Client Intake Coordinator

About the Role

As Paylos’ Client Intake Coordinator, you will be the first point of contact for people exploring or accessing our services. You’ll guide participants, families, support coordinators, case managers and other stakeholders through the intake process with warmth, compassion and professionalism—helping them feel heard, reassured and informed from their very first interaction with Paylos.

The people contacting us may be experiencing challenging or emotional circumstances. You may hear from a parent urgently seeking support, a Child Protection case manager looking for respite following a placement breakdown, or an anxious parent preparing for their child to participate in the community and develop friendships.

Your ability to listen, communicate clearly and respond promptly will help our clients and stakeholders feel confident that they have come to the right place.

This is a full-time position with one primary office base. You will also be expected to work from our Shady Creek Hub at least one day per week and occasionally more, depending on operational needs.

Key Responsibilities

• Manage the Paylos intake phone line and respond promptly and professionally to enquiries by phone and email
• Provide clear and accurate information about Paylos, our services and the intake process
• Guide new clients and families through referral, intake and onboarding
• Ensure required paperwork, consent forms and supporting documents are completed accurately
• Liaise with families, guardians, support coordinators, case managers and other stakeholders
• Coordinate with internal teams to support a smooth transition from intake to service delivery
• Maintain accurate and confidential client records
• Manage intake-related emails, correspondence and letters
• Follow up outstanding information and ensure intake actions progress promptly
• Complete general administration and office duties
• Handle sensitive information in accordance with privacy and organisational requirements

Skills and Experience

We are looking for someone who has:

• Exceptional organisational and administrative skills
• Excellent written and verbal communication skills
• A warm, compassionate and person-centred approach
• The ability to help people feel welcome and reassured during sensitive or emotional conversations
• Strong attention to detail and the ability to maintain accurate records
• The ability to manage multiple enquiries and priorities
• A prompt, reliable and professional approach
• Confidence communicating with families, professionals and external stakeholders
• The ability to take ownership of tasks and follow them through to completion

Experience in intake, administration, client services, disability support, Child Protection or community services would be highly regarded.

Knowledge of the NDIS and/or Child Protection systems would also be highly regarded.

How to Apply!

We can receive more than 400 applications for roles like this. A personalised cover letter and short video will help us get to know the person behind the application and identify someone who will be a warm, reassuring and professional first point of contact for the families we support.

Please submit:

• Your current résumé
• A cover letter addressed personally to the Paylos team
• A short video explaining what you would bring to the role and how your organisational skills would support our administration team

The video quality isn’t important—we simply want to get a feel for who you are and how you communicate.