We are seeking an experienced, highly organised and proactive NDIS Office Manager to oversee daily office operations, support service delivery, supervise administrative staff and ensure the organisation operates efficiently and in accordance with NDIS requirements.
The successful candidate will play a key leadership role in maintaining operational standards, supporting staff performance, coordinating participant services and driving continuous improvement across the organisation.
Key Responsibilities1. Office & Operational Management

- Oversee daily office operations and administrative functions.
- Manage office workflows, procedures and operational efficiency.
- Ensure participant records, staff documentation and organisational databases are accurate and maintained.
- Monitor service delivery activities and resolve operational issues promptly.
- Develop and implement systems to improve productivity and accountability.
- Coordinate internal meetings, reporting and communication between departments.

2. NDIS Compliance & Quality Assurance
- Support compliance with the NDIS Practice Standards, NDIS Code of Conduct and applicable legislation.
- Maintain compliance registers, policies, procedures and operational records.
- Coordinate incident reporting, complaints management and corrective actions.
- Monitor staff compliance with mandatory training, worker screening and organisational requirements.
- Assist with NDIS audits, registration renewals and quality improvement activities.
- Escalate compliance concerns and reportable incidents to appropriate management personnel.

3. Staff Management & HR Administration
- Supervise and support administrative staff and operational team members.
- Monitor staff attendance, performance and workplace conduct.
- Assist with recruitment, onboarding, induction and employee documentation.
- Coordinate staff training and professional development.
- Ensure staff follow company policies, procedures and management directions.
- Assist management with performance reviews and disciplinary processes.

4. Participant & Service Coordination
- Oversee administrative processes relating to participant onboarding and service agreements.
- Maintain professional communication with participants, families, support coordinators and stakeholders.
- Monitor service delivery documentation, shift notes and participant records.
- Coordinate with SIL Team Leaders, Support Coordinators, Plan Management and support staff.
- Respond to participant enquiries, service concerns and operational escalations.




- Ensure participant confidentiality, dignity, choice and control are maintained.

5. Rostering & Workforce Coordination
- Oversee staff rostering and workforce allocation in collaboration with team leaders.
- Monitor shift coverage, cancellations, absenteeism and staffing requirements.
- Review roster efficiency and staffing utilisation.
- Ensure timesheets and shift records are accurately completed.
- Monitor overtime and staffing costs within approved budgets.

6. Financial & Administrative Oversight
- Monitor invoicing, outstanding accounts and administrative financial processes.
- Coordinate payroll information and timesheet approvals.
- Assist management with operational budgets and expenditure monitoring.
- Identify opportunities to reduce unnecessary operational costs.
- Prepare operational and financial performance reports for management.
- Support accurate NDIS claiming and billing processes in accordance with applicable pricing arrangements.

7. Leadership & Continuous Improvement
- Promote a professional, accountable and participant-focused workplace culture.
- Identify operational risks and recommend practical solutions.
- Implement improvements to administrative systems and service delivery processes.
- Support business growth and organisational development.
- Provide regular operational updates to the Managing Director.

Essential Requirements
- Minimum 3 years' experience in office management, operations management or a similar leadership role.
- Previous experience working within an NDIS service provider organisation.
- Strong understanding of NDIS operations, compliance and service delivery requirements.
- Demonstrated experience supervising staff and managing operational workflows.
- Excellent organisational, problem-solving and time-management skills.
- Solid written and verbal communication skills.
- Experience using Microsoft Office and business management systems.
- Ability to manage competing priorities and work independently.
- High level of professionalism, discretion and confidentiality.
- Current NDIS Worker Screening Check or willingness to obtain one.





Highly Desirable
- Experience managing operations within Supported Independent Living (SIL) services.
- Knowledge of Support Coordination, Plan Management and community support services.
- Experience using ShiftCare or similar NDIS management software.
- Experience coordinating rosters, payroll administration and operational budgets.
- Knowledge of the SCHADS Award.
- Experience preparing for NDIS audits and maintaining compliance registers.
- Relevant qualifications in Business Administration, Management, Human Resources or Disability Services.

Key Performance Indicators (KPIs) The Office Manager's performance will be assessed against:

1. Operational efficiency: Timely completion of administrative and operational tasks.
2. Compliance: Accurate documentation, completed compliance checks and timely escalation of incidents.
3. Workforce management: Effective shift coverage, attendance monitoring and staff accountability.
4. Participant satisfaction: Timely responses to enquiries, complaints and service requests.
5. Financial performance: Accurate invoicing, controlled expenditure and timely administrative reporting.
6. Team performance: Effective supervision, staff development and adherence to organisational procedures.
7. Continuous improvement: Implementation of measurable improvements to workplace systems and processes.

Authority & Accountability The Office Manager is responsible for overseeing daily operations and ensuring organisational procedures are consistently followed.
The position has authority to coordinate staff, allocate administrative responsibilities, monitor operational performance and recommend corrective action.
Significant financial commitments, employment termination decisions, major contractual changes and matters reserved for executive management require approval from the Managing Director.
The Office Manager must promptly escalate serious incidents, participant safeguarding concerns, suspected misconduct and significant compliance risks.
Our Expectations We are looking for a hands-on Office Manager who takes ownership of daily operations, demonstrates strong leadership and maintains high standards of accountability.
The successful candidate must be able to work under pressure, make sound operational decisions and ensure that the company delivers safe, reliable and high-quality NDIS services.
Our Mission: Support with Confidence.
Our Commitment: Beyond services—building independence.

📌 NDIS Office Manager (Wollongong)
🏢 Payworx
📍 Wollongong