NDIS Manager

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Role Title: Talent Specialist @Australian Vietnamese Women's Association

Role Purpose

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.

Role Description

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.
• 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.

Qualifications

• 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.
• 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).

Seniority level

• Mid-Senior level

Employment type

• Full-time

Industries

• Civic and Social Organizations

Note: This description focuses on role responsibilities and qualifications as provided in the original description. All content has been reformatted for clarity while preserving the original meaning.