Position Summary

The 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 Responsibilities
Participant 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 & Compliance

Maintain 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 Leadership

Provide 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 Support

Work 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.

Communication

Maintain 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.

- Strong 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 Attributes

We are looking for someone who is:

- Compassionate

- Organised

- Proactive

- Skilled

- 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 Role

A 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