SydWest Multicultural Services is a not-for-profit organisation that is committed in providing a broad range of services across Greater Western Sydney, the Inner West and the City of Sydney. We are a leading organisation on cultural diversity offers flexible and integrated services across the life cycle for refugees and migrants; support for seniors; disability support; women and families; youth; housing support; and settlement services.

The disability arm in particular focuses on making a difference in the lives of people with disabilities by respecting their dignity, autonomy, freedom of choice and independence, and by supporting the achievement of their goals.

Our vision is to create an inclusive society where all people have equal opportunities to grow and thrive. Our organisational mission is to deliver quality services meeting diverse needs to maximise individual and community outcomes.

Role Overview:

Lead a team of direct support workers delivering outcomes linked to participant NDIS goal(s) that enable participants living with a disability to live meaningful healthy lives, empowering them to connect and thrive in their community.

Critical to the success of this role is the ability to build and maintain strong relationships with participants and their nominated cares through demonstrating an understanding of each participant’s individual goals, wants & needs, preferences and support requirements.

Key Accountabilities:

General

Operate with general direction, applying expertise to supervise, provide specialist advice, develop procedures, and manage your own work and that of subordinate staff, including disciplinary matters.

Provide administrative support requiring high judgment, initiative, confidentiality, and sensitivity. Develop and administer services like records management or computer operations with technical expertise. In specialized fields, lead teams and perform planning functions.

Ensure high customer satisfaction and participant engagement, maintaining accurate billing (NDIS, non-face-to-face, debtors) and accurate service bookings/budgets.

Conduct staff supervision and performance reviews, contribute to team success through meetings and feedback, and actively support Quality and Safeguarding requirements (feedback, incidents, behavior plans). Participate in the Emergency On-Call roster.

Participant

Promote individualised opportunities, rights, and responsibilities for participants, understanding their unique circumstances and working collaboratively with them and their families to address health, well-being, and community connection issues.

Identify participant interests to connect them with local activities and ensure their goals and assessed strategies are communicated to support staff.

Provide information, advice, and referrals about Riverlink's services. Actively seek and record feedback for continuous improvement, ensuring clients and families are engaged in all decision-making. Maintain accurate participant records and prioritize their safety and well-being.

Programs and Service

Independently manage your time and caseload, providing flexible, holistic home support that adapts to participant preferences and routines, covering needs like personal care, medication, meals, domestic tasks, and social connection.

Develop and facilitate creative program activities that deliver meaningful outcomes and respond to participant interests, actively leading planning sessions with participants, support workers, and stakeholders.

Ensure accurate and updated individual support plans, use appropriate safety equipment, and promptly report all incidents with supporting documentation. Maintain current knowledge of Riverlink's services and consult managers on complex client issues.

Staff

Act as a role model, providing initial briefings and ongoing support, motivation, and coaching to direct support staff. Identify and recommend professional development opportunities for both yourself and your team.

Organize and attend regular team meetings within your area and with other Team Leaders across the organisation.

Liaise with staff regarding disputes, grievances, or poor performance, escalating to management when necessary. Always promote the safety and well-being of staff.

Community Partners

Build positive connections with local health services and resources.

Represent Riverlink positively within the community.

Assist with events, fundraising, and information dissemination for Riverlink as needed.

Governance/Administration

Ensure all incidents are reported, records (shift reports, rosters, documentation) are kept up-to-date, and operations adhere to Riverlink's values, policies, procedures, and Code of Conduct. This includes promoting WH&S, equal opportunity, and anti-discrimination.

Regularly review participant data (e.g., ABC charts, Incidents, Progress Notes, BSPs) to ensure documentation quality. Provide reports to external stakeholders and implement corrective actions for support workers as needed.

Liaise with clinicians and external stakeholders for BSP updates, funding, and staff training. Collaborate with the Rostering and Workforce teams to ensure support workers have the necessary skills for service delivery. Support employees to maximize performance and participate in on-call duties.

Complete risk assessments from reported incidents, work with the Compliance Manager on recommendations, and accurately manage and record incident reports within designated timeframes.

Essential Criteria

Current NDIS Workers Clearance Check.

Current First Aid certificate and CPR.

Current Working with Children Check.

Completed relevant training modules (e.g. NDIS worker Orientation Module, Infection Control training.)

Fully Vaccinated against Covid-19.

Previous experience in a leadership role within the disability or healthcare sector.

Strong knowledge and understanding of the needs and challenges faced by individuals with disabilities.

Demonstrated ability to lead and motivate a team, promoting a culture of collaboration and continuous improvement.

Experience in working with person-centered planning techniques in addition to delivering and leading excellent supports practices.

Excellent organisational skills and ability to prioritise workload while working under pressure.

Experience in supervising and supporting staff to take ownership and responsibility for the quality of support they deliver.

Demonstrated experience in the provision of support services to individuals with complex to high support need disabilities and challenging behaviours (including medical support needs).

Excellent written and verbal communication skills.

Demonstrated ability to work in a team-based environment or independently.

Knowledge and application of safe manual handling practices.

Sound Knowledge of the NDIS Practice Standards and Quality Indicators.

Current Australian Driver’s License and access to a registered and comprehensively insured vehicle (suitable for transporting consumers).

Minimum 2 years of relevant NDIS disability services experience.

High skills and usage in Microsoft suite, especially in Microsoft Excel. Familiarity with reporting tools.

Qualification in related field i.e. bachelor’s degree, Certificate

To apply for this position, please submit the below:

Resume

Cover Letter (clearly addressing how you meet the essential criteria)

Applications close: 25 July 2025

SydWest adheres to the principles and practices of equal employment opportunity, workplace health and safety and is a child safe organisation.

All successful candidates will be required to undergo pre-employment checks including reference checks, WWCC, NDIS Worker Screening checks, as a reasonable condition of employment.