Position Purpose

The Team Leader – Participant Services, Workforce & Growth is responsible for workforce development, quality and regional growth for Your Care in Bendigo, working closely with the Client Services Manager to coordinate participant services across the region. The role contributes to participant intake and onboarding, service agreements, support plans, risk assessments, staff training and supervision, and ongoing service quality. The successful applicant will build strong relationships across the local disability sector and represent Your Care as a local point of contact. This part time role is suited to an experienced NDIS professional, ideally with a Support Coordination background.

2. Key Responsibilities Participant Intake and Service Delivery

· Manage new enquiries and referrals, coordinating intake meetings and gathering information about participants’ goals, needs, preferences, funding and support requirements.

· Review relevant NDIS plan and funding information and clarify proposed supports with participants, nominees and Support Coordinators.

· Prepare and coordinate Service Agreements, Individual Support Plans, Risk Assessments and Personal Emergency Management Plans (PEMP), ensuring records are complete and current before services commence.

· Coordinate participant onboarding and handover to the Scheduling Officer, providing clear information about service requirements, risks, worker skills and competencies.

· Work closely with the Client Services Manager in Bendigo to coordinate participant intake, onboarding, service reviews, participant communication and documentation updates, ensuring participants and their support networks receive a consistent and responsive service.

· Identify changes in participant needs, risks or circumstances and ensure relevant plans and assessments are reviewed and communicated.

Workforce recruitment, Training, Supervision and Development

· Provide day-to-day leadership, guidance and support to Support Workers in the Bendigo region.

· Lead recruitment review candidates, conduct interviews , Coordinate staff induction, mandatory training and participant-specific training and competency requirements; ensure workers are appropriately trained before undertaking assigned supports.

· Identify workforce capability gaps and coordinate learning, coaching and development opportunities.

· Complete annual staff supervisions and performance appraisals, and contribute to probation reviews and performance management as required.

· Promote a respectful,



accountable and supportive team culture and escalate workforce concerns appropriately.

Quality, Risk and Compliance

· Monitor participant and workforce documentation and compliance, including screening checks, qualifications, First Aid/CPR, licences, insurance and training currency.

· Monitor incidents, hazards, complaints and feedback; ensure appropriate documentation, follow-up, escalation and continuous improvement actions.

· Participate in internal audits and quality reviews and promote compliance with NDIS Practice Standards, organisational policies and procedures.

· Maintain accurate and confidential records in organisational systems, including ShiftCare.

Regional Growth and Stakeholder Engagement

· Be the local face of Your Care in Bendigo, representing the organisation professionally and positively within the community.

· Build and maintain relationships with Support Coordinators, plan managers, allied health professionals, hospitals, community organisations and referral partners.

· Respond to referral opportunities, follow up enquiries and support timely commencement of new participants.

· Identify local service and workforce growth opportunities, attend relevant networking events and contribute to regional development plans.

Regional Coordination and Role Boundaries

· Work closely with the Client Services Manager in Bendigo and the central operations team to support coordinated participant services and safe, consistent and timely service delivery.

· Liaise with the Client Services Manager to ensure participant service requirements, changes and follow-up actions are coordinated. Provide the Scheduling Officer with accurate participant information, approved service details, changes in support needs and worker competency requirements.

· The Scheduling Officer remains responsible for creating and maintaining rosters, allocating workers, filling vacancies, managing roster changes and cancellations, and publishing rosters. The Team Leader does not undertake day-to-day rostering. The Team Leader and Client Services Manager work together to ensure participant needs,



service documentation and workforce requirements are aligned.

· Provide the Head of Operations with regular updates on participant intake, service delivery, workforce capability, compliance, risks and regional growth.

3. Key Performance Expectations

· Participant intake, Service Agreements, support plans and risk documentation completed before service commencement and reviewed as required.

· Participant enquiries and referrals followed up within agreed timeframes; positive participant and stakeholder relationships maintained.

· Annual staff supervisions and appraisals completed within required timeframes.

· Staff screening, mandatory training and participant-specific competencies maintained and monitored.

· Incidents, complaints, risks and audit actions documented, followed up and escalated appropriately.

· Evidence of local stakeholder engagement, referral development and growth in Bendigo participants and service hours.

4. Selection Criteria

Essential

· Demonstrated experience in the NDIS sector, ideally in Support Coordination, participant services or disability service leadership.

· Sound understanding of NDIS plans, funding, participant intake, Service Agreements, support planning and risk management.

· Knowledge of NDIS Practice Standards, quality and compliance requirements.

· Experience supporting, supervising or developing frontline staff and coordinating training.

· Strong communication, relationship-building, organisation and problem-solving skills, with the ability to work independently.

· Current driver's licence and willingness to obtain/maintain required worker screening and other role-related checks.

Desirable

· Existing knowledge of the Bendigo disability and community services sector and local referral networks.

· Certificate IV or Diploma in Community Services, Disability, Support Coordination, Leadership or a related field.

· Experience with ShiftCare or a similar client management system and regional service development.

5. Employment Arrangement

This is a permanent part-time position, 30 hours per week, working days to be negotiated. Some flexibility will be required to attend participant meetings, staff supervisions and local stakeholder engagements. The role works collaboratively with central operations and scheduling while maintaining local oversight of participant services, workforce development, compliance and growth.

Pay: $31.09 – $48.00 per hour

Expected hours: 30.0 per week

Work Location: In person

📌 Team leader- Participation Services, Workforce & Growth (Bendigo)
🏢 Your Care
📍 Bendigo