About the role

SA Metro Care is seeking an experienced and motivated Service Coordinator to join our team.

The Service Coordinator plays a key leadership role in coordinating high quality, person centred disability services and is responsible for the day to day management of an allocated portfolio of participants.

You will work closely with participants, families, guardians, Support Workers, Support Coordinators, Behaviour Support Practitioners, allied health professionals and other stakeholders to ensure supports are safe, consistent, responsive and aligned with each person's individual goals, preferences and needs.

This is a hands on role combining participant service coordination, staff supervision, documentation management, risk management, stakeholder engagement, compliance and quality oversight.

You will need strong organisational skills, sound judgement and the ability to take ownership of matters within your participant portfolio and follow them through to resolution.

Key responsibilities

Participant and service coordination

• Manage the day to day service delivery for an allocated portfolio of participants.

- Act as a key point of contact for participants, families, guardians and relevant stakeholders regarding service delivery.
- Maintain regular contact with participants and monitor their supports, goals, preferences, risks and changing needs.
- Coordinate and review supports to ensure they remain person centred and responsive to each participant.
- Conduct regular participant and service reviews and ensure identified actions are followed through.
- Support participant on-boarding, service commencement, transitions and changes in support arrangements.
- Conduct regular site reviews, including within Supported Independent Living environments.
- Work collaboratively with rostering to support appropriate staff matching, continuity of support and participant needs.

Participant documentation

• Take responsibility for ensuring documentation for participants within the allocated portfolio is accurate, current and complete.
- Develop, review and maintain Individual Support Plans, Participant Profiles, Risk Assessments, Emergency and Disaster Management Plans and other relevant participant documentation.
- Ensure participant documentation accurately reflects each person's current needs, preferences, risks, goals and support strategies.
- Review and update documentation following changes in participant circumstances, incidents, stakeholder recommendations, assessments or identified risks.
- Monitor the quality and accuracy of progress notes, case notes and other participant records and follow up identified gaps.
- Maintain accurate, timely and confidential participant information across relevant organisational systems.

Staff leadership and support

• Supervise Support Workers to ensure safe, effective, respectful and person centred service delivery.
- Provide ongoing supervision, mentoring, coaching and performance feedback.
- Conduct employee check ins and contribute to annual performance reviews and individual training and development plans.
- Conduct and participate in team meetings to support communication, shared learning and consistent practice.
- Ensure Support Workers understand participant Support Plans, Risk Assessments, Behaviour Support Plans, health related information and other relevant support strategies.




- Identify staff training or competency needs and ensure these are communicated and addressed.
- Provide guidance to frontline staff regarding participant support matters and service delivery expectations.

Incidents, risk and safeguarding

• Respond appropriately to incidents, risks and safeguarding concerns.
- Review Incident Reports and ABC Reports and ensure appropriate follow up actions are completed.
- Conduct staff debriefs following incidents where required.
- Identify emerging risks, patterns or changes in participant needs and ensure these are appropriately addressed and escalated.
- Support incident investigations, corrective actions and continuous improvement activities.
- Work collaboratively with Behaviour Support Practitioners and other professionals regarding behaviour support strategies.
- Support the implementation and monitoring of Behaviour Support Plans, maintain a sound understanding of regulated restrictive practice requirements, and identify and appropriately escalate any concerns or potential unauthorised restrictive practices in accordance with organisational procedures.
- Ensure participant risks, incidents, safeguarding concerns and associated actions are appropriately documented and followed through to completion.

Stakeholder engagement

• Build and maintain respectful and professional relationships with participants, families and guardians.
- Liaise with Support Coordinators, Behaviour Support Practitioners, allied health professionals, health services and other stakeholders.
- Participate in stakeholder meetings, participant reviews and service planning as required.
- Communicate changes, risks and relevant service information appropriately and in a timely manner.

Quality and compliance

• Ensure services within the allocated portfolio comply with the NDIS Practice Standards, NDIS Code of Conduct, relevant NDIS Commission requirements, organisational policies and applicable legislative and regulatory requirements.
- Maintain a sound and current working knowledge of NDIS requirements relevant to service delivery.
- Assist with internal and external audits and ensure required documentation is maintained to an appropriate standard.
- Participate in quality reviews, corrective actions and continuous improvement activities.
- Support a culture of accountability, safeguarding, participant choice and continuous improvement.

About you

We are looking for someone who is organised, approachable and confident managing an allocated participant portfolio while maintaining strong relationships with participants, staff and stakeholders.

You will bring

- Diploma or Certificate IV in Community Services or a related field (mandatory).
- Bachelor's degree in Community Services, Human Services, Social Work or a related discipline (desirable).
- Demonstrated experience working within disability services, including supporting people with complex support needs.
- Sound and current working knowledge of the NDIS Practice Standards, NDIS Code of Conduct and relevant NDIS Commission requirements.
- Demonstrated experience managing or coordinating a participant caseload or service portfolio.




- Strong experience developing, reviewing and maintaining participant documentation, including Support Plans, Participant Profiles and Risk Assessments.
- Experience with incident management, risk assessment and safeguarding.
- Experience supervising, mentoring or coordinating Support Workers.
- Experience within Supported Independent Living and complex community based supports will be highly regarded.
- Understanding of positive behaviour support and regulated restrictive practice requirements.
- Strong stakeholder engagement and relationship management skills.
- Excellent written and verbal communication skills.
- Strong documentation skills and attention to detail.
- Strong organisational and time management skills with the ability to manage competing priorities.
- Ability to work independently, exercise sound judgement and take ownership of matters through to resolution.
- A person centred, culturally responsive and respectful approach to service delivery.

Digital systems and information management

SA Metro Care operates in a digital working environment and the Service Coordinator will regularly work across multiple information management, workforce and communication systems.

You will require

- Strong digital literacy and confidence working across multiple systems.
- Sound working knowledge of Microsoft 365, including Outlook, Word, Excel and Microsoft Teams.
- Experience using cloud based document management and collaboration systems such as Dropbox.
- Experience with disability or care management platforms such as ShiftCare, including participant records, case notes and service information.
- Experience with workforce and HR management systems such as Employment Hero.
- Experience using electronic forms and workflow systems such as Snapforms.
- Ability to quickly learn new systems and follow established digital workflows.
- Strong understanding of privacy, confidentiality, information security and the appropriate handling of sensitive participant and employee information.

Experience with SA Metro Care's specific systems is highly regarded. However, experience with comparable platforms and a demonstrated ability to learn recent systems will also be considered.

Essential requirements

The successful applicant will be required to hold or obtain relevant clearances and employment requirements, including:
- NDIS Worker Screening Clearance.
- Working with Children Check where applicable.
- Current First Aid and CPR certification.
- Current Australian driver's licence.
- Appropriate Australian working rights.

About SA Metro Care

SA Metro Care is a registered NDIS provider supporting people with disability across Adelaide. We believe quality support starts with understanding the individual. We work alongside participants, families and their support networks to provide services that promote choice, independence, safety and meaningful participation in everyday life.

Our values of Respect, Care, Trust, Empathy and Empowerment guide how we support participants and how we work together as a team.

At SA Metro Care, we value people who communicate openly, take responsibility, support their colleagues and genuinely care about the quality of the services they provide.

As part of our team, you will work closely with an accessible management team and have the opportunity to contribute to the ongoing development and quality of our services.

"Above & Beyond"

📌 Service Coordinator (Salisbury)
🏢 SA Metro Care
📍 Salisbury