NDIS Administration Officer - Brisbane / Canberra

• Full-time role providing continuity across participant administration
• $35 to $38 per hour plus superannuation, depending on experience
• Join a warm, neuro-affirming and values-led NDIS company

About Billy Cart Behaviour

Billy Cart Behaviour is an NDIS-registered provider delivering Positive Behaviour Support and psychology services across Australia. We support children, adolescents and adults, including people with complex support needs. Our work is person-centred, neuroaffirming, trauma-informed and grounded in human rights. We want the people we support to have greater choice, autonomy, emotional and physical safety, participation and quality of life.

Our administration team is central to making this happen. They are often the first people participants, families and providers speak with. They help make sure services are organised, information reaches the right person and important work does not disappear between different people or systems. We are looking for a full-time Administration Officer who can provide reliable Monday-to-Friday coverage and continuity across our day-to-day administration.

About the Role

This is a hands-on role supporting reception, enquiries, referrals, service agreements, participant onboarding and routine client administration.

You will independently manage established processes, respond to routine enquiries and follow your work through to completion. You will also need to recognise when a matter requires clinical, financial, compliance or management input and pass it to the right person.

This is not a clinical decision-making position. You will not be expected to assess referral risk, determine clinical suitability, independently allocate practitioners or provide clinical advice. You will work within an established administration team and receive day-to-day guidance from the Administration Team Leader, with support available from Operations and other relevant BCB leads.

What You Will Do

Your responsibilities will include:

• Answering incoming calls and responding to routine enquiries.
• Monitoring and actioning the shared administration inbox.
• Providing clear and respectful information about BCB’s services and processes.
• Completing referral intake administration.
• Collecting required participant, stakeholder and NDIS information.
• Preparing service agreements using approved templates and processes.
• Supporting participant onboarding.
• Following up missing forms, consent documents and routine information.
• Creating and maintaining accurate participant and stakeholder records.
• Updating participant information and service status in Splose.
• Supporting appointment and meeting coordination.
• Preparing standard correspondence and business documents.
• Maintaining allocated registers, trackers and workflows.
• Identifying incomplete, inconsistent or outdated information.
• Resolving routine administration problems using established procedures.
• Redirecting enquiries and tasks that sit outside administration.
• Escalating unusual, sensitive, disputed or higher-risk matters.
• Contributing practical feedback about templates, systems and processes.
• Assisting with general administration projects when required.
• Providing coverage for routine administration functions during periods of leave.

What You Will Bring

You will need:

• Previous experience in administration, reception, intake or client services.
• Strong written and verbal communication.
• The ability to communicate warmly, clearly and professionally by phone and in writing.
• Strong organisation and follow-through.
• The ability to manage competing priorities without losing important details.
• Experience maintaining accurate and confidential records.
• Sound judgement about when to action, redirect or escalate a matter.
• Confidence working independently within established processes.
• Comfort asking questions when responsibility or expectations are unclear.
• The ability to work collaboratively without feeling responsible for carrying every issue yourself.
• Sound computer skills, including Microsoft 365.
• Confidence learning new systems and software.
• Openness to feedback and willingness to adjust your approach.
• Availability to work consistent full-time hours across Monday to Friday.
• Respect for different communication, processing and working styles.

We value people who can take initiative while understanding the boundaries of their role. We also appreciate people who recognise that clear, practical processes are usually more helpful than unnecessary complexity.

Experience That Will Be Helpful

The following experience is welcomed but not essential:

• Experience within the NDIS, disability, allied health, mental health or community-services sector.
• Experience with practice-management or client-record systems.
• Knowledge of NDIS referrals, service agreements and participant onboarding.
• Experience using Splose.
• Experience working within a remote or geographically distributed team.
• Understanding of privacy, consent and information-sharing requirements.

You do not need to be a clinician or already understand the finer details of behaviour support. We will provide training about BCB’s services, systems, NDIS administration and role boundaries.

Level of Responsibility

This position is aligned with Level 2 of the Clerks – Private Sector Award 2020 and paid at an above-award rate. At this level, you will be expected to:

• Take responsibility for the accuracy and completion of your own work.
• Independently manage routine tasks within established guidelines.
• Use limited judgement when selecting the appropriate procedure or response.
• Recognise when a situation sits outside your knowledge or authority.
• Seek guidance for unusual, sensitive or higher-risk matters.
• Assist less experienced colleagues with familiar routine tasks when needed.
• Contribute practical suggestions for improving processes.

You will not have formal responsibility for supervising staff, allocating work across the team or making clinical, financial, HR or broader organisational decisions.

What BCB Offers

• Permanent full-time employment across Monday to Friday.
• Above-award remuneration of $35 to $38 per hour plus superannuation.
• Clear role expectations, responsibilities and escalation pathways.
• Day-to-day guidance from an Administration Team Leader.
• Access to Operations when decisions sit outside administration.
• A structured administration classification and progression framework.
• Training in BCB systems, services and NDIS administration.
• Protected opportunities for team learning, process review and practical skill development.
• Opportunities to contribute ideas and improve systems as BCB grows.
• A neuroaffirming and inclusive workplace that respects different communication, processing and working styles.
• Direct communication, practical problem-solving and shared accountability.
• A staff recognition program where team members give each other tacos for great work, creativity, collaboration and problem-solving. Tacos can be exchanged for rewards and perks.
• An UpDoc membership providing free online GP consultations and referrals for you and up to three family members.
• Access for eligible employees to a limited number of psychology sessions for support relating to workplace stress or particularly challenging periods.
• Reasonable workplace adjustments and more than one way to demonstrate capability.
• A workplace where dogs, cats, fidget tools, sensory supports and unusual lunchtime conversations may all make an appearance.
• Connection with a broader national team.

We take participant rights, privacy, safeguarding and professional responsibility seriously. We simply do not believe serious work requires a joyless or unnecessarily corporate workplace.

Mandatory Requirements

The successful applicant must hold or be willing to obtain and maintain:

• Eligibility to work in Australia.
• An NDIS Worker Screening Clearance.
• A National Police Check.
• A Working with Children Check or equivalent, where required for their location and duties.
• Completion of the NDIS Worker Orientation Module.

Additional screening requirements may apply depending on the employee’s location and responsibilities.

Inclusion and Workplace Adjustments

BCB actively welcomes applications from neurodivergent people, First Nations people, people with disability and people with lived experience.

We understand that capable people may communicate, process information, organise work or participate in recruitment differently. We aim to provide clear expectations, practical role boundaries, reasonable adjustments and more than one way to demonstrate capability.

Please let us know if you require an adjustment to participate in the application or interview process. You will not be asked to disclose personal or medical information beyond what is needed to arrange the support you request.

Ready to Roll With the Cart?

This role may suit you if you enjoy bringing order to busy systems, communicate warmly and clearly, and know the difference between taking initiative and trying to carry everything yourself.

It may also suit you if you want to work somewhere that recognises administration as skilled work, provides clearer expectations and invites you to help improve how things operate as the organisation grows.

We are warm, direct, a little quirky and serious about doing good work. If that sounds like a team you could see yourself in, we would love to hear from you.

To submit your application, please click ‘Apply Now’ by the closing date.