SACARE is a leading provider of person-centred disability and community services, committed to supporting people to live independently and with dignity. As we continue to grow, we are seeking an experienced and values-driven Intake Team Leader to lead and strengthen our intake and onboarding processes across the organisation. About the Role The Intake Team Leader is responsible for overseeing and coordinating the client intake and referral process and acts as a key first point of contact for new enquiries. This role plays a critical part in ensuring a consistent, responsive and high-quality onboarding experience for clients. You will lead, mentor and support intake teams, work closely with operational and corporate stakeholders, and help build a strong intake community of practice focused on service excellence. Key Responsibilities Intake & Onboarding Monitor and respond to all new client enquiries within a 24-hour business timeframe Review referrals to ensure alignment with SACARE onboarding criteria Allocate enquiries to appropriate clinicians to assess care needs Conduct intake home or site visits where required Maintain accurate and up-to-date client enquiry registers Ensure all onboarding documentation and financial criteria are completed prior to transition Implement and follow agreed onboarding policies and processes Coordinate 4, 8 and 12week client satisfaction reviews to ensure expectations are being met Leadership & Collaboration Lead, mentor and support intake team members across the organisation Facilitate Intake Community of Practice sessions to promote best practice and consistency Provide guidance and feedback on complex or escalated referrals Work collaboratively with Managers, Scheduling and Community teams to support timely service commencement Quality, Systems & Reporting Support consistent and effective use of HubSpot to meet KPIs Oversee fortnightly, monthly and ad-hoc reporting, ensuring accuracy and timeliness Contribute to the development of standardised intake and onboarding processes Please note: This role does not have direct line management responsibility for interstate intake teams, who remain accountable to their State Managers. What We’re Looking For Demonstrated experience in the disability sector Strong leadership, coaching and stakeholder engagement skills Highly organised with strong attention to detail Confident communicator with a client-focused mindset Able to work collaboratively across multidisciplinary teams Comfortable balancing operational delivery with continuous improvement Mandatory Requirements Current Driver’s Licence NDIS Workers Check Working With Children Check Ability to undertake some intra/interstate travel Flexibility to work occasional out-of-hours as required Why Join SACARE? Play a key role in shaping client experience across the organisation Supportive, values-driven workplace culture Birthday Leave! Dog Friendly Office Onsite gym Ready to take the lead in delivering exceptional client onboarding? Apply now and join a team committed to quality, care and continuous improvement.
