NDIS Operations Manager

About the Company:

Emerald Care Services is a registered NDIS provider committed to empowering people with disabilities to live independently and achieve their goals. We provide high-quality, person-centred services, including in-home care, community access, support coordination, and specialised services across [regions of operation].

Position Summary:

The Operations Manager is responsible for overseeing the day-to-day operations of the organisation, ensuring that all services are delivered in line with NDIS Practice Standards and meet participant needs. This role will lead and manage operational teams, drive continuous improvement, and ensure regulatory compliance and service excellence.

Key Responsibilities:

Operational Leadership:

• Oversee daily operations across all service areas, ensuring effective and efficient service delivery.
• Monitor and optimise workforce scheduling, rostering, and resource allocation.
• Manage operational KPIs, reporting on service delivery performance, participant satisfaction, and staff productivity.

Care Coordination & Management:

• Oversee the end-to-end care coordination process for participants, including intake, assessment, planning, and review.
• Ensure all supports provided align with each participant's NDIS goals, preferences, and individual care plans.
• Liaise with support coordinators, case managers, families, allied health professionals, and other stakeholders to ensure seamless service delivery and continuity of care.
• Review and update care plans regularly, addressing changing needs, risk factors, and participant feedback.
• Support escalation and resolution of complex care issues, ensuring a timely and person-centred approach.

Team Leadership:

• Lead, mentor, and develop a team of support workers, team leaders, care coordinators, and administrative staff.
• Create a high-performance, collaborative, and client-focused culture across the organisation.
• Conduct regular performance reviews, coaching sessions, and facilitate staff development and training.

Team Management:

• Lead, support, and develop team leaders, support workers, and administrative staff.
• Foster a high-performance culture and ensure team adherence to policies, procedures, and NDIS standards.
• Facilitate regular team meetings, performance reviews, and training sessions.

Compliance & Quality Assurance:

• Ensure compliance with NDIS Practice Standards, relevant legislation, and internal policies.
• Manage audits, incident reporting, risk management, and continuous quality improvement processes.
• Oversee documentation, record-keeping, and data security in line with NDIS and privacy regulations.

Participant & Stakeholder Engagement:

• Ensure high levels of participant satisfaction through responsive and personalised service delivery.
• Work closely with participants, families, and support coordinators to address concerns and support goal achievement.
• Collaborate with external stakeholders such as Local Area Coordinators, allied health professionals, and community organisations.

Business Development & Strategy:

• Contribute to business planning, strategic initiatives, and service expansion.
• Identify opportunities to improve efficiency, grow service offerings, and enhance customer experience.
• Support financial sustainability by managing budgets, service claims, and cost controls.

Key Selection Criteria:

Essential:

• Proven experience in a similar operations or service management role, preferably within the disability, healthcare, or community services sectors.
• Strong knowledge of the NDIS framework, Quality and Safeguarding Standards, and relevant legislation.
• Demonstrated leadership and people management skills, with the ability to lead diverse teams.
• Excellent organisational, problem-solving, and decision-making skills.
• High-level written and verbal communication skills.
• Valid Driver's License and access to a reliable vehicle.
• Current NDIS Worker Screening Check, and First Aid/CPR certification.

Desirable:

• Tertiary qualification in Disability, Community Services, Business Management, or a related field.
• Experience with service delivery in Supported Independent Living (SIL), support coordination, or complex care.

Benefits:

• Competitive salary package with potential performance incentives.
• Supportive and inclusive workplace culture.
• Ongoing professional development and training opportunities.
• Opportunity to play a key role in the growth and impact of a values-driven NDIS provider.