Operations Lead

Operations Lead – The Soul Shack | FNQ Occupational Therapy

(Director's Delegate / Second-in-Command)

Role Purpose

The Operations Lead is the primary on-site leader at The Soul Shack, responsible for ensuring day-to-day operations of Supported Independent Living (SIL), individual respite, group respite 'camps', community access, and our supported employee program.

Acting as the Director's delegate, the Operations Lead is the central communication point between the Director and the team. They are responsible for implementing systems, processes, and decisions, ensuring compliance with NDIS requirements, and maintaining The Soul Shack's values, culture, and participant-centred approach.

The Operations Lead works in close collaboration with the Wellness Coordinator and Camp Coordinator, while providing direct supervision to the Admin Assistant, support workers, and trainee support workers.

Key Responsibilities

1. Leadership & Representation

• Act as the face of The Soul Shack for staff, participants, families, support coordinators, and external providers
• Model The Soul Shack's values, culture, and person-centred practice.
• Provide day-to-day leadership and guidance to staff and trainees.
• Represent the organisation at community events, stakeholder meetings, and public forums.

2. Director Liaison

• Act as the single communication channel between staff and the Director.
• Implement Director's strategic decisions on-site, ensuring consistent follow-through.
• Provide regular summaries and updates to the Director on operations, risks, staffing, finances, and participant needs.
• Escalate issues only when beyond delegated authority.

3. Operational Oversight

· Oversee daily operations of individual respite, group respite 'camps', community access, and our supported employee program.

• Work closely with the Wellness Coordinator and Camp Coordinator to align program delivery, staff practice, and participant wellbeing.
• Manage rosters, staffing levels, and scheduling, ensuring participant support needs are met.
• Ensure property, supplies, and equipment are maintained, include vehicles.
• Resolve operational challenges quickly and effectively.

4. Systems, Processes & Compliance

• Develop and implement policies, procedures, and workflows to meet NDIS Practice Standards.
• Ensure compliance with NDIS audits, quality reviews, and reporting requirements.
• Oversee risk management, incident reporting, complaints handling, and restrictive practice reporting.
• Develop and ensure implementation of processes on risk assessments that have been developed by an external consultant.
• Drive continuous improvement across service delivery.

5. Staff Collaboration & Development

• Provide direct supervision and support to the Admin Assistant, ensuring smooth administration and record-keeping.
• Work alongside the Wellness Coordinator and Camp Coordinator to ensure effective team support, training, and compliance.
• Provide leadership to support workers, trainees, and volunteers.
• Foster a collaborative, positive, and accountable team culture.

6. Participant & Family Liaison

• Be the primary contact for participants and families on a day-to-day basis.
• Maintain and update Individual Participant Summaries (IPS) and risk profiles.
• Ensure participant supports are delivered consistently and respectfully.
• Action feedback from participants and families, escalating when needed.

7. Administration & Reporting

• Use and oversee digital systems including Connecteam, Splose, and Microsoft/Outlook to manage rosters, forms, documentation, and records..
• Ensure the accuracy and completeness of data entered into these systems.
• Collate and check staff timesheets for accuracy before submission for payroll processing.
• Document, lodge, and monitor receipts and expenses, ensuring they are coded correctly and aligned with budget allocations.
• Work with the Admin Assistant to support administrative functions, delegating tasks where appropriate.
• Prepare progress reports, funding justifications, and compliance documentation.
• Coordinate communication with support coordinators, external providers, and the NDIS Commission.

· Track budgets and roster costs, reporting to the Director as required.

8. Community & Growth

• Take the lead in marketing and promotion, including Mailchimp campaigns, social media content, and other creative strategies to showcase The Soul Shack.
• Build strong partnerships with local providers, networks, and community groups, working in conjunction with the Wellness Coordinator and Camp Coordinator.
• Develop and implement advertising initiatives to increase visibility and engagement with participants, families, and the broader community.
• Identify opportunities for service growth and innovation, presenting recommendations to the Director

Reporting Line

• Reports to: Director (remote/strategic role)
• Works in collaboration with: Wellness Coordinator, Camp Coordinator
• Directly supervises: Admin Assistant
• Provides leadership to: Support workers, trainees, and volunteers
• Acts as: Director's delegate for day-to-day operational decisions

Key Selection Criteria (EACH CRITERIA MUST BE ADDRESSED)

Applicants should demonstrate:

1. Leadership & Communication

2. Ability to lead daily operations while collaborating effectively with peer coordinators.

3. Strong skills in acting as the central liaison between Director, staff, and external stakeholders.

4. Operational & Organisational Skills

5. Experience managing rosters, schedules, and multiple service streams simultaneously.

6. Strong problem-solving and decision-making abilities.

7. NDIS Knowledge & Compliance

8. Understanding of NDIS Practice Standards, audits, and reporting requirements.

9. Experience with risk assessments, incident reporting, and compliance systems.

10. Participant-Centred Practice

11. Commitment to ensuring high-quality supports that respect participant choice and control.

12. Strong skills in engaging with participants, families, and support coordinators.

13. Systems & Administration

14. Confidence using digital platforms (e.g., Connecteam, Splose, Microsoft/Outlook, Mailchimp).

15. Ability to develop, implement, and monitor systems and processes.

16. Values & Culture Fit

17. Alignment with The Soul Shack's values of fun, community, inclusion, and growth.

18. Ability to foster a supportive, positive, and innovative team culture.