Tender Loving Care Disability Services – Bankstown NSW

The Support Coordinator Manager is responsible for leading and managing the Support Coordination function, ensuring the delivery of responsive, goal-directed, individualised, and high-quality support services aligned with participants' NDIS plans and goals. The role provides strategic and operational leadership to the Support Coordination team, with responsibility for team performance, workload and caseload management, participant outcomes, stakeholder engagement, quality, risk, compliance, and continuous improvement.

Key responsibilities

Provide formal leadership, supervision, and direction to Support Coordinators and Customer Care Specialists

Establish clear expectations, responsibilities, KPIs, and performance objectives for direct reports

Conduct regular one-on-one meetings, performance reviews, probation reviews, and performance development discussions

Provide coaching, mentoring, feedback, and career development opportunities to team members

Manage performance, conduct, attendance, and other people-related matters in accordance with TLC policies and procedures

Allocate caseloads, workloads, and responsibilities based on participant needs, complexity, team capacity, and operational priorities

Ensure participant rights, choice, control, dignity, independence, and privacy are consistently upheld

Oversee the development,



implementation, monitoring, and review of person-centred support plans aligned with NDIS goals

Monitor individual and team KPIs, caseloads, service delivery outcomes, and workload capacity

Ensure Support Coordination services comply with TLC policies, procedures, NDIS requirements, and applicable standards

About you

Relevant experience working with people with intellectual and/or complex disabilities

Demonstrated experience in Support Coordination or a similar NDIS-related role

Strong understanding of NDIS frameworks, funding arrangements, participant plans, and community support systems

Demonstrated experience leading and managing a team

Demonstrated experience managing employee performance, including conducting performance reviews and addressing performance concerns

Strong understanding of person-centred practice, participant choice and control, and safeguarding principles

Demonstrated ability to manage complex participant matters and competing operational priorities

Strong knowledge of risk management, incident management, compliance, and documentation requirements

High-level communication, negotiation, conflict resolution, and stakeholder management skills

Competency in Microsoft Office and CRM systems, including MyP and/or similar systems

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📌 NDIS Support Coordinator Manager (City of Canterbury-Bankstown)
🏢 Tender Loving Care Disability Services
📍 City of Canterbury-Bankstown