Operations Support Manager

OPERATIONS SUPPORT MANAGER

McCall is a values-driven organisation supporting people with disability to live independently and thrive as valued members of the community. We're seeking a dynamic Operations Support Manager to lead our Engagement/Intake and Rostering teams, ensuring participants receive timely, high-quality, person-centered support.

ABOUT THE ROLE

This is a pivotal leadership position where your ability to manage systems, people and processes will directly shape the experience of our participants and the success of our services. You'll oversee the coordination of participant onboarding and staff scheduling, working closely with Practice Leads and service managers to ensure seamless service delivery.

YOUR KEY RESPONSIBILITIES

• Lead and manage the Engagement/Intake and Rostering teams, ensuring alignment with McCall's values and strategic goals
• Oversee rostering operations, ensuring efficient/equitable scheduling, minimal errors and compliance with industrial instruments
• Drive the intake process, ensuring timely assessments, onboarding and service agreements for new participants
• Collaborate with Practice Leads and Service Managers to match staff and services to participant needs
• Ensure compliance with NDIS standards and internal policies
• Promote a culture of service excellence, continuous improvement and participant-centered care

YOU'LL BE RESPONSIBLE FOR

• Ensuring our Engagement/Intake Officers deliver responsive, person-centered onboarding and assessments
• Supporting our Rostering Officer to maintain accurate, timely rosters that meet participant and staff needs
• Monitoring service quality and identifying opportunities for improvement
• Responsible for fostering clear consistent communication between the service delivery teams
• Foster a culture of service excellence, continuous improvement, and participant-centered care.

KNOWLEDGE SKILLS AND EXPERIENCE

• A strong knowledge of Disability/NDIS Price Guide.
• Knowledge and understanding of the NDIS including business rules, funding, support requirements, service standards and guidelines.
• Strong understanding of disability services and intake, engagement processes
• Minimum 5 years' experience in a similar role
• Proven leadership experience managing cross-functional teams
• Excellent communication, stakeholder engagement, and customer service skills
• High-level organisational and time management abilities
• Experience with CRM systems, Microsoft Office, and rostering platforms
• Ability to work under pressure and manage competing priorities

CULTURE AND BENEFITS

At McCall we will offer you rewarding experiences to support us in our vision to be a leader of a community focused on ability. We can further offer:

• Access to salary packaging, which can add up to $15,900 in tax-free pay per year.
• An Employee Assistance Program, a free and confidential counselling service.
• A supportive team culture that is values driven in a growing organisation.

If you are interested in joining McCall, please provide the following:

1.    Cover Letter: The cover letter must outline why you are interested in joining the McCall team, must address the above skills and experience and state whether you have any previous affiliation with McCall or existing staff members.

2.    Resume: which clearly outlines any work experience and qualifications you have that would contribute to your success in this role.

FURTHER ENQUIRIES

If you have further enquiries regarding the position, please contact Nilufer Hira – GM - People & Culture on

The successful applicant must undergo a NDIS Workers Check. McCall is an EEO employer with a diverse workforce. We encourage applications from all members of the community. McCall appreciates the time and effort candidates have taken to submit their applications, however, please note only short-listed candidates will be contacted via phone.