Service Coordinator- Join Affinity Alliance’s Mission to Empower Lives

Affinity Alliance, a Registered NDIS service provider, is dedicated to providing flexible, person-centered services that promote independence, improve quality of life, and empower individuals with disabilities. We offer a range of tailored services to support each participant's strengths, rights, and choices, and we are committed to enhancing their well-being through compassionate, holistic care.

Position: Service Coordinator

The purpose of this role is to lead operational teams, ensuring that services align with participant needs and deliver exceptional outcomes for both participants and the organization. As a Service Coordinator, you will handle and resolve client queries, develop strategies to improve service delivery, lead and educate client services staff, and maintain essential business relationships with various stakeholders. This unique role involves full responsibility for staff rostering and adjustments, data and record management, and the operational management of accommodations and other service sectors. Your work will play a pivotal role in supporting the health, safety, and well-being of both staff and participants, including forensic backgrounds and complex mental health challenges participants

Key Responsibilities:

Client Intake, Assessment & Support:

Provide hands-on support to participants as needed and facilitate smooth client intake by coordinating with families, NDIS representatives, and allied health professionals.

Process and receive new referrals, negotiating funding and service arrangements for transitional support according to the NDIS price guide.

Gather comprehensive information on new clients' immediate support needs and develop individualized support plans that address personal, health, and skill development goals.

Prepare and maintain the Roster of Care (ROC), collaborating closely with the roster team to ensure adequate staff coverage that meets participant needs.

Implement strength-based, least restrictive practices in daily living support and embed these approaches within support plans.

Investigate and resolve incident reports, ensuring proper documentation and timely closure, and prepare detailed reports for stakeholders.

Attend stakeholder meetings and conduct regular visits to participants, liaising with SIL House Team Leaders to gather insights and feedback directly from clients.

Clearly communicate each support plan's objectives and documentation requirements to staff, ensuring a consistent understanding and seamless execution across the team.

Oversee and support staff to foster a positive, safe work environment, ensuring alignment with each participant's support plan, including those for forensic clients with complex mental health challenges

Lead positive behaviour support strategies and ensure staff adhere to the organization’s standards.

Ensure all employment prerequisites are met and staff complete mandatory training.

Data and Records Management:

Ensure compliance with legislative and administrative requirements for creating, handling, and reporting information related to participants, staff, volunteers, and service delivery.

Maintain accurate, up-to-date information, adhering to confidentiality policies and records management.

Provide reports for research, funding requirements, and service evaluation as needed, ensuring accurate statistical information and administrative records are maintained.

Track daily logs for support workers to maintain accountability and service accuracy.

About You:

We are seeking a Service Coordinator who is experienced, professional, and committed to excellence in service delivery. The ideal candidate should have:

Minimum of 2 years of NDIS experience, including STA, MTA, and SIL, SDA settings.

Proven service management experience, particularly in SIL, in-home and community participation coordination.

Expertise in rostering, time management, and building strong stakeholder relationships.

Knowledge of ROC (Roster of Care), restrictive practices, high medical needs, and NDIS compliance requirements.

Experience working with forensic clients and managing complex mental health challenges.

Strong communication skills and a commitment to providing exceptional quality services.

A proactive, positive attitude with a dedication to enhancing participant outcomes.

Proficiency in Word, Excel, and strong overall computer and communication skills.