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Consumer Response Officer

08/11/2024
06/12/2024
$73,000.00 - $79,000.00
Permanent - Part Time
Narre Warren
Community Services and Development

Want to know why it’s an exciting time to join Windermere? Firstly, there is no other organisation quite like us. Why do you ask? We are an independent community service organisation working across the Southeast of Victoria to help those who need it most. Our unique range of services include; Communities for Children, Family Health & Wellbeing, Childhood Development, Education & Support, Early Intervention Therapy Services, NDIS Support Coordination and Plan Management, Homelessness Support, Counselling Services, assistance to support victims of trauma, assault and violent crimes and Recovery Support Services.

Our NDIS team is looking for our next superstar, Consumer Response Officer to respond to our NDIS consumers.

This permanent ongoing role is perfect for work life balance - 0.9 fraction or 34.2 hours per week split over 5 days (6.84 hrs per day)

Are you a patient and caring person who loves engaging with new people, gathering and analysing information and providing guidance? 

Do you enjoy providing excellent service, responding to enquiries, providing follow up support, and responding directly or re-directing to relevant staff as appropriate? 

Our Early Intervention and Therapy Services are available to children under 12 years old that have a diagnosed developmental delay or disability while our Support Coordination team support people who have a diagnosed disability aged 0-65. Together our NDIS team support consumer’s growth and well-being through individualised support to assist them in achieving their personal goals.

Job Description

Why work at Windermere?

We are committed to outcome-focused care for children, families and individuals and to making a positive difference in the community. As well as tailored support services for individuals and families, Windermere provides a varied scope of services to support disadvantaged and vulnerable people. Windermere offers a culture of flexibility, support and wellbeing.

Staff Benefits - this is where we stand out from the crowd!  Windermere offers staff a wide range of unique benefits beyond the salary.

  • Flexible Ways of Working - home, in the office or combination of both
  • Above Award Personal Leave and 17.5% annual leave loading
  • Gifted days off (between Christmas and New Year)
  • Employee Referral Program - $500 per referral
  • Flexible Leave Scheme (50/52, 51/52)
  • Salary packaging (up to $15,900 per year + additional $2,650 meals and entertainment)
  • Structured performance and 1-on-1 development check-ins and secondment opportunities
  • Staff discount program for everyday items
  • Opportunities for professional development
  • Study Leave provisions
  • Paid Parental Leave   

Windermere care about staff and strive for continuous improvement, which is why we regularly ask our staff and consumers about what we can do better. n our staff survey from May 2024, 90% of respondents said they were "proud to work at Windermere" and 89.7% feel "we are committed to diversity, equity and inclusion".

Desired Skills and Experience

Now, let’s talk about this exciting opportunity!

As a Consumer Response Officer you will provide an effective and consumer focused intake service by:

  • Responding to service enquiries
  • Assisting consumers to navigate their NDIS Plan
  • Convert prospects into consumers
  • Case note conversations

You will be an excellent communicator and listener and ensure smooth on-boarding of new consumers, according to the relevant service requirements.

You will display strong initiative and actively liaise with service team leaders to allocate new consumers to the appropriate service delivery staff.

Excellent attention to detail and IT desktop proficiency is essential particularly in maintaining accurate waitlists for each service and implement allocations from this document as directed by service team leaders. You will also be required to capture data in multiple databases, including NDIA portals.

Key Selection Criteria:

  • Minimum two (2) years administration experience in similar/comparable not-for-profit organisation.
  • Strong understanding of the NDIS framework and requirements
  • Excellent organisational and time management skills, with the ability to prioritise competing priorities
  • Exceptional communication and interpersonal skills, with a commitment to the consumer experience
  • Ability to work independently as well as part of a team
  • Proficiency in using client management systems and Microsoft Office Suite, especially Excel.
  • Willingness to promote and support practices that are inclusive, culturally responsive, safe and 
  • accessible.
  • Current Victorian Drivers’ Licence.
  • Willingness to undertake relevant pre-employment screening and checks.
  • Right to Work in Australia e.g. Australian Citizen, Permanent Resident or Visa holder with full working rights
  • Maintenance of NDIS Workers Screening Certificate and completion of NDIS Worker Orientation Module Certificate

If this job excites you, then click the “Apply” button to view the detailed Position Description and submit your application. Please also ensure you address the Key Selection Criteria in your application letter.

If you require any specific access adjustments or support within the Windermere recruitment, interview or onboarding process please contact our Talent Acquisition Specialist via phone +613 8794 1311 or email opportunities@windermere.org.au

Windermere is committed to creating equitable environments for consumers and employees, this by building diverse and inclusive services and wor spaces, where all peoples from Aboriginal & Torres Strait Islander, CALD, LGBTIQ+ Communities and those living with disability will know and feel accepted, affirmed, safe and celebrated. Windermere is delivering this through the continued development and implementation of our Welcoming and Inclusion Strategy as we seek to provide a diverse workforce at all levels.

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