Specialist Support Coordinator (Expression of Interest) – Full Time

Innovative Complex Management

Mooroolbark | Full-Time | Hybrid

$90,000 – $100,000 + super, based on qualifications and experience

We started Innovative CM because we could see how many people were being let down by systems that can often feel too rigid, disconnected and removed from the person at the centre of them.

We wanted to build something different.

Something more responsive, more human and genuinely focused on achieving outcomes for people with complex support needs.

As our business continues to grow, we are now looking for an experienced Specialist Support Coordinator to join our team.

This is not a general Support Coordination role.

Our Specialist Support Coordinators work with participants experiencing significant complexity, risk and instability. This includes hospital discharges, complex home and living arrangements, psychosocial disability, behavioural concerns, safeguarding risks and participants requiring coordination across multiple clinical, community and government systems.

We need someone who is confident working at this level and who already has strong experience managing complex cases.

What makes this role different?

Specialist Support Coordination can be demanding work, particularly when you are supporting participants through crisis, hospital discharge, safeguarding concerns and complex service systems.

At Cutting-edge CM, you will not be expected to manage that complexity alone.

You will have direct access to the Director for consultation and escalation, regular supervision, a team that understands complex practice, and genuine support when difficult decisions need to be made.

We want our Specialist Support Coordinators to feel confident in their role, supported in their practice and able to build a sustainable career in complex case management.

We value professional judgement, collaboration and quality practice, and we have intentionally created a workplace where experienced staff are trusted to do their job while still having support available when they need it.

Salary & Advantages

$90,000 – $100,000 + super, based on qualifications and demonstrated experience

We recognise that Specialist Support Coordination involves a high level of responsibility, professional judgement and complex case management.

In addition to a competitive salary, we offer:

- Quarterly KPI incentives, including the opportunity to earn additional paid leave
- Up to 2 additional paid days off per year through KPI incentives
- Paid half-days on Christmas Eve and New Year's Eve where these fall on your usual working day and operational requirements allow
- Monthly formal supervision
- Direct support from the Director for complex case consultation, safeguarding matters and risk escalation
- Ongoing training and professional development
- A structured burnout-prevention and staff wellbeing program
- Company laptop and mobile phone
- Hybrid working arrangements
- Annual performance and professional development reviews
- Opportunities to further develop expertise in hospital discharge, complex home and living, safeguarding and high-complexity NDIS practice

Our existing KPI framework also recognises that Specialist Support Coordination can be unpredictable and that performance needs to be considered alongside participant risk, crisis response,



documentation requirements and case complexity.

Working Arrangements

This is a full-time position.

The standard working arrangement is:

- 4 days per week working from the office
- 1 day per week working from home

For the right experienced candidate, up to 2 work-from-home days may be negotiated. The role will also involve attending participant homes, hospitals, case conferences, provider meetings and other appointments where required.

The Work

Our caseload is diverse and highly complex.

You may be involved in:

- Coordinating complex hospital discharges
- Establishing supports following significant changes in circumstances
- Coordinating complex home and living arrangements
- Managing participants experiencing service breakdown or risk of placement failure
- Working alongside hospitals, health services and allied health professionals
- Coordinating multidisciplinary care teams
- Responding to safeguarding and participant-risk concerns
- Navigating mental health, housing, justice and other mainstream systems
- Advocating with providers and government agencies
- Supporting participants through NDIS plan implementation and review processes
- Identifying gaps in supports and developing practical solutions
- Managing complex stakeholder relationships
- Supporting participants whose circumstances require significant professional judgement and coordination

This reflects the core focus of your existing Specialist Support Coordinator position description, which already places strong emphasis on high-complexity participants, crisis response, risk management, advocacy and coordination across housing, justice, mental health, AOD and health systems.

Key Responsibilities

You will be responsible for:

- Providing Specialist Support Coordination to participants with high and complex support needs
- Managing a complex caseload independently while recognising when escalation or consultation is required
- Identifying, assessing and responding to participant risk
- Developing risk mitigation and contingency strategies
- Coordinating multiple providers, professionals and service systems
- Facilitating case conferences and multidisciplinary meetings
- Monitoring service delivery and addressing provider concerns
- Supporting participant choice and control
- Assisting participants to understand and implement their NDIS plans
- Coordinating assessments and evidence required to support participant needs
- Preparing high-quality reports, correspondence and documentation
- Maintaining accurate and compliant case notes and records
- Escalating safeguarding, restrictive practice and reportable incident concerns where required
- Monitoring funded Specialist Support Coordination hours and ensuring supports remain appropriate to participant needs and funding
- Contributing to participant stability, safety, continuity of supports and measurable progress towards goals

About You





We are looking for someone who already has substantial experience in complex support environments.

You will need to be able to think critically, remain calm under pressure and confidently make professional decisions when there may not be a straightforward solution.

You will be comfortable advocating strongly while maintaining professional relationships and understand the importance of clear documentation, accountability and participant safety.

You will also need to know when to work independently and when to seek support, consultation or escalation.

Qualifications and Experience

Applicants should hold a relevant tertiary qualification, such as:

- Social Work
- Psychology
- Occupational Therapy
- Mental Health
- Community Services
- Disability
- Human Services
- Behavioural Science
- Another relevant health or human services discipline

We are looking for applicants with significant relevant professional experience, including demonstrated experience working with people with complex and multiple support needs.

Previous experience in one or more of the following will be highly regarded:

- Specialist Support Coordination
- Complex case management
- Hospital or health settings
- Psychosocial disability
- Forensic or justice environments
- Complex home and living
- Homelessness
- Behaviours of concern
- Safeguarding and risk management
- Multidisciplinary case coordination

You must also demonstrate

- Strong knowledge of the NDIS
- A strong understanding of NDIS plans, funding and implementation
- Strong risk assessment and problem-solving skills
- The ability to manage competing priorities
- High-level written and verbal communication
- Confidence working with multidisciplinary teams and senior stakeholders
- The ability to work autonomously
- Strong qualified judgement and boundaries
- Excellent documentation and report-writing skills
- The ability to manage several complex cases concurrently
- Confidence working in situations where risk, crisis or service breakdown may occur

The higher qualification and experience expectations are deliberate. Comparable Specialist Support Coordinator roles place solid emphasis on tertiary qualifications, complex mental health or community-sector experience, risk assessment and the ability to manage multiple complex cases independently.

Mandatory Requirements

- Current NDIS Worker Screening Check
- Working With Children Check where required
- Current Police Check
- Current Australian Driver's Licence
- NDIS Worker Orientation Module
- Right to work in Australia

Why Innovative CM?

We take complex work seriously, but we also take the wellbeing of our staff seriously.

We want experienced people to stay in this sector, continue developing their skills and feel supported to do good work without feeling that they are carrying everything alone.

If you are an experienced professional who enjoys solving complex problems, working collaboratively and making a genuine difference for people with high support needs, we would love to hear from you.

Apply

Please submit your resume and a brief cover letter outlining your qualifications, Specialist Support Coordination or complex case-management experience, and your experience working with high-complexity participants.

To support a fair and efficient recruitment process, applications and enquiries should be submitted online. Shortlisted applicants will be contacted directly.

📌 Specialist Support Coordinator - Expression of interest (Melbourne)
🏢 Innovative Complex Management
📍 Melbourne