About Us
Forward Ability Support is a not-for-profit organisation with 60 years history of providing key services to people with spinal cord injuries or similar related health conditions. We are driven to make a brighter and more positive future for our community by supporting people with spinal cord injuries to live their best life. Ferguson Lodge is our specialised accommodation site located in Lidcombe, providing support for those with spinal cord injury since 1979. We offer community based accommodation with a high level of personal and clinical care for those who have higher level needs.
The Opportunity
We're looking for a proactive and participant-focused individual with previous NDIS experience to join our team as a Participant Support Advisor. In this role, you'll be the primary point of contact for prospective participants, their family and support teams and help lead a participant through a seamless journey from initial enquiry and referral through intake, funding verification, service agreement execution and commencement of services with Forward.
This is a permanent, full-time opportunity 8am-4pm Monday to Friday with Hybrid work options and the expectation that you'll be on-site with us in Newington or Lidcombe two days a week.
Your responsibilities will include:
- Act as a primary point of contact and provide clear communication for prospective participants, their families and support teams.
- Lead the end-to-end intake processes, including collecting participant information, needs and goals.
- Review and interpret funding approvals, plans and service eligibility across multiple funding streams.
- Prepare, issue and manage service agreements and onboarding documentation.
- Identify risks, funding gaps or service limitations and escalate are required.
- Coordinate internal allocation of services with other departments.
- Maintain accurate and up-to-date records.
About You
You will be offered the right support to excel in this role, but we would love to see that you have:
- Relevant qualifications in Health, Disability Support, Community Services, Business Administration or a related field.
- At least 1 year experience working within the NDIS sector, particularly in managing client plans, budgets and service delivery.
- Proven experience with managing end-to-end intake or onboarding processes.
- Track record of delivering excellent customer service to stakeholders.
- Excellent verbal and written communication skills.
- Ability to multi-task with good time management.
- Strong attention to detail.
- Compliance focused mindset.
- Exposure to client management systems, e.g. Splose, ShiftCare, or similar.
- Valid National Police Check and NDISWC, or willingness to obtain one.
Why Join Forward?
At Forward, your work has purpose. We’re a passionate team driven by a shared vision—to create a brighter, more inclusive future for the spinal cord injury community. When you join us, you’ll experience:
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Meaningful Impact: Be part of a for-purpose organisation where your contributions truly make a difference, supported by leaders and teams aligned with a common goal.
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Flexible Work Options: Enjoy hybrid working arrangements with the ability to work from home 2-3 days per week, depending on your role.
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Attractive Salary Packaging: Access generous Not-for-Profit benefits of up to $15,900 in general living expenses and $2,650 for meals and entertainment.
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Great Locations: Work from our Newington office or Ferguson Lodge in Lidcombe—both well-connected by public transport and offering convenient parking.
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Employee Wellbeing Support: Benefit from our Employee Assistance Program, offering professional counselling and wellbeing resources for you and your immediate family.
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Extra Leave Benefits: As a permanent employee, you’ll receive 2 days of paid Forward Leave annually, 4 weeks of paid Parental Leave, and access to Long Service Leave after just 5 years of continuous service.
How to Apply:
Applications should include:
- Your current resume
- A cover letter addressing your suitability for the role and your experience
Please note: Only shortlisted candidates will be contacted.
Forward Ability Support is an EEO Employer and people from culturally and linguistically diverse backgrounds are encouraged to apply. Successful applicants will be required to consent to a pre-employment health assessment, reference checks and a Nationally Coordinated Criminal History Check.
