Infinity Support Services Australia Pty Ltd. – Werribee VIC
This role provides expert leadership and oversight of the organisation's Incident Management System in accordance with NDIS Commission requirements. You will support the Clinical & Practice Manager in ensuring all incidents are appropriately identified, documented, escalated, investigated, and closed within required legislative and organisational timeframes. You will act as a key escalation point for serious, complex, high‐risk, and reportable incidents, provide strategic oversight regarding incident management performance, and promote a proactive organisational culture focused on participant safety, reporting, learning, and accountability.
Key responsibilities
Support the Clinical & Practice Manager in leading and overseeing the organisation's Incident Management System in accordance with NDIS Commission requirements
Ensure all incidents are appropriately identified, documented, escalated, investigated, and closed within required legislative and organisational timeframes
Provide expert guidance regarding incident classification, risk assessment, escalation pathways, and response strategies
Act as a key escalation point for serious, complex, high‐risk, and reportable incidents and provide timely advice to the Clinical & Practice Manager
Provide regular incident governance reports to the Clinical & Practice Manager and Executive Leadership Team




Ensure compliance with all NDIS Incident Management and Reportable Incident requirements
Lead or oversee incident investigations ensuring they are thorough, objective, person‐centred, and completed within required timeframes
Apply recognised investigation methodologies, including Root Cause Analysis (RCA), to identify contributing factors and systemic issues
Design and deliver training programs relating to incident management, safeguarding practices, duty of care, restrictive practices, and risk management
Develop and maintain incident reporting dashboards, performance reports, and organisational Key Performance Indicators (KPIs)
About you
Expert knowledge of incident management systems and NDIS Commission requirements
Experience in leading incident investigations and applying Root Cause Analysis methodologies
Knowledge of safeguarding practices, duty of care, and restrictive practices
Ability to provide strategic oversight and assurance regarding incident management performance and compliance obligations
Experience in developing and delivering training programs
Robust stakeholder engagement and communication skills
Ability to analyse incident data and identify trends and emerging risks
Experience in quality assurance, audits, and continuous improvement initiatives
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📌 Practice Lead – Incident Management (Melbourne)
🏢 Infinity Support Services Australia
📍 Melbourne