Team Leader – Client Engagement & Quality

The Team Leader – Client Engagement & Quality will work under the general direction of the Manager of Operations, in providing a high standard of client care and engagement, and will assist in upholding and maintaining compliance to the policies and procedures of EmpowerAbility FNQ. The position assists with new client intake and onboarding, the development and ongoing monitoring of Care Plans, Risk Assessments and Service Agreements, as well as the ongoing monitoring of client satisfaction. Working under the direction of the Manager of Operations, the Team Leader – Client Engagement & Quality assists in ensuring all direct support services delivered, meet industry standards, NDIS standards, the policies and procedures of EmpowerAbility FNQ, and aligns with the goals and values of the client.

We are seeking a reliable and flexible team member with availability across a minimum of three days per week. The role will commence on a casual basis, with the potential for part-time employment for the right person.

Key responsibilities

Assist with the implementation of onboarding all recent clients and obtain client consent and gather all relevant and necessary documents in preparation for all necessary compliance requirements.

Assist in the development and presentation of all necessary onboarding documentation, including but not limited to the Care Plan, Risk Assessment and Service Agreements.

Assist with the ongoing monitoring of client documentation for relevance, accuracy and compliance, informing the team and Operations Manager of any discrepancies.

Assist with the co-ordination of clients,



internal support teams, and relevant stakeholders, to ensure supports delivered continue to remain suitable and tailored to the needs of each client.

Maintain regular contact with clients and their representatives and assist in client service reviews and client satisfaction monitoring.

Co-ordinate and assist responses to client feedback, complaints, and service-related concerns, and assist in corrective actions, when required.

Work closely with the Team Leader – Scheduling & Staffing, to assist in ensuring staff placement aligns with client needs and goals, including complex supports and urgent coverage.

Assist in monitoring staff performance during shifts and initiate the provision of guidance to staff regarding day-to-day work challenges.

Assist in periodic internal audits of client files, ensuring compliance with relevant industry standards, NDIS standards, and the policies and procedures of EmpowerAbility FNQ.

Be available during on-call periods to perform remote work and/or cover support shifts at short notice, when required.

About you

Minimum Cert III in Aged Care, Disability or related field

Minimum 2 years' experience in a scheduling, rostering, or coordination role

Sound knowledge of NDIS standards, compliance,



and person-centred practises

A high level of proficiency using all Microsoft Office applications, and experience with CRM software and workforce management tools

Excellent communication and interpersonal skills, with the ability to work with people from diverse backgrounds

Strong administration and decision-making skills, with the ability to multi-task

Basic knowledge of the principles of human resource management

Valid Queensland Drivers Licence and a reliable, suitable vehicle with comprehensive car insurance

NDIS Worker Screening Check (Yellow Card) and Working with Children Card (Blue Card)

Current First Aid and CPR (or willingness to obtain), Medication competency (or willingness to obtain), and all four NDIS Commission worker modules

About us

EmpowerAbility FNQ is committed to supporting individuals in our community who live with a disability and receive funding through the Australian Government's National Disability Insurance Scheme (NDIS) or children living in Kinship or Foster Care environments. Our vision is for the people we support to have the same opportunities as all Australians and to be empowered to live life on their own terms. We achieve this by working closely with each person to develop personalised supports that foster connection, promote inclusion, and empower them throughout all stages of life. Guided by our values - respect, compassion, teamwork, honesty, communication, and accountability, we strive to create an environment where everyone can thrive within their community.

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📌 Team Leader – Client Engagement & Quality (Cairns North)
🏢 EmpowerAbility FNQ
📍 Cairns North