Role: Team Leader Disability Support

Reports to: Managing Director

Role Purpose:

The Team Leader Disability Support is a hybrid role that balances team leadership with hands-on client onboarding across Creative Community Pathways (CCP). This position ensures seamless day-to-day operations, provides direct support to new clients during onboarding, drives client satisfaction, and supports staff. By maintaining service excellence, fostering team development, and enhancing client relationships, this role supports both immediate client needs and long-term business growth.

Role Responsibilities

Leadership & Team Development

Lead and mentor staff, ensuring alignment with CCP’s mission, values, and objectives.

Support recruitment, onboarding, and professional development, fostering a positive and supportive team environment.

Conduct performance reviews, provide constructive feedback, and identify areas for skill enhancement.

Create a collaborative work culture focused on accountability, growth, and achieving excellent client outcomes.

Client Onboarding

Act as the main point of contact for new clients, guiding them through the onboarding process, addressing inquiries, and ensuring a positive start.

Develop tailored onboarding plans for each client, coordinating services to meet their unique needs and goals.

Conduct regular check-ins during the onboarding period to review progress, address concerns, and ensure a smooth transition into ongoing services.

Collaborate closely with families, external service providers, and other stakeholders to achieve the best possible outcomes for new clients.

Maintain up-to-date client records in the CRM, including onboarding progress, service history, and support plans.

Leadership & Team Development

Lead and mentor staff, ensuring alignment with CCP’s mission, values, and objectives.

Support recruitment, onboarding, and professional development, fostering a positive and supportive team environment.

Conduct performance reviews, provide constructive feedback, and identify areas for skill enhancement.

Create a collaborative work culture focused on accountability, growth, and achieving excellent client outcomes.

Operational Management

Oversee daily operations across CCP to ensure efficient service delivery and operational excellence.

Manage client inquiries, coordinate client onboarding, and ensure CRM data accuracy and completeness.

Streamline internal processes, including rostering, CRM updates, and reporting, for efficiency and effectiveness.

Implement continuous improvement initiatives that enhance service delivery, align with business objectives, and support client satisfaction.

Develop individualized programs that foster client’s skill development

Strategic Planning & Process Improvement

Collaborate with the founder to align operational practices with CCP’s strategic goals.

Contribute to the development and execution of business plans to support long-term growth and service excellence.

Identify opportunities for process enhancements in client support, operations, and team performance.

Lead initiatives to drive innovation in client service delivery, keeping CCP competitive and responsive to client needs.

Compliance & Safety

Ensure full compliance with industry regulations, including NDIS standards, across CCP.

Conduct regular safety audits and implement corrective actions to maintain a safe working environment.

Oversee staff training and certifications, promoting a culture of safety and responsibility.

Maintain compliance-related records and ensure timely submissions of all required documentation.

Role Requirements

Experience:

3-5 years in leadership, client management, and operations, ideally within disability or community services.

Proven team leadership experience and strong client relationship management skills.

Competence in operational oversight, including CRM management, compliance, and service coordination.

Knowledge & Skills:

Strong understanding of NDIS regulations and disability services.

Excellent communication and interpersonal skills for engaging clients, stakeholders, and team members.

Strong organisational and time-management skills, with the ability to balance multiple priorities.

Analytical and problem-solving abilities for driving process and service improvements.

Ability to foster an inclusive, positive, and high-performance service environment.

Education, Training, and Development:

Education: Certificate IV in Disability, Community Services, or a related field; a Diploma or degree in a relevant field is desirable.

Compliance: Completion of the NDIS Worker Orientation Module: “Quality, Safety and You.”

Licences and Clearances: Valid Victorian Driver’s Licence, NDIS Screening Check, WWCC, and Police Check.

Professional Development: Ongoing training in leadership, client management, and CRM skills, along with access to leadership and compliance programs.

Growth & Advancement

Opportunities for career progression into higher leadership roles within CCP.

Encouragement to participate in industry seminars, conferences, and workshops to stay updated on trends and best practices.

Development of strategic thinking and project management skills through tailored training programs.

Measures of Success

Client Satisfaction & Retention

Maintain high client satisfaction and retention by delivering responsive, quality support and building strong client relationships.

Ensure client goals are effectively met, aligning services to each client’s individualised support plan.

Operational Efficiency

Ensure timely, accurate CRM updates and compliance records, contributing to smooth and efficient operations.

Team Leadership & Development

Retain and engage staff through clear leadership, support, and defined growth opportunities.

Ensure all staff complete necessary training and participate in ongoing development activities.

Compliance & Safety

Maintain full compliance with NDIS regulations and other relevant standards.

Successfully complete safety audits and address any issues promptly, fostering a safety-focused culture.

Business Growth

Contribute to new client acquisition through proactive relationship building and quality service delivery.

Align team efforts with strategic goals to support overall business growth.

Please reach out if you would like to learn more, have a chat and see if our values align .

We look forward to hear from you.

[email protected]