Case Coordinator

Private Advertiser; City of Brisbane; On-site; AUD 70,000 - 90,000; Full time

Job summary

Private Advertiser is seeking an organised, proactive Case Coordinator in Queensland to support the coordination and oversight of participants receiving SIL services. You will work closely with participants, families, frontline leadership, and internal teams to ensure person-centred support, proper documentation, and alignment with participant goals and NDIS standards.

The role involves participant engagement, care coordination, compliance monitoring, reporting, and operational support in a

Qualifications

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

Responsibilities

• 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.
• Maintain communication with participants, families, nominees, support coordinators, plan managers and other stakeholders.
• Facilitate information sharing and contribute to stakeholder meetings and participant reviews.
• Review participant records weekly and identify documentation gaps or concerns.
• Coordinate documentation and supporting evidence for NDIS plan reviews and reassessments.
• Collate progress data, incident information and evidence supporting changes to participant supports.

Skills

NDIS experience

Disability services

Stakeholder engagement

Coordination & administration

Quality & compliance

Problem solving & communication

Organisation & autonomy

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 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.

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 elevate 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.

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.

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 elevate concerns appropriately.

Organisation & Autonomy: Ability to work independently, prioritise competing demands and meet deadlines in a dynamic service environment.