Organisation: Fivestar Community Care Pty Ltd

Location: Underwood, Brisbane QLD

Employment Type: Permanent Part Time

Reports To: Managing Director

Industry: NDIS and Disability Services

Remuneration: $58 to $65 per hour plus superannuation

Position Purpose The Operations Manager is responsible for overseeing the day to day operations and quality of service delivery across Fivestar Community Care’s disability services.

The role provides leadership across participant services, staff management, service coordination, compliance, participant intake, complaints and incidents, stakeholder engagement, recruitment, referrals, financial performance and service development. The position also plays an significant role in developing and strengthening Fivestar’s services, including Supported Independent Living, community participation, personal support, in home assistance and other NDIS supports. Working closely with the Directors, the Operations Manager will ensure services are delivered safely, efficiently and in accordance with the NDIS Practice Standards, organisational policies and participant needs.

Key Responsibilities

- Oversee the day to day operation of Fivestar’s NDIS disability services
- Ensure participants receive safe, reliable, person centred and high quality supports
- Manage participant services and maintain regular communication with participants, families, nominees and other stakeholders
- Respond to participant concerns and ensure matters are followed through to resolution
- Manage new participant enquiries, intake, assessments, onboarding and commencement of services
- Coordinate service agreements, schedules of support, participant documentation and service commencement requirements
- Generate and follow up participant referrals from Support Coordinators, families, health professionals and other organisations
- Build and maintain professional relationships with Support Coordinators, Plan Managers, allied health professionals, hospitals, community organisations and referral partners
- Support the continued growth and utilisation of Fivestar’s services
- Lead the development, delivery and occupancy of Supported Independent Living services
- Support the ongoing development of community participation, personal support, in home assistance and group based services
- Identify appropriate opportunities for new services, partnerships and organisational development
- Monitor the quality, consistency and financial sustainability of service delivery
- Oversee workforce planning, employee availability, rostering and coverage of participant supports
- Support recruitment, interviewing, onboarding and retention of disability support workers and operational employees
- Provide employee supervision, training, coaching, performance reviews and performance management
- Address employee performance or conduct concerns professionally and promptly
- Ensure employees understand participant support requirements, organisational expectations and relevant policies and procedures
- Monitor employee attendance, timesheets, progress notes, incident reports and other required documentation
- Oversee participant complaints, incidents, feedback,



safeguarding matters and service concerns
- Ensure incidents and complaints are appropriately documented, investigated, followed up and escalated where required
- Ensure compliance with the NDIS Practice Standards and relevant organisational, legislative and regulatory requirements
- Support internal audits, external audits, NDIS registration processes and continuous quality improvement activities
- Monitor participant files, employee records and operational documentation to ensure required records are accurate and current
- Identify operational, participant and organisational risks and escalate significant matters to the Directors
- Participate in participant, family, stakeholder and employee meetings where required
- Develop and improve organisational systems, processes, policies and procedures
- Manage operational budgets, financial planning, financial reporting and resource allocation
- Monitor participant funding, service utilisation, staffing expenditure and overall operational performance
- Use operational and financial information to identify service gaps, risks and opportunities for improvement
- Provide leadership and guidance to operational and support employees
- Promote a professional, respectful and accountable workplace culture
- Provide regular updates to the Directors regarding service delivery, staffing, participant concerns, incidents, complaints, referrals, financial performance and operational risks
- Undertake other reasonable duties related to the position as directed by the Directors

Key Relationships The Operations Manager will work closely with the Directors, administrative employees, disability support workers, participants and their families, Support Coordinators, Plan Managers, allied health professionals,community organisations, auditors, consultants and other external stakeholders.

Essential Experience and Skills The successful candidate will have demonstrated experience within the Australian disability, NDIS, community services or a related sector.

They will possess strong knowledge of NDIS service delivery and a sound understanding of the NDIS Practice Standards, participant rights, incident management, complaints management, safeguarding and person centred practice.

Previous experience in a position such as Operations Manager, Service Delivery Manager, Client Services Manager, Disability Services Manager, Service Coordinator or a comparable leadership role is highly desirable.

The candidate must demonstrate experience managing employees, participant services and operational responsibilities. They must also possess strong leadership, communication, organisational, problem solving and decision making skills.

The successful candidate will be capable of managing multiple priorities with limited supervision and will be confident communicating with participants, families,



Support Coordinators, employees and external professionals.

Experience developing referral relationships, generating participant enquiries and supporting service growth is essential.

Strong financial and commercial awareness, including experience with budgets, financial reporting, resource planning and sustainable service delivery, is also required.

Highly Regarded Experience

Experience with Supported Independent Living, community participation, participant intake, NDIS compliance, audits, complaints and incident management, recruitment, staff performance management, referral development, stakeholder engagement, workforce planning and service development will be highly regarded.

Qualifications and Requirements A relevant tertiary qualification in disability, community services, health, business management, social work or a related field will be highly regarded.

The successful applicant must hold or be willing to obtain all employment clearances relevant to the position, including a current NDIS Worker Screening Clearance, National Police Check, current driver licence, appropriate working rights in Australia and any other mandatory checks or training applicable to the role.

Key Performance Expectations

Performance in the position will be assessed against areas including service quality, participant satisfaction, participant acquisition, referral development, additional service hours, participant onboarding, complaint and incident follow up, employee performance, roster stability, compliance, Supported Independent Living occupancy, stakeholder relationships, documentation standards, financial performance and overall operational effectiveness.

Personal Attributes

We are looking for someone who is proactive, accountable, organised, commercially aware and solution focused.

The successful candidate will be comfortable taking ownership of responsibilities, identifying problems and following matters through to completion without requiring ongoing direction.

They must be able to balance participant wellbeing, employee needs, compliance responsibilities, financial sustainability and the operational priorities of the organisation while maintaining professional and ethical standards.

The role requires someone who brings initiative, positive energy and practical ideas while remaining focused on implementation and measurable outcomes.

Apply Now

If you are an experienced NDIS operations person with strong leadership capabilities and a commitment to delivering high quality disability services, we would welcome your application.

Please submit your résumé and cover letter outlining your relevant experience and suitability for the position to [email protected].

About Fivestar Community Care

Fivestar Community Care is a registered NDIS provider based in Underwood, Brisbane.

We provide personal support, in home assistance, community participation, transport support, group based services and Supported Independent Living.

We are committed to providing safe, reliable and person centred supports that promote choice, independence, dignity and meaningful community participation.

📌 OPERATIONS MANAGER NDIS (Brisbane)
🏢 Fivestar Community Care
📍 Brisbane