Job Description
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 robust standards of compliance, governance, safeguarding and service quality.
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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.
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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.
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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.
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The role works closely with Disability Support Workers, House Leads, families, Support Coordinators, allied health professionals and Hogan Care's compliance and management teams.
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Attending participant Care team meeting (CTM) and building rapport with allied health professionals
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Key Information
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Reports To: Operations Manager
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Employment Type: Full-time
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Location: Office-based, with attendance at SIL homes as required
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Key Responsibilities
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1. Participant and Service Coordination
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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.
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Ensure support plans and clinical documents are up to date with all participants.
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Maintain regular communication with participants, families, nominees, Support Coordinators and other key stakeholders.
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Coordinate participant appointments, reviews, community participation activities and other service requirements.
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Ensure participant files, daily notes, support documentation and relevant health information are accurate, complete and maintained within Hogan Care's NDIS management systems.
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Coordinate participant intake and transition processes for new participants entering SIL services.
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Identify changes in participant needs and ensure these are appropriately escalated and communicated to relevant stakeholders.
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2. Allied Health and Complex Support Coordination
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Liaise with allied health professionals including Occupational Therapists, Physiotherapists, Speech Pathologists, Behaviour Support Practitioners and other relevant clinicians.
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Coordinate the implementation of participant clinical, health and high-intensity support requirements within the SIL environment.
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Ensure current behaviour support plans, mealtime management plans, health management plans and other participant-specific instructions are available to relevant workers and implemented correctly.
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Translate professional recommendations into clear operational instructions and daily support practices for Disability Support Workers.
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Ensure workers delivering complex or high-intensity supports have the required training and competencies.
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Monitor medication management processes and escalate medication incidents, discrepancies or clinical concerns in accordance with organisational procedures.




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3. Rostering and Workforce Management
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Oversee and monitor staff rosters to ensure appropriate coverage across SIL homes and alignment with participant support requirements and funded service delivery.
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Oversee and manage shift vacancies, staff leave, unplanned absences and emergency call-outs.
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Minimise unnecessary overtime and reliance on external agency staff while maintaining safe service delivery.
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Review rostered hours against actual service delivery and identify discrepancies or emerging staffing issues.
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Verify staff timesheets against approved rosters prior to payroll processing.
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Ensure rosters are developed in accordance with current SCHADS Award requirements, including applicable penalty rates, sleepovers, breaks and minimum engagement requirements.
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4. Financial and Funding Accountability
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Monitor delivered and rostered support hours against participant funding and approved service arrangements.
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Identify and elevate potential over-servicing, under-utilisation or discrepancies between funded and delivered supports.
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Work with management and finance to ensure services delivered are accurately recorded and capable of being billed.
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Provide accurate service delivery and billing validation information to the finance team for NDIS claims processing.
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Monitor agreed household operational expenditure, including petty cash and other house-related expenses.
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Support efficient use of organisational and participant resources while maintaining service quality.
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5. Risk, Incident and Compliance Management
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Ensure SIL homes operate in accordance with organisational policies, NDIS Practice Standards, infection control requirements and applicable workplace health and safety requirements.
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Review incidents arising within assigned services and ensure appropriate immediate actions and follow-up occur.
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Escalate reportable or significant incidents to the Compliance, Risk and Policy Manager in accordance with Hogan Care's incident management procedures.
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Ensure corrective actions arising from incidents are implemented within SIL services.
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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.
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Identify operational and participant risks and elevate material risks to senior management.
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6. Staff Supervision and Development
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Provide day-to-day leadership and operational supervision to Disability Support Workers and House Leads.
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Conduct regular performance discussions, coaching and feedback with staff.
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Address operational performance or conduct concerns in conjunction with HR and senior management where required.
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Conduct regular house and team meetings to communicate participant needs, operational changes, policy updates and service priorities.
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Ensure workers maintain required mandatory credentials, training and competencies,



including NDIS Worker Screening, First Aid, CPR and participant‐specific training.
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Promote a positive workplace culture focused on participant rights, dignity, safety, accountability and continuous improvement.
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Key Performance Indicators
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Participant Service Quality: Participant supports are delivered in accordance with individual plans, documented requirements and agreed service arrangements.
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Documentation: Participant and service records remain accurate, current and complete, with identified documentation gaps addressed promptly.
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Roster Coverage: Maintain safe and appropriate staffing coverage across all assigned SIL services.
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Roster Efficiency: Minimise avoidable overtime, agency use and unbillable staffing costs against agreed organisational targets.
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Funding Utilisation: Delivered supports remain appropriately aligned with participant funding and approved service arrangements.
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Incident Management: Incidents are reviewed, escalated and actioned within required organisational and regulatory timeframes.
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Workforce Compliance: Mandatory worker credentials, training and participant‐specific competencies remain current.
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Stakeholder Communication: Participant, family and stakeholder concerns are acknowledged and addressed promptly and professionally.
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PRODA Reporting: 24 hour or 5 day commission reporting.
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Selection Criteria
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SIL Operational Experience: Minimum 2–3 years' experience in a senior operational or coordination role within NDIS Supported Independent Living services.
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Support Coordination Experience: Demonstrated experience working within NDIS Support Coordination or closely coordinating with Support Coordinators and participant support networks.
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Participant and Case Management: Strong experience coordinating participant supports, maintaining service records and responding to changing participant needs.
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Complex Support Experience: Experience working with participants with complex support requirements, including coordination with allied health professionals and Behaviour Support Practitioners.
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Rostering and Workforce Management: Demonstrated experience managing staff rosters, shift coverage, leave and workforce allocation within a 24/7 service environment.
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NDIS Knowledge: Strong working knowledge of NDIS service delivery requirements, SIL services and the responsibilities of registered NDIS providers.
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SCHADS Award Knowledge: Current working knowledge of the SCHADS Award, including rostering, overtime, penalty rates, sleepovers and break requirements.
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Leadership: Demonstrated ability to supervise, support and hold frontline teams accountable for service quality and operational standards.
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Communication: Strong written and verbal communication skills and the ability to work effectively with participants, families, staff and external professionals.
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Certificate IV, Diploma or tertiary qualification in Disability, Mental Health, Community Services, Nursing, Healthcare Administration, Management or a related field.
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Previous experience managing multiple SIL homes or geographically dispersed support teams.
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Experience supporting participants with high-intensity supports, behaviour support plans or regulated restrictive practices.
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Experience using NDIS client management and workforce rostering systems such as Shift Care and ZOHO.

📌 Senior Sil Operations Coordinator (Victoria)
🏢 Hogan Care
📍 Victoria