- Frontline Support Workers
NDIS Care Service Manager - NDIS Provider
We are a reputable NDIS-registered provider delivering high-quality, person-centred support services across Australia. Our focus is on providing responsive, compliant, and reliable supports that empower participants to live their best lives.
We are seeking an experienced Service Manager to lead our service delivery teams and ensure consistent, high-quality support across the organisation.
The Role
The Service Manager is a hands-on operational leadership role responsible for overseeing and supporting our:
- Care Coordinators
- Rostering Team
- HR Team
- Frontline Support Workers
This role focuses on day-to-day team leadership, coaching, compliance oversight, incident management, and service quality. The Service Manager plays a critical role in ensuring smooth service delivery, balanced workloads, strong workforce performance, and adherence to NDIS Practice Standards.
Key ResponsibilitiesTeam Leadership & Coaching
- Lead, mentor, and support Care Coordinators, Rostering, and HR teams
- Provide day-to-day operational guidance and problem-solving support
- Conduct regular supervision, performance reviews, and team meetings
- Build a positive, accountable, and collaborative team culture
- Support frontline workers via the care team to ensure quality service delivery
Operational Oversight and Workload Allocation
- Oversee daily service coordination and rostering to ensure participant needs are met
- Allocate new referrals appropriately across Care Coordinators based on capacity, complexity, and skill set
- Monitor and manage team workloads to ensure equitable workload distribution
- Ensure timely intake, service commencement, and documentation completion
- Monitor staff performance, service delivery standards, and workforce utilisation
- Work closely with HR on recruitment, onboarding, and workforce matters
- Ensure appropriate staffing levels and capability across services
Incident, Complaints & Safeguarding
- Manage escalated participant complaints in a timely and professional manner
- Oversee incident management processes, including reportable incidents
- Ensure appropriate documentation, investigation, and follow-up actions
- Oversee the implementation and monitoring of restrictive practices in line with legislation
- Support teams in implementing corrective actions and continuous improvement
Compliance & Quality
- Ensure compliance with NDIS Practice Standards and organisational policies
- Maintain audit readiness and documentation standards
- Ensure behaviour support plans and regulated restrictive practices are implemented correctly
External Relationships & Business Development
- Build and maintain strong relationships with Support Coordinators, Plan Managers, Allied Health providers and community partners
- Support the team by attending industry networking events and community expos
- Support participant intake growth through relationship development and ensuring strong customer experience.
- Represent the organisation professionally within the disability sector
About You
You are an experienced operational leader within the disability sector who is confident managing teams and handling complex service issues.
Essential Requirements
- Demonstrated experience in a similar Service Manager or Team Leader role within the NDIS or disability sector
- Proven experience leading and supervising multidisciplinary teams
- Strong understanding of NDIS Practice Standards, incident management, and reportable incidents
- Experience managing escalated complaints and complex participant matters
- Knowledge of restrictive practices and behaviour support frameworks
- Excellent leadership, communication, and conflict resolution skills
- Strong organisational and problem-solving abilities
- Current NDIS Worker Screening Check
- Valid Driver's Licence
Desirable
- Qualification in Disability, Community Services, Human Services, or related field
- Experience working with rostering systems and workforce planning
- Experience supporting teams through audits
What We Offer
- Key operational leadership role within a growing provider
- Supportive senior management team
- Opportunity to lead and strengthen service delivery teams
- Competitive salary package (based on experience)
NDIS Care Service Manager employer: Help at Hand Support Services
Help at Hand Support Services is an exceptional employer that prioritises the well-being and growth of its staff. With a strong commitment to person-centred care, we foster a supportive work culture that values empathy and communication, offering flexible shifts that accommodate your lifestyle. Our team members benefit from ongoing training and development opportunities, ensuring you can thrive in your role while making a meaningful impact in the lives of our clients across Australia.
Contact Details:
Help at Hand Support Services Recruitment Team
