Regional Service & Operations Manager | Tweed Heads & Gold Coast
Lead with Purpose at Eternal Disability Care (EDC)
Are you a proactive leader ready to drive excellence in disability services? This is a pivotal leadership role within our Tweed Heads region. In this position, you will hold dual responsibility for both service and operations delivery, ensuring our high standards of care are matched by seamless business performance.
You will hit the ground running with an established client base and a dedicated team of support professionals. As Regional Operations Manager, you won't just be managing—you will be mentoring your staff and shaping the quality of person-centered care from day one.
About Us
Eternal Disability Care (EDC) is a leading NDIS provider dedicated to delivering heart-led, innovative support. We empower our participants to live their best lives through reliable, high-quality care.
The Opportunity
You will lead and assist in the operational and service success of our Tweed Heads and Gold Coast services. Your focus will be on balancing high-quality participant outcomes with sustainable business growth.
Key Responsibilities:
* Leadership and Staff Management : Provide leadership, guidance, and direction to all operational and support staff, ensuring alignment with organisational values and NDIS principles.
* Service Development and Quality : Lead and manage individualised support plans, ensuring compliance with NDIS standards and participant goals.
* Workforce Planning & management: Manage staff rosters, review timesheets and maintain data integrity in the Vertex portal.
* On-Call Responsibilities: Manage \"On-Call\" duties, providing urgent support and troubleshooting for staff and participants after hours.
* Staff Development: Oversee and facilitate ongoing training programs for staff, ensuring the team stays informed about the latest developments, best practices, and NDIS regulations. You will provide direct training and support to staff to ensure they understand these rights and actively uphold them in every interaction.
* Participant & Staff Feedback: You will be responsible for obtaining regular feedback from both participants and staff. Your goal is to use this insight to refine service delivery and ensure we are meeting the needs of our community effectively.
* Documentation & Reporting: Responsible for the accurate documentation, reporting, and follow-up of all incidents to drive continuous improvement and service excellence.
* Balancing Dignity of Risk and Duty of Care: A crucial aspect of this role is finding the right balance between respecting the dignity of our participants' choices and ensuring their safety and wellbeing.
* Budget Management & Resource Optimisation: Ensure that all programming requirements and participant activities align financially with the allocated budget. Manage resources efficiently and make informed decisions to optimise spending while maintaining the highest standard of care for our participants.
* Network and Stakeholder Relationships : Identify and pursue funding, partnership, and collaboration opportunities to enhance service delivery and participant outcomes.
* Market Analysis: Conduct targeted market research aligned to SIL and CP capacity, identifying specific suburban areas and stakeholder groups where sustainable growth is achievable and operationally supported.
* Intake Process : Work closely with Intake and Operations to ensure referrals match staffing capability, available vacancies, risk requirements and organisational capacity. Ensure all business development activities comply with NDIS Practice Standards and internal EDC policies.
* Governance, Compliance, and Safety: Ensure compliance with all organisational policies, procedures, and regulatory requirements.
Requirements
* Proven Leadership: Extensive experience in disability support with the ability to mentor teams and advocate for participants.
* Industry Expertise: Strong knowledge of the NDIS Framework, including intensive support and compliance.
* Managerial Background: Previous experience as a Service Manager or in a similar operational leadership role is highly advantageous.
* Operational Skills: Excellent communication, budget management, and reporting abilities.
* Compliance: Valid NDIS Worker Screening Check, Driver's License, and relevant qualifications in Disability Support.
* Mobility: Willingness to travel between various SIL locations across Tweed Heads and the Gold Coast.
Why Join EDC?
* Growth: Ongoing career development and professional training.
* Support: A collaborative leadership culture with access to an Employee Assistance Program (EAP).
* Impact: A meaningful role where you directly influence the quality of life for our community.
How to Apply If you are a committed leader looking to grow with a leading provider, click 'Apply Now' with your latest resume to join the EDC team.
We are an Equal Employment Opportunity (EEO) employer and strongly encourage applicants from all cultural, linguistic and gender backgrounds to apply.