Inclusive Solutions Australia – Logan Central QLD

Inclusive Solutions Australia (ISA Group)
Logan Central, Brisbane QLD
Full-Time | $80,000–$85,000 + Super

Own Your Portfolio. Lead Your Team. Deliver Exceptional Service.

Inclusive Solutions Australia (ISA Group) is a growing NDIS provider delivering individualised disability supports across South East Queensland.

We are looking for an exceptional Participant Services Coordinator to take ownership of a portfolio of NDIS participants and the support teams delivering their services.

This is not a role for someone who needs to be told what to do next.

We are looking for someone who is highly organised, switched on, confident with people and exceptionally strong administratively. Someone who can look at a participant’s services, documentation, roster or funding and quickly understand what is happening, identify what needs attention and take responsibility for getting it sorted.

You’ll need solid practical knowledge of the NDIS, excellent customer service skills and the confidence to lead Disability Support Workers, communicate with participants and families, and work professionally with Support Coordinators, plan managers, guardians and allied health professionals.

You will report directly to our Service Manager and have genuine ownership of the day-to-day management and quality of services across your participant portfolio.

What You’ll Own

Your participants are not simply names on a caseload. You will be responsible for knowing their services, their goals, their support teams, their risks and what is happening around them.

Your responsibilities will include:

- Building strong, professional relationships with participants and delivering an exceptional participant experience

- Leading, coaching and providing clear direction to Disability Support Workers

- Understanding participant NDIS plans, funded supports and Service Agreements and ensuring services are being delivered appropriately

- Coordinating participant supports and ensuring services remain responsive to changing needs and goals

- Monitoring rosters, shift changes, clock-ins, cancellations and service delivery and investigating discrepancies

- Maintaining accurate and current participant documentation, including support plans, risk assessments, emergency plans and operational records

- Monitoring case notes, incidents, behaviour documentation and other participant records and following up gaps promptly

- Identifying emerging participant, staffing, safeguarding or service-delivery risks and escalating appropriately

- Coordinating participant appointments, meetings, reviews and agreed follow-up actions

- Liaising professionally with families, Support Coordinators, guardians, nominees, plan managers, allied health professionals and other stakeholders

- Contributing relevant information and evidence to participant reviews and planning processes

- Supporting the implementation of Behaviour Support Plans, allied health recommendations and participant strategies

- Monitoring the performance and conduct of support workers within your portfolio and addressing day-to-day issues early

- Coaching staff around documentation, professional boundaries, participant engagement and quality service delivery

- Keeping participant files, systems and records organised,



current and audit-ready

- Working closely with Operations, HR, Compliance, Finance and Participant Pathways to ensure participant services run smoothly

- Identifying gaps, inconsistencies and emerging problems — and taking ownership of resolving them.

We Are Looking for Someone Who Thinks

This role requires more than completing a task list.

We want someone who can think, investigate, prioritise and make sound decisions .

Before escalating a routine problem, you should naturally be someone who checks the participant record, looks at the roster, reviews previous correspondence, searches the relevant system, establishes the facts and considers the solution.

You won’t be expected to know everything.

You will be expected to know how to find things out.

You will know when something can be resolved within your role and when a genuine operational, safeguarding, HR or compliance matter needs to be escalated.

When something doesn’t look right, you don’t ignore it.

You investigate it.

Exceptional Administration Is Essential

This is a busy role involving multiple participants, support workers, stakeholders, systems, deadlines and competing priorities.

Strong administration and time management are therefore essential , not optional.

You will need to confidently manage your calendar and workload, maintain accurate records, meet deadlines and keep track of multiple actions without requiring repeated reminders.

Your day can change quickly.

A participant issue may arise. A worker may become unavailable. A stakeholder may need an answer. Documentation may be due. A roster may not look right. A participant meeting may need preparation.

We need someone who can reprioritise quickly without losing track of everything else.

Customer Service Matters

ISA is a service business.

Participants and stakeholders should feel that the person coordinating their services knows them, responds to them, and follows through.

We’re looking for someone warm and approachable who also has the confidence to have difficult conversations when required.

You should be able to communicate exceptionally well with participants, families and professionals while maintaining appropriate boundaries and representing ISA professionally.

A participant should never have to repeatedly chase you for something you’ve agreed to do.

You’ll Be Leading People Too

This isn’t purely a participant administration role.

You’ll provide day-to-day leadership to the Disability Support Workers delivering services across your portfolio.

That means setting expectations, communicating clearly, noticing when standards aren’t being met, providing feedback and direction, recognising excellent work and addressing problems rather than avoiding them.

You don’t need to have all the answers.

But you do need the confidence to lead .

The Person We’re Looking For

You’ll probably recognise yourself in this description.





You’re the person who:

- is exceptionally organised and naturally keeps on top of details

- has strong practical NDIS and NDIA knowledge

- can understand NDIS plans, funding, Service Agreements and provider responsibilities

- learns systems quickly and is confident working digitally

- communicates professionally and confidently with different stakeholders

- provides excellent customer service without losing professional boundaries

- can lead frontline staff with warmth, confidence and accountability

- writes clear, accurate and professional emails, reports and participant documentation

- notices inconsistencies other people miss

- investigates before asking someone else to solve the problem

- thinks quickly when circumstances change

- can distinguish urgent matters from important matters and routine matters

- takes ownership and follows things through to completion

- doesn’t need repeated reminders about outstanding actions

- remains calm and solutions-focused when things don’t go according to plan

- enjoys being part of a growing organisation where systems and services continue to develop.

What You’ll Bring

We are looking for demonstrated experience within the NDIS/disability-services environment and strong practical understanding of how participant supports operate.

Experience in NDIS participant services, service coordination, team leadership or a comparable disability-services role will be highly regarded.

Candidates from Support Coordination backgrounds are also encouraged to apply where they can demonstrate strong understanding of provider-side service delivery and confidence leading frontline staff.

You will ideally bring experience in staff supervision or coaching, participant risk and safeguarding, incident management, person-centred and trauma-informed practice, NDIS documentation and working across multiple digital systems.

Experience with ShiftCare, ELMO and Microsoft 365, or comparable systems, will be advantageous.

Relevant qualifications in Disability, Community Services, Mental Health or a related field are highly regarded.

You will also need to hold, or be able to obtain, the relevant worker screening and compliance requirements for the position.

Why ISA?

ISA is growing, and we’re deliberately strengthening the operational structure that supports that growth.

We want people who are excited by that.

You’ll be joining an organisation where good ideas are welcomed, strong performers are recognised and people are trusted to take genuine ownership of their work.

This position also provides an opportunity to contribute to how we continue to improve our systems, participant experience and service delivery as the organisation grows.

We’re not looking for someone who simply wants to maintain a caseload.

We’re looking for someone who wants to help us build an exceptional disability service.

If you’re intelligent, organised, confident with people, strong with systems and genuinely passionate about delivering great participant outcomes, we’d love to hear from you.

Salary: $80,000–$85,000 + super, commensurate with experience.

Inclusive Solutions Australia – supporting people to build independence, capability and meaningful lives.

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📌 Team Leader – Disability Services | NDIS (Brisbane City)
🏢 Inclusive Solutions Australia
📍 Brisbane City