About the role

As Care Operations & Quality Manager, you'll lead a team of five Service Coordinators, own our clinical governance and compliance architecture across NDIS and Support at Home, and drive measurable improvement in fulfilment and care consistency — using data, not instinct. You'll shape how our internal systems support frontline compliance and participant outcomes, and hold the operational relationship with our growing partner network. You report directly to our CEO.

Key responsibilities

- Lead, manage, and develop a team of five Service Coordinators — performance management, onboarding, and career development
- Set the standard for how the team works: coordination rhythm, care note quality, escalation discipline, and participant communication
- Own fulfilment rate, care consistency scores, LMC rate, and no-show rate as your primary operational KPIs
- Diagnose performance gaps using operational data — identify root causes, build SOPs with clear targets, and own the improvement trajectory after launch
- Build and maintain rostering SOPs by funding type (NDIS vs Support at Home) and roster type (ad hoc vs ongoing)
- Manage participant intake from referral acceptance to active service — care plan initiation, service agreement execution, and budget activation
- Monitor participant budget utilisation across both programs, flagging risk proactively before it becomes a problem
- Own the operational layer of our AP partner network — 50+ Support at Home and 10+ NDIS Support Coordinator partnerships
- Build and maintain Homage's clinical governance framework — all policies and procedures across our NDIS and Support at Home registration scope




- Own NDIS practice standard self-assessment and audit readiness across all registered groups — including high-intensity supports and behaviour support plan implementation obligations

About you

- Current AHPRA registration as a Registered Nurse or Allied Health Professional
- 5+ years in a senior leadership role within NDIS, aged care, or community health
- Deep working knowledge of NDIS Practice Standards and incident reporting obligations
- Experience managing clinical staff — supervision, scope of practice, and AHPRA compliance
- Track record of building clinical policies, SOPs, and governance frameworks — not just inheriting them
- Strong data literacy — able to convert operational data into root cause diagnoses and measurable improvement targets
- Full working rights in Australia; NDIS Worker Screening Check (or willingness to obtain)
- Experience with the Support at Home program, including transition from Home Care Packages (desirable)
- Knowledge of high-intensity supports (registration group 0104) and Behaviour Support Plan implementation as an implementing provider (desirable)
- Concurrent experience managing NDIS and aged care funding streams simultaneously (desirable)

Benefits

- ESOP — you'll have a stake in the value you help build
- Hybrid working — 3 days in our Melbourne CBD office, 2 days from home
- Direct CEO access — genuine influence at leadership level, not a seat at the end of the table
- Clear pathway — as Homage scales nationally, this role grows with it
- Annual salary review and a modern approach to performance management
- EAP — Employee Assistance Program

About us Homage is a tech-enabled care provider helping Australians with disability and ageing needs live well at home. We work across NDIS and the new Support at Home program, combining smart technology with deeply human support. We're growing fast, and the engine that powers our care delivery needs a senior leader to own it.

📌 Care Operations & Quality Manager (Melbourne)
🏢 Homage Australia
📍 Melbourne