Senior Support Coordinator

Organisation: Disability Aging and Community Care Services (DAACCS)

Position Title: Senior Support Coordinator

Reports To: Service Delivery Manager / Operations Manager

Location: Canberra, ACT (and surrounding regions)

Employment Type: [Full-time/Part-time/Flexible]

About DAACCS

At DAACCS, we are dedicated to empowering people with disability and their families to live fulfilling, independent lives. As an NDIS registered provider, we deliver innovative and inclusive services across employment support, aged care, Supported Independent Living (SIL), Specialist Disability Accommodation (SDA), and other NDIS supports. Our values of respect, inclusion, and person-centred care guide everything we do.

Position Purpose

The Support Coordinator plays a critical role in assisting NDIS participants to understand, implement, and make the most of their NDIS plans. This role strengthens the participant's capacity to exercise choice and control, engage with community and mainstream services, and achieve their personal goals.

Key Responsibilities

• Work with participants to understand their NDIS plans and identify achievable goals.
• Coordinate and connect participants with appropriate NDIS providers, mainstream, and community supports.
• Develop and maintain strong relationships with participants, families, carers, and stakeholders.
• Establish and monitor service agreements and service bookings with providers.
• Support participants to build resilience, independence, and long-term capacity to self-manage.
• Advocate on behalf of participants to address barriers and ensure their rights and choices are upheld.
• Maintain accurate case notes, reports, and records in line with DAACCS and NDIS compliance requirements.
• Participate in team meetings, supervision, and DAACCS professional development activities.
• Ensure all practices align with the NDIS Quality and Safeguards Commission requirements, DAACCS policies, and duty-of-care standards.

Selection Criteria

• Relevant qualification in Disability, Community Services, Social Work, or related field (or equivalent experience).
• Tertiary qualification (Certificate IV minimum, diploma or degree preferred) in Disability, Community Services, Social Work, or related field (or equivalent experience with demonstrated competency)
• In-depth understanding of the NDIS framework and disability sector.
• In-depth understanding of the NDIS framework and disability sector, with demonstrated experience working within NDIS-funded services and understanding of plan implementation processes
• Demonstrated experience in case management, service coordination, or advocacy.
• Minimum 3-5 years demonstrated experience in case management, service coordination, or advocacy within the disability or community services sector
• Excellent organisational and communication skills, with the ability to manage competing priorities.
• Strong problem-solving skills and ability to work collaboratively in a team environment.
• Commitment to DAACCS' values of inclusion, respect, and empowerment.
• Current Working With Vulnerable People (WWVP) card, National Police Check, and valid Driver's Licence.
• Full Australian working rights (Australian citizenship, permanent residency, or valid work visa)

Key Performance Indicators (KPIs) – Senior Support Coordinator

1. Participant Outcomes

• Minimum 85% of participants report satisfaction with services provided by their COS.
• Evidence that participants are achieving or progressing towards their NDIS goals.
• Participants linked to at least 3–5 relevant supports within the first 90 days of engagement.

2. Plan Utilisation & Monitoring

• 95% of NDIS funds are used appropriately within each plan cycle.
• Support coordination commenced within 5 business days of referral.
• All service agreements/service bookings established in line with participant goals within 2 weeks.

3. Compliance & Quality

• 100% compliance with DAACCS and NDIS reporting standards (case notes, incident reports, risk assessments).
• Timely submission of incident reports (within 24 hours) and risk escalation when required.
• Zero substantiated breaches of DAACCS or NDIS Commission standards.

4. Stakeholder Engagement

• Quarterly meetings with participants and key stakeholders to review supports.
• Positive collaboration with providers reflected in participant outcomes.
• Active advocacy to remove service barriers for participants (documented in case notes).

5. Professional Growth & Contribution

• Completion of all mandatory DAACCS training and professional development.
• Contribution to at least one service improvement initiative annually.
• Active participation in DAACCS team culture, meetings, and peer support.