NDIS Manager

Role Purpose

The NDIS Manager is responsible for the strategic and operational leadership of AVWA's NDIS

services. This role ensures high-quality, person-centred services that align with the NDIS

Practice Standards. The NDIS Manager oversees the delivery of support coordination, plan

management, intake and administration, and ensures compliance, financial viability, and a

positive client experience. The role also contributes to business development and strategic

planning to support sustainability and growth.

Role Description

NDIS Service Delivery and Operational Management

• Lead the intake process, service agreements, participant onboarding, and plan navigation.

• Ensure the effective and compliant delivery of support coordination and related services.

• Monitor service quality and participant outcomes aligned with their goals.

• Lead the response to incidents, complaints, and complex client issues.

• Maintain strong understanding of NDIS reforms and apply best practice models.

• Work collaboratively with other teams including IT, Finance, Media, Marketing, and

Intake to ensure integrated and effective service delivery.

• Promote and embed the core values of AVWA in all aspects of work practice.

Financial Management & Plan Oversight

• Oversee budget utilisation and financial processes related to NDIS plan management.

• Ensure timely and accurate billing and claims in accordance with NDIS funding rules.

• Monitor financial performance and support resource optimisation and cost-efficiency.

Staff Management and Team Leadership

• Manage, support, and supervise the NDIS team including Support Coordinators, Plan

Managers, and Admin staff.

• Foster a collaborative and high-performance culture.

• Conduct regular supervision, goal setting, performance reviews, and professional

development.

• Handle workforce changes and conflict resolution professionally and in line with AVWA

policies.

Quality Assurance and Compliance

• Maintain internal systems and processes that meet NDIS Quality and Safeguarding

Framework and NDIS Practice Standards.

• Conduct audits, reviews, and implement continuous improvement strategies.

• Ensure accurate, timely documentation of service delivery and participant records.

• Monitor compliance and risk, and contribute to WHS and ethical practices.

Client and Stakeholder Engagement

• Promote a strong customer experience and client-centred service culture.

• Actively engage with participants, families, carers, and community organisations.

• Respond to client feedback and use insights to improve service delivery.

• Build positive relationships with internal and external stakeholders.

Strategic Planning and Business Development

• Contribute to organisational strategy and service planning.

• Identify opportunities for program expansion, partnerships, and innovation.

• Collaborate with the Business Development and Communications teams to promote

services and attract participants.

Qualifications

Essential

• Demonstrated leadership experience in disability or community services.

• In-depth understanding of the NDIS framework, funding rules, and compliance.

• Proven ability in team management, supervision, and staff development.

• Strong operational and financial management skills.

• High-level interpersonal, communication, and stakeholder engagement skills.

• Ability to manage change, solve problems, and drive continuous improvement.

• Proficient in administration and use of client management systems and Microsoft Office 365.

Desirable

• Tertiary qualification in disability, community services, social work, or related field.

• Experience working with multicultural or CALD communities.

• Proficiency in Excel, SharePoint, and database systems.

• Bilingual skills (Vietnamese highly desirable).