Parent to Parent Association Queensland Inc - Nambour QLD

We are seeking an experienced and people-focused Plan Management Team Leader to lead the day-to-day operation of our Plan Management team. You will be the first point of contact for staff support, coaching, workflow coordination and operational problem-solving, helping the team deliver accurate, timely and respectful plan management service to NDIS participants and providers.

This hands-on role combines people leadership with complex query resolution, quality checking, training delivery and continuous improvement. It will suit someone who has extensive knowledge and experience of NDIS Plan Management, knows how to bring the best out of a team and can balance service, compliance and workflow priorities in a busy environment.

Ideally this is a full-time position based on the Sunshine Coast with office-based and work-from-home options available. Queensland based candidates considered with the right level of experience.

About the opportunity

We are seeking an experienced and people-focused Plan Management Team Leader to lead the day-to-day operation of our Plan Management team. You will be the first point of contact for staff support, coaching, workflow coordination and operational problem-solving, helping the team deliver accurate, timely and respectful plan management service to NDIS participants and providers.

This hands-on role combines people leadership with complex query resolution, quality checking, training delivery and continuous improvement. It will suit someone who has extensive knowledge and experience of NDIS Plan Management, knows how to bring the best out of a team and can balance service, compliance and workflow priorities in a busy environment.

Ideally this is a full-time position based on the Sunshine Coast with office-based and work-from-home options available.



Queensland based candidates considered with the right level of experience.

About Parent to Parent (P2P)

P2P has been working alongside people with disability and their families since 1998. Through our Plan Management service, we help participants exercise choice and control over how they use their NDIS funding and engage with providers. Our work is guided by the values of respect, inclusion, commitment and honesty.

What you will do

- Demonstrate strong leadership skills and initiative to ensure system efficiencies and staff wellbeing.

- Lead the day-to-day operation of the Plan Management team and act as the first point of contact for staff support, coaching and operational problem-solving.

- Coordinate team workflow, monitor claims and invoice-processing volumes, organise priorities and help maintain service standards.

- Conduct quality checks on claims, invoices and correspondence, address issues promptly and support accurate, compliant work practices.

- Resolve most complex participant, provider and staff enquiries, liaising with the NDIA where required.

- Mentor and train team members in applying NDIS rules, procedures and systems, providing timely, constructive and respectful guidance.

- Deliver training resources and skills sessions, coordinate Plan Management team meetings and support the onboarding of new team members.

- Support early performance conversations within delegated authority and elevate formal or higher-risk matters in line with organisational policy.

- Maintain confidentiality,



report potentially incorrect or fraudulent claims, participate in organisational training and contribute to continuous improvement.

What you will bring

- Extensive NDIS Plan Management experience and sound knowledge of day-to-day Plan Management operations.

- Demonstrated experience leading and mentoring staff and strengthening team performance.

- Working knowledge of the NDIS legislation and operational guidelines, pricing arrangements, support categories and compliant claims processing.

- Excellent communication skills and confidence handling complex conversations with empathy and skilled boundaries.

- Strong critical-thinking and problem-solving skills, with sound judgement about when to resolve an issue and when to accelerate it.

- High attention to detail and the ability to conduct consistent quality checks across claims, invoices, records and correspondence.

- The ability to coordinate priorities, monitor workflow and support staff during pressure or change.

- Experience delivering training, facilitating team meetings and supporting staff onboarding.

- Experience using CRM and cloud-based systems eg. Planability.

Requirements

- A qualification in bookkeeping, accounting, business administration or other relevant study.

- A current NDIS Worker Screening Check and Working with Children Check, or the ability to obtain and maintain them before commencement.

- Availability during standard business hours and the ability to work effectively across office-based and approved work-from-home arrangements.

- Commitment to privacy, workplace health and safety, NDIS requirements and organisational policies and procedures.

Desirable

- Lived experience of disability, or experience supporting people with disability and their families.

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📌 Plan Management Team Leader (Nambour)
🏢 Parent to Parent Association Queensland
📍 Nambour