Job Description

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- Frontline Support Workers
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NDIS Care Service Manager - NDIS Provider

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We 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.

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We are seeking an experienced Service Manager to lead our service delivery teams and ensure consistent, high-quality support across the organisation.

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The Role

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The Service Manager is a hands-on operational leadership role responsible for overseeing and supporting our:

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- Care Coordinators
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- Rostering Team
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- HR Team
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- Frontline Support Workers
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This 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, strong workforce performance, and adherence to NDIS Practice Standards.

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Key Responsibilities

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Team Leadership & Coaching

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- Lead, mentor, and support Care Coordinators, Rostering, and HR teams
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- Provide day-to-day operational guidance and problem-solving support
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- Conduct regular supervision, performance reviews, and team meetings
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- Build a positive, accountable, and collaborative team culture
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- Support frontline workers via the care team to ensure quality service delivery
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Operational Oversight and Workload Allocation

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- Oversee daily service coordination and rostering to ensure participant needs are met
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- Allocate recent referrals appropriately across Care Coordinators based on capacity, complexity, and skill set
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- Monitor and manage team workloads to ensure equitable workload distribution
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- Ensure timely intake, service commencement, and documentation completion
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- Monitor staff performance, service delivery standards, and workforce utilisation
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- Work closely with HR on recruitment, onboarding, and workforce matters
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- Ensure appropriate staffing levels and capability across services
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Incident, Complaints & Safeguarding

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- Manage escalated participant complaints in a timely and professional manner
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- Oversee incident management processes, including reportable incidents
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- Ensure appropriate documentation, investigation, and follow-up actions
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- Oversee the implementation and monitoring of restrictive practices in line with legislation
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- Support teams in implementing corrective actions and continuous improvement
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Compliance & Quality

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- Ensure compliance with NDIS Practice Standards and organisational policies
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- Maintain audit readiness and documentation standards
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- Ensure behaviour support plans and regulated restrictive practices are implemented correctly
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External Relationships & Business Development

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- Build and maintain strong relationships with Support Coordinators, Plan Managers, Allied Health providers and community partners




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- Support the team by attending industry networking events and community expos
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- Support participant intake growth through relationship development and ensuring solid customer experience.
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- Represent the organisation professionally within the disability sector
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About You

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You are an experienced operational leader within the disability sector who is confident managing teams and handling complex service issues.

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Essential Requirements

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- Demonstrated experience in a similar Service Manager or Team Leader role within the NDIS or disability sector
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- Proven experience leading and supervising multidisciplinary teams
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- Strong understanding of NDIS Practice Standards, incident management, and reportable incidents
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- Experience managing escalated complaints and complex participant matters
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- Knowledge of restrictive practices and behaviour support frameworks
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- Excellent leadership, communication, and conflict resolution skills
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- Strong organisational and problem-solving abilities
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- Current NDIS Worker Screening Check
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- Valid Driver's Licence
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Desirable

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- Qualification in Disability, Community Services, Human Services, or related field
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- Experience working with rostering systems and workforce planning
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- Experience supporting teams through audits
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What We Offer

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- Key operational leadership role within a growing provider
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- Supportive senior management team
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- Opportunity to lead and strengthen service delivery teams
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- Competitive salary package (based on experience)
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📌 NDIS Care Service Manager (Williamstown)
🏢 Help at Hand Support Services
📍 Williamstown