About Ello Care

Ello Care is a values-led NDIS provider based in Wollongong, dedicated to creating pathways to

empowerment and independence. We provide specialised supports with a focus on psychosocial

disability, Supported Independent Living (SIL), and complex behavioural support needs. Our

commitment to trust, transparency, and leadership is reflected in the way we deliver care and

empower individuals to thrive.

Role Purpose

The Service Manager is responsible for the leadership, coordination and continuous improvement of

our SIL and community-based services. This role oversees the delivery of high-quality,

person-centred supports to individuals living with psychosocial disabilities and/or complex

behaviours. The position plays a key role in ensuring all restrictive practices are managed in

accordance with legislative requirements and are accurately reported via the RP Portal.

Key Responsibilities

Leadership & People Development:

Lead, coach and mentor a team of Team Leaders, support workers and allied staff across multiple SIL sites

Promote a supportive and collaborative team culture aligned with Ello Care's values

Conduct performance reviews and provide ongoing training and development opportunities

Role model ethical behaviour, professionalism and accountability

Service Delivery & Participant Outcomes:

Oversee the delivery of NDIS-funded supports, with a strong focus on psychosocial and mental health support needs

Ensure services align with individual NDIS goals, behaviour support plans and best practice frameworks

Monitor quality and consistency across sites, ensuring services are recovery-oriented and trauma-informed

Coordinate transition, onboarding and orientation of new participants into SIL or community supports

Restrictive Practices & Compliance:

Ensure restrictive practices are used only in line with authorised behaviour support plans

Oversee submission and management of reports via the NDIS Commission RP Portal

Liaise with behaviour support practitioners to ensure timely updates to behaviour support plans

Maintain accurate documentation and reporting in accordance with NDIS Quality and Safeguards Commission requirements

SIL Operational Oversight:

Manage day-to-day SIL service operations including rosters, incidents, funding utilisation and staff allocation

Support team leaders in maintaining safe, person-centred, and engaging SIL environments

Monitor participant risk and escalation protocols, and lead critical incident reviews where necessary

Collaborate with stakeholders to improve service delivery outcomes and participant wellbeing

Stakeholder Engagement & Reporting:

Build and maintain strong relationships with participants, families, advocates, health professionals, and other key stakeholders

Liaise with the NDIA, Local Area Coordinators, support coordinators, and community mental health services

Prepare reports and updates for senior leadership regarding service performance, participant outcomes and compliance matters

Lead regular participant outcome reviews in collaboration with clinical teams and support staff

Skills & Experience Required

Minimum 3+ year's experience in a leadership role within the disability or community mental health sector

Proven expertise in the psychosocial disability space, with an understanding of recovery-oriented practice

Experience managing SIL services, including understanding of SIL funding, participant needs and daily operations

Demonstrated experience working with or overseeing restrictive practices and familiarity with reporting in the RP Portal

Strong understanding of the NDIS Practice Standards, legislation and quality framework

Demonstrated people management skills with ability to coach and support multidisciplinary teams

Excellent written and verbal communication skills, including report writing and incident management

Ability to manage competing priorities and maintain service excellence across multiple sites

Qualifications & Checks

Tertiary qualification in Social Work, Psychology, Mental Health, Disability, or related field (desirable)

Valid NDIS Worker Screening Check

National Police Check (within 6 months)

Current Working with Children Check (if required)

Valid Australian driver's licence

Why Join Ello Care?

Be part of a mission-led organisation with heart and purpose

Lead a passionate and committed team focused on real outcomes

Enjoy opportunities for growth, professional development and innovation

Contribute to meaningful work that builds stronger communities