Plan Support Officer

Plan Support Officer | SCHADS Level 4

Part Time | Midland Head Office

At Crosslinks, we believe everyone should have a reason to smile, and YOU will be doing this by supporting better participant outcomes through accurate NDIS plan, funding and service management.

Crosslinks is seeking a highly organised and detail-focused Plan Support Officer to join our NDIS Supports team. This is an important role that sits at the intersection of participant support, NDIS plan and funding management, systems and data integrity, and operational coordination. You will help ensure participants have the right information, agreements and funding arrangements are in place to access the services and supports they need throughout their journey with Crosslinks.

About the Role:

This Part Time role will be working from our Midland Head Office Monday to Thursday and will be reporting to the Manager – NDIS Supports. As a Plan Support Officer, you will work closely with participants, families, Support Coordinators, NDIS Plan Managers and internal teams to ensure participant plans, funding arrangements, service agreements and associated information are accurately established, maintained and effectively utilised.

You will support participants and their families to understand how their available NDIS funding can be used to access appropriate Crosslinks services, while monitoring utilisation and identifying potential funding or service risks.

A key part of the role is maintaining high-quality participant information across organisational systems, including Flowlogic, and supporting accurate service delivery, billing and claiming. You will work collaboratively with our Operations, Scheduling,  and Finance Teams to resolve issues, improve processes and ensure reliable plan and funding information.

Key Responsibilities:

Participant Administration and Compliance

• Act as a key point of contact for participant plans, funding and service arrangements.
• Communicate effectively with participants, families, Support Coordinators, NDIS Planners and other stakeholders.
• Coordinate changes to participant plans, supports and service arrangements.
• Maintain accurate participant documentation, records and service agreements.
• Prepare and calculate quotes for participant supports where required.
• Support NDIS compliance, audit readiness and internal quality requirements.

Participant Plan and Funding Management

• Review NDIS plans and funding arrangements to ensure agreed supports align with available funding.
• Maintain a strong understanding of Crosslinks services and support offerings.
• Assist participants and families to understand how their available funding may be used to access appropriate Crosslinks services.
• Monitor participant plan and service utilisation and identify under-utilisation, over-utilisation, funding risks and approaching plan or agreement end dates.
• Work proactively with Area Managers to support appropriate follow-up and service planning.

Data, Systems and Process Management

• Accurately establish and maintain participant and operational records, including relevant care and support plans, NDIS plan, funding, service agreement and billable information within Flowlogic and other organisational systems.
• Provide guidance to Scheduling regarding funding lines, billable supports and plan or service agreement information.
• Maintain high standards of data integrity and accuracy to minimise downstream billing and claiming errors.
• Support participants and families to establish and navigate the Crosslinks Participant Portal.

Financial and Operational Support

• Work closely with Finance to investigate and resolve billing and claiming exceptions arising from participant plan, agreement or funding setup.
• Identify and address the operational causes of recurring billing and claiming errors.
• Provide timely and accurate information to support effective service delivery, as well as knowledge sharing with operational teams.
• Provide Plan Support knowledge and coverage across the NDIS Supports team.

About You

We are looking for someone who combines strong NDIS knowledge with exceptional attention to detail, systems capability and a genuine commitment to supporting participants.

You will ideally bring:

• Experience working in the NDIS, disability, community services or a related environment.
• Understanding and interpreting of NDIS plans, funding arrangements, service agreements and support categories.
• Experience working with participant management, CRM or case management systems; experience with Flowlogic will be highly regarded.
• Strong data entry, administration, organisational, problem-solving and information management skills.
• Excellent attention to detail and a strong commitment to data accuracy.
• Ability to work collaboratively with internal and external stakeholders.
• A participant-centred approach and commitment to providing responsive, respectful service.
• Ability to identify process improvements and contribute to more efficient ways of working.

Why Join Crosslinks:

At Crosslinks, you will join a collaborative team where your expertise will be valued and where there is an opportunity to contribute not only to day-to-day participant support but also where your work will have a direct impact on the participant experience. By ensuring plans, funding, agreements and systems are accurate and well managed, you will help participants access the right supports and services to pursue their goals.

Additional benefits:

• SCHADS Award Level 4 salary
• Salary Packaging benefits
• Part Time role to support more work life balance
• Employee Assistance Program
• Healthcare Corporate discount with MediBank
• A supportive, collaborative and values-driven team
• Opportunities for professional development and career progression
• The chance to build meaningful relationships while making a genuine difference in people's lives every day

 Ready to Join Us?

If you are organised, analytical, solutions-focused and passionate about helping participants navigate their NDIS funding and access the right supports, we’d love to hear from you.

Apply now and help us create opportunities, build lasting relationships and change lives, one NDIS plan at a time.

If you have further questions about the role don't hesitate to get in touch with Chris Kowalski – Manager, NDIS Supports on (08) 9374 1600. 

Position description Apply now

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