Frontline Support WorkersNDIS Care Service Manager - NDIS ProviderWe are a reputable NDIS-registered provider delivering high-quality, person-centred support services across Australia.
Our focus is on providing responsive, compliant, and reliable supports that empower participants to live their best lives.We are seeking an experienced Service Manager to lead our service delivery teams and ensure consistent, high-quality support across the organisation.The RoleThe Service Manager is a hands-on operational leadership role responsible for overseeing and supporting our:Care CoordinatorsRostering TeamHR TeamFrontline Support WorkersThis role focuses on day-to-day team leadership, coaching, compliance oversight, incident management, and service quality.
The Service Manager plays a critical role in ensuring smooth service delivery, balanced workloads, robust workforce performance, and adherence to NDIS Practice Standards.Key ResponsibilitiesTeam Leadership & CoachingLead, mentor, and support Care Coordinators, Rostering, and HR teamsProvide day-to-day operational guidance and problem-solving supportConduct regular supervision, performance reviews, and team meetingsBuild a positive, accountable, and collaborative team cultureSupport frontline workers via the care team to ensure quality service deliveryOperational Oversight and Workload AllocationOversee daily service coordination and rostering to ensure participant needs are metAllocate new referrals appropriately across Care Coordinators based on capacity, complexity, and skill setMonitor and manage team workloads to ensure equitable workload distributionEnsure timely intake, service commencement, and documentation completionMonitor staff performance, service delivery standards, and workforce utilisationWork closely with HR on recruitment, onboarding, and workforce mattersEnsure appropriate staffing levels and capability across servicesIncident, Complaints & SafeguardingManage escalated participant complaints in a timely and professional mannerOversee incident management processes,



including reportable incidentsEnsure appropriate documentation, investigation, and follow-up actionsOversee the implementation and monitoring of restrictive practices in line with legislationSupport teams in implementing corrective actions and continuous improvementCompliance & QualityEnsure compliance with NDIS Practice Standards and organisational policiesMaintain audit readiness and documentation standardsEnsure behaviour support plans and regulated restrictive practices are implemented correctlyExternal Relationships & Business DevelopmentBuild and maintain strong relationships with Support Coordinators, Plan Managers, Allied Health providers and community partnersSupport the team by attending industry networking events and community exposSupport participant intake growth through relationship development and ensuring strong customer experience.Represent the organisation professionally within the disability sectorAbout YouYou are an experienced operational leader within the disability sector who is confident managing teams and handling complex service issues.Essential RequirementsDemonstrated experience in a similar Service Manager or Team Leader role within the NDIS or disability sectorProven experience leading and supervising multidisciplinary teamsStrong understanding of NDIS Practice Standards, incident management, and reportable incidentsExperience managing escalated complaints and complex participant mattersKnowledge of restrictive practices and behaviour support frameworksExcellent leadership, communication, and conflict resolution skillsStrong organisational and problem-solving abilitiesCurrent NDIS Worker Screening CheckValid Driver's LicenceDesirableQualification in Disability, Community Services, Human Services, or related fieldExperience working with rostering systems and workforce planningExperience supporting teams through auditsWhat We OfferKey operational leadership role within a growing providerSupportive senior management teamOpportunity to lead and strengthen service delivery teamsCompetitive salary package (based on experience)
#J-*****-Ljbffr

📌 Ndis Care Service Manager (Victoria)
🏢 Help at Hand Support Services
📍 Victoria