Company Description
Ingeus is a leading human services provider helping people, business and communities thrive through employment, skills and health & wellbeing services. We are a trusted partner to government and industry delivering services that create positive social impact and transform lives.
Job Description
Key Objectives
1. Improve New Entrant Retention
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Reduce sickness, attrition and avoidable exits during the early stages of employment.
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Identify individuals at risk and intervene early through structured support.
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Conduct save interviews to understand barriers to success and implement appropriate interventions.
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Ensure concerns raised through wellbeing checks, MI or manager feedback are acted upon quickly.
2. Support Progression Through the Learning Curve
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Monitor progress against learning curve expectations.
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Identify barriers to progression and coordinate support where required.
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Provide targeted interventions at key transition points, particularly movement from two to three cases.
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Ensure new entrants remain on track towards competency, approval and probation completion.
3. Provide Consistent Touchpoints and Wellbeing Support
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Deliver a structured programme of engagement throughout the new entrant journey.
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Facilitate regular touchpoints with managers, operational leaders and clinical support teams.
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Coordinate wellbeing checks and ensure timely follow-up of concerns.
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Create a supportive environment that promotes confidence, resilience and engagement.
4. Strengthen Manager Accountability
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Support managers in delivering a consistent onboarding and probation experience.
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Ensure required touchpoints, meetings and documentation are completed.
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Provide guidance on effective support conversations and early intervention.
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Promote clear ownership and accountability for new entrant success.
5. Coordinate Tailored Support Plans
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Develop and implement support plans for individuals requiring additional assistance.
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Support colleagues through operational, clinical or personal challenges impacting performance.
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Coordinate interventions across managers, clinical leaders and HR.
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Ensure continuity of support as individuals transition from the Hub into BAU.
Qualifications
Key Responsibilities
New Entrant Journey Ownership
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Act as a dedicated support lead throughout the new entrant journey.
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Support induction, onboarding and probation activities.
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Maintain visibility of all new entrants and their progression status.
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Ensure touchpoints and support activities are delivered consistently.
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Contribute to the development and maintenance of process guides, journey maps and support documentation.
Retention and Risk Management
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Conduct save interviews and retention conversations.
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Identify and manage individuals at risk of resignation, sickness absence or disengagement.
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Track and monitor retention trends.
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Escalate concerns and coordinate timely interventions.
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Work proactively to reduce avoidable attrition.
MI, Reporting and Progression Tracking
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Review and analyse new entrant MI on a regular basis.
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Monitor learning curve progression and approval readiness.
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Identify trends, risks and opportunities for improvement.
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Maintain accurate records of support activities and interventions.
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Provide updates and recommendations to operational leaders.
Wellbeing and Engagement
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Coordinate structured wellbeing check-ins throughout the new entrant journey.
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Follow up concerns raised through surveys, conversations or management referrals.
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Promote a culture of support, inclusion and personal accountability.
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Signpost individuals to appropriate resources and support services.
Clinical and Operational Support Coordination
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Work closely with CSLs, CPMs and operational leaders to ensure support is aligned.
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Coordinate access to learning resources, hot topics, coaching and clinical support.
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Support individuals who are falling behind the learning curve.
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Facilitate additional support sessions where required.
Recruitment and Onboarding Support
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Support recruitment improvements by providing insight into new entrant experiences.
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Assist with the development of realistic role previews and onboarding materials.
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Contribute to recruitment workshops and interviewer calibration activities.
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Support initiatives designed to improve candidate understanding and retention.
Probation and Approval Support
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Monitor probation progress and approval readiness.
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Support managers in delivering probation reviews and documenting outcomes.
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Ensure clear plans are in place for individuals who require extended support.
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Facilitate successful transition from probation and approval into BAU operations.
