Operations Manager – Specialist Disability Accommodation in Perth

Ability Housing is an NDIS-registered Specialist Disability Accommodation (SDA) provider based in West Perth. We support people living with complex disabilities to access high-quality, fit-for-purpose housing that promotes independence, choice and sustainable tenancy outcomes.

Our work is grounded in the belief that the right home can be life-changing. We work collaboratively with participants, families, support networks, SIL providers, Support Coordinators and other sector partners to create desirable housing & lifestyle outcomes that reflect individual needs, preferences and aspirations.

We are a small, agile and purpose-driven organisation. We recruit people for their capability, values and alignment with our collaborative, person-centred culture, and value people who take ownership, exercise good judgement and see matters through to completion.

About the Role

We are seeking an Operations Manager to take end-to-end responsibility for the operational performance of an allocated SDA portfolio. The Operations Manager is a key member of Ability Housing's management team, working alongside a peer Operations Manager and Business Manager and reporting directly to the Managing Director.

The role is responsible for leading a flat operational team and ensuring sustainable occupancy, high-quality tenancy outcomes, operational compliance, revenue performance and consistent service delivery across the allocated portfolio.

You will have oversight of the operational interface between enquiries, referrals, vacancies, SDA approvals, property matching, tenant transitions, stakeholder and SIL/provider relationships, claims readiness, tenancy and property performance, quality and compliance.

You will ensure staff have clear responsibilities, work is appropriately delegated and followed through, and Ability Housing's service standards, policies, procedures, QMS and business systems are consistently applied.

This is a role requiring sound commercial judgement, sector knowledge and disciplined follow-through. While work is delegated across the operational team, the Operations Manager retains accountability for portfolio performance, quality and operational outcomes and ensures material risks are appropriately managed or escalated.

The role does not provide case management, clinical assessment or direct support services.

Key Responsibilities

• Lead the operational performance of an allocated SDA portfolio, with a strong focus on occupancy, tenancy outcomes, quality, compliance and revenue sustainability.
• Maintain active oversight of vacancies, shared-living vacancies, enquiries, applications, funded participants and participant-to-property matching.
• Ensure each vacancy has a clear target cohort, referral strategy, action plan and follow-up pathway.
• Drive referral pipeline development and build productive B2B relationships with Support Coordinators, Specialist Support Coordinators, SIL providers, allied health professionals, hospital teams, owners, referrers and sector partners.
• Support commercially sound tenant and property matching, considering participant needs and preferences, compatibility, funding, property suitability, SIL arrangements and long-term tenancy sustainability.
• Oversee operational workflows supporting SDA approvals, funding availability, tenancy commencement, claims readiness and revenue continuity.
• Maintain oversight of ongoing tenancy and property performance, including emerging tenancy, maintenance, arrears and operational risks.
• Lead the operational team across vacancy management, stakeholder engagement, tenancy onboarding and transitions, ongoing tenancy management and service-quality outcomes.
• Ensure responsibilities are appropriately delegated, staff actions are monitored and matters are progressed through to resolution.
• Ensure Ability Housing's operational systems and records support consistent, compliant and audit-ready practice, including adherence to QMS requirements and applicable NDIS provider obligations.
• Identify quality, compliance, service or workflow gaps and ensure appropriate corrective action and continuous improvement.
• Provide concise management reporting on occupancy, pipeline, portfolio performance, revenue risks, approval barriers, quality, compliance and other material operational issues.

About You

You will be an experienced operational leader who is comfortable taking ownership of a portfolio, leading people and working across multiple stakeholder relationships.

You will ideally bring:

• Operational leadership experience in SDA, disability or community housing, NDIS services, property, health, human services or another relevant multi-site or regulated environment.
• An understanding of SDA and NDIS housing pathways, or demonstrated capacity to quickly develop the required sector knowledge.
• Strong stakeholder and B2B relationship capability, particularly across Support Coordinators, Specialist Support Coordinators, SIL providers, allied health, owners, referrers and sector partners.
• Sound commercial judgement and the ability to understand the relationship between occupancy, service quality, risk and revenue sustainability.
• Demonstrated ability to lead a team, delegate effectively, monitor performance and maintain accountability for outcomes.
• Experience working within quality, compliance and operational management systems.
• Strong written and verbal communication skills and the ability to provide clear, concise management reporting.
• Strong systems capability, ideally including Microsoft 365, SharePoint, CRM/workflow systems and property or housing management platforms.
• The ability to influence outcomes across multiple stakeholders while maintaining appropriate professional boundaries.
• A practical, solutions-focused approach and the ability to manage competing priorities in a small, fast-moving organisation.

Highly regarded: Experience with SDA, NDIS Commission compliance, quality management systems, SDA approval pathways or specialist disability/community housing.