Service Delivery Lead – Support Work (Townsville)
Full‐time | Based in Kirwan | Disability / NDIS Operations
This is not a desk job. And it's not "just rostering."
This is the role that keeps services safe, consistent, and scalable — the person who makes sure the roster works in real life, the team is supported, and participants get what they were promised.
At Journey Connect, we're a locally owned NDIS provider in Townsville, built on three values: Quality, Empowerment, Connection. We exist to deliver high‐quality services that genuinely improve people's lives — and we do it with dignity, respect, and a relentless focus on outcomes.
We're now hiring a Service Delivery Lead – Support Work to help drive our next phase of growth and stability in Townsville.
Why this role matters
We're building the backbone of our support work division for the next two years.
This is a newly created role at Journey Connect, evolving our current structure, one we have taken a lot of time to plan and create in order to setup for success.
If you love making order from chaos, making hard calls, and protecting quality you'll thrive here.
What you'll do (high‐impact work)
You'll be the Service Owner for support work delivery — not the person filling every shift, but the person ensuring the whole system is safe, consistent, and defensible.
Service quality & participant outcomes
* Ensure supports align with participant goals, plans, and preferences
* Lead quality checks and respond early to service drift before it becomes an incident
Risk & incident leadership
* Triage incidents, identify patterns, and strengthen practice using calm, structured decision‐making
* Protect participant rights and uphold safe, respectful service delivery
Support worker capability
* Coach and support staff in the field
* Reinforce good practice and lift standards without fear‐based management
* Build consistency and strong matching between participants and workers
Operational decision‐making (NOT admin / NOT rostering)
* Work closely with the Scheduler on complex matching and fatigue risks
* Own decisions relating to complexity and risk
* Escalate only when required — this role is about owning outcomes, not forwarding problems
What we're looking for (non‐negotiables)
This role suits someone who:
* Has strong experience in Service Delivery Leadership, not necessarily in disability support, NDIS operations, but
* Can make clear decisions under pressure and explain them calmly and defensibly
* Understands that participant safety and consistency always come before convenience
* Communicates clearly with staff, families, and stakeholders
* Uses policy as a tool to protect people — not as a shield to avoid decisions
If you're someone who tries to "help everywhere" and ends up buried in tasks, this role won't suit.
We're looking for a leader who protects boundaries and keeps systems strong.
Why Journey Connect
Journey Connect is a locally owned, NDIS‐registered provider committed to person‐centred, evidence‐based support that prioritises participant choice, dignity, and independence. We provide our support services here in Townsville, Gold Coast and Brisbane.
We're known for high standards — and we recruit accordingly.
This is a role for someone who sees disability support as meaningful, long‐term work, not just a job.
Location:
Journey Connect – Townsville
Suite 10, 48 Thuringowa Drive, Kirwan QLD
How to apply
Please submit your resume and a short cover letter outlining why you're a strong fit for this leadership role to:
***********@journeyconnect.com.au
Shortlisted candidates will be guided through our structured screening and onboarding process.