Care Operations & Quality Manager

Homage; Melbourne; Hybrid; AUD 180.000 - 260.000; Vollzeit

Benefits dieser Stelle

ESOP

Hybrid working

Direct CEO access

Career growth

Annual salary review

Employee Assistance Program

Leadership team culture

Zusammenfassung

Homage is seeking a senior Care Operations & Quality Manager in Melbourne to lead five Service Coordinators, drive clinical governance, and scale our care delivery across NDIS and Support at Home. You’ll shape compliance architecture, use data to improve fulfilment and care consistency, and partner with a growing network of providers.

You’ll report to the CEO, own incident management and quality reporting, and collaborate with product for regulatory-aligned internal systems.

Qualifikationen

• Current AHPRA registration as a Registered Nurse or Allied Health Professional.
• 5+ years in a senior leadership role within NDIS, aged care, or community health.
• Deep working knowledge of NDIS Practice Standards and incident reporting obligations.
• Experience managing clinical staff - supervision, scope of practice, and AHPRA compliance.
• Track record of building clinical policies, SOPs, and governance frameworks - not just inheriting them.
• Strong data literacy - able to convert operational data into root cause diagnoses and measurable improvement targets.
• Full working rights in Australia; NDIS Worker Screening Check (or willingness to obtain)
• Experience with the Support at Home program, including transition from Home Care Packages
• Knowledge of high-intensity supports (registration group 0104) and Behaviour Support Plan implementation as an implementing provider
• Concurrent experience managing NDIS and aged care funding streams simultaneously

Aufgaben

• Lead, manage, and develop a team of five Service Coordinators - performance management, onboarding, and professional development.
• Set the standard for coordination rhythm, care note quality, escalation discipline, and participant communication.
• Own fulfilment rate, care consistency scores, LMC rate, and no-show rate as your primary operational KPIs.
• Diagnose performance gaps using operational data - identify root causes, build SOPs with clear targets, and own the improvement trajectory after launch.
• Build and maintain rostering SOPs by funding type (NDIS vs Support at Home) and roster type (ad hoc vs ongoing).
• Manage participant intake from referral acceptance to active service - care plan initiation, service agreement execution, and budget activation.
• Monitor participant budget utilisation across both programs, flagging risk proactively before it becomes a problem.
• Own the operational layer of our AP partner network - 50+ Support at Home and 10+ NDIS Support Coordinator partnerships.
• Build and maintain SOPs and SLAs by service request type: new referrals, service changes, and emergency requests.
• Lead activation of newly contracted partners - onboarding, system briefing, and first-referral SLA.
• Track partner SLA performance and manage escalations when standards aren't met.
• Build and maintain Homage's clinical governance framework - all policies and procedures across our NDIS and Support at Home registration scope.
• Own NDIS practice standard self-assessment and audit readiness across all registered groups - including high-intensity supports and behaviour support plan implementation obligations.
• Manage all clinical staff: AHPRA registration monitoring, clinical supervision for RNs and ENs, and scope of practice governance.
• Own the dual-track incident management framework - NDIS reportable incident obligations and Support at Home SIRS notification requirements - from classification through to closure.
• Operate the complaints register with clear SLA compliance and closure documentation.
• Convert incident trends, complaint themes, and audit findings into documented improvement actions with owners and deadlines.
• Deliver quarterly quality and governance reporting to the CEO.
• Serve as the primary internal owner of our care management and CRM platforms from a compliance and operational standards perspective.
• Work with our product team to ensure our internal systems reflect current regulatory requirements and support frontline team efficiency.
• Own documentation standards, data integrity, and incident logging workflows across all internal platforms.

Kenntnisse

AHPRA registration

Senior leadership

NDIS knowledge

Data literacy

Policy development

Stakeholder management

Ausbildung

Jobbeschreibung

This is not a compliance role with an operations title. It's not an operations role with a clinical governance footnote. It's both - and at Homage, you'll have the authority, the team, and the direct line to the CEO to do it properly.

Homage is a tech-enabled care provider helping Australians with disability and ageing needs live well at home. We work across NDIS and the new Support at Home program, combining smart technology with deeply human support. We're growing fast, and the engine that powers our care delivery needs a senior leader to own it.

As Care Operations & Quality Manager, you'll lead a team of five Service Coordinators, own our clinical governance and compliance architecture across NDIS and Support at Home, and drive measurable improvement in fulfilment and care consistency - using data, not instinct. You'll shape how our internal systems support frontline compliance and participant outcomes, and hold the operational relationship with our growing partner network. You report directly to our CEO.

If you've spent your career bridging the gap between what clinical standards demand and what operational systems actually deliver - this is the role you've been waiting for.

So, what will be your part in our Mission?

Your team:

• Lead, manage, and develop a team of five Service Coordinators - performance management, onboarding, and professional development
• Set the standard for how the team works: coordination rhythm, care note quality, escalation discipline, and participant communication
• Own fulfilment rate, care consistency scores, LMC rate, and no-show rate as your primary operational KPIs
• Diagnose performance gaps using operational data - identify root causes, build SOPs with clear targets, and own the improvement trajectory after launch
• Build and maintain rostering SOPs by funding type (NDIS vs Support at Home) and roster type (ad hoc vs ongoing)
• Manage participant intake from referral acceptance to active service - care plan initiation, service agreement execution, and budget activation
• Monitor participant budget utilisation across both programs, flagging risk proactively before it becomes a problem

Partner operations:

• Own the operational layer of our AP partner network - 50+ Support at Home and 10+ NDIS Support Coordinator partnerships
• Build and maintain SOPs and SLAs by service request type: new referrals, service changes, and emergency requests
• Lead activation of newly contracted partners - onboarding, system briefing, and first-referral SLA
• Track partner SLA performance and manage escalations when standards aren't met

Clinical governance & quality:

• Build and maintain Homage's clinical governance framework - all policies and procedures across our NDIS and Support at Home registration scope
• Own NDIS practice standard self-assessment and audit readiness across all registered groups - including high-intensity supports and behaviour support plan implementation obligations
• Manage all clinical staff: AHPRA registration monitoring, clinical supervision for RNs and ENs, and scope of practice governance
• Own the dual-track incident management framework - NDIS reportable incident obligations and Support at Home SIRS notification requirements - from classification through to closure
• Operate the complaints register with clear SLA compliance and closure documentation
• Convert incident trends, complaint themes, and audit findings into documented improvement actions with owners and deadlines
• Deliver quarterly quality and governance reporting to the CEO

Internal systems:

• Serve as the primary internal owner of our care management and CRM platforms from a compliance and operational standards perspective
• Work with our product team to ensure our internal systems reflect current regulatory requirements and support frontline team efficiency
• Own documentation standards, data integrity, and incident logging workflows across all internal platforms

Skills & Experience you will need…

• Current AHPRA registration as a Registered Nurse or Allied Health Professional
• 5+ years in a senior leadership role within NDIS, aged care, or community health
• Deep working knowledge of NDIS Practice Standards and incident reporting obligations
• Experience managing clinical staff - supervision, scope of practice, and AHPRA compliance
• Track record of building clinical policies, SOPs, and governance frameworks - not just inheriting them
• Strong data literacy - able to convert operational data into root cause diagnoses and measurable improvement targets
• Full working rights in Australia; NDIS Worker Screening Check (or willingness to obtain)
• Experience with the Support at Home program, including transition from Home Care Packages
• Knowledge of high-intensity supports (registration group 0104) and Behaviour Support Plan implementation as an implementing provider
• Concurrent experience managing NDIS and aged care funding streams simultaneously

What's in it for you?

• ESOP - you'll have a stake in the value you help build
• Hybrid working - 3 days in our Melbourne CBD office, 2 days from home
• Direct CEO access - genuine influence at leadership level, not a seat at the end of the table
• Clear pathway - as Homage scales nationally, this role grows with it
• Annual salary review and a modern approach to performance management
• EAP - Employee Assistance Program
• A leadership team that takes the work seriously and the people seriously

What's next?

This role exists because Homage is at the stage where care quality and operational rigour have to scale together - and the person who leads that matters enormously, to the business and to every participant we support.

If you lead with data, build with care, and want your leadership to mean something - we'd love to hear from you.

Visit www.homage.com.au to learn more about who we are.

Homage is an Equal Opportunity Employer. We're committed to building a company and community where people thrive by being themselves and are inspired to do their best work every day. We warmly invite people of all backgrounds and identities to apply.