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 elevate 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.

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