Client Engagement Officer

About Alliance Community

Alliance Community, a division of Alliance Australia, is one of Australia’s leading providers of premium community support services and is a registered NDIS provider.

With a collective 130 years of experience, we recruit and support outstanding nurses, aged care workers, disability support workers and specialist community care professionals across Australia.

Our purpose is simple: to make a positive difference by supporting people to live their best lives.

About the role

This is a full-time opportunity based in Mackay. As Client Engagement Officer, you will coordinate the intake and onboarding of new Alliance Community clients, helping ensure a smooth transition into service delivery and compliance with organisational and external funding requirements.

You will also support clients throughout their journey with Alliance Community by reviewing individual requirements, strengthening stakeholder relationships and helping ensure services remain compatible, compliant and aligned with best-practice processes.

Key responsibilities

• Follow up leads, conduct initial client contact and assessments, and support the conversion of enquiries into active clients.
• Engage the Clinical team and undertake pre-admission risk assessments to confirm that client needs can be safely and appropriately supported.
• Prepare quotes and schedules of support aligned with the client’s funding stream.
• Collaborate with clinical teams to support the development and implementation of Individual Support Plans aligned with participants’ NDIS plans, preferences, goals and required outcomes.
• Monitor client funding streams, balances and expiry dates, and respond to changes in supports to assist with appropriate fund utilisation.
• Build strong relationships with clients, families, carers, Support Coordinators, service providers and other stakeholders.
• Review client needs and Individual Support Plans, identifying required changes and opportunities to improve service delivery.
• Coordinate communication between recruitment and service delivery teams to support compatibility between clients and Support Workers.
• Respond professionally to client enquiries, feedback and complaints, and conduct follow-up reviews relating to non-clinical incidents or performance concerns.
• Maintain accurate client notes and ensure Participant Service Agreements, Individual Support Plans, budgets, service bookings and other mandatory documentation meet organisational and statutory requirements.
• Complete scheduled quality assurance checks, client and staff spot checks, and work health and safety inspections at client premises where required.
• Maintain current knowledge of NDIS processes and guidelines, attend relevant industry events and contribute to continuous improvement and quality management activities.

About you

You will bring solid experience in the disability services industry and a practical understanding of the NDIS framework, including pricing, participant budgets, reasonable and necessary supports, and the broader service system.

Experience supporting complex NDIS participants or Supported Independent Living arrangements will be highly regarded.

You will also bring:

• Experience in client intake, onboarding, customer service or relationship management within community or disability services.
• Excellent verbal and written communication skills, with the confidence to influence, negotiate and work with a broad range of stakeholders.
• Strong interpersonal skills and the ability to build trusted relationships with clients, families, carers, providers and community contacts.
• A genuine commitment to person-centred service and advocating for positive client outcomes.
• Strong organisation, time management, attention to detail and problem-solving skills.
• The ability to work independently and collaboratively as part of a broader service delivery team.
• A professional, patient and service-focused approach, with initiative and a positive attitude.
• Confidence using Microsoft Office, CRM or client management systems, and the ability to learn bespoke systems.
• The ability to maintain confidentiality and uphold NDIS, Aged Care and Alliance Community codes of conduct.
• A relevant tertiary qualification would be viewed favourably but is not essential.

Essential requirements

• Experience in the community services or disability industry.

• Valid Australian driver licence.

• Working with Children Check or Working with Vulnerable People card, depending on state requirements.

• NDIS Worker Screening Check.

• Nationally Coordinated Criminal History Check - We Conduct

Why join us?

This is an opportunity to join an organisation with a proven history of developing its people and promoting from within.

• Meaningful work: Help clients access quality supports and contribute to services that make a genuine difference in the community.
• Additional leave: 22 days annual leave, including an additional day for your birthday and an additional day between Christmas and New Year.
• Market-leading parental leave: 26 weeks at full pay, subject to policy eligibility.
• Health and wellbeing benefits: Access to Fitness Passport, Employee Assistance Programs and health-related benefits.
• Financial benefits: Access to salary packaging and other corporate benefits.
• Career development: Build your experience and explore progression opportunities within Alliance Community and the broader Alliance Australia organisation.

Our values

Our values guide how we work with our clients, Support Workers, colleagues and communities. We are inclusive, collaborative, caring and courageous, and we are committed to acting honestly, supporting one another and making a positive impact.

If you are an experienced disability services professional who builds trusted relationships and can guide clients confidently through intake, onboarding and ongoing service delivery, we would love to hear from you.

Apply today and help Alliance Community support people to live their best lives.

Agency notice: Our Talent Acquisition team and Hiring Managers kindly request no unsolicited resumes from recruitment agencies. Business NSW is not responsible for fees associated with unsolicited resumes.