Company Description
Guardian Living Australiais 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.
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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, rapid-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