Position Purpose

The Service Delivery Officer is responsible for coordinating, monitoring, and supporting the delivery of high-quality NDIS services to participants. This role ensures that services are aligned with participants’ goals, NDIS guidelines, and organisational policies, while maintaining compliance with the NDIS Code of Conduct and Practice Standards.

Key Responsibilities

Service Coordination & Delivery

Act as a primary point of contact for participants, families, SIL House leaders and support coordinators.

Assist in developing and implementing individual service plans in line with NDIS goals.

Ensure rosters and support arrangements are delivered according to participant needs and preferences.

Monitor service quality and participant satisfaction, addressing issues promptly.

Compliance & Documentation

Maintain accurate records in line with NDIS Practice Standards and organisational requirements.

Ensure incident reporting, risk management, and safeguarding practices are followed.

Support audit preparation and compliance with NDIS Quality & Safeguards Commission requirements.

Stakeholder Engagement

Build strong, respectful relationships with participants, families, and external providers.

Liaise with support workers, allied health professionals, and support coordinators.

Escalate complex issues to management when required.

Operational Support

Assist with rostering, timesheets, and payroll coordination for support staff.

Monitor service hours against participant funding (NDIS plans).

Contribute to continuous improvement initiatives within the organisation.

Participant-Centred Care & Support

Ensure the delivery of personalised support services aligned with participants' NDIS plans.

Monitor the implementation of behaviour support plans, health plans, and daily routines.

Promote independence, dignity, choice, and community inclusion.

Business Development & Growth

Promote organisational services to potential participants and referral networks.

Identify and pursue new business opportunities through community engagement, networking, and partnership development.

Support onboarding of new participants, including initial meetings, service setup, and plan utilisation guidance.

Provide feedback from participants and the market to assist in service development and improvement.

Collaborate with the leadership team to achieve participant growth targets and maintain service sustainability.

Key Selection Criteria

Essential:

Understanding of the NDIS, disability sector, and person-centred practices.

Strong communication and interpersonal skills.

Ability to manage competing priorities and work in a fast-paced environment.

Experience in service coordination, scheduling, or client-facing roles.

High level of attention to detail and record-keeping.

Desirable:

Experience in business development, sales, or community engagement within disability or community services.

Previous experience in a similar role within an NDIS or community services provider.

Knowledge of NDIS Quality & Safeguarding Framework.

Relevant qualification in Disability, Community Services, or related field.

Minimum 4 years’ experience in disability support services, including team leadership.

Strong understanding of the NDIS, SIL/SDA frameworks.

Excellent interpersonal and communication skills.

Strong organisational and problem-solving skills.