Job Title: Participant Success Manager

Reports to: Director

Employment Type: Permanent Full Time

About Ample Life

Ample Life is a provider of Supported Independent Living (SIL) and Respite Accommodation (MTA/STA) for NDIS participants across Sydney. We specialise in delivering culturally and linguistically aligned care services to participants from diverse backgrounds, including Chinese, Indian, Vietnamese, Spanish, Indonesian, Korean, Italian, and many others.

Our homes foster a sense of belonging and cultural familiarity—participants live in an environment where their cultural preferences in food, entertainment, and care are fully integrated into daily living. We ensure language compatibility between participants and carers, eliminate communication barriers, and create a truly homely and inclusive experience.

Our Purpose

Ample Life is dedicated to making a positive difference in the lives of our participants, families, carers, and the broader community. By offering high-quality, culturally aligned care services, we empower individuals with disabilities to achieve their goals and live as independently as possible.

About the Role

The Participant Success Manager at Ample Life will function as an internal advocate for participants while providing essential operational support to our SIL Managers and Directors. This varied and dynamic role will focus on:

Continuously improving participant care plans and quality of care.

Coordinating stakeholder engagement and managing transitions.

Managing key documentation and processes during participant transitions and preonboarding.

Supporting Directors with key deliverables and maintaining strong connections with internal and external stakeholders.

The ideal candidate will proactively identify and implement improvements, take ownership of research and planning, and manage the transition process from start to finish, including preonboarding documentation, transition plans, and stakeholder engagement.

Key Responsibilities

1. Participant Advocacy and Care Improvement

Serve as an internal support coordinator, continuously identifying ways to enhance participant care plans and the quality of services.

Develop and implement strategies to improve support and activities, collaborating with SIL Managers and other stakeholders.

Lead research, initiate new projects, and directly implement improvements.

Actively advocate for participants' well-being in internal meetings and strategy discussions.

2. Stakeholder Engagement and Coordination

Engage proactively with external stakeholders during pre-onboarding and transition phases, including allied health practitioners, doctors, GPs, family members, and support coordinators.

Facilitate communication between multidisciplinary teams, coordinating care plans and ensuring smooth transitions.

Lead case conferences and planning meetings to ensure holistic and integrated care.

Build and maintain strong relationships with families, healthcare professionals, and community partners.

3. Transition Management

Oversee the entire transition process for new and transferring participants.

Prepare and manage pre-onboarding documentation, including care plans, risk assessments, and consent forms.

Develop and implement comprehensive transition plans, ensuring alignment with participants’ needs and goals. · Coordinate stakeholder meetings to discuss transition progress, concerns, and care strategies.

Ensure all legal and compliance requirements are met during the transition process.

Support the Directors and SIL Managers to ensure the SIL home is fully prepared— facilities set up, staff briefed, and care arrangements in place—prior to participant move-in.

4. Team Leadership and Collaboration

Serve as a central contact for participant-related initiatives, facilitating communication between Directors, SIL Managers, and the wider team.

Support training initiatives to enhance the skills of team members related to participant care, operational management, and stakeholder engagement.

Foster a culture of collaboration and proactive problem-solving.

Key Competencies

Strong leadership and interpersonal skills with a proactive approach to problem solving.

Excellent communication and stakeholder management abilities.

Proven experience in managing participant transitions, including documentation and planning.

Strong organisational skills with the ability to manage multiple projects efficiently.

High level of empathy and advocacy for participants' well-being.

Familiarity with NDIS frameworks and compliance standards.

Preferred Backgrounds

Experience in the disability sector, particularly within NDIS SIL or related services.

Prior roles as Support Coordinators, Operations Managers, or in participant advocacy.

Experience in managing participant transitions and stakeholder engagement.

Tertiary qualifications in Health, Social Work, Disability Services, or a related field (preferred).

Demonstrated experience in stakeholder engagement, project management, or team leadership. Key Performance Indicators (KPIs) To ensure success in this role, you will be measured on the following:

Care Plan Improvements: Demonstrable improvements in participant care plans and quality of support.

Stakeholder Engagement: Positive feedback from internal and external stakeholders such as our SIL Managers, Care Team Members, allied health professionals, family members, and support coordinators.

Transition Success: Smooth and well-documented participant transitions with minimal disruption to care.

Training and Team Support: High staff satisfaction and engagement through support initiatives.