Operations Service Lead
NEW CHAPTER SUPPORT!
Do you want to be a part of an organisation with an emphasis on promoting positive change and interpersonal growth among a dynamic and inclusive workplace? Or maybe you're looking for an opportunity to assist people with disabilities, challenge old solutions and champion new ideas?
If this sounds like you, New Chapter wants to meet you!
ABOUT THE ROLE
New Chapter is seeking a dedicated, experienced, and values-driven Operations Services Lead to oversee the day-to-day operations of our NDIS and Child Safety Services.
This role is responsible for ensuring high-quality, compliant, and person-centred service delivery while leading and supporting Team Leaders and frontline staff.
The Operations Services Lead will work closely with senior leadership to drive operational excellence and continuous improvement, and will play a critical role in the business's strategic growth and expansion. This includes identifying new opportunities, increasing service capacity, strengthening stakeholder relationships, and contributing to the ongoing development and sustainability of our programs.
This role will require regular travel across service areas and a strong on-the-ground leadership presence.
WHAT ARE WE LOOKING FOR?
Reporting directly to the Chief Executive Officer, we are looking for somebody who:
● Is a confident, inspiring leader with a 'can-do' attitude and a passion for making a difference
● Demonstrates a high level of leadership capability with the ability to support, mentor, and guide teams
● Has demonstrated experience within the NDIS sector (ideally 3+ years), particularly in service delivery or operations
● And/or qualifies Social Work with relevant experience in disability, child safety, or community services
● Candidates with both NDIS experience and a Social Work qualification will be highly regarded
● Demonstrates excellent problem-solving skills with the ability to think on their feet and make sound decisions under pressure
● Has strong communication and interpersonal skills, with the ability to engage effectively with staff, participants, families, and stakeholders
● Is passionate about delivering high-quality, person-centred supports
● Has a genuine desire to make a meaningful difference in the lives of people living with a disability and children in care
● Applies a trauma-informed, person-centred, and child-centred approach in all aspects of their work
● Thrives in a fast-paced environment and can manage competing priorities effectively
● Brings a growth mindset, with the ability to identify opportunities to expand services and contribute to strategic business development
● Demonstrates flexibility, reliability, and a commitment to meeting participant and organisational needs
● Leads by example, fostering a culture of accountability, collaboration, continuous improvement and continuous growth
REQUIREMENTS THAT ARE A MUST;
● Demonstrated experience within the NDIS sector, with a strong understanding of the NDIS Quality & Safeguards Framework
● Proven experience in a leadership or operational role within disability and/or Child Safety Services
● Strong understanding of compliance, incident management, and risk within NDIS and Child Safety environments
● Experience working with complex participants, including behaviours of concern
● Experience working with children and young people engaged with Child Safety Services, including delivering trauma-informed supports
● Ability to lead teams in dynamic, high-pressure environments and respond effectively to complex situations
● Permanent Rights to work in Australia
● Current Driver's Licence
● Ability and willingness to travel statewide regularly and undertake occasional interstate travel as required
● Current Working with Vulnerable People Check (or equivalent) (or ability to obtain)
● Current Working with Children Registration (or ability to obtain)
● Current National Police Check (or ability to obtain)
● NDIS Worker Screening Clearance
● Current First Aid & CPR Certificate
● Strong administrative and organisational skills, including rostering and service coordination oversight
● Flexible and adaptable approach, with the ability to manage changing operational demands
A FEW REQUIREMENTS THAT ARE DESIRABLE;
● Relevant tertiary qualifications in Social Work, Community Services, Disability, Leadership, or Management
● Additional certifications in Individual Support, Aged Care, or Home and Community Care
● Formal training in trauma-informed care, child protection, or DECYP Child Safety
● Experience with complex health conditions, including Generalised Epilepsy Training or PEG Credentialing
● Prior experience in operational management, service expansion, or business development
● Experience with rostering systems and workforce planning software
● Professional development in team leadership, coaching, or organisational management
WHY NEW CHAPTER?
● We Promote Work-life balance
● We Ensure Health + Wellbeing
● We Value our people
Further information about who we are at New Chapter can be found on our website - New Chapter Support. Should you require any further information about this role, please do not hesitate to contact us at ********@newchaptersupport.com.au.
All applications MUST include a cover letter.