Skip to main content
New
Sydney, Australia
Full-Time

Care Onboarding & Relationship Specialist

Connect NDIS participants with the right support services through thoughtful assessment and relationship building. Enhance participant journeys from day one.

Our Mission

The Well Team delivers life-changing care and support for individuals navigating the NDIS system. Our WorkWellâ„¢ Model drives personalised, exceptional support that helps participants achieve their goals and live with greater independence.

As a Care Onboarding & Relationship Specialist, you are often the first Well Team member a new participant meets. Your warmth, expertise, and attention to detail set the tone for an exceptional care journey.

Role Purpose

You will guide new NDIS participants through their initial assessment, matching them with the right services and support workers to meet their unique needs. Building trust quickly and communicating clearly are at the heart of this role.

You will maintain ongoing relationships with participants, checking in regularly to ensure service satisfaction and proactively escalating any issues to the Care Management team.

Key Responsibilities

Participant Onboarding

  • Conduct initial needs assessments to understand each participant's goals, preferences, and support requirements

  • Match participants with suitable support workers and services based on assessed needs and NDIS funding categories

  • Coordinate service agreements, welcome packs, and introductory meetings to ensure smooth transitions into care

  • Document all onboarding information accurately in our participant management system

You Will Succeed If You...

Lead with Empathy

Put participant wellbeing at the centre of every interaction

Build Trust Quickly

Create genuine connections with participants and families from the first meeting

Deliver Excellence

Maintain a high standard of service accuracy and participant satisfaction

Collaborate Well

Work closely with support coordinators and care managers to deliver seamless support

Job Details

  • Employment Type

    Full-Time

  • Start Date

    Immediate

  • Department

    Care Management

  • Reports To

    National Care Manager

Key Performance Areas

  • Participant onboarding completion rate

  • Participant satisfaction scores

  • Time-to-first-service delivery

  • Documentation accuracy and compliance

  • Participant retention at 90-day mark

Qualifications

  • Experience in NDIS participant onboarding or a similar client-facing role

  • Certificate III or IV in Individual Support, Community Services, or related field

  • Understanding of NDIS plans, funding categories, and participant rights

  • Excellent verbal and written communication skills

  • Working with Children Check and NDIS Worker Screening Clearance (or willingness to obtain)

We respond to all applications within 48 hours