Case Coordinator

seek.com.au; City of Brisbane; On-site; AUD 60,000 - 90,000; Full time

Job summary

seek.com.au is a Queensland-based NDIS provider seeking a Case Coordinator to support SIL participants. You will oversee onboarding, care coordination, documentation, and compliance across participant plans and reviews.

The role requires detail-oriented coordination with families, support teams and internal functions to ensure person-centred, compliant service delivery.

Qualifications

• NDIS/Disability sector experience and participant coordination.
• Knowledge of NDIS Practice Standards and Code of Conduct.
• Ability to coordinate supports, maintain records and review requirements.
• Strong communication and stakeholder engagement skills.

Responsibilities

• Coordinate participant onboarding and transitions into SIL services.
• Maintain support plans, safety plans, service agreements and risk assessments.
• Ensure participant information is current and communicated to staff.
• Coordinate documentation for NDIS plan reviews and reassessments.
• Coordinate training requirements arising from participant plans and clinical needs.
• Monitor documentation completion within timeframes and escalate concerns.
• Follow up incidents, complaints and coordinate investigations as required.
• Maintain accurate participant and service registers and review expiry dates.
• Collaborate with SIL leadership and teams to drive continuous improvement.

Skills

NDIS experience

Disability services

Coordination

Communication

Job description

We are a Queensland-based NDIS provider committed to delivering high-quality, person-centred support that empowers people with disability to achieve their goals and live fulfilling lives.

Our approach is built on dignity, integrity, respect and individual choice. We work collaboratively with participants, their families, support teams and external stakeholders to deliver tailored support that reflects each participant's needs, preferences and aspirations.

About the Organisation

We are a Queensland-based NDIS provider committed to delivering high-quality, person-centred support that empowers people with disability to achieve their goals and live fulfilling lives.

Our approach is built on dignity, integrity, respect and individual choice. We work collaboratively with participants, their families, support teams and external stakeholders to deliver tailored support that reflects each participant's needs, preferences and aspirations.

About the Role

We are seeking an organised, proactive and detail-oriented Case Coordinator to support the coordination and oversight of participants receiving Supported Independent Living (SIL) services.

Working closely with participants, families, frontline leadership teams and key internal functions, you will help ensure support arrangements remain person-centred, appropriately documented and aligned with participant goals, funding requirements and NDIS standards.

This role combines participant engagement, care coordination, compliance monitoring, reporting and operational support. It is well suited to someone who can manage competing priorities, communicate effectively with diverse stakeholders and contribute to quality service delivery and continuous improvement.

Key Responsibilities

1. Participant Onboarding & Transitions

• Coordinate participant onboarding and transitions into SIL services.
• Maintain support plans, safety plans, service agreements, risk assessments and required documentation.
• Ensure participant information is current and communicated to relevant staff.

2. Stakeholder Engagement & Communication

• Maintain communication with participants, families, nominees, support coordinators, plan managers and other stakeholders.
• Facilitate information sharing and contribute to stakeholder meetings and participant reviews.

3. Participant Recordkeeping & Reporting

• Review participant records weekly.
• Identify and follow up documentation gaps, inconsistencies and concerns.
• Compile participant data and reports for management.

4. NDIS Plan Review Support

• Coordinate documentation and supporting evidence to assist with NDIS plan reviews and reassessments.
• Collate progress data, incident information and evidence supporting changes to participant supports, including developing support letters.
• Liaise with relevant stakeholders throughout the review process.

5. Participant-Specific Staff Training

• Coordinate training requirements arising from participant support plans, risk assessments, behaviour support plans and clinical needs.
• Arrange required training and monitor completion, following up outstanding requirements.

6. Documentation Monitoring & Staff Follow-Up

• Monitor completion and accuracy of required documentation within organisational timeframes.
• Follow up outstanding records and maintain documentation of actions taken.
• Escalate persistent or significant concerns to the relevant teams.

7. Incident & Complaints Management

• Follow up incidents and complaints in accordance with organisational procedures.
• Coordinate incident reviews, risk assessments, staff debriefs and investigations as required.
• Document outcomes, track follow-up actions and Escalate significant incidents or unresolved matters to management.

8. Registers & Compliance Tracking

• Maintain accurate participant and service registers.
• Monitor expiry dates and review requirements for key participant documentation.
• Coordinate reviews, renewals and follow-up within required timeframes.

9. Continuous Participant Oversight & Improvement

• Monitor participant information, incidents, complaints and stakeholder feedback to identify emerging risks and support needs.
• Escalate recurring issues and trends to management.
• Collaborate with SIL leadership, clinical and operational teams to support participant outcomes and continuous improvement.

Essential Criteria

• Disability / NDIS Experience: Demonstrated experience in disability services or the NDIS sector, including participant coordination and person-centred service delivery.
• NDIS Compliance: Understanding of NDIS Practice Standards, the NDIS Code of Conduct, incident management, complaints handling and documentation requirements.
• Stakeholder Engagement: Strong relationship-building and communication skills when working with participants, families, support coordinators and other stakeholders.
• Coordination & Administration: Ability to coordinate participant supports, maintain accurate records and manage documentation and review requirements.
• Quality & Compliance: Strong organisational skills, attention to detail and the ability to support audits, compliance monitoring and continuous improvement.
• Problem-Solving & Communication: Effective written and verbal communication, with the ability to manage enquiries, resolve issues and escalating concerns appropriately.
• Organisation & Autonomy: Ability to work independently, prioritise competing demands and meet deadlines in a dynamic service environment.