Job Description

Make a meaningful difference in the lives of others

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Community Access Care (CAC) is looking for an experienced and passionate Service Delivery Manager to join our team and lead the delivery of safe, high-quality, participant-centred services.

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About the role

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Reporting to the General Manager, the Service Delivery Manager plays a key leadership role within our Service Delivery team.

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You will lead and support our Participant Engagement Officers and Service Delivery Officers, ensuring our services are safe, compliant, responsive and aligned with participant goals, Service Agreements and NDIS requirements.

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This is a hands-on leadership role where you will build robust relationships with participants, families, advocates, support coordinators and other stakeholders, while supporting your team to deliver consistent, high-quality outcomes.

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Key responsibilities

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In this role, you will:

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- Lead safe, participant-centred and compliant service delivery across the region.
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- Promote participant rights, dignity, privacy, cultural safety, choice and control.
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- Oversee the participant journey from intake and service commencement through to review, transition and exit.
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- Ensure participant records, support plans, risk assessments, Service Agreements and other documentation are accurate, current and audit ready.
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- Oversee incidents, reportable incidents, complaints and safeguarding concerns, ensuring they are appropriately managed, documented and escalated.
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- Monitor service quality, participant outcomes, staffing suitability, continuity of supports and participant budgets.
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- Lead, mentor and support the Service Delivery team, including workload management, training, performance and development.
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- Work collaboratively with Rostering, Compliance, Finance, HR and other operational teams.
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- Participate in internal and external audits and drive corrective actions and continuous improvement.
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- Conduct regular audits and contribute to monthly reporting, quality assurance and data collection.
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- Support participant plan reviews, service booking reviews and appropriate documentation.
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- Build positive relationships with stakeholders and represent CAC professionally at meetings, expos, forums and community events.
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- Support strategic goals and responsible service growth within CAC's registration scope and service capacity.
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About you

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We are looking for a confident and compassionate leader who combines strong operational capability with a genuine commitment to person-centred support.

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You will bring:

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- A strong understanding of person-centred support and NDIS principles.
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- Proven experience leading or supervising teams.
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- Experience with incident management, risk management, behaviour support and safeguarding.
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- Strong knowledge of NDIS processes, documentation and person-centred planning.
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- Excellent communication and interpersonal skills, with the ability to quickly build professional rapport.
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- Solid organisational skills and attention to detail.
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- The ability to manage competing priorities and make informed decisions under pressure.
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- A collaborative leadership style and a commitment to coaching and developing others.
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- Strong documentation, record-keeping and quality-control skills.
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- An ability to support positive behaviour approaches and guide teams through challenging situations.
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- A commitment to confidentiality, ethical conduct and continuous improvement.
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Qualifications & requirements

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To be successful, you will have:

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- Certificate IV in Community Services or equivalent.
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- Additional qualifications in Community Services, Mental Health or Aged Care are highly regarded.
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📌 Service Delivery Manager (Bundaberg Central)
🏢 Community Access Care
📍 Bundaberg Central