About Ello Care
Ello Care is a Wollongong based NDIS provider that delivers high quality support in supported independent living environments. Our focus is on creating stable, safe and well managed homes where people can build confidence, independence and meaningful routines. We work alongside participants, families, guardians and allied health professionals to ensure each person is supported in a way that reflects their goals, preferences and daily needs.
Our approach is grounded in trust, transparency and consistency. We believe that strong relationships, clear communication and reliable service delivery help people feel secure in their home and stay connected to their personal goals. Our team is dedicated, proactive and committed to maintaining environments where participants can grow, make decisions with confidence and receive the right support at the right time.
Purpose of the Role
The Key Worker plays a central role in the day to day delivery of participant supports within Ello Care's supported accommodation settings. The position works closely with the Team Leader to maintain consistency across the home, ensure quality service delivery, and provide structured guidance that promotes growth, choice and control for participants. The Key Worker is responsible for identifying support needs, maintaining accurate documentation, coordinating daily tasks and contributing to the overall safety and wellbeing of each participant.
Summary and Description of Role
The Key Worker is responsible for supporting the consistent day to day delivery of participant services within our supported accommodation settings. The role works closely with the Team Leader and plays an important part in building participant capacity, promoting choice and control, and guiding participants to stay on track with their goals.
Core responsibilities include identifying areas where participants need support, coordinating appointments, and collecting and reporting accurate data to maintain quality service delivery and effective information sharing for continuity of support. The Key Worker also monitors participant outcomes and ensures all daily tasks and documentation meet Ello Care standards.
Working under the Team Leader, the Key Worker helps maintain compliance, quality shift notes, and consistent use of internal processes. This includes oversight of medication, consumables, and other health-related requirements. The Key Worker is responsible for monitoring and reporting any authorised restrictive practices to ensure all actions remain safe, compliant, and clearly recorded. The role also requires ensuring all appointment forms are current, accurate and ready for staff to use when supporting participants in the community. This includes maintaining the correct templates, updating details as changes occur, checking that information matches the participant's needs, and ensuring all forms are stored and submitted through Ello Care's internal systems. The Key Worker is responsible for making sure appointment outcomes are documented properly, that follow up actions are noted, and that all forms are completed in line with Ello Care processes and NDIS expectations.
The role is hands-on, participant-focused, and central to the quality and consistency of the support we deliver across Ello Care.
Key Responsibilities of the Role
Reporting, Documentation & Compliance
* Complete high-quality progress notes and handover notes every shift, ensuring accuracy, clarity and compliance with NDIS and Ello Care standards. All progress notes and handover notes must be finalised before the completion of the service.
* Complete incident reports and observation reports as required, ensuring they meet quality standards and are submitted within 6 hours of the event in line with Ello Care policy.
* Ensure all mandatory reporting is completed on time, including:
* BSP QR Code entries
* Visitor sign-in records
* Participant sign-out
* External handover QR forms
* Internal restrictive practice documentation
* Report specific concerns to the Team Leader, such as:
* A participant refusing medication
* New bruising or injuries
* Increased distress, withdrawal, agitation, changes in sleep, new behaviours of concern, unusual or sudden excitement etc
* Safety hazards observed in the unit or common areas
Appointment Support and Stakeholder Communication
* Assist the team leader in preparing for and attending appointments by:
* Confirming appointment times
* Ensuring transport is arranged
* Supporting participants to bring required documents or medication lists
* Provide accurate appointment outcomes via progress notes and appointment report forms
* Collaborate with stakeholders (e.g., Support Coordinators, Allied Health, families) to share information such as appointment updates, behaviour observations, functional changes, or daily living data. Please note that any tasks related to stakeholder engagement will be tasked to you via planner outlining your required contribution
* Identify areas where additional support may be beneficial and escalate to the Team Leader, such as requests for new OT referrals, increased behavioural support, equipment needs or any items required in the participants home.
Medication Administration & Health-Related Duties
* Administer medication in line with policies, patient profiles and participant-specific requirements.
* Complete all medication signing sheets with accuracy and in 24hr time.
* Notify the Team Leader when:
* Medication stock is low
* A participant declines their medication
* PRN medication has been administered and why
* Support safe medication sign-out procedures when participants leave site with medication (e.g., signing out blister packs, preparing patient profiles and photos of medication if required).
* Inform the Team Leader promptly of any changes to a participant's health, ensuring all information provided is accurate, detailed and supports timely and appropriate response or treatment.
Inventory & Household Resource Management
* Monitor daily consumables (e.g., continence aids, wipes, gloves) and report low stock levels to the Team Leader.
* Monitor and report to the Team Leader any PRN and routine medication stock to ensure timely reordering.
* Check participant's refrigerators and pantries, ensuring:
* All food is labelled and dated
* Expired items are disposed of
* Food safety standards are maintained
* Maintain safe chemical storage in the bin room, ensuring chemicals:
* Are clearly labelled
* Are locked away appropriately
* Are never left in participant units or common areas.
Restrictive Practice Documentation
* Document every use of any restrictive practice's (e.g., use of sharps, PRN medication used for behavioural escalation, absconding from the premises etc).
* Escalate concerns regarding:
* Any emerging concerns that may require a restrictive practice to be applied
* Any new unauthorised restrictive practices. (must be approved by the Operations Manager or Managing Director prior to implementation)
* A participant requesting removal of an existing RP
* Observations suggesting an RP is no longer required
* Ensure data is collected according to BSP requirements and recorded using the BSP QR code system.
Daily Living & Household Support
* Support participants to complete weekly shopping lists and meal plans, providing guidance around healthy choices, budget limits, and nutritional needs.
* Assist with meal preparation while promoting participant independence.
* Maintain participant units to expected standards, including:
* Clean bathroom and kitchen
* Washing completed
* Rubbish removed
* Food organised and labelled
* Maintain common areas: vacuuming, mopping, wiping surfaces, removal of spiderwebs, hosing of outdoor surfaces, remove any rubbish, ensure all smoke butts are picked up, empty ashtrays and identifying hazards.
* Record daily community access data on the whiteboard (time out, return time and staff providing the service).
Financial & Budget Support (Budgetly)
* Appropriate use of Budgetly, ensuring:
* Receipts are uploaded immediately
* Purchase notes are accurate
* No transactions are left incomplete
* Promote transparency and accountability with all participant purchases.
Professional Conduct
* Always maintain privacy and confidentiality.
* Present in a clean, professional uniform, appropriate footwear, and maintain personal grooming standards.
* Wear the assigned lanyard and ID badge each shift.
* Adhere to Ello Care policies, NDIS Code of Conduct, and WHS requirements.
Job Type: Casual
Work Location: In person