About us

Berta Healthcare Pty Ltd is committed to providing inclusive, safe, and high-quality services for people with disabilities. All staff are expected to uphold the NDIS Code of Conduct, organisational policies, and safeguarding responsibilities at all times.

About the role- Operations Manager

The Operations Manager is responsible for leading the day-to-day operational performance of the organisation as an NDIS provider, ensuring safe, person-centred, compliant, productive, and financially sustainable service delivery across all locations and programs. The role drives operational excellence by strengthening accountability, improving workforce and rostering efficiency, increasing visibility of service performance, leading high-performing teams, and supporting progressive business growth aligned with the NDIS Practice Standards, NDIS Code of Conduct, participant safeguards, and organisational strategy.

Key responsibilities

- Oversee daily NDIS operations including participant services, rostering, workforce utilisation, service agreements, funding utilisation, incident and complaints escalation, finance/revenue workflows, and quality systems.
- Ensure operational activity aligns with the NDIS Practice Standards, NDIS Code of Conduct, participant rights, safeguarding obligations, and organisational policies.
- Implement clear accountabilities, delegations, reporting lines, and escalation pathways across teams and locations.
- Lead continuous improvement initiatives that improve participant outcomes, worker capability, service reliability, and operational performance.
- Maintain strong oversight of incident management, complaints management, restrictive practice escalation where applicable, worker screening, training compliance, participant documentation, and audit readiness.
- Optimise rostering, staff allocation, travel time, shift fulfilment, claiming readiness, and workforce utilisation while maintaining safe and person-centred supports.
- Establish practical dashboards, reporting rhythms, and management meetings that provide clear visibility of participant outcomes, staff performance, service quality, compliance, risks, and financial performance.
- Lead, coach, supervise, and develop operational teams to deliver safe, competent, respectful, and participant-focused supports.
- Support sustainable growth by improving service capacity, participant intake pathways, referral relationships, funding utilisation, revenue capture, cost control, and margin performance.
- Maintain strong relationships with participants, families, nominees, support coordinators, clinicians, community partners, regulators, suppliers, and internal stakeholders.

About you

- Bachelor's degree in business, Operations Management, Community Services, Disability, Health, Human Services, or a related field, or equivalent senior operational experience.
- Current NDIS Worker Screening clearance and completion of relevant NDIS orientation and safeguarding training.




- Minimum 5–10 years' experience in operations, disability, community services, healthcare, aged care, or human services environments.
- At least 3–5 years in a management or senior leadership role with accountability for teams, service delivery, quality, compliance, and operational performance.
- Demonstrated understanding of NDIS Practice Standards, NDIS Code of Conduct, participant rights, safeguarding, complaints, incidents, risk management, and quality improvement.
- Proven experience managing rostering, workforce utilisation, service delivery, budgets, claiming/revenue workflows, and operational reporting.
- Demonstrated success in building accountable teams, improving productivity, increasing service visibility, and strengthening participant outcomes.
- Experience leading continuous improvement, audit preparation, corrective actions, and system/process change.
- Strong ability to analyse operational, workforce, quality, and financial data to support evidence-based decisions.
- Proof of Identity (Australian birth certificate, Passport, citizenship, driver license, Medicare, or Visa showing work rights), NDIS worker screening, Working with Children Check, Police Check, NDIS orientation module, Infection Control, First Aid Certificate and CPR, Medication Administration Training, and Manual handling training.

About the Role- Practice Lead

Berta Health Care Australia | Part-Time We are seeking an experienced Practice Lead – Incident Management to provide specialist leadership and oversight across incident management, safeguarding, compliance and continuous improvement.

Reporting to the Operations Manager, this role will play an important part in ensuring incidents are identified, reported, investigated and managed effectively in line with the NDIS Practice Standards, NDIS Code of Conduct and Reportable Incident requirements.

About the Role

As Practice Lead – Incident Management, you will provide expert guidance across the organisation, supporting operational teams to strengthen participant safety, regulatory compliance and quality of service. You will act as a key escalation point for serious and reportable incidents, lead complex investigations, identify emerging risks and ensure learnings from incidents translate into meaningful improvements across the organisation.

Key Responsibilities

- Lead and support the effective management of incidents, including serious and reportable incidents.
- Provide specialist advice on incident classification, risk assessment, safeguarding and escalation.
- Lead and oversee incident investigations,



including Root Cause Analysis where required.
- Support NDIS reportable incident notifications and regulatory requirements.
- Monitor incident trends, emerging risks and recurring issues.
- Develop and monitor corrective and preventative actions.
- Maintain accurate, compliant and audit-ready incident documentation.
- Support internal and external audits and regulatory reviews.
- Monitor incidents involving restrictive practices and safeguarding concerns.
- Develop and improve incident management policies, procedures and systems.
- Prepare incident reports, dashboards and trend analysis for leadership.
- Provide coaching and training to strengthen staff capability in incident reporting and safeguarding.
- Work collaboratively with participants, families, operational teams, behaviour support practitioners and other stakeholders.
- Promote a culture of transparency, accountability, learning and continuous improvement.

About You

We are looking for an experienced professional with a strong background in NDIS incident management, safeguarding, quality, compliance, risk or clinical governance.

You will ideally bring

- Strong knowledge of NDIS Practice Standards and Quality Indicators.
- Strong understanding of NDIS Incident Management and Reportable Incident requirements.
- Experience managing serious and reportable incidents.
- Experience leading complex investigations and corrective actions.
- Knowledge of safeguarding, duty of care and restrictive practice requirements.
- Strong analytical, problem-solving and risk assessment skills.
- Excellent written communication and report-writing capabilities.
- Confidence working with operational leaders and providing specialist advice.
- The ability to remain professional, objective and composed when managing sensitive or high-risk matters.

A tertiary qualification in Social Work, Psychology, Human Services, Health, Law, Risk Management, Governance or a related discipline is highly regarded, along with formal training in Root Cause Analysis or investigation methodologies.

Mandatory Requirements

The successful applicant will be required to maintain relevant employment and compliance checks, including:

- NDIS Worker Screening Clearance
- Working with Children Check
- National Police Check
- Current First Aid and CPR
- NDIS Worker Orientation Module
- Valid Australian working rights
- Current driver's licence

Why Join Us?

This is an opportunity to take on a specialist leadership role with genuine influence over participant safety, organisational practice and service quality. You will work closely with operational and practice leadership to strengthen safeguarding systems, improve incident responses and embed learnings across the organisation. If you are passionate about participant safety, safeguarding, quality and continuous improvement and have the confidence to lead complex incident management matters, we would love to hear from you.

📌 Multiple Roles- Operations Manager + Practice Lead (Laverton North)
🏢 Berta Healthcare Services
📍 Laverton North