NDIS - Plan Manager Support Officer (Dayshift WFH)

Job Description This is a remote position. PERMANENT REMOTE WFH NDIS Plan Manager Support Officer-Independent Part time (Start at 30hours) VA Rate : $7-8AUD per hour We are a plan management provider registered with the National Disability Insurance Scheme (NDIS) and regarded as a leader in the NDIS community in Australia. We are proud of our reputation for providing personalised and compassionate plan management services to people living with a disability across Australia. ”We listen, we care” is at the heart of everything we do. We call this our wrap around support, where we encourage each other and genuinely assist in creating a better everyday life for our NDIS plan managed participants. We use our knowledge and experience to work with our clients and their support networks to simplify the NDIS. “A Great Place to Work” - We have a supportive staff culture where a warm and caring approach to clients and colleagues are equally valued. This is achieved in an environment of unparalleled teamwork underpinned by an openness and willingness to learn and improve and to support each other and our clients to be the very best we can be. We foster a work environment of inclusion and diversity, where our staff feel safe, respected and are part of our success, embracing our differences to achieve our common goals. We would like you to participate and contribute to making our workplace “a great place to work.” Position Summary The Plan Manager Support Officer position is important in assisting the NDIS Management Team to engage with our NDIS clients (people living with a disability), processing invoices and other support and administration tasks. This job requires a person with a warm and caring approach, engaging with clients living with a disability (participants) so they feel supported and listened to demonstrating empathy and compassion. The position requires a person with good listening, written and verbal communication skills with an eye for detail. You will need excellent administration and technical skills with the ability to handle multiple tasks with competing deadlines and a genuine interest and capability working with business management systems. Core to the role is having a capability to engage with people with disabilities and provide support, responding to NDIS participant’s and provider enquiries in a timely and considerate way. Previous experience in administration, accounting, customer service, managing financial records, providing support, relationship building, and developing efficient workflows considered an advantage. Key Responsibilities 1. NDIS Plan Management Support and Administration Process and reconcile invoices with a high level of accuracy ensuring compliance with the clients’ NDIS funding agreements, company policies and procedures and NDIS guidelines and legislation. Assist the plan management team to engage with NDIS participants (people living with a disability), responding to their inquiries, helping them understand their NDIS funding and following up with timely and accurate information (phone and email). Timely response to relevant NDIS provider inquires and accurately resolve invoicing and provider issues. Update NDIS participants profiles and notes in the company’s CRM database (Careview) Provide advice to participants and families on different funding categories and funding periods to ensure their NDIS plan is managed efficiently aligned to NDIS regulations and legislation. Maintain up-to-date knowledge of company processes, policies and services and NDIS legislation and guidelines to assist stakeholders effectively. Assist with all general administration, data entry and reporting tasks as requested by your managers and the plan management team. 2.Compliance and Reporting Maintain accurate participant records and their funding records in the CRM system, ensuring compliance with NDIS policies and operational standards. Conduct regular audits of participant records to ensure all documentation is updated and meets regulatory requirements. Assist in preparing progress reports on participant outcomes. Required Skills and Expertise Knowledge of the NDIS regulations and guidelines, including funding categories, funding periods, service agreements, and compliance requirements an advantage Strong technical proficiency in CRM systems and financial management tools for tracking participant plans and budgets Problem-solving skills to address participant and service-related challenges effectively. Strong communication and people skills to build relationships with participants, families, and stakeholders. Key Personal Attributes Communication and interpersonal skills: Passion for nurturing relationships with the genuine ability to listen, articulate clearly and engage with the team and our NDIS participants and their support networks Excellent time management and multi-tasking skills: Natural attention to detail, like getting things right the first time and the ability to prioritise and manage multiple tasks while remaining calm, friendly and focused Self-motivated and team player with the ability to support your manager and the team and also work independently, taking the initiative and being accountable for delivering timely outcomes Flexibility: Possess a positive approach with a willingness to learn and a passion for taking on new challenges in a changing work environment Ability to work with a diverse range of customers and stakeholders, including people living with a disability, cultural diversity and languages other than English. Qualifications and Experience Completion of secondary education plus: o A degree or diploma with some relevant work experience; or o a lesser qualification with relevant experience. Previous experience in administration, customer service, bookkeeping or accounting involving reporting, data entry and data management systems will be considered an advantage. Fluent and articulate in English. Fluent in a second language an advantage. Experience using Microsoft 365 Office Suite including Outlook, Microsoft Teams, Excel, PowerPoint and customer and business management systems and platforms Key Achievements Expected Timely and accurate follow up of all allocated tasks and responsibilities Meet allocated KPI expectations Positive feedback from participants and the plan management team on service delivery and assistance provided. Full compliance with NDIS legislation, guidelines, operational and reporting standards.