Service Quality and Workforce Manager (Part time, 3 days)

Empowerment Care services - Sydney CBD NSW

Empowerment Care Services is a registered NDIS provider delivering Supported Independent Living across multiple 24-hour houses in NSW. We are looking for an experienced quality and governance professional to lead safeguarding, practice governance and regulatory compliance across our SIL services, three days a week.

This is a senior role with genuine decision-making authority. You will report to the Operations Manager, supervise the Service Workforce Lead and Service Outcomes Lead, and hold accountability for restrictive practice reporting, incident oversight, audits, organisational risk and the Quality and Governance Committee.

The role

Working Monday to Friday on three agreed days, 9am to 5pm, you will:

- Establish and monitor ECS quality, safeguarding and practice frameworks across all SIL houses
- Provide line management and supervision to the Service Workforce Lead and Service Outcomes Lead
- Oversee all restrictive practice governance, including the register, authorisations, consent, documentation and reduction strategies
- Receive escalated incidents, determine classification and regulatory reportability, and oversee external notifications within statutory timeframes
- Lead incident reviews and investigations, assign corrective actions and verify closure
- Maintain risk registers and report material risks to senior management
- Lead or support mediation of complex participant, family and workforce matters
- Develop and run an annual quality audit schedule covering participant records, medication, incidents, restrictive practices, behaviour support, training, WHS and complaints
- Establish and coordinate the Quality and Governance Committee, including terms of reference, agendas, papers, minutes and action registers




- Monitor changes to NDIS legislation, Practice Standards and Commission guidance, and coordinate updates to policy, procedure and practice
- Oversee the training framework for house teams and confirm training matrices are current before staff work unsupported
- Analyse incident, complaint, restrictive practice, audit and training data and report trends and recommendations to senior management
- Lead continuous improvement plans and confirm actions are owned, time-bound and closed on evidence

About you

You have led quality, safeguarding or practice governance in disability or community services and you know the NDIS Practice Standards, Code of Conduct, reportable incident requirements and restrictive practice obligations in detail. You are comfortable supervising managers, challenging practice across operational teams and writing regulator notifications, investigation reports and committee papers that hold up under scrutiny.

Qualifications and experience

- Relevant tertiary qualification in disability, community services, quality management, governance, social work, psychology, nursing or a related discipline, or substantial equivalent industry experience
- Demonstrated leadership experience in quality, safeguarding, practice governance or compliance within disability or community services
- Strong working knowledge of the NDIS Practice Standards, NDIS Code of Conduct, reportable incident requirements, behaviour support and restrictive practice obligations




- Experience overseeing incident management, investigations, root-cause analysis, risk registers, audits and corrective action programs
- Experience establishing or supporting quality and governance committees and preparing governance reports
- Demonstrated ability to supervise managers and influence practice across operational teams

Skills and capabilities

- High-level judgement in identifying, assessing and escalating participant, organisational and regulatory risk
- Strong analytical skills across incident, restrictive practice, audit, complaint and training data
- Clear written communication, including policies, procedures, committee papers, investigation reports and regulator notifications
- Confident facilitation, coaching, mediation and conflict resolution
- Ability to translate legislation and standards into practical systems, training and frontline expectations
- Disciplined follow-through on registers, actions, evidence and due dates

Licences and screening

- Current NDIS Worker Screening Check and Working with Children Check
- Current First Aid and CPR certification
- Rights to work in Australia

What we offer

- $65,000 per annum for 3 days per week plus superannuation
- Fixed days, 9am to 5pm, agreed at offer
- A manager-level role with direct access to the Operations Manager and authority to set quality priorities, schedule audits, issue practice guidance and require corrective action
- A small, responsive provider where governance decisions turn into practice quickly
- Participation in a shared on-call roster on days worked, negotiated at offer

Empowerment Care Services is committed to safeguarding the people we support. Employment is subject to satisfactory screening checks and reference checks.

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📌 Service Quality and Workforce Manager (Part-time, 3 days) (Sydney)
🏢 Empowerment Care services
📍 Sydney