Key Objectives

1. Improve New Entrant Retention

• Reduce sickness, attrition and avoidable exits during the early stages of employment.
• Identify individuals at risk and intervene early through structured support.
• Conduct save interviews to understand barriers to success and implement appropriate interventions.
• Ensure concerns raised through wellbeing checks, MI or manager feedback are acted upon quickly.

2. Support Progression Through the Learning Curve

• Monitor progress against learning curve expectations.
• Identify barriers to progression and coordinate support where required.
• Provide targeted interventions at key transition points, particularly movement from two to three cases.
• Ensure new entrants remain on track towards competency, approval and probation completion.

3. Provide Consistent Touchpoints and Wellbeing Support

• Deliver a structured programme of engagement throughout the new entrant journey.
• Facilitate regular touchpoints with managers, operational leaders and clinical support teams.
• Coordinate wellbeing checks and ensure timely follow-up of concerns.
• Create a supportive environment that promotes confidence, resilience and engagement.

4. Strengthen Manager Accountability

• Support managers in delivering a consistent onboarding and probation experience.
• Ensure required touchpoints, meetings and documentation are completed.
• Provide guidance on effective support conversations and early intervention.
• Promote clear ownership and accountability for new entrant success.

5. Coordinate Tailored Support Plans

• Develop and implement support plans for individuals requiring additional assistance.
• Support colleagues through operational, clinical or personal challenges impacting performance.
• Coordinate interventions across managers, clinical leaders and HR.
• Ensure continuity of support as individuals transition from the Hub into BAU.

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.

Key Responsibilities

New Entrant Journey Ownership

• Act as a dedicated support lead throughout the new entrant journey.
• Support induction, onboarding and probation activities.
• Maintain visibility of all new entrants and their progression status.
• Ensure touchpoints and support activities are delivered consistently.
• Contribute to the development and maintenance of process guides, journey maps and support documentation.

Retention and Risk Management

• Conduct save interviews and retention conversations.
• Identify and manage individuals at risk of resignation, sickness absence or disengagement.
• Track and monitor retention trends.
• Escalate concerns and coordinate timely interventions.
• Work proactively to reduce avoidable attrition.

MI, Reporting and Progression Tracking

• Review and analyse new entrant MI on a regular basis.
• Monitor learning curve progression and approval readiness.
• Identify trends, risks and opportunities for improvement.
• Maintain accurate records of support activities and interventions.
• Provide updates and recommendations to operational leaders.

Wellbeing and Engagement

• Coordinate structured wellbeing check-ins throughout the new entrant journey.
• Follow up concerns raised through surveys, conversations or management referrals.
• Promote a culture of support, inclusion and personal accountability.
• Signpost individuals to appropriate resources and support services.

Clinical and Operational Support Coordination

• Work closely with CSLs, CPMs and operational leaders to ensure support is aligned.
• Coordinate access to learning resources, hot topics, coaching and clinical support.
• Support individuals who are falling behind the learning curve.
• Facilitate additional support sessions where required.

Recruitment and Onboarding Support

• Support recruitment improvements by providing insight into new entrant experiences.
• Assist with the development of realistic role previews and onboarding materials.
• Contribute to recruitment workshops and interviewer calibration activities.
• Support initiatives designed to improve candidate understanding and retention.

Probation and Approval Support

• Monitor probation progress and approval readiness.
• Support managers in delivering probation reviews and documenting outcomes.
• Ensure clear plans are in place for individuals who require extended support.
• Facilitate successful transition from probation and approval into BAU operations.