Intake Support Officer

Coast and Country Community Services (CCCS) is looking for a welcoming and organised professional to support the first stage of the client and volunteer journey.

In this role, you will be the first point of contact for incoming enquiries, helping people understand available services, gathering key information, and connecting clients, families, referrers and volunteers with the appropriate internal team.

This opportunity is ideal for someone who remains calm under pressure, communicates confidently with people from diverse backgrounds, and is committed to delivering a respectful, person-centred experience.

About the Role

The Intake Officer will play an important role in supporting the Customer Journey Team by helping ensure enquiries are responded to in a timely, professional and helpful way.

The role may include:

• Responding to phone, email and online enquiries from clients, families, referrers, community members and volunteers.

• Gathering initial information to understand the person’s needs, circumstances and service requirements.

• Supporting intake processes for services across CCCS, including transport, NDIS, Support at Home and volunteer-related enquiries.

• Providing clear information about CCCS services, eligibility requirements and next steps.

• Maintaining accurate records, notes and data entry in relevant systems.

• Following up information, documentation or consent requirements where needed.

• Referring enquiries to the appropriate internal team member or service area.

• Supporting volunteer-related enquiries, role information and initial screening processes.

• Helping identify gaps, trends or recurring questions in the intake process.

• Supporting a positive, respectful and consistent experience for people engaging with CCCS.

What We’re Looking For

We are looking for someone who:

• Communicates with empathy, patience and professionalism.

• Can manage sensitive conversations with care and discretion.

• Is organised, responsive and able to follow processes accurately.

• Has strong attention to detail and can maintain accurate records.

• Works well with clients, families, referrers, volunteers and internal teams.

• Understands the importance of privacy, confidentiality and dignity.

• Can manage competing priorities in a calm and practical way.

• Is comfortable learning new systems, processes and service information.

• Demonstrates a strong commitment to CCCS values and quality service delivery.

Essential Requirements

• Strong customer service, administration or community services experience.

• Excellent verbal and written communication skills.

• Ability to handle confidential and sensitive information appropriately.

• Strong computer literacy and accurate data entry skills.

• Ability to work independently and collaboratively.

• Willingness to complete required checks, training and compliance requirements relevant to the role.

• Understanding of, or willingness to learn, intake processes across aged care, disability, transport and community services.

Desirable Experience

• Previous experience in intake, client services, administration, rostering, scheduling, volunteer coordination or community services.

• Understanding of NDIS, Support at Home, community transport or aged care service environments.

• Experience working with vulnerable people, families, carers or community members.

• Experience using client management systems or databases.

Why Join CCCS?

• Meaningful work that supports people across the local community.

• Supportive and values-driven team environment.

• Opportunity to contribute to a developing role and improve the client journey.

• Ongoing training and professional development.

• Competitive employment conditions and salary packaging benefits, where eligible.

Our Values

All CCCS team members are expected to uphold the organisation’s values, including:

• Respect and dignity for all people.

• Professionalism and integrity.

• Safety, accountability and quality service.

• Community connection and teamwork.