About All Care Disabilities

All Care Disabilities is a registered NDIS provider delivering Supported Independent Living (SIL), Specialist Disability Accommodation (SDA), In-Home & Community Support and Day Programs across NSW.

We support NDIS participants to live with independence, dignity and choice — and our intake function is the first step in that journey.

About The Role

We are seeking an experienced and highly organised Intake Officer to manage and qualify new enquiries across our services.

This Role Is Responsible For:

• Following up inbound enquiries (phone, email, website, social media)
• Managing leads within HubSpot CRM
• Qualifying enquiries and progressing suitable participants to Sales Qualified Lead (SQL)
• Collecting and reviewing required documentation (NDIS plans, funding details, reports)
• Coordinating with families, carers, support coordinators and support workers
• Liaising internally with accommodation, operations and clinical teams

You will be the first point of contact for prospective participants and their networks — ensuring enquiries are handled professionally, efficiently and with empathy.

Key Responsibilities

Enquiry Management

• Respond to new enquiries within agreed timeframes
• Conduct intake calls to assess suitability and funding eligibility
• Clearly explain All Care services (SIL, SDA, In-Home Support, Day Programs)
• Schedule site visits and internal follow-ups where required

CRM & Pipeline Management

• Accurately log all enquiries in HubSpot CRM
• Maintain clean, up-to-date records and documentation
• Progress qualified leads to SQL stage
• Disqualify unsuitable leads with appropriate categorisation
• Ensure correct source tracking and data accuracy

Documentation & Compliance

• Request and collect NDIS plans, funding breakdowns and relevant reports
• Review funding to confirm eligibility for services
• Maintain secure and organised participant documentation
• Ensure compliance with NDIS and internal policies

Stakeholder Liaison

• Communicate with:
• Participants
• Family members and carers
• Support Coordinators
• Support workers
• Provide clear, accurate information about vacancies, support models and funding
• Coordinate internally with Operations and Accommodation teams

About You

You are organised, proactive and confident on the phone. You know how to manage high enquiry volumes without dropping the ball.

Essential:

• Experience working within the NDIS or disability sector
• Strong understanding of SIL, SDA and core funding structures
• Excellent phone manner and communication skills
• Experience using a CRM system (HubSpot preferred)
• Strong administrative and document management skills
• Ability to manage multiple leads and follow-ups simultaneously
• High attention to detail

Highly Regarded:

• Experience in intake, admissions or lead qualification roles
• Experience reviewing NDIS plans and funding line items
• Understanding of SDA categories and SIL funding structures

What Success Looks Like

• All new enquiries contacted within 24 hours
• Clean and accurate CRM data
• Clear qualification of leads (no pipeline clutter)
• Strong conversion from enquiry to SQL
• Positive feedback from families and support coordinators

Why Join All Care

• Growing NDIS provider with strong leadership
• Supportive team environment
• Clear processes and systems
• Opportunity to make a direct impact on participant outcomes

🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢

Why All Care Disabilities is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with All Care Disabilities not with Hatch.