NDIS - Plan Manager Support Officer (Dayshift WFH)

This is a remote position.

• Process and reconcile invoices with a high level of accuracy ensuring compliance with the clients’ NDIS funding agreements, company policies and procedures and NDIS guidelines and legislation.
  
• Assist the plan management team to engage with NDIS participants (people living with a disability), responding to their inquiries, helping them understand their NDIS funding and following up with timely and accurate information (phone and email).
  
• Timely response to relevant NDIS provider inquires and accurately resolve invoicing and provider issues.
  
• Update NDIS participants profiles and notes in the company’s CRM database (Careview)
  
• Provide advice to participants and families on different funding categories and funding periods to ensure their NDIS plan is managed efficiently aligned to NDIS regulations and legislation.
  
• Maintain up-to-date knowledge of company processes, policies and services and NDIS legislation and guidelines to assist stakeholders effectively.
  
• Assist with all general administration, data entry and reporting tasks as requested by your managers and the plan management team.
  

• Maintain accurate participant records and their funding records in the CRM system, ensuring compliance with NDIS policies and operational standards.
  
• Conduct regular audits of participant records to ensure all documentation is updated and meets regulatory requirements.
  
• Assist in preparing progress reports on participant outcomes.
  

• Knowledge of the NDIS regulations and guidelines, including funding categories, funding periods, service agreements, and compliance requirements an advantage
  
• Strong technical proficiency in CRM systems and financial management tools for tracking participant plans and budgets
  
• Problem-solving skills to address participant and service-related challenges effectively.
  
• Strong communication and people skills to build relationships with participants, families, and stakeholders.
  

• Communication and interpersonal skills: Passion for nurturing
  relationships with the genuine ability to listen, articulate clearly and engage with the team and our NDIS participants and their support networks
• Excellent time management and multi-tasking skills: Natural attention to detail, like getting things right the first time and the ability to prioritise and manage multiple tasks while remaining calm, friendly and focused
  
• Self-motivated and team player with the ability to support your manager and the team and also work independently, taking the initiative and being accountable for delivering timely outcomes
  
• Flexibility: Possess a positive approach with a willingness to learn and a passion for taking on new challenges in a changing work environment
  
• Ability to work with a diverse range of customers and stakeholders, including people living with a disability, cultural diversity and languages other than English.
  

• Completion of secondary education plus:
         o    A degree or diploma with some relevant work experience; or
         o    a lesser qualification with relevant experience.
• Previous experience in administration, customer service, bookkeeping or accounting involving reporting, data entry and data management systems will be considered an advantage.
  
• Fluent and articulate in English. Fluent in a second language an advantage.
  
• Experience using Microsoft 365 Office Suite including Outlook, Microsoft Teams, Excel, PowerPoint and customer and business management systems and platforms
  

• Timely and accurate follow up of all allocated tasks and responsibilities
  
• Meet allocated KPI expectations
  
• Positive feedback from participants and the plan management team on service delivery and assistance provided.
  
• Full compliance with NDIS legislation, guidelines, operational and reporting standards.