About: All About Recovery

All About Recovery is a registered NDIS provider supporting people with disability to live safely, build independence and participate in their communities. We provide Supported Independent Living, community participation, drop-in support, respite, day programs, skills building, Support Coordination and Psychosocial Recovery Coaching.

Position Purpose

The Service Manager will oversee the delivery of safe, effective and person-centred services across the Sydney region. The role combines operational leadership, staff management, participant safeguarding, compliance oversight and stakeholder engagement.

The successful candidate must have strong practical knowledge of NDIS compliance, restrictive practices, NSW authorisation processes, panel meetings, incident reporting and the management of participants with complex support needs.

Key Responsibilities

1. Service Management and Operations

- Manage daily service delivery across Sydney accommodation and community support services.

- Ensure supports reflect participants’ goals, assessed needs, service agreements, funding and agreed staffing arrangements.

- Coordinate participant intake, compatibility assessments, transitions, hospital discharge planning and service exits.

- Conduct regular site visits to review service quality, household conditions, documentation and staff practice.

- Monitor rosters, staffing coverage, service budgets and resource allocation.

- Address service disruptions promptly and maintain continuity of essential supports.

- Provide management reports outlining service performance, risks, staffing needs and improvement priorities.

2. Compliance and Quality Assurance

- Maintain solid working knowledge of the NDIS Practice Standards, NDIS Code of Conduct and relevant NSW requirements.

- Ensure organisational policies and procedures are understood and consistently followed.

- Oversee internal audits, compliance reviews, corrective actions and continuous improvement activities.

- Work closely with the Information Management Coordinator to maintain accurate, complete and accessible participant and staff records.

- Monitor compliance with medication procedures, privacy requirements, infection prevention, work health and safety and emergency planning.

- Identify compliance gaps, assign corrective actions and verify completion.

- Prepare service locations and supporting evidence for external audits and regulatory reviews.

3. Restrictive Practices and Behaviour Support

- Oversee the implementation of current Behaviour Support Plans in collaboration with behaviour support practitioners.

- Identify potential restrictive practices and escalate concerns about unauthorised use or practices inconsistent with a participant’s plan.

- Coordinate NSW Restrictive Practices Authorisation submissions and panel meetings, including relevant documentation, attendees and follow-up actions.

- Maintain oversight of authorisation conditions,



review dates and required records in the NSW RPA system.

- Ensure staff receive participant-specific training and understand approved strategies, safeguards and reporting responsibilities.

- Coordinate required monthly reporting of regulated restrictive practices through the NDIS Commission portal.

- Review behaviour data and work with practitioners to strengthen positive behaviour support and reduce reliance on restrictive practices.

4. Incident Management and Reporting

- Oversee the identification, immediate response, documentation, investigation and closure of incidents.

- Ensure participant safety and wellbeing remain central throughout the response.

- Assess reportability and coordinate NDIS Commission notifications within applicable timeframes, in accordance with delegated responsibilities.

- Coordinate appropriate communication with participants, authorised representatives, management and relevant external agencies.

- Review incident reports for accuracy, completeness and clear follow-up actions.

- Lead staff debriefs and ensure corrective actions are implemented and reviewed.

- Monitor incident trends to identify recurring risks, training needs and service improvements.

5. Staff Leadership and Management

- Lead, supervise and support team leaders and support workers across Sydney services.

- Coordinate recruitment, induction, buddy shifts, probation reviews and ongoing supervision.

- Ensure staff have the skills and competency required for their assigned participants.

- Monitor mandatory training, screening requirements and participant-specific training.

- Address performance concerns, attendance issues, professional boundaries and policy breaches fairly and promptly.

- Conduct team meetings and communicate changes to participant needs, support arrangements and procedures.

- Promote respectful teamwork, accountability and timely escalation of concerns.

6. Participant Support and Safeguarding

- Ensure participant files contain current support plans, risk assessments, consent records, emergency plans and relevant health information.

- Monitor whether agreed supports are delivered consistently and documented accurately.

- Support participants’ choice, control, dignity, cultural needs and access to advocacy.

- Ensure participants are involved in decisions about their supports using communication methods appropriate to their needs.

- Respond to complaints, feedback and safeguarding concerns promptly.

- Coordinate reviews when a participant’s needs, risks, living arrangements or support requirements change.





- Maintain appropriate boundaries and protect participants from abuse, neglect, exploitation and discrimination.

7. Stakeholder Engagement

- Build effective relationships with participants, families, guardians, support coordinators, behaviour support practitioners and allied health professionals.

- Liaise with community mental health teams, hospitals, treating practitioners, housing providers and other relevant agencies.

- Organise and attend stakeholder meetings, case conferences, transition meetings and service reviews.

- Provide clear updates on participant progress, incidents, service concerns and agreed actions while respecting consent and privacy.

- Maintain meeting records, allocate responsibilities and follow up outstanding actions.

- Represent All About Recovery professionally and support coordinated planning between services.

Essential Selection Criteria

- Demonstrated minimum two years of experience managing disability services, preferably across multiple sites.

- Strong practical knowledge of NDIS compliance, participant safeguarding and quality assurance.

- Experience with restrictive practices, NSW authorisation processes and RPA panel coordination.

- Experience overseeing incident investigations, reportable incidents and corrective actions.

- Proven ability to manage staff performance, rostering, supervision and training.

- Experience supporting people with psychosocial disability, behaviours of concern and complex needs.

- Strong stakeholder engagement, conflict resolution and written communication skills.

- Ability to manage competing priorities and make sound decisions during challenging situations.

- Competency using participant management systems and Microsoft Office.

- Relevant qualification in disability, community services, social work, nursing, management or a related field, or equivalent relevant experience.

- Current NDIS Worker Screening clearance, valid driver licence and willingness to travel across Sydney.

- Working with Children Check where required for the services delivered.

Desirable Selection Criteria

- Experience with SIL operations, participant transitions and hospital discharge coordination.

- Experience using the NSW RPA system and NDIS Commission portals.

- Experience preparing services for NDIS audits.

- Experience using Vertex360, ShiftCare or similar systems.

- Knowledge of service budgets, support schedules and workforce planning.

- Relevant qualifications

Performance Expectations

Success in this role will be demonstrated through:

- Safe, consistent services aligned with participants’ needs and goals.

- Timely incident responses, reporting and completion of corrective actions.

- Current participant documentation and restrictive practice records.

- Competent staff, reliable shift coverage and effective supervision.

- Constructive stakeholder relationships and completed meeting actions.

- Measurable improvements in service quality and participant experience.

📌 Service Manager (Penrith)
🏢 All About Recovery
📍 Penrith