Practice Manager

**Reports to**: Director/Owner (or General Manager)

**Direct Reports**: Support Coordinators, Frontline Staff, and Administrative Staff

**Our Brands**: iSeekSupport and iSeekCare (This position will be focusing on iSeekSupport)

**Position Summary**:
The Practice Manager is responsible for overseeing day-to-day service delivery, ensuring high-quality support, operational efficiency, and compliance with NDIS Practice Standards. This role also plays a key part in business growth by implementing strategies to attract new clients and increase revenue while maintaining excellent service standards.

**Key Responsibilities**:
**Service Delivery Oversight**:

- Monitor and manage the delivery of NDIS services to ensure client goals are met.
- Coordinate with Team Leaders and Support Coordinators to maintain service consistency.

**Staff Supervision & Development**:

- Supervise and support Support Coordinators, Team Leaders, and relevant administrative staff.
- Identify training needs and collaborate with HR to implement professional development programs.

**NDIS Compliance & Quality Assurance**:

- Ensure compliance with NDIS Practice Standards, including documentation, reporting, and assisting the COO with audits.
- Conduct regular service reviews and implement improvements as needed.

**Client & Stakeholder Engagement**:

- Maintain regular communication with clients, families, and stakeholders to assess satisfaction and gather feedback.
- Resolve client concerns promptly and professionally.

**Operational Efficiency**:

- Collaborate with the Operations Manager to optimise processes, including rostering, scheduling, and resource allocation.
- Assist with the development and implementation of policies and procedures.

**Revenue Growth & Client Acquisition**:

- Develop and implement strategies to attract new clients and increase revenue.
- Collaborate with the Marketing & Client Relations Officer to promote services through community engagement, partnerships, and targeted marketing efforts.
- Monitor market trends and identify opportunities for growth in the NDIS sector.
- Track referral sources and conversion rates to refine client acquisition strategies.

**Risk Management & Incident Reporting**:

- Oversee incident reporting processes and ensure corrective actions are implemented.
- Contribute to the development of risk management strategies to enhance service safety.

**Key Performance Indicators (KPIs)**:

- Client satisfaction rates and feedback.
- Staff performance and retention metrics.
- Compliance audit outcomes.
- Efficiency improvements in service delivery processes.
- **New client growth and revenue increase.**:

- **Number of successful marketing initiatives and partnerships.**

**Required Skills & Qualifications**:

- Strong understanding of NDIS Practice Standards and service delivery requirements.
- Proven experience in business development, sales, or marketing within the disability or community services sector.
- Excellent leadership, communication, and interpersonal skills.
- Proficiency in administrative and case management systems (e.g., MyProviderHub).
- Strong analytical and strategic thinking abilities.

**Job Types**: Part-time, Permanent

Pay: $52,404.30 - $60,000.00 per year

Expected hours: 20 - 25 per week

**Benefits**:

- Professional development assistance
- Referral program
- Work from home

Schedule:

- Day shift
- No weekends

Supplementary Pay:

- Performance bonus

**Experience**:

- Leadership: 2 years (required)
- Sales: 1 year (preferred)

Work Authorisation:

- Australia (required)

**Location**:

- Sydney NSW (required)

Work Location: Remote