We’re looking for a proactive Service Delivery Officer (SDO) to join our team and play a key role in coordinating high-quality, participant-focused supports. This highly administrative role combines rostering coordination, participant engagement, and staff support, ensuring that services are delivered efficiently, compliantly, and with genuine care.

As a key connector between participants, support workers, and management, you’ll help shape a seamless service experience—where people feel supported, valued, and empowered.

What You’ll Do

Participant Coordination & Support

- Act as the first point of contact for participants—providing timely, professional, and compassionate communication.
- Maintain strong communication with participants, families, and other stakeholders to ensure satisfaction with service delivery.
- Ensure supports align with individual goals, NDIS plans, and best-practice principles

Workforce Scheduling

- Coordinate and manage daily rosters for Mental Health Key Workers and other support staff.
- Coordinate first sessions and ongoing bookings to ensure smooth service commencement and continuity.
- Match participants with suitable Key Workers based on skill, experience, and compatibility.
- Coordinate roster changes, cancellations, and re-allocations with minimal disruption.
- Keep accurate documentation, notes, and logs in line with organisational policy.

Team Engagement & Service Quality

- Conduct quarterly 1:1 check-ins with Key Workers to support wellbeing, performance, and professional development.
- Escalate incidents, risks, or concerns in accordance with policy and NDIS standards.
- Collaborate with internal teams, clinical providers,



and families to ensure integrated, high-quality service delivery.
- Support continuous improvement through feedback, data tracking, and compliance audits.

About You

Qualifications

- Certificate IV or higher in Community Services, Mental Health, Disability, or related field (or equivalent experience), not essential but highly regarded.

Experience

- Proven experience in service coordination, rostering, or operational service delivery (NDIS or community sector preferred).
- Solid understanding of NDIS Practice Standards, Code of Conduct, and participant rights.

Skills & Strengths

- Excellent communicator—professional, empathetic, and adaptable.
- Confident with technology, including rostering systems, CRMs, and Microsoft Office.
- Highly organised with strong attention to detail and follow-through.
- Problem-solver who can juggle competing priorities and stay calm under pressure.
- Collaborative mindset with a commitment to quality and participant outcomes.

Mandatory Requirements

- NDIS Worker Screening Check (or willingness to obtain)
- Working with Children Check (Employee – VIC)
- National Police Check (issued within past 12 months)
- Completion of the NDIS Worker Orientation Module

Why Join Us?

- Ongoing training & leadership development opportunities
- Supportive, values-driven team culture
- Opportunity to shape a growing organisation committed to real participant outcomes
- NOTE: This position is not classified as a hybrid role, and is based at our National Office in Cranbourne, VIC.

If you are passionate about making a difference and meet the above requirements, we would love to hear from you.

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📌 Service Delivery Officer (Melbourne)
🏢 Primacy Care Australia
📍 Melbourne