SIL Service Manager - Wollongong NSW
Full Time Position
Salary: $97,719.44 per annum + superannuation
Lead SIL services where your leadership actually matters
About the role
As the SIL Service Manager, you will oversee the day‐to‐day operations, quality, safety and compliance of SIL homes across Wollongong and one Sydney-based home. You will work closely with Team Leaders, support workers, participants, families, guardians, Behaviour Practitioners, Support Coordinators, Allied Health professionals, HR, workforce/rostering and senior management. Your role will be to make sure each home is operating safely, consistently and in line with participant needs, NDIS requirements and SHCS expectations.
You will not be expected to do everything yourself. A key part of this role is building strong Team Leaders, setting clear expectations, following up properly and making sure concerns are managed early. This role also includes staff leadership responsibilities, including coaching, supervision, performance support, conduct management and disciplinary processes where required, in line with SHCS policy and HR guidance.
What you'll be doing
* oversee SIL operations across Wollongong and one Sydney SIL home;
* provide leadership, coaching and accountability to Team Leaders;
* complete regular site visits, house checks and quality reviews;
* support homes with both low and high complexity participant needs;
* monitor roster risks, staffing ratios, active nights and operational gaps;
* review incidents, ABC data, case notes, medication concerns and environmental risks;
* support safe responses to behaviours of concern, medical changes and participant risk;
* ensure supports align with participant support plans, behaviour support plans, mealtime plans, medication requirements and daily routines;
* work with the rostering/workforce team to support safe and appropriate staffing;
* maintain positive communication with participants, families, guardians, Support Coordinators and external stakeholders;
* support participant onboarding and transitions into SIL services;
* assist Team Leaders with worker performance concerns, house standards and follow‐up actions;
* complete staff check‐ins, supervision discussions and debriefs where required;
* support employee performance management, including informal coaching, letters of concern, performance improvement actions and disciplinary processes in consultation with HR/senior management;
* assist with recruitment, onboarding and induction of staff into SIL homes;
* identify staff training needs and support workforce capability across homes;
* escalate serious risks, complaints, safeguarding concerns or operational issues to senior management;
* help build a positive, accountable and respectful culture across SIL homes.
Employee leadership responsibilities
* coaching Team Leaders to manage their homes confidently;
* identifying staff performance or conduct concerns early;
* documenting concerns clearly and factually;
* supporting informal performance discussions;
* conducting or supporting low-risk disciplinary meetings where appropriate;
* escalating higher-risk employee matters to HR and senior management;
* supporting staff development, training and performance improvement;
* ensuring Team Leaders are not carrying unresolved staff issues alone;
* helping create a workplace culture that is respectful, accountable and safe.
Who we're looking for
We are looking for someone who is confident, practical and people-focused.
You will suit this role if you:
* understand how SIL services operate day to day;
* can work across behaviours, medical needs, mental health, personal care and complex support needs;
* can lead Team Leaders without micromanaging;
* can balance compassion with accountability;
* communicate clearly and professionally;
* build rapport with participants, families, workers and stakeholders;
* can have difficult conversations respectfully and confidently;
* stay calm when things become urgent, emotional or complex;
* follow through on what you say you will do;
* understand documentation, boundaries, risk and escalation pathways;
* can identify problems early and work towards practical solutions;
* care about creating safe, respectful and person-centred homes.
Essential requirements
To be considered for this role, you must have:
* minimum Certificate IV in Disability, Community Services, Individual Support, Mental Health or a related field;
* minimum 2–3 years' experience working within Supported Independent Living services;
* previous leadership or management experience within SIL, disability accommodation, residential care or complex support settings;
* experience supporting participants with a range of needs, including behaviours of concern, psychosocial disability, medical needs or complex care requirements;
* strong understanding of SIL operations, including routines, staffing ratios, active nights, incidents, medication processes and house standards;
* experience leading Team Leaders, Senior Support Workers or disability support teams;
* experience supporting staff performance, supervision, coaching or disciplinary processes;
* understanding of NDIS Practice Standards, quality, safeguarding and participant rights;
* experience managing incidents, complaints, family/guardian concerns and worker performance matters;
* strong written and verbal communication skills;
* current NDIS Worker Screening Check, or willingness to obtain;
* current Working with Children Check, or willingness to obtain if required;
* current driver's licence and reliable vehicle
Highly regarded
* restrictive practices and behaviour support plans;
* reportable incidents and incident follow-up;
* medication management, manual handling, mealtime support and medical escalation;
* SCHADS Award and disability workforce management;
* recruitment, onboarding, staff supervision or performance review experience;
* ShiftCare, BambooHR or similar systems;
* overseeing multiple SIL homes;
* leadership or management qualifications.
What we offer
* $97,719.44 per annum + superannuation
* Salary inclusive of applicable flexi, on‐call, reasonable additional time, first aid and travel allowances
* Full‐time leadership role
* 1 hybrid work‐from‐home day per week
* Phone and laptop provided
* EAP support
* Ongoing training and professional development
* Supportive senior leadership team
* Opportunity to strengthen and shape SIL operations
* A role where your leadership has real impact
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