About the role:

As our Lead Support Planner, you will drive the intake, planning and coordination of services across the Therapy and Family Services team. 

This is a career-building opportunity for someone who thrives on problem-solving, complex funding navigation, and streamlining processes to improve the client journey. 

You will be the central point of contact for families, Support Coordinators, Plan Managers and internal teams, making sure that service agreements, funding, bookings and documentation are accurate, compliant and aligned with program requirements. 

If you love improving workflows, guiding others, and working in a fast-paced environment where no two days look the same, this role is for you. 

Main responsibilities of the role include: 

• Lead the end-to-end intake and onboarding process across NDIS and government-funded programs. 
   

• Develop, interpret and maintain service agreements, bookings and documentation ensuring accuracy and compliance. 
   

• Resolve complex funding situations, discrepancies, billing questions and allowable charge queries. 
   

• Strengthen service flow by improving intake processes, workflows, documentation and system practices. 
   

• Support families, Support Coordinators and Plan Managers with clear, confident communication. 
   

• Monitor funding utilisation and identify risks, adjusting service plans in partnership with clinicians. 
   

• Contribute to CMS implementation, data quality checks, workflow testing and system improvements. 
   

• Provide monthly data, reporting and compliance documentation across all funded programs. 

About you:

In your application, let us know if you have these key skills and experience: 

• Ability to problem-solve complex intake and funding situations with confidence and accuracy. 

• Strong intake and service planning capability across NDIS or similar funded programs. 

• Clear, confident communication and collaboration with internal teams, families and external partners. 

• A continuous improvement mindset and comfort working in a fast-paced environment 

You’ll also need strong knowledge in: 

• NDIS funding guidelines, service agreements and pricing. 

• Intake, onboarding and waitlist processes within community or allied health settings. 

• Compliance and documentation requirements for government-funded programs. 

You should also let us know if you have these other great skills:  

• Auslan skills or willingness to learn. 

• Experience working with Deaf or hard of hearing children and families. 

About Us:

Deaf Connect is the largest whole-of-life service provider and social impact organisation for Deaf, deafblind and hard of hearing Australians. We stand with the Deaf community to build capacity and influence social change while paying respect to history, culture and language. 

Our organisational values “Heart, Courage, and Discovery”, guide everything we do. 
  
We offer an attractive benefits program including:  

• Salary packaging, enabling you to make huge savings on tax and maximise your pay  
• Flexibility regarding working arrangements 
• Discount membership to gyms and facilities throughout Australia  
• Free annual flu vaccinations  
• Free comprehensive online learning portal 
• Free financial wellness support through our default super fund