Client & Operations Lead- NDIS

Estate Community Care; City of Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Superannuation

Mentoring and support from senior mgmt

Career progression

Job summary

Estate Community Care is seeking a Client & Operations Lead to support the Director and oversee the day-to-day operation of our disability services organisation. The role is primarily work from home with regular travel across Melbourne for client visits, intakes and stakeholder engagement.

You will be an important contact for clients, families, staff and external stakeholders, ensuring actions are completed and services run smoothly.

Qualifications

• Experience in disability or NDIS services is desirable.
• Strong relationship-building with clients and families.
• Ability to coordinate across administration, HR, operations and other teams.
• Comfortable working independently from home while engaging with stakeholders.
• Willing to travel across Greater Melbourne for meetings and intakes.

Responsibilities

• Build ongoing relationships with clients and families; attend visits and meetings.
• Develop and maintain relationships with support coordinators, hospitals, social workers and other stakeholders.
• Oversee day-to-day operational priorities with the Director; follow up on tasks and actions.
• Monitor participant and staff documentation and timely completion of actions.
• Assist with recruitment, onboarding and staff issues; escalate significant matters.

Skills

Client relationships

Stakeholder engagement

Operations coordination

People-focused

Organisational skills

Travel readiness

Job description

Melbourne, VIC | Work From Home + Client/Stakeholder Visits

Full-Time | Monday to Friday

About the Role

Estate Community Care is seeking a confident, organised and people-focused Client & Operations Lead to work closely with our Director and support the day-to-day operation of our growing disability support organisation.

This is not a purely administrative role, and it is not a purely clinical role.

We are looking for someone who enjoys working with people, can build genuine relationships, takes ownership of problems and has the ability to make sure things actually get done.

You will become an important point of contact for our clients, families, staff and external stakeholders while also helping oversee the operational side of the organisation.

The position is primarily work from home, with regular travel across Melbourne for client visits, new intakes, meetings and stakeholder engagement.

You will report directly to the Director.

What You'll Be Doing

Client Relationships & Intake

• Build strong ongoing relationships with clients and their families.
• Attend client visits, reviews, meetings and meet-and-greets.
• Coordinate and attend new participant intakes.
• Respond professionally to client concerns and ensure issues are followed through to resolution.
• Maintain regular contact with clients and identify opportunities to improve their experience with ECC.
• Support smooth commencement and transition of new services.

Stakeholder & Referral Relationships

• Develop and maintain relationships with Support Coordinators, hospitals, social workers, LACs, SDA providers, allied health professionals and other community stakeholders.
• Represent Estate Community Care professionally at meetings and networking opportunities.
• Respond promptly to new referral enquiries.
• Follow potential referrals from initial enquiry through to intake and service commencement.
• Maintain existing stakeholder relationships and develop new connections across Melbourne.

Operations & Team Coordination

• Work closely with the Director to oversee day-to-day operational priorities.
• Coordinate and follow up tasks allocated to administration, HR, operations and other relevant team members.
• Make sure agreed actions are completed rather than simply passed on.
• Monitor outstanding participant documentation, staff documentation, training and operational requirements.
• Assist with participant and staff file audits and follow up identified gaps.
• Help ensure assessments, documentation and operational actions are completed within required timeframes.
• Support recruitment and staff onboarding when required, including during periods of leave or increased recruitment activity.
• Assist with staff issues and operational problem-solving.
• Escalate significant clinical, safeguarding, regulatory or business matters to the appropriate person.
• Provide the Director with clear updates on important operational issues, outstanding actions and emerging risks.

Clinical decisions will remain with appropriately qualified clinical staff. You do not need to be a nurse to succeed in this position.

Who We're Looking For

We are more interested in finding the right person than someone with a perfect CV.

You may already have experience in disability or NDIS services, or you may come from healthcare, community services, aged care, medical administration, client services, recruitment, coordination or another people-focused environment.

You could also be an experienced support worker, team leader, Enrolled Nurse or Registered Nurse looking to move into a client-facing operational leadership role.

NDIS experience is desirable but not essential. Training and support will be provided to the right candidate.

ENs and RNs are encouraged to apply, but nursing registration is not a requirement for this position.

What Matters to Us

We're looking for someone who:

• Communicates confidently and professionally with different types of people.
• Builds relationships naturally.
• Is organised and can manage competing priorities.
• Takes ownership rather than waiting to be repeatedly reminded.
• Can receive an instruction, work out the next steps and follow it through to completion.
• Is comfortable asking questions and finding information when they don't know something.
• Can delegate and follow up work with other team members.
• Has good judgement and knows when something needs to be escalated.
• Can deal calmly and professionally with complaints or difficult conversations.
• Has strong written and verbal communication skills.
• Is comfortable working independently from home.
• Is willing to travel throughout Greater Melbourne for client and stakeholder meetings.
• Wants to learn, develop and progressively take on greater responsibility.

Working Arrangement

This is a full-time position, primarily Monday to Friday during normal business hours.

The role is predominantly work from home, combined with client visits, stakeholder meetings, new intakes and other field-based activities across Melbourne.

The successful candidate will work closely with the Director but will be expected to progressively develop the confidence and knowledge to manage routine operational matters independently.

Why Join Estate Community Care?

This is an opportunity for someone who wants more than a routine administrative position.

You will work directly with the Director and receive hands-on training across client management, disability services, stakeholder relationships, operations, compliance and business management.

For the right person, there is significant opportunity to grow with the organisation and progressively take greater responsibility for day-to-day operations.

We offer:

• Competitive salary based on experience and capability.
• Superannuation.
• Predominantly work-from-home arrangement.
• Autonomy to manage your work and responsibilities.
• Direct mentoring and support from senior management.
• Exposure to multiple areas of a growing disability services organisation.
• Genuine opportunity for long-term career progression.

Experience

Experience in healthcare, disability, community services, client services, administration, coordination, team leadership or a related environment will be highly regarded.

However, candidates with strong transferable skills and the right attitude are encouraged to apply even if they have not previously worked in the NDIS sector.

Most importantly, we're looking for someone who can think, communicate, take ownership and get things done.