Service Manager

About Us

Connect Care Australia is a boutique disability support organisation offering Supported Independent Living (SIL) services mainly in Western Sydney.

We take pride in delivering holistic, personalised, warm and homely supports, creating an elevated lifestyle through community connection, a sense of belonging and empowering individuals to achieve their personal goals.

We work to inspire active participation and belonging while supporting people to achieve their highest level of physical, emotional and overall wellbeing in a safe and supportive environment.

Position Purpose

Seeking a Service Manager to oversee the operational and strategic management of our SIL services.

You will:

• Lead and support a diverse team of Team Leaders, Nurses and Support Workers

• Ensure high-quality, person-centred services

• Build strong relationships with participants, families and stakeholders

• Develop and implement robust, replicable processes that support safe and efficient operations

You will lead and inspire a dedicated team to achieve the organisation's strategic objectives, while maintaining the highest standards of service.

Experience in the disability or NDIS sector is highly regarded, however we are also open to applicants from other people-focused service environments (e.g. health, rehabilitation, insurance/case management, aged care, social services, customer service–intensive roles), particularly those who have worked in commercially-focused environments and are motivated to quickly learn the NDIS requirements.

Reporting To

Senior Management/Directors

Qualifications, Skills and Experience

Australian work authorisation is required at the time of application.

Essential

• Strong work ethic and commitment to follow-through

• Proven leadership and people management experience, ideally across diverse roles (e.g. support workers, nurses, frontline staff, team leaders)

• Strong organisational and time management skills, including the ability to manage competing priorities and deadlines

• Demonstrated ability to develop, document and implement clear, repeatable processes and workflows

• Solid administration experience, including managing documentation, scheduling, reporting and record-keeping

• Strong case management skills, including coordinating multiple stakeholders; maintaining timely accurate and organised documentation; managing your time and caseload effectively

• Excellent customer relationship skills, with a track record of delivering high-quality customer or client service

• Excellent communication, negotiation and problem-solving skills

• High-level interpersonal skills, with the ability to build trust and maintain relationships with staff, participants, families and external stakeholders

• Intermediate to advanced computer skills (Microsoft Word, Excel and general systems)

• Experience implementing or working within policies, procedures and quality standards

• Ability to adapt in a dynamic work environment and manage multiple tasks efficiently

• Experience working in a service-based organisation with operational and/or financial performance targets; experience in a commercially focused environment is highly regarded

• Demonstrated ability to manage budgets and financial performance

Desirable

• Experience in the disability, health, rehabilitation, insurance, aged care or a similar people-focused sector

• Knowledge of the NDIS framework, regulations and quality standards, or a clear willingness and capability to rapidly develop this knowledge

• Experience with budgeting, rostering or managing financial performance

• Cert IV in Leadership and Management, similar qualification or equivalent demonstrated experience

• Knowledge of relevant Industry Awards (e.g. SCHADS and Nurses Award)

Key Responsibilities

• Provide day-to-day leadership, guidance and support to team to ensure safe, consistent and high-quality service delivery

• Model and promote a positive, accountable and person-centred culture across the team

• Oversee participant intake, onboarding and ongoing case management to ensure supports are well-coordinated, documented and responsive to changing needs

• Develop, document and implement efficient, repeatable processes for service delivery and case management; rostering and resource allocation; incident, risk and feedback management; reporting and compliance activities

• Ensure all documentation (progress notes, reports, registers, internal process audits, risk assessments, service agreements, etc.) is completed accurately, on time and to a high standard

• Lead the delivery of NDIS-related activities, including management of quotes and service agreements (training and support will be provided where required)

• Build and maintain strong relationships with participants, families, guardians, support coordinators and other key stakeholders

• Respond promptly and professionally to concerns, incidents and feedback, and implement improvements to enhance service quality and stakeholder satisfaction

• Stay informed about relevant NDIS regulations, policies and industry trends, and support the team to remain compliant

• Contribute to quality assurance and continuous improvement activities, including audits, performance measures and review of service processes

• Support business growth by contributing to participant acquisition strategies, networking and maintaining a positive reputation within the community

• Comply with Connect Care Australia's organisational policies and procedures and promote safe, ethical and person-centred practice