Support Coordinator Team Leader

About Tender Loving Care Disability Services

Mission:

To deliver individualised, person-centred supports for people with disability, assisting them to reach their goals, build independence and actively engage in their communities.

Values:

• Integrity: Operating ethically, honestly and transparently
• Respect: Valuing the rights, dignity and uniqueness of each person
• Impact: Striving for meaningful outcomes and positive change
• Engagement: Collaborating with participants, families and community to enable success

Services Provided:

Tender Loving Care Disability Services provides supported accommodation, day programs, community participation, daily living supports and in-home care.

Position Purpose

The Support Coordinator Team Leader is responsible for leading our Support Coordination team to deliver high-quality, person-centred NDIS services. This role ensures effective implementation of participants' NDIS plans, team performance oversight, compliance with NDIS Practice Standards and continuous service improvement. The role also carries a small caseload of complex participants and acts as a senior resource for staff.

Key Responsibilities

I. Participant-Centred Practice

• Uphold NDIS Practice Standards and a person-centred approach aligned with Tender Loving Care's values.
• Guide the development and implementation of individualised support plans that reflect participants' goals, strengths and preferences.
• Promote participants' rights to dignity, choice, control, self-determination and privacy.

II. Specialist / Complex Support Coordination

• Provide Level 2 & Level 3 Support Coordination to participants with complex needs (where required).
• Identify and overcome barriers to accessing mainstream and specialist supports; coordinate wrap-around services.
• Escalate and manage critical risks and safeguarding concerns in line with policy and NDIS regulations.

III. Capacity Building & Empowerment

• Empower participants to self-manage supports, make informed choices and build independence.
• Provide education, advocacy and guidance on service options, funding usage and community involvement.
• Assist participants in plan reviews, ensuring value and alignment with goals.

IV. Team Leadership & Mentorship

• Lead, support and mentor the Support Coordination team; set clear expectations, monitor performance and support professional growth.
• Manage workload allocation, monitor KPI achievement, caseloads and service quality.
• Facilitate onboarding and training of new staff; sustain a positive, inclusive team culture.

V. Risk, Safeguarding & Compliance

• Proactively identify, report and respond to risk or safeguarding issues; submit mandatory notifications and incident reports.
• Ensure the team's adherence to the NDIS Code of Conduct, Tender Loving Care policies, WHS and other relevant legislation.

VI. Quality, Documentation & Systems

• Maintain accurate participant records, risk assessments, service notes and reports using approved systems (e.g., CareVision or equivalent).
• Prepare reports on service delivery, participant outcomes, funding use and review findings.
• Regularly audit team practices to ensure compliance and continuous improvement.

VII. Stakeholder & Community Engagement

• Develop and sustain relationships with participants, families, mainstream services, allied health, community organisations and advocates.
• Represent Tender Loving Care in sector forums, collaborate with external agencies and contribute to community development.

Key Selection Criteria

Essential:

• Minimum of 3 years' experience in NDIS Support Coordination or within disability services, social work, or a related field.
• Demonstrated experience as a Level 2 or 3 Support Coordinator, including mentoring or leadership of team members.
• Strong understanding of the NDIS framework, including Practice Standards, Price Guide and sector regulations.
• Proven commitment to person-centred, trauma-informed and culturally responsive practice.
• Excellent interpersonal, communication, and conflict resolution skills.
• High level of organisational, administrative and system-use skills, including experience with CRM or client management systems.
• Current Australian Driver's Licence, NDIS Worker Screening Check, Working with Children Check (if applicable), and First Aid & CPR certification.

Desirable:

• Tertiary qualification in Social Work, Psychology, Disability Studies, or a related discipline.
• Experience supervising or coaching staff within disability or community services.