Hogan Care is a registered NDIS provider delivering dedicated in-home, community and Supported Independent Living (SIL) services. We are committed to delivering high-quality, person-centred support while maintaining strong standards of compliance, governance, safeguarding and service quality.

The Senior Supported Independent Living (SIL) Operations Coordinator is responsible for the day-to-day operational delivery of services across assigned SIL homes, including participant support coordination, workforce management, rostering and service quality.

The role ensures participants receive safe, high-quality and person-centred supports in accordance with their NDIS plans, assessed support needs, agreed service arrangements and funded supports.

The Senior SIL Operations Coordinator is responsible for overseeing appropriate staffing coverage, effective communication between participants and their support networks, accurate service records, and efficient use of available participant funding.

The role works closely with Disability Support Workers, House Leads, families, Support Coordinators, allied health professionals and Hogan Care's compliance and management teams.

Attending participant Care team meeting (CTM) and building rapport with allied health professionals

Key Information

Reports To: Operations Manager

Employment Type: Full-time

Location: Office-based, with attendance at SIL homes as required

Key Responsibilities

1. Participant and Service Coordination

Oversee the day-to-day delivery of supports for participants across assigned SIL homes, ensuring their individual goals, preferences, choices and wellbeing remain central to service delivery.

Ensure support plans and clinical documents are up to date with all participants.

Maintain regular communication with participants, families, nominees, Support Coordinators and other key stakeholders.

Coordinate participant appointments, reviews, community participation activities and other service requirements.

Ensure participant files, daily notes, support documentation and relevant health information are accurate, complete and maintained within Hogan Care's NDIS management systems.

Coordinate participant intake and transition processes for new participants entering SIL services.

Identify changes in participant needs and ensure these are appropriately escalated and communicated to relevant stakeholders.

2. Allied Health and Complex Support Coordination

Liaise with allied health professionals including Occupational Therapists, Physiotherapists, Speech Pathologists, Behaviour Support Practitioners and other relevant clinicians.

Coordinate the implementation of participant clinical, health and high-intensity support requirements within the SIL environment.

Ensure current behaviour support plans, mealtime management plans, health management plans and other participant-specific instructions are available to relevant workers and implemented correctly.

Translate professional recommendations into clear operational instructions and daily support practices for Disability Support Workers.

Ensure workers delivering complex or high-intensity supports have the required training and competencies.

Monitor medication management processes and escalate medication incidents, discrepancies or clinical concerns in accordance with organisational procedures.

3.



Rostering and Workforce Management

Oversee and monitor staff rosters to ensure appropriate coverage across SIL homes and alignment with participant support requirements and funded service delivery.

Oversee and manage shift vacancies, staff leave, unplanned absences and emergency call-outs.

Minimise unnecessary overtime and reliance on external agency staff while maintaining safe service delivery.

Review rostered hours against actual service delivery and identify discrepancies or emerging staffing issues.

Verify staff timesheets against approved rosters prior to payroll processing.

Ensure rosters are developed in accordance with current SCHADS Award requirements, including applicable penalty rates, sleepovers, breaks and minimum engagement requirements.

4. Financial and Funding Accountability

Monitor delivered and rostered support hours against participant funding and approved service arrangements.

Identify and elevate potential over-servicing, under-utilisation or discrepancies between funded and delivered supports.

Work with management and finance to ensure services delivered are accurately recorded and capable of being billed.

Provide accurate service delivery and billing validation information to the finance team for NDIS claims processing.

Monitor agreed household operational expenditure, including petty cash and other house-related expenses.

Support efficient use of organisational and participant resources while maintaining service quality.

5. Risk, Incident and Compliance Management

Ensure SIL homes operate in accordance with organisational policies, NDIS Practice Standards, infection control requirements and applicable workplace health and safety requirements.

Review incidents arising within assigned services and ensure appropriate immediate actions and follow-up occur.

Escalate reportable or significant incidents to the Compliance, Risk and Policy Manager in accordance with Hogan Care's incident management procedures.

Ensure corrective actions arising from incidents are implemented within SIL services.

Where behaviour support plans or regulated restrictive practices apply, ensure workers follow approved plans and organisational procedures and immediately elevate any unauthorised or potentially non‑compliant practice.

Identify operational and participant risks and elevate material risks to senior management.

6. Staff Supervision and Development

Provide day-to-day leadership and operational supervision to Disability Support Workers and House Leads.

Conduct regular performance discussions, coaching and feedback with staff.

Address operational performance or conduct concerns in conjunction with HR and senior management where required.

Conduct regular house and team meetings to communicate participant needs, operational changes, policy updates and service priorities.

Ensure workers maintain required mandatory credentials, training and competencies, including NDIS Worker Screening,



First Aid, CPR and participant‑specific training.

Promote a positive workplace culture focused on participant rights, dignity, safety, accountability and continuous improvement.

Key Performance Indicators

Participant Service Quality: Participant supports are delivered in accordance with individual plans, documented requirements and agreed service arrangements.

Documentation: Participant and service records remain accurate, current and complete, with identified documentation gaps addressed promptly.

Roster Coverage: Maintain protected and appropriate staffing coverage across all assigned SIL services.

Roster Efficiency: Minimise avoidable overtime, agency use and unbillable staffing costs against agreed organisational targets.

Funding Utilisation: Delivered supports remain appropriately aligned with participant funding and approved service arrangements.

Incident Management: Incidents are reviewed, escalated and actioned within required organisational and regulatory timeframes.

Workforce Compliance: Mandatory worker credentials, training and participant‑specific competencies remain current.

Stakeholder Communication: Participant, family and stakeholder concerns are acknowledged and addressed promptly and professionally.

PRODA Reporting: 24 hour or 5 day commission reporting.

Selection Criteria

SIL Operational Experience: Minimum 2–3 years' experience in a senior operational or coordination role within NDIS Supported Independent Living services.

Support Coordination Experience: Demonstrated experience working within NDIS Support Coordination or closely coordinating with Support Coordinators and participant support networks.

Participant and Case Management: Strong experience coordinating participant supports, maintaining service records and responding to changing participant needs.

Complex Support Experience: Experience working with participants with complex support requirements, including coordination with allied health professionals and Behaviour Support Practitioners.

Rostering and Workforce Management: Demonstrated experience managing staff rosters, shift coverage, leave and workforce allocation within a 24/7 service environment.

NDIS Knowledge: Strong working knowledge of NDIS service delivery requirements, SIL services and the responsibilities of registered NDIS providers.

SCHADS Award Knowledge: Current working knowledge of the SCHADS Award, including rostering, overtime, penalty rates, sleepovers and break requirements.

Leadership: Demonstrated ability to supervise, support and hold frontline teams accountable for service quality and operational standards.

Communication: Strong written and verbal communication skills and the ability to work effectively with participants, families, staff and external professionals.

Certificate IV, Diploma or tertiary qualification in Disability, Mental Health, Community Services, Nursing, Healthcare Administration, Management or a related field.

Previous experience managing multiple SIL homes or geographically dispersed support teams.

Experience supporting participants with high-intensity supports, behaviour support plans or regulated restrictive practices.

Experience using NDIS client management and workforce rostering systems such as Shift Care and ZOHO.

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📌 Senior SIL Operations Coordinator (Melbourne)
🏢 Hogan Care
📍 Melbourne