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 career 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).
Strong 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