Job Description
Service Delivery & Operations Manager - NDIS
n
Spirit Care | South-West Sydney | Full-Time
n
About Spirit Care
n
Spirit Care is a registered NDIS provider based in South-West Sydney, delivering person-centred disability supports across community access, centre-based programs, in-home support and supported accommodation.
n
Since commencing operations in late ****, we have grown quickly. As we enter our next stage of growth, we're strengthening our management structure and looking for an experienced Service Delivery & Operations Manager to take ownership of frontline service delivery and lead our support teams.
n
We're not looking for someone to manage operations from behind a desk.
n
We want a visible, hands-on leader who understands what quality disability support looks like and is prepared to be actively involved in making sure it happens every day.
n
About the Role
n
Reporting directly to the General Manager, you will oversee the day-to-day delivery of participant supports and provide leadership to our Team Leaders and Support Workers.
n
You'll spend time on the floor, observe service delivery, coach staff, identify problems early and ensure our participants are receiving safe, engaging and meaningful support.
n
Your focus will be simple:
n
Great staff. Protected services. Engaged participants. Strong accountability.
n
Your responsibilities will include:
n
n
Leading and supervising Team Leaders and frontline Support Workers
n
Overseeing the quality and consistency of daily participant service delivery
n
Maintaining a strong presence across our services and conducting regular floor observations and spot checks
n
Monitoring staff punctuality, attendance, professionalism and performance
n
Ensuring participants are actively engaged and supports are aligned with their individual goals, needs and preferences
n
Coaching staff and addressing poor practice or performance early
n
Supporting staff to make appropriate decisions and escalating matters when required
n
Ensuring participant risks, support plans and safeguarding requirements are understood and followed
n
Coordinating responses to incidents, health concerns and emerging participant risks
n
Ensuring appropriate communication occurs with families, guardians,



Support Coordinators and other stakeholders
n
Working closely with our Quality & Compliance team to ensure incidents, documentation and corrective actions are appropriately managed
n
Reviewing shift documentation and identifying concerns requiring follow-up
n
Supporting rostering and ensuring participants are matched with appropriately skilled staff
n
Managing operational issues before they become larger problems
n
Supporting staff training, development and performance management
n
Contributing to continuous improvement across Spirit Care's services
n
Building positive relationships with Support Coordinators, allied health professionals and other sector stakeholders
n
Representing Spirit Care professionally within the local disability community
n
n
About You
n
We're looking for someone who understands the NDIS from the ground up.
n
You may currently be working as a:
n
n
NDIS Service Delivery Manager
n
Operations Manager
n
SIL / Accommodation Manager
n
House Manager
n
Senior Team Leader
n
Support Coordinator
n
Specialist Support Coordinator
n
Disability Case Manager or Care Coordinator
n
n
More important than your current title is your ability to lead people, understand participants and take ownership when something isn't right.
n
Ideally, you will have:
n
n
Strong experience within the NDIS/disability sector
n
Experience leading or supervising frontline disability support teams
n
A sound understanding of NDS service delivery and participant-centred practice
n
Experience supporting participants with complex needs
n
Strong incident, risk and safeguarding awareness
n
Confidence communicating with participants, families, guardians, Support Coordinators and allied health professionals
n
The ability to have difficult conversations and address staff performance appropriately
n
Excellent judgement and problem-solving skills
n




Strong written documentation and communication skills
n
The ability to remain calm and make appropriate decisions when incidents occur
n
A proactive leadership style - you notice problems before someone has to point them out
n
A genuine belief that disability support should be meaningful, engaging and focused on participant outcomes
n
n
Experience across Support Coordination, SIL, complex care, community participation, health or hospital environments will be highly regarded.
n
The Person We're Looking For
n
This role will suit someone who naturally takes ownership.
n
You don't walk past a problem because "someone else will deal with it."
n
If a worker needs guidance, you coach them.
n
If a participant isn't engaged, you ask why.
n
If something doesn't look safe, you intervene.
n
If an incident occurs, you make sure the participant is safe and the right people know about it.
n
And if there's a better way of doing something, we want you to tell us.
n
We're looking for someone who can build strong relationships with our staff while still maintaining clear expectations and accountability.
n
Why Join Spirit Care?
n
This isn't a position where you'll simply inherit a job description and be expected to maintain the status quo.
n
Spirit Care is growing, and we're actively investing in stronger leadership, systems and service quality.
n
You'll have the opportunity to:
n
n
Work directly with senior management
n
Have genuine influence over how our services operate
n
Help shape our frontline culture
n
Develop and mentor our support workforce
n
Improve participant outcomes
n
Build relationships across the NDIS community
n
Contribute to the continued growth of Spirit Care
n
Grow professionally as the organisation continues to expand
n
n
Requirements
n
The successful applicant will be required to hold or obtain all relevant screening and compliance requirements applicable to the position, including:
n
n
NDIS Worker Screening Check
n
Working With Children Check where applicable
n
Current Australian driver's licence
n
Relevant NDIS Worker Orientation requirements
n
Appropriate qualifications and/or demonstrated industry experience
n
#J-*****-Ljbffr

📌 Service Delivery & Operations Manager - Ndis (New South Wales)
🏢 Spirit Care
📍 New South Wales