Learn to Live Disability Services – Townsville QLD
The Client Services Officer is responsible for ensuring participants receive high-quality, person-centred supports while maintaining compliance with NDIS Practice Standards and Learn to Live's policies and procedures.
This role manages participant relationships from enquiry through to ongoing service delivery, ensuring documentation is current, services meet participant goals, and staff have the information required to provide exceptional support.
The Client Services Officer also provides leadership to support workers, assists with rostering where required, monitors quality and compliance, and works collaboratively with the Manager and Director.
Position Summary
The Client Services Officer is responsible for ensuring participants receive high-quality, person-centred supports while maintaining compliance with NDIS Practice Standards and Learn to Live's policies and procedures.
This role manages participant relationships from enquiry through to ongoing service delivery, ensuring documentation is current, services meet participant goals, and staff have the information required to provide exceptional support.
The Client Services Officer also provides leadership to support workers, assists with rostering where required, monitors quality and compliance, and works collaboratively with the Manager and Director.
Key Responsibilities
Participant Management
- Manage a portfolio of participants.
- Conduct participant intake and onboarding.
- Complete initial assessments.
- Develop and review Service Agreements.
- Develop and update Schedules of Supports.
- Ensure participant goals remain current.
- Coordinate service commencement.
- Maintain regular contact with participants and families.
- Attend participant meetings.
- Liaise with Support Coordinators, Plan Managers and Allied Health professionals.
- Follow up participant concerns promptly.
- Support participants through plan reviews.
- Identify opportunities to improve participant outcomes.
Documentation & Compliance
Maintain participant files ensuring they are accurate, compliant and audit ready.
This includes:
- Service Agreements
- Schedules of Supports
- Risk Assessments
- Emergency Plans
- Consent Forms
- Participant Profiles
- Behaviour Support documentation
- Incident follow-up
- Restrictive Practice documentation (where applicable)
- Goal reviews
- Funding monitoring
Ensure documentation complies with:
- NDIS Practice Standards
- Privacy legislation
- Learn to Live policies
- Quality Management System
Team Leadership
Provide day-to-day leadership and support to Support Workers.
Responsibilities include:
- Answer staff questions.
- Provide coaching and mentoring.
- Assist with onboarding new staff.
- Conduct competency observations.
- Assist with performance conversations.
- Escalate concerns to the Manager.
- Promote positive workplace culture.
- Encourage professional development.