At a Glance
- Tasks: Coordinate complex care for clients with high-intensity support needs and manage incidents.
- Company: Harbour Home Care, a leader in disability services with a supportive team culture.
- Benefits: Competitive salary, professional development, hybrid work options, and employee assistance programs.
- Other info: Full-time role with structured support and excellent career progression opportunities.
- Why this job: Make a meaningful impact in the lives of clients while growing your career in a specialist role.
- Qualifications: Experience in NDIS and community services, with strong crisis management and communication skills.
The predicted salary is between 92279 - 92279 $ per year.
Harbour Home Care is seeking an experienced Specialist Service Coordinator - Complex Care to join our Home Care team. This role is designed for someone with strong NDIS knowledge, sound professional judgement and proven experience coordinating complex supports, incidents, risk and multidisciplinary stakeholders. This is a specialist client-facing role with no direct reports or formal employee-management authority. You will be supported by an Assistant Service Manager, Service Manager and broader operational team, allowing you to focus on safe, responsive and high-quality service delivery for clients with more complex support needs.
WHAT YOU'LL BE RESPONSIBLE FOR
- Coordinate a specialist portfolio of clients with complex, high-intensity, behavioural, psychosocial or health-related support needs.
- Maintain oversight of support plans, risk assessments, Behaviour Support Plans, service agreements and relevant client documentation.
- Manage client incidents and safeguarding matters, including required documentation, follow-up actions, escalation and communication.
- Demonstrate sound crisis-management capability and coordinate appropriate responses during significant or unexpected events.
- Work confidently within restrictive practice and positive behaviour support environments, including liaison with Behaviour Support Practitioners and relevant stakeholders.
- Communicate and coordinate with participants, families, guardians, Support Coordinators, allied health professionals, health services and other external stakeholders.
- Monitor service delivery, client satisfaction, changing needs and emerging risks.
- Work closely with Workforce and Rostering to support appropriate worker matching, continuity of care and safe service delivery.
- Assist with and take reasonable ownership of rostering for your client portfolio where operationally required.
- Review and approve timesheets relevant to workers supporting your clients, confirming service delivery and identifying any discrepancies, incidents or safeguarding concerns requiring follow-up.
- Monitor funding utilisation and elevate potential overspend, underspend or changes affecting service delivery.
- Maintain accurate, timely and audit-ready client records.
- Participate in client reviews, case conferences and multidisciplinary meetings.
- Escalate employee conduct, performance or compliance concerns to the appropriate manager.
WHAT WE'RE LOOKING FOR
- You will be confident working independently, able to remain calm during complex or high-pressure situations and know when matters require escalation.
- Minimum Certificate IV in Community Services, Disability, Mental Health or another relevant human-services qualification.
- Demonstrated experience within the NDIS, disability or community-services sector.
- Proven experience coordinating complex or high-risk client supports.
- Demonstrated crisis-management, incident-management and safeguarding experience.
- Working knowledge of the NDIS Practice Standards and provider responsibilities.
- Experience working with Behaviour Support Plans and restrictive practices.
- Strong written documentation, case-management and stakeholder communication skills.
- Strong organisation, professional judgement and attention to detail.
- Highly regarded: Diploma or Bachelor qualification in Community Services, Social Work, Psychology, Nursing, Allied Health or a related discipline.
- Current registration as a Registered Nurse or other relevant health professional.
- Experience supporting participants with high-intensity or complex health needs.
- Previous experience as a Senior Service Coordinator, Complex Case Manager, Specialist Coordinator or similar.
- Experience working for an NDIS-registered provider.
MANDATORY COMPLIANCE
The successful candidate must hold or obtain all applicable employment and sector compliance requirements, including:
- NDIS Worker Screening Check
- Working With Children Check
- National Police Check
- Current First Aid Certificate
- Current CPR Certificate
- Any additional participant-specific or organisational compliance requirements relevant to the role.
HOURS & WORKING ARRANGEMENTS
This is a full-time position working across a rotating office-hours arrangement of:
- 8:30 am - 4:30 pm; or
- 9:00 am - 5:00 pm.
The position participates in a planned on-call rotation, with rosters communicated in advance and applicable allowances provided in accordance with employment conditions. Following successful completion of probation, the successful candidate may be eligible for one hybrid working day per week. Hybrid arrangements remain subject to performance, client needs, team coverage and operational requirements and may be varied where required.
WHAT WE OFFER
- SCHADS Social & Community Services Level 4.1 - $92,279.20 base salary
- A genuine specialist role without direct people-management responsibility
- Structured management and escalation support
- Planned on-call roster
- Potential hybrid working day following probation
- Employee Assistance Program (EAP)
- Professional development and career progression opportunities
- The opportunity to help shape complex service coordination within a growing organisation
POSITION STRUCTURE
Position: Specialist Service Coordinator - Complex Care
Reports to: Service Manager - Home Care
Classification: SCHADS Social & Community Services Level 4.1
Base Salary: $92,279.20 + superannuation + applicable allowances
Specialist Service Coordinator employer: Harbour Home Care
Harbour Home Care is an exceptional employer that prioritises meaningful work and professional growth for its employees. With a strong focus on supporting individuals with complex care needs, the company fosters a collaborative and supportive work culture, offering structured management support and opportunities for professional development. Located in a dynamic environment, employees benefit from a competitive salary, potential hybrid working arrangements, and the chance to make a significant impact in the lives of clients while enjoying a balanced work-life experience.
