Purpose of role
The NDIS Manager is responsible for the strategic and operational leadership of AVWA's NDIS services. This role ensures high-quality, person-centred services that align with the NDIS Practice Standards. The NDIS Manager oversees the delivery of support coordination, plan management, intake and administration, and ensures compliance, financial viability, and a positive client experience. The role also contributes to business development and strategic planning to support sustainability and growth.
Main duties and responsibilities
NDIS Service Delivery and Operational Management
* Lead the intake process, service agreements, participant onboarding, and plan navigation.
* Ensure the effective and compliant delivery of support coordination and related services.
* Monitor service quality and participant outcomes aligned with their goals.
* Lead the response to incidents, complaints, and complex client issues.
* Maintain strong understanding of NDIS reforms and apply best practice models.
* Work collaboratively with other teams including IT, Finance, Media, Marketing, and Intake to ensure integrated and effective service delivery.
* Promote and embed the core values of AVWA in all aspects of work practice.
Financial Management & Plan Oversight
* Oversee budget utilisation and financial processes related to NDIS plan management.
* Ensure timely and accurate billing and claims in accordance with NDIS funding rules.
* Monitor financial performance and support resource optimisation and cost-efficiency.
Staff Management and Team Leadership
* Manage, support, and supervise the NDIS team including Support Coordinators, Plan Managers, and Admin staff.
* Foster a collaborative and high-performance culture.
* Conduct regular supervision, goal setting, performance reviews, and professional development.
* Handle workforce changes and conflict resolution professionally and in line with AVWA policies.
Quality Assurance and Compliance
* Maintain internal systems and processes that meet NDIS Quality and Safeguarding Framework and NDIS Practice Standards.
* Conduct audits, reviews, and implement continuous improvement strategies.
* Ensure accurate, timely documentation of service delivery and participant records.
* Monitor compliance and risk, and contribute to WHS and ethical practices.
Client and Stakeholder Engagement
* Promote a strong customer experience and client-centred service culture.
* Actively engage with participants, families, carers, and community organisations.
* Respond to client feedback and use insights to improve service delivery.
* Build positive relationships with internal and external stakeholders.
Strategic Planning and Business Development
* Contribute to organisational strategy and service planning.
* Identify opportunities for program expansion, partnerships, and innovation.
* Collaborate with the Business Development and Communications teams to promote services and attract participants.
REQUIREMENTS
Essential
* Demonstrated leadership experience in disability or community services.
* In-depth understanding of the NDIS framework, funding rules, and compliance.
* Proven ability in team management, supervision, and staff development.
* Strong operational and financial management skills.
* High-level interpersonal, communication, and stakeholder engagement skills.
* Ability to manage change, solve problems, and drive continuous improvement.
* Proficient in administration and use of client management systems and Microsoft Office 365.
Desirable
* Tertiary qualification in disability, community services, social work, or related field.
* Experience working with multicultural or CALD communities.
* Proficiency in Excel, SharePoint, and database systems.
* Bilingual skills (Vietnamese highly desirable).
Job Type: Full-time
Pay: $90,000.00 – $120,000.00 per year
Benefits:
* Salary packaging
Experience:
* Leadership: 3 years (Preferred)
* Working with people with developmental disabilities: 2 years (Preferred)
Work Location: In person