Position SummaryThe Client Services Officer is responsible for ensuring participants receive high-quality, person-centred supports while maintaining compliance with NDIS Practice Standards and Learn to Live's policies and procedures.
This role manages participant relationships from enquiry through to ongoing service delivery, ensuring documentation is current, services meet participant goals, and staff have the information required to provide exceptional support.
The Client Services Officer also provides leadership to support workers, assists with rostering where required, monitors quality and compliance, and works collaboratively with the Manager and Director.
Key ResponsibilitiesParticipant Management
Manage a portfolio of participants.
Conduct participant intake and onboarding.
Complete initial assessments.
Develop and review Service Agreements.
Develop and update Schedules of Supports.
Ensure participant goals remain current.
Coordinate service commencement.
Maintain regular contact with participants and families.
Attend participant meetings.
Liaise with Support Coordinators, Plan Managers and Allied Health professionals.
Follow up participant concerns promptly.
Support participants through plan reviews.
Identify opportunities to improve participant outcomes.
Documentation & ComplianceMaintain participant files ensuring they are accurate, compliant and audit ready.
This includes:
Service Agreements
Schedules of Supports
Risk Assessments
Emergency Plans
Consent Forms
Participant Profiles
Behaviour Support documentation
Incident follow-up
Restrictive Practice documentation (where applicable)
Goal reviews
Funding monitoring
Ensure documentation complies with:
NDIS Practice Standards
Privacy legislation
Learn to Live policies
Quality Management System
Team LeadershipProvide day-to-day leadership and support to Support Workers.
Responsibilities include:
Answer staff questions.




Provide coaching and mentoring.
Assist with onboarding new staff.
Conduct competency observations.
Assist with performance conversations.
Escalate concerns to the Manager.
Promote positive workplace culture.
Encourage professional development.
Quality & Continuous Improvement
Conduct regular participant file audits.
Identify compliance gaps.
Assist with audit preparation.
Implement corrective actions.
Monitor incident trends.
Recommend service improvements.
Participate in Continuous Improvement activities.
Rostering SupportWork collaboratively with the Rostering Coordinator by:
Advising participant support requirements.
Identifying staffing needs.
Reviewing roster suitability.
Managing planned changes.
Assisting during staffing shortages where required.
CommunicationMaintain professional relationships with:
Participants
Families
Guardians
Support Coordinators
Allied Health Professionals
NDIA representatives
Schools
Community organisations
Respond to enquiries professionally and within required timeframes.
Administration
Maintain accurate case notes.
Complete internal reporting.
Update participant records.
Monitor funding utilisation.
Assist with participant reviews.
Support administrative projects.
Key Performance Indicators (KPIs)
100% compliant participant files.
Service Agreements completed within required timeframes.
Reviews completed before expiry.
Participant enquiries responded to within one business day.
High participant satisfaction.
Low participant complaints.




Documentation audit scores above 95%.
Incidents closed within required timeframes.
Funding utilisation monitored effectively.
Essential Requirements
Experience working within the disability sector.
Sound understanding of the NDIS.
Strong knowledge of NDIS Practice Standards.
Excellent communication skills.
High level organisational skills.
Ability to manage competing priorities.
Robust problem-solving skills.
High attention to detail.
Proficient computer skills.
Current Queensland Driver Licence.
NDIS Worker Screening Clearance.
Working with Children Check (Blue Card).
Current First Aid and CPR.
Desirable
Diploma or Degree in Human Services, Community Services, Disability, Social Work or related field.
Experience using ShiftCare.
Experience with behaviour support.
Experience leading teams.
Experience preparing for NDIS audits.
Personal AttributesWe are looking for someone who is:
Compassionate
Organised
Proactive
Professional
Adaptable
Accountable
Solution-focused
Positive
Collaborative
Calm under pressure
What We Offer
Supportive leadership team.
Ongoing professional development.
Opportunities for career progression.
Positive workplace culture.
Meaningful work making a genuine difference in people's lives.
Access to employee wellbeing initiatives.
Flexible work environment where operationally possible.
Success in This RoleA successful Client Services Officer will ensure participants receive exceptional, person-centred support while maintaining compliance, building strong relationships with participants and families, supporting frontline staff, and contributing to the continuous improvement of Learn to Live's services.
They will take ownership of their participant portfolio, work proactively to resolve issues, and uphold the organisation's values and commitment to quality care.

📌 Client Services Officer (Townsville)
🏢 Learn To Live Disability Services
📍 Townsville