be instrumental in guiding clients through their journey, assisting them with navigating services, understanding funding, and building confidence from initial contact through to sustained engagement. Working alongside Therapy and Community teams, you will directly observe the impact of your coordination and care in achieving meaningful outcomes for customers and their families.

You will also benefit from:

• A total salary package comprising base salary, annual leave loading, and 12% superannuation.
• Salary packaging benefits allowing up to $15,900 of your salary to increase your take-home pay.
• Further opportunities to maximise your take-home pay through additional salary packaging for expenses such as meals and entertainment, accommodation and venue hire, private novated leasing, and extra superannuation contributions.

Apply Now

For a confidential discussion before applying, please contact Leanne Kotek at lea•••••••••@novita.org.au or Sidney Thomson at Sid•••••••••••@novita.org.au.

Do not delay your application if you wish to join our team, as this position is vacant and interviews will be conducted as applications are submitted. Novita reserves the right to close this advertisement early if a suitable candidate is identified before the stated closing date.

Novita is dedicated to fostering a diverse and inclusive workplace. All suitably qualified applicants will receive equal and fair consideration.