Ndis Manager

**Purpose of role**

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.

**Main duties and responsibilities**

**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.
- 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.

**Financial Management & Plan Oversight**
- 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.

**REQUIREMENTS**

**Essential**
- 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.

**Desirable**
- 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).

Pay: $90,000.00 - $120,000.00 per year

**Benefits**:

- Salary packaging

**Experience**:

- Leadership: 3 years (preferred)
- Working with people with developmental disabilities: 2 years (preferred)

Work Location: In person