Job Description
Frontline Support Workers
NDIS Care Service Manager - NDIS Provider
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.
We are seeking an experienced Service Manager to lead our service delivery teams and ensure consistent, high-quality support across the organisation.
The Role
The Service Manager is a hands-on operational leadership role responsible for overseeing and supporting our:
Care Coordinators
Rostering Team
HR Team
Frontline Support Workers
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.
Key Responsibilities
Team Leadership & Coaching
Lead, mentor, and support Care Coordinators, Rostering, and HR teams
Provide day-to-day operational guidance and problem-solving support
Conduct regular supervision, performance reviews, and team meetings
Build a positive, accountable, and team-oriented team culture
Support frontline workers via the care team to ensure quality service delivery
Operational Oversight and Workload Allocation
Oversee daily service coordination and rostering to ensure participant needs are met
Allocate new referrals appropriately across Care Coordinators based on capacity, complexity, and skill set




Monitor and manage team workloads to ensure equitable workload distribution
Ensure timely intake, service commencement, and documentation completion
Monitor staff performance, service delivery standards, and workforce utilisation
Work closely with HR on recruitment, onboarding, and workforce matters
Ensure appropriate staffing levels and capability across services
Incident, Complaints & Safeguarding
Manage escalated participant complaints in a timely and professional manner
Oversee incident management processes, including reportable incidents
Ensure appropriate documentation, investigation, and follow-up actions
Oversee the implementation and monitoring of restrictive practices in line with legislation
Support teams in implementing corrective actions and continuous improvement
Compliance & Quality
Ensure compliance with NDIS Practice Standards and organisational policies
Maintain audit readiness and documentation standards
Ensure behaviour support plans and regulated restrictive practices are implemented correctly
External Relationships & Business Development
Build and maintain strong relationships with Support Coordinators, Plan Managers,



Allied Health providers and community partners
Support the team by attending industry networking events and community expos
Support participant intake growth through relationship development and ensuring strong customer experience.
Represent the organisation professionally within the disability sector
About You
You are an experienced operational leader within the disability sector who is confident managing teams and handling complex service issues.
Essential Requirements
Demonstrated experience in a similar Service Manager or Team Leader role within the NDIS or disability sector
Proven experience leading and supervising multidisciplinary teams
Strong understanding of NDIS Practice Standards, incident management, and reportable incidents
Experience managing escalated complaints and complex participant matters
Knowledge of restrictive practices and behaviour support frameworks
Excellent leadership, communication, and conflict resolution skills
Strong organisational and problem-solving abilities
Current NDIS Worker Screening Check
Valid Driver's Licence
Desirable
Qualification in Disability, Community Services, Human Services, or related field
Experience working with rostering systems and workforce planning
Experience supporting teams through audits
What We Offer
Key operational leadership role within a growing provider
Supportive senior management team
Opportunity to lead and strengthen service delivery teams
Competitive salary package (based on experience)
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📌 Ndis Care Service Manager (South Australia)
🏢 Help at Hand Support Services
📍 South Australia