Company Description

Guardian Living Australia is a national leader in Specialist Disability Accommodation (SDA), delivering high-quality housing solutions that enable people with disability to live with greater choice, independence and quality of life. As both an SDA developer and registered SDA provider, we manage the full lifecycle of SDA, from acquisition, development and construction through to tenancy, property and SDA management. We work collaboratively with participants, support providers, developers and capital partners to create sustainable housing outcomes while driving innovation and excellence across the sector.

Role Description

The Journey Specialist is responsible for driving regional occupancy outcomes through consultative business development and participant relationship management. The role is responsible for managing a regional portfolio of participants, referral partners and SDA opportunities, developing strong relationships identified by both the Journey Specialist and the Partnerships Specialist that generate sustainable demand for Guardian Living homes. The role actively engages local communities, promotes the GLA brand and fosters strong relationships with key regional stakeholders.

Working closely with Housing, Marketing, Development & Construction and Finance, the Journey Specialist manages the participant journey from initial enquiry through to successful move-in while ensuring participant choice, control and quality outcomes remain at the center of every decision.

Key Accountabilities

1. Business Development & Regional Growth

- Own a defined regional territory and develop strategies to achieve occupancy targets.
- Build and maintain referral networks with SIL providers, Support Coordinators, Allied Health professionals and community stakeholders.
- Identify and pursue new business opportunities through networking, cold and warm prospecting, industry events and marketing campaigns.
- Nurture participants identified via the Partnerships Specialist into the relevant regional portfolio.
- Represent Guardian Living as the trusted SDA partner within the region.

2. Participant Journey

- Manage participant enquiries and opportunities through CRM HubSpot




- Qualify potential participants (leads), understand participant goals and recommend suitable housing options.
- Coordinate Expressions of Interest (EOI), inspections, tenant compatibility assessments and Letter of Conditional Offer (LOCO) submissions.
- Conduct thorough and detailed Due Diligence for each prospective tenant (deal) ensuring the participant and support provider is appropriately risk assessed, and all relevant documentation is collated and reviewed to ensure participant is ‘tenant ready’ for introduction and onboarding with the Housing Team
- Support tenancy preparation by educating participants on SDA tenancy requirements, customisations, budgeting and property readiness.
- Support participants and their support networks through onboarding
- Maintain timely, professional communication throughout the participant journey.
- Effectively identify and Escalate relevant matters to the Journey Manager, ensuring timely resolution of issues and alignment with the Journey strategy and participant outcomes.

3. Regional Relationship Management

- Develop long-term strategic relationships with referral partners
- Conduct regular account management meetings
- Provide education on SDA pathways and Guardian Living services
- Increase referral activity and strengthen regional market presence
- Attend expos, events and other networking oppotunities

4. CRM & Systems Administration

- Maintain accurate and up-to-date records in HubSpot CRM and other relevant platforms, supporting data integrity across the leasing and tenancy functions.
- Support the Housing team with participant pipeline management and reporting..
- Identify opportunities to improve workflows, templates, and processes.

5. Occupancy, Reporting & Commercial Performance

- Maintain an accurate regional pipeline and occupancy forecast




- Monitor conversation rates, vacancy performance and demand trends
- Provide market intelligence to Acquisitions and Development teams to support development and investment decisions.
- Ensure participant funding meets feasibility estimates as determined by the Development Management Agreements, Head Leases or Passthrough Leases with Capital Partners
- Work collaboratively across Housing, Marketing, Finance and Development teams
- Contribute to process improvements, systems optimisation and participant experience initiatives
- Maintain current knowledge of NDIS, SDA Policy and market developments

Key Capabilities:

Skills & Criteria

- Experience in business development, account management, relationship management
- Knowledge of the NDIS and SDA sector
- Commercial acumen balanced with participant-centred decision making
- Excellent stakeholder engagement and presentation skills
- Ability to manage multiple opportunities and competing priorities
- Strong analytical, reporting and CRM capabilities

Systems & Platforms

- Project/ task management tools (Trello, MS Project, Asana or similar (Basic – Intermediate)

Behaviours

- Participant-centred and ethical
- Confident relationship builder and networker
- Detail-oriented and accurate - takes pride in getting things right the first time.
- Organised and efficient - manages workload proactively and meets deadlines consistently.
- Warm and professional in all participant and stakeholder interactions.
- Collaborative and supportive - a reliable team member who steps in where needed.
- Discreet and trustworthy in handling sensitive participant and financial information.
- Curious and improvement-focused — looks for better ways to do things.
- Adaptable - comfortable working in a growing, quick-paced organisation.
- Demonstrated commitment to inclusion, safeguarding, and ethical practice, with sensitivity to diverse backgrounds and lived experiences.
- Relevant tertiary qualification (e.g., social work, psychology, disability studies, community services) or equivalent experience in a similar role; experience in SDA or housing is highly regarded.

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📌 Journey Specialist (Melbourne)
🏢 Guardian Living
📍 Melbourne