Job description
Position Purpose
To support the effective coordination and administration of service vacancies across Melba by managing day‑to‑day vacancy, enquiry and intake activities under the direction of the SDA/SIL Vacancy Management Lead. The role focuses on accurate vacancy tracking, timely progression of enquiries and referrals, and coordination of onboarding activities to support efficient utilisation of services and a positive experience for individuals, families and stakeholders.
The SIL Vacancy & Intake Officer operates within established processes, escalating complex, high‑risk or decision based matters to the SDA/SIL Vacancy Management Lead.
Key Accountabilities
Vacancy Coordination:
- Maintain accurate and up‑to‑date records of service vacancies and capacity across programs
- Coordinate and process enquiries, referrals and expressions of interest for service vacancies
- Support the matching process by gathering, documenting and checking information relating to individual needs and service capability
- Monitor vacancy progress and proactively follow up actions to support timely movement through the intake pipeline
- Identify and escalate vacancy barriers, risks or delays to the SDA/SIL Vacancy Management Lead
Intake & Onboarding Support:
- Act as an operational contact point for service enquiries and referrals, ensuring timely and respectful responses
- Support end‑to‑end intake and onboarding activities by coordinating documentation, communications and system updates
- Ensure intake information is complete, accurate and prepared to support allocation decisions made by the SDA/SIL Vacancy Management Lead
- Coordinate onboarding actions with internal teams to support smooth service commencement
- Escalate complex intake issues, risks or suitability concerns in line with escalation protocols
Stakeholder Coordination:
- Liaise with internal teams including Operations, Support Coordination and other service stakeholders to progress vacancy and intake matters
- Coordinate information flow between stakeholders to support timely onboarding and service access
- Prepare updates, summaries and supporting information for review by the SDA/SIL Vacancy Management Lead
- Escalate sensitive, complex or high‑risk matters requiring leadership intervention
Data & Reporting:
- Maintain accurate records of service vacancy status, enquiries, referrals, placements and pipeline activity
- Support routine reporting on vacancy levels, intake progress and service utilisation
- Ensure data integrity and timely updates across systems and tracking tools
- Identify data gaps, inconsistencies or system issues and escalate for resolution
Process & Continuous Improvement:
- Apply agreed vacancy and intake processes consistently in day‑to‑day operations
- Identify process issues, delays or inefficiencies and provide feedback to the SDA/SIL Vacancy Management Lead
- Support implementation of updated processes, tools and templates as directed
- Contribute operational insights to support continuous improvement initiatives
Front-of-House Support:
- Support front‑of‑house and entry‑point teams to capture accurate and consistent enquiry information
- Assist with triage and prioritisation of enquiries under established guidelines
- Provide timely follow‑up communications with individuals, families and stakeholders as directed
- Represent Melba professionally in all vacancy related interactions
Key Selection Criteria
- Experience in disability services, accommodation, administration or coordination roles
- Strong organisational and time management skills
- Ability to manage multiple tasks and competing priorities
- Strong communication and stakeholder engagement skills
- Ability to work collaboratively and escalate issues appropriately
- Understanding of NDIS, participant needs and SIL environments (desirable)
Requirements
- A current NDIS Worker Screening Check and Working with Children Check (or willingness to obtain)
- Strong computer skills and ability to maintain accurate documentation
- Ability to manage sensitive information with professionalism
- Commitment to OHS&W policies, procedures and mandatory training requirements
Occupation Health Safety and Wellbeing (OHS&W)
- Take reasonable care for their health, safety, and wellbeing and that of others
- Follow OHS&W policies and procedures
- Report hazards, near misses and incidents
- Contribute to a positive safety culture
