Administration & Support Coordination Officer

About the role

The Administration & Support Coordination Officer is responsible for the effective coordination of administrative, operational and participant support functions within the organisation. The role supports the smooth day-to-day operation of the business by maintaining accurate records, coordinating internal processes, supporting compliance requirements and providing high-quality administrative assistance to the team.

The position also undertakes Support Coordination responsibilities as required, assisting NDIS participants to understand and implement their NDIS plans, connect with appropriate services and supports, and work towards achieving their individual goals.

Key responsibilities

• Coordinate and oversee day-to-day administrative functions to support the effective operation of the organisation.

• Act as a professional point of contact for participants, families, service providers and internal team members.

• Maintain accurate, up-to-date participant files, service records, databases and organisational documentation.

• Manage general correspondence, telephone enquiries, emails and other communications.

• Prepare, review and maintain documents, reports, forms, templates and internal records.

• Coordinate appointments, meetings, calendars and other scheduling requirements.

• Assist with onboarding processes for participants, employees, external services and online portals as applicable.

• Monitor outstanding administrative tasks, documentation and new client follow-ups to ensure timely completion and successful business growth.

• Maintain accurate participant documentation, service agreements, consent forms and other required records.

• Maintain organised electronic filing systems and ensure documentation is stored securely and appropriately.

• Assist a small caseload of participants to understand their NDIS plans, available funding and the supports relevant to their individual goals.

• Support participants to navigate service systems, address barriers to accessing supports and resolve service coordination issues.

• Monitor participant progress, identify emerging needs and facilitate appropriate referrals or service adjustments.

• Maintain accurate case notes, records of contact, progress updates and other required Support Coordination documentation.

• Manage priorities independently while recognising when guidance or escalation is required.

Essential

• Experience in administration, coordination, client services or a similar role.

• Strong organisational, time management and prioritisation skills.

• Excellent written and verbal communication skills.

• High level of accuracy and attention to detail.

• Demonstrated ability to manage competing deadlines and work with minimal supervision.

• Strong computer skills and confidence using electronic recordkeeping systems and Microsoft Office Suite

• Ability to maintain confidentiality and handle sensitive information appropriately.

• Professional, respectful and person-centred approach to participant and stakeholder interactions.

• Ability to work collaboratively while taking initiative and accountability for assigned responsibilities

Desirable

• Relevant qualifications in business administration, community services, disability, social services or a related field.

• Understanding of the NDIS and the disability services sector (psychosocial disabilities advantageous)

• Familiarity with NDIS plans, service agreements, participant records and relevant reporting processes.

The successful candidate will demonstrate:

• Accountability: Takes ownership of tasks and follows matters through to completion.
• Organisation: Maintains efficient systems and manages multiple priorities effectively.
• Initiative: Identifies issues, anticipates needs and recommends practical improvements.
• Communication: Builds constructive relationships and communicates professionally.
• Problem-solving: Responds to challenges with sound judgement and a solutions-focused approach.
• Confidentiality: Handles participant and organisational information with care and discretion.
• Person-centred practice: Respects participant rights, choice, control, dignity and independence.
• Adaptability: Responds effectively to changing priorities and operational requirements.