Service Delivery Manager (NDIS)
Job Title: Service Delivery Manager (NDIS)
Department: Operations / Service Delivery
Reports To: Director
Location: Geelong, VIC
Employment Type: Full-Time
Position Summary
The Service Delivery Manager (NDIS) is responsible for overseeing the delivery of high-quality, person-centred services to NDIS participants. This role ensures compliance with NDIS Practice Standards, manages support staff, maintains participant satisfaction, and ensures services are delivered safely, efficiently, and in line with participants’ goals.
The Service Delivery Manager plays a key role in ensuring that all services meet regulatory requirements, maintain quality standards, and support positive participant outcomes.
Key Responsibilities Service Delivery & Participant Support
* Oversee the day-to-day delivery of NDIS supports and services.
* Ensure all services are person-centred and aligned with participant goals and care plans.
* Monitor service delivery to ensure quality, consistency, and participant satisfaction.
* Coordinate service schedules and ensure timely service provision.
* Ensure participants receive services according to their NDIS plans.
* Conduct regular participant reviews and monitor progress toward goals.
Staff Leadership & Workforce Management
* Recruit, supervise, and support workers and team leaders.
* Conduct staff onboarding, training, and performance evaluations.
* Ensure staff understand and comply with NDIS policies and procedures.
* Provide leadership, coaching, and mentoring to staff.
* Manage staff rosters and ensure adequate coverage of services.
* Address staff concerns and resolve workplace issues professionally.
Compliance & Quality Assurance
* Ensure compliance with NDIS Practice Standards and NDIS Code of Conduct.
* Monitor and maintain service quality and safety standards.
* Ensure incident reporting and risk management processes are followed.
* Maintain accurate participant documentation and service records.
* Support internal audits and NDIS external audits.
* Ensure staff maintain required qualifications, clearances, and training.
Participant & Stakeholder Engagement
* Build strong relationships with participants, families, and support coordinators.
* Respond to participant concerns, feedback, and complaints promptly.
* Liaise with external stakeholders, including allied health providers and support coordinators.
* Participate in participant care planning and case conferences.
Risk & Incident Management
* Oversee incident reporting and investigation processes.
* Ensure critical incidents are reported to the NDIS Quality & Safeguards Commission when required.
* Identify service risks and implement preventative strategies.
* Ensure workplace health and safety standards are maintained.
Operational & Administrative Duties
* Monitor service budgets and resource allocation.
* Prepare reports on service performance and compliance.
* Ensure efficient use of staffing and operational resources.
* Maintain confidentiality and data security standards.
* Assist with policy development and continuous improvement initiatives.
Key Performance Indicators (KPIs)
* Participant satisfaction and service quality
* Compliance with NDIS Practice Standards
* Staff performance and retention
* Incident response and resolution times
* Service delivery efficiency
* Achievement of participant goals
* Audit readiness and compliance outcomes
Qualifications & ExperienceEssential:
* Relevant qualification in Disability, Community Services, Health, or Management (e.g., Diploma or Bachelor).
* Minimum 3–5 years experience in disability services or NDIS environment.
* Experience managing staff and coordinating service delivery.
* Strong knowledge of NDIS Practice Standards and NDIS compliance requirements.
* Experience in participant care planning and service coordination.
* Excellent communication and leadership skills.
Mandatory Requirements:
* Current NDIS Worker Screening Check
* Current Working With Children Check (WWCC)
* Current First Aid & CPR Certificate
* National Police Check
* Valid Driver’s Licence
* Right to work in Australia
Desirable:
* Experience in Supported Independent Living (SIL) or Community Access programs
* Knowledge of restrictive practices and behaviour support
* Experience preparing for NDIS audits
* Leadership or management qualifications
Skills & Competencies
* Leadership and team management
* Strong knowledge of NDIS compliance requirements
* Conflict resolution and problem-solving
* Risk management and incident handling
* Time management and organisational skills
* High-level communication skills
* Participant-centred service approach
* Ability to work under pressure and manage competing priorities
Pay: $45.00 – $50.00 per hour
Benefits:
* Professional development assistance
* Work from home
Work Location: Hybrid remote in Geelong VIC