Service Manager

Service Manager - Role and Responsibilities

Yarning Crescent

Overview

At Yarning Crescent, we walk alongside families, services, and partners to deliver culturally safe, person-centred, and high-quality supports across disability, community, and wellbeing programs.

The Service Manager plays a vital leadership role in ensuring these supports are delivered consistently and in line with our cultural values, NDIS Practice Standards, and organisational vision of connection, culture, and community.

This position is key to maintaining excellence in frontline service delivery, compliance, and community relationships—driving positive outcomes for participants, strengthening partnerships, and contributing to the growth and visibility of Yarning Crescent’s programs across regions.

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Key Responsibilities

Operational Leadership
- Oversee day-to-day operations and ensure smooth, responsive, and consistent service delivery across all programs.
- Manage participant intakes, onboarding, and service agreements using Yarning Crescent’s approved templates to ensure accuracy, compliance, and cultural sensitivity.
- Support and empower team members to deliver quality, culturally appropriate care that reflects Yarning Crescent’s values and community expectations.
- Coordinate with program leads, support coordinators, and external stakeholders to ensure participant goals and outcomes are achieved.
- Manage budgets, rosters, and resources in accordance with NDIS and organisational requirements.
- Ensure accurate documentation, reporting, and record-keeping across all service areas.

Growth, Partnerships & Stakeholder Relations
- Actively contribute to the growth and sustainability of Yarning Crescent’s services by maintaining strong relationships with support coordinators, referrers, and partner organisations.
- Provide NDIS registration and audit assistance, ensuring processes, documentation, and evidence meet regulatory and compliance requirements.
- Promote Yarning Crescent’s programs and initiatives to community networks and industry partners.
- Identify new partnership opportunities that align with our mission and values.
- Represent Yarning Crescent at community events, expos, and volunteering initiatives to raise awareness and foster connections within the Aboriginal and Torres Strait Islander communities we serve.

Cultural Safety & Community Connection
- Embed cultural supervision, safety, and reflection across all services.
- Foster an environment where Aboriginal and Torres Strait Islander participants, Elders, and families feel respected, heard, and supported.
- Build and maintain relationships with community partners, Elders, and cultural leaders to strengthen service impact and inclusiveness.
- Uphold Yarning Crescent’s partnership commitments through CAPO and other Aboriginal community-controlled networks.

Staff Leadership & Development
- Lead recruitment, onboarding, mentoring, and performance management of frontline staff.
- Create a supportive and empowering environment where staff feel valued, guided, and culturally grounded.
- Promote professional growth and continuous learning through regular supervision, coaching, and training opportunities.
- Manage team rosters to ensure participant coverage and fair workload distribution.

Quality, Compliance & Risk Management
- Ensure all service delivery aligns with NDIS Practice Standards, Code of Conduct, and internal policies.
- Oversee incident management, risk assessments, and compliance reporting in collaboration with leadership and Quality & Risk teams.
- Conduct regular audits, participant feedback reviews, and service evaluations to maintain excellence.
- Identify and address systemic issues or gaps in service delivery through proactive planning and improvement initiatives.

Continuous Improvement & Innovation
- Drive innovation through community-led approaches and culturally responsive practices.
- Support the development of new initiatives and partnerships, including future programs such as Aboriginal business incubator and accelerator collaborations with CP Ventures.
- Work collaboratively with leadership to strengthen systems, processes, and reporting tools for greater impact and accountability.

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Desirable Skills & Experience
- Deep understanding of the NDIS framework and participant-centred models of care.
- Proven experience in intake coordination, service agreement management, and NDIS documentation.
- Strong background in staff management, rostering, and scheduling systems (e.g. ShiftCare).
- Excellent interpersonal, communication, and stakeholder engagement skills.
- Proven ability to engage and build trust within Aboriginal and Torres Strait Islander communities.
- Demonstrated experience working with Aboriginal Community Controlled Organisations (ACCOs), Elders, and local community networks.
- Ability to manage competing priorities and make sound, ethical decisions under pressure.
- Experience in the disability, community, or healthcare sec