Job Description

Melbourne, VIC | Work From Home + Client/Stakeholder Visits

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Full-Time | Monday to Friday

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About the Role

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Estate Community Care is seeking a confident, organised and people-focused Client & Operations Lead to work closely with our Director and support the day-to-day operation of our growing disability support organisation.

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This is not a purely administrative role, and it is not a purely clinical role.

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We are looking for someone who enjoys working with people, can build genuine relationships, takes ownership of problems and has the ability to make sure things actually get done.

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You will become an important point of contact for our clients, families, staff and external stakeholders while also helping oversee the operational side of the organisation.

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The position is primarily work from home, with regular travel across Melbourne for client visits, new intakes, meetings and stakeholder engagement.

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You will report directly to the Director.

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What You'll Be Doing

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Client Relationships & Intake

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- Build strong ongoing relationships with clients and their families.
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- Attend client visits, reviews, meetings and meet-and-greets.
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- Coordinate and attend new participant intakes.
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- Respond professionally to client concerns and ensure issues are followed through to resolution.
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- Maintain regular contact with clients and identify opportunities to improve their experience with ECC.
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- Support smooth commencement and transition of new services.
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Stakeholder & Referral Relationships

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- Develop and maintain relationships with Support Coordinators, hospitals, social workers, LACs, SDA providers, allied health professionals and other community stakeholders.
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- Represent Estate Community Care professionally at meetings and networking opportunities.
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- Respond promptly to new referral enquiries.
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- Follow potential referrals from initial enquiry through to intake and service commencement.
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- Maintain existing stakeholder relationships and develop new connections across Melbourne.
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Operations & Team Coordination

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- Work closely with the Director to oversee day-to-day operational priorities.
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- Coordinate and follow up tasks allocated to administration, HR, operations and other relevant team members.
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- Make sure agreed actions are completed rather than simply passed on.
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- Monitor outstanding participant documentation,



staff documentation, training and operational requirements.
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- Assist with participant and staff file audits and follow up identified gaps.
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- Help ensure assessments, documentation and operational actions are completed within required timeframes.
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- Support recruitment and staff onboarding when required, including during periods of leave or increased recruitment activity.
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- Assist with staff issues and operational problem-solving.
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- Escalate significant clinical, safeguarding, regulatory or business matters to the appropriate person.
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- Provide the Director with clear updates on important operational issues, outstanding actions and emerging risks.
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Clinical decisions will remain with appropriately qualified clinical staff. You do not need to be a nurse to succeed in this position.

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Who We're Looking For

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We are more interested in finding the right person than someone with a perfect CV.

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You may already have experience in disability or NDIS services, or you may come from healthcare, community services, aged care, medical administration, client services, recruitment, coordination or another people-focused environment.

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You could also be an experienced support worker, team leader, Enrolled Nurse or Registered Nurse looking to move into a client-facing operational leadership role.

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NDIS experience is desirable but not essential. Training and support will be provided to the right candidate.

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ENs and RNs are encouraged to apply, but nursing registration is not a requirement for this position.

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What Matters to Us

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We're looking for someone who:

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- Communicates confidently and professionally with different types of people.
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- Builds relationships naturally.
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- Is organised and can manage competing priorities.
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- Takes ownership rather than waiting to be repeatedly reminded.
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- Can receive an instruction, work out the next steps and follow it through to completion.
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- Is comfortable asking questions and finding information when they don't know something.
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- Can delegate and follow up work with other team members.
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- Has good judgement and knows when something needs to be escalated.
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- Can deal calmly and professionally with complaints or difficult conversations.
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- Has robust written and verbal communication skills.
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- Is comfortable working independently from home.
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- Is willing to travel throughout Greater Melbourne for client and stakeholder meetings.
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- Wants to learn, develop and progressively take on greater responsibility.
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Working Arrangement

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This is a full-time position, primarily Monday to Friday during normal business hours.

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The role is predominantly work from home, combined with client visits, stakeholder meetings, new intakes and other field-based activities across Melbourne.

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The successful candidate will work closely with the Director but will be expected to progressively develop the confidence and knowledge to manage routine operational matters independently.

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Why Join Estate Community Care?

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This is an opportunity for someone who wants more than a routine administrative position.

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You will work directly with the Director and receive hands-on training across client management, disability services, stakeholder relationships, operations, compliance and business management.

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For the right person, there is significant opportunity to grow with the organisation and progressively take greater responsibility for day-to-day operations.

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We offer:

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- Competitive salary based on experience and capability.
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- Superannuation.
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- Predominantly work-from-home arrangement.
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- Autonomy to manage your work and responsibilities.
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- Direct mentoring and support from senior management.
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- Exposure to multiple areas of a growing disability services organisation.
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- Genuine opportunity for long-term career progression.
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Experience

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Experience in healthcare, disability, community services, client services, administration, coordination, team leadership or a related environment will be highly regarded.

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However, candidates with strong transferable skills and the right attitude are encouraged to apply even if they have not previously worked in the NDIS sector.

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Most importantly, we're looking for someone who can think, communicate, take ownership and get things done.

📌 Client & Operations Lead- NDIS (Victoria)
🏢 Estate Community Care
📍 Victoria