Support Services Manager

Join a small, supportive disability support company where you’ll work side-by-side with the Operations Manager and Financial Controller to ensure exceptional service delivery and operational excellence in the NDIS and insurance sector.

This is a hands-on leadership role where you’ll oversee day-to-day participant services, maintain compliance, lead staff, and ensure smooth workflows — all while keeping a strong focus on participant outcomes.

Reporting to Operations Manager and Financial Controller.

Position Summary

This is a hands-on leadership role for an experienced NDIS professional who can manage the day-to-day delivery of high-quality participant services while overseeing the operational functions that keep the organisation running smoothly.

As the Support Services Manager, you will work side-by-side with the Operations Manager, sharing responsibilities to ensure the smooth running of all support services. You will also be able to provide full coverage for operational functions during periods of leave.

You will be responsible for service delivery, compliance, and quality assurance, as well as managing rostering, scheduling, and internal workflows. You will work closely with participants, allied health teams, and staff to ensure services are delivered efficiently, safely, and in line with participant goals.

About the Role

· Oversee daily service delivery for NDIS and insurance participants.

· Manage rostering, scheduling, and service bookings.

· Ensure compliance with NDIS Practice Standards and insurance requirements.

· Provide leadership, training, and real-time support to staff.

· Work in partnership with the Operations Manager, sharing duties and covering during leave.

· Liaise with participants, allied health teams, and external providers to ensure high-quality outcomes.

Day-to-Day Operations

· Work with Operations Manager and Financial Controller to delivery high quality services. Work in the team with hands-on service delivery to our staff and participants.

· Oversee and coordinate daily service delivery across support coordination and/or direct support teams.

· Review and allocate participant referrals, ensuring timely engagement and service commencement.

· Monitor staff schedules, rostering, and ensure adequate coverage for participant needs.

· Maintain oversight of shift notes, service bookings, participant progress, and support plan reviews.

· Ensure compliance with NDIS reporting requirements, incident management, and mandatory documentation.

· Troubleshoot and resolve operational issues promptly

· Provide real-time support to staff regarding practice queries, participant concerns, and workflow matters.

· Work collaboratively with the Operations Manager and Financial Controller to maintain service continuity and operational efficiency.

· Track and escalate operational risks, breaches, or inefficiencies to the leadership team.

Key Responsibilities

· Operational Management

· Lead daily operations of NDIS support services across the organisation.

· Develop and implement efficient workflow systems and processes.

· Oversee intake, planning, and coordination of services for participants.

· Monitor KPIs, caseloads, and team performance.

· Compliance & Quality Assurance

· Ensure full compliance with the NDIS Quality and Safeguards Commission requirements.

· Maintain accurate records and documentation in line with legislative and auditing standards.

· Conduct internal audits and manage risk mitigation processes.

· Implement continuous improvement plans based on feedback and audit outcomes.

· Team Leadership

· Supervise and support support coordinators and other NDIS team members.

· Facilitate training and professional development opportunities.

· Lead regular team meetings, performance reviews, and workflow planning.

· Promote a client-centred, inclusive, and collaborative workplace culture.

· Monitor NDIS billing, funding utilisation, and financial performance of services.

· Ensure services are delivered within budget and align with participant goals and funding.

· Collaborate with accounts teams on service agreements and payment processes.

· Liaise with participants, families, carers, and external providers.

· Represent the organisation in sector events and build partnerships within the NDIS ecosystem.

· Respond to complaints or incidents involving clients or staff promptly and professionally.

Key Selection Criteria

✅ESSENTIAL

· Minimum 3 years’ experience in a senior NDIS or disability services leadership role.

· Strong understanding of the NDIS Practice Standards, pricing arrangements, and compliance obligations.

· Demonstrated experience in service delivery optimisation and staff management.

· Excellent communication, interpersonal, and stakeholder engagement skills.

· High-level computer literacy, including proficiency with Microsoft Office 365 applications and electronic document management.

· Proficiency with Microsoft Office 365 and client management systems (ShiftCare experience desirable).

· High-level proficiency with client management system ShiftCare.

· Ability to work collaboratively with allied health and participant care teams.

✅DESIRABLE

· Relevant tertiary qualifications in Disability, Community Services, Business Management, or a related field.

· Previous experience managing audits or accreditation processes.

· Knowledge of trauma-informed, culturally safe, and person-centred practice.

✅Conditions of Employment

· Must hold a current National Police Check and Working with Children Check.

· NDIS Worker Screening Check (or willingness to obtain).

· Full COVID-19 vaccination (as required by relevant public health orders).

· Valid driver’s licence.

· Ability to understand and converse with allied health teams and coordinate with all aspects of participant care teams, collecting data and information from staff.

How to Apply

Click ‘Apply Now’ on SEEK and submit your resume along with a short cover letter outlining your relevant experience and why you’re the right fit for this role.

📩 Apply Today

Shortlisted applicants will receive a Pre-Employment Quiz via email, followed by interviews.
Due to high application volumes, only shortlisted candidates will be contacted.

📞 Questions? Call Kira on 0437 337 510 to find out more.