Participant Liaison Officer

Help participants achieve their goals from day one At IDSS, our Participant Liaison Officers are at the centre of everything we do. They support participants from their first enquiry through to ongoing service delivery. They build relationships, coordinate supports, solve problems, manage documentation, communicate with stakeholders, help lifestyle mentors succeed, ensure participants receive quality supports that align with their goals. Unlike many organisations where participant services are split across multiple teams, our Participant Liaison Officers oversee the participant journey from start to finish. This creates stronger relationships, better outcomes, greater continuity for participants, families. This is a hands on role that combines participant engagement, service coordination, administration, compliance, stakeholder management, problem solving. If you enjoy helping people, building relationships, staying organised, finding solutions, we’d love to hear from you. About the Role As a Participant Liaison Officer, you’ll be responsible for supporting participants throughout their journey with IDSS. You’ll act as the primary point of contact for participants, families, lifestyle mentors, support coordinators, external stakeholders. You’ll help coordinate supports, manage service delivery, maintain documentation, ensure participants receive high quality services that support their goals. This role is ideal for someone who enjoys working with people, solving problems, staying organised, balancing administration with relationship building. What You’ll Be Doing • Supporting new participants through onboarding, commencement of services • Building positive relationships with participants, families, support coordinators, lifestyle mentors, external stakeholders • Preparing service agreements, support plans, risk assessments, reports, participant documentation • Coordinating individual supports, group supports, participant schedules • Working closely with lifestyle mentors to ensure supports are delivered successfully • Managing participant records across multiple systems • Responding to service delivery issues, finding practical solutions • Reviewing incidents, participant feedback, support outcomes • Monitoring participant goals, identifying opportunities for growth • Communicating with schools, Child Safety, allied health providers, government agencies, other stakeholders where required • Managing emails, phone calls, calendars, participant requests • Supporting compliance requirements, quality processes, organisational standards What Makes This Role Different? Many organisations divide participant services across separate departments. At IDSS, Participant Liaison Officers oversee the participant journey from referral through to ongoing supports. You’ll develop a genuine understanding of the people you support. You’ll build strong relationships with participants, families, lifestyle mentors, stakeholders. You’ll help remove barriers, coordinate services, identify opportunities, create positive outcomes. You’ll see the impact of your work every day. About You You may come from disability services, community services, administration, customer service, healthcare, education, youth work, rostering, service coordination, another people focused role. Most importantly, you’ll be someone who: • Enjoys helping people • Communicates confidently, professionally • Builds positive relationships quickly • Is highly organised • Has strong attention to detail • Is comfortable using computers throughout the day • Learns new systems quickly • Can manage competing priorities • Enjoys problem solving • Takes ownership of tasks through to completion • Works well within a collaborative team Experience That Would Be Highly Regarded • Disability services experience • Community services experience • Child Safety experience • Case management experience • Service coordination experience • Rostering or scheduling experience • Administration experience • Customer service experience • Experience working with vulnerable people Training, support, development will be provided to the right candidate. Essential Requirements • Current Driver Licence • Current Blue Card, or ability to obtain • Current NDIS Worker Screening Clearance, or ability to obtain • Right to work in Australia Why Join IDSS? • Meaningful work that genuinely impacts people’s lives • Supportive, down to earth team culture • Opportunities for professional development • Diverse work with plenty of variety • A role where you can build strong relationships, see participant progress, make a real difference • The opportunity to be part of a growing organisation focused on innovation, quality supports, participant outcomes About IDSS IDSS is a disability support provider with Community Hubs in Bundaberg, Childers, the Sunshine Coast. This position is based in Bundaberg and will primarily support participants, families, lifestyle mentors within the Bundaberg region. We provide a range of supports including community access, group programs, respite, supported independent living, helping participants build independence, develop skills, strengthen community connections, achieve goals that matter to them. As a Participant Liaison Officer, you’ll play a key role in supporting local participants, families, lifestyle mentors throughout their journey with IDSS. Your work will directly contribute to helping people access the right supports, overcome barriers, achieve meaningful outcomes. If you’re looking for a role that combines administration, coordination, relationship building, problem solving with work that genuinely makes a difference, we’d love to hear from you.