Client Services Manager

Trilogy Disability Foundation; Central Coast Council; On-site; AUD 120,000 - 160,000; Full time

Job summary

Trilogy Disability Foundation in Gosford, NSW, is seeking a Client Services Manager to provide strategic and operational leadership across disability services and Out of Home Care (OOHC). You will lead teams, drive participant outcomes, ensure compliance with NDIS standards and safeguarding requirements, and foster a culture of service excellence.

As a values-driven leader, you will develop workforce capability, manage risk, and partner with senior leadership to grow and improve services for

Qualifications

• Minimum three years' leadership experience within disability, community services or human services.
• Diploma or Degree in Community Services, Disability, Social Work, Human Services or related discipline.
• Strong knowledge of NDIS Practice Standards, NDIS Quality and Safeguards Framework and Code of Conduct.
• Demonstrated frontline disability sector experience and an understanding of the challenges faced by direct support workers.
• Ability to manage competing priorities, risk and complex operational matters.

Responsibilities

• Lead and oversee delivery of high-quality, person-centred disability services.
• Provide direction and support to Team Leaders and operations teams.
• Drive participant outcomes, service quality and continuous improvement.
• Ensure compliance with NDIS standards and safeguarding requirements.
• Develop workforce capability through coaching and performance development.
• Build strong relationships with participants, families and external stakeholders.
• Monitor funding, service utilisation and operational performance.
• Identify opportunities to improve efficiency and sustainability.
• Lead quality, risk, incident, complaints and safeguarding processes.
• Promote a child-safe culture and NSW safeguarding obligations.

Skills

Leadership experience

NDIS standards knowledge

Team leadership

Risk management

Safeguarding

Stakeholder engagement

Child safety

Education

Diploma or Degree in Community Services, Disability, Social Work, Human Services or related discipline

Job description

Trilogy Disability Foundation – Gosford NSW

CLIENT SERVICES MANAGER

Lead with Purpose. Make a Difference. Shape the Future.

Trilogy Foundation | Central Coast NSW

About Us

Trilogy Foundation is a boutique provider based on the beautiful Central Coast, specialising in children, youth and respite care.

We provide compassionate care, practical resources and community-driven solutions for at-risk youth, individuals with disabilities, people experiencing homelessness and their caregivers.

Our focus is on making a meaningful difference in the lives of the people and communities we support, through safe, responsive and person-centred services.

The Opportunity

Are you an experienced disability services leader ready to take the next step in your career?

Trilogy Foundation is seeking a passionate, capable and values-driven Client Services Manager with experience in disability services and/or Out of Home Care (OOHC) to provide strong operational leadership across our services and contribute to the continued growth and development of our organisation.

This is an opportunity to lead with purpose, inspire people and make a genuine difference in the lives of people with disability, children and young people.

Working closely with senior leadership, you will provide strategic and operational oversight of service delivery, workforce capability, participant outcomes, safeguarding, quality, compliance and operational performance.

This is a diverse leadership role spanning disability services and Out of Home Care (OOHC), with a strong focus on participant outcomes, child safety, safeguarding, quality and compliance.

Your Key Responsibilities

You will:

• Lead and oversee the delivery of high-quality, person-centred disability services.
• Provide direction, leadership and support to Team Leaders, Operations Leads, Senior Disability Support Workers and operational teams.
• Drive participant outcomes, service quality, satisfaction and continuous improvement.
• Ensure compliance with NDIS Practice Standards, NDIS Quality and Safeguards Framework, NDIS Code of Conduct and relevant legislation.
• Maintain strong oversight of child safety, safeguarding and OOHC compliance requirements.
• Lead quality, risk, incident, complaints, safeguarding and compliance processes.
• Promote and maintain a strong child-safe culture, including compliance with NSW Office of the Children's Guardian requirements.
• Develop workforce capability through coaching, supervision, performance development and succession planning.
• Support effective workforce planning, recruitment, onboarding, training and staff performance.
• Build strong and respectful relationships with participants, families, carers, guardians and external stakeholders.
• Monitor participant funding, service utilisation, operational performance and resource allocation.
• Identify opportunities to improve operational efficiency, service sustainability and organisational performance.
• Support organisational growth, service development, innovation and strategic initiatives.
• Champion a culture of accountability, professionalism, collaboration and service excellence.

About You

You are an experienced leader who combines strong operational capability with genuine care for people.

You will bring:

• Minimum three years' leadership experience within disability, community services or human services.
• A Diploma or Degree in Community Services, Disability, Social Work, Human Services or a related discipline.
• Strong knowledge of the NDIS Practice Standards, NDIS Quality and Safeguards Framework and Code of Conduct
• Demonstrated frontline disability sector experience and an understanding of the challenges faced by direct support workers.
• Proven experience leading teams and achieving positive service outcomes.
• Strong understanding of risk management, safeguarding, incident management and quality systems.
• Highly developed leadership, communication, coaching and stakeholder engagement skills.
• The ability to manage competing priorities, complex operational matters and risk.
• A commitment to participant choice, dignity, independence and positive outcomes.
• Integrity, accountability, initiative and professionalism.

You will also bring a strong understanding of child safety and safeguarding, including the NSW Office of the Children's Guardian (OCG) Child Safe Standards and Child Safe Code of Practice. Experience working within Out of Home Care (OOHC), children and young people's services, or other child-focused environments will be highly regarded. You will understand the additional responsibilities involved in protecting vulnerable children and young people and be confident in responding to safeguarding concerns, reportable conduct, mandatory reporting and risk management requirements.

• Current NDIS Worker Screening Clearance
• Current Working With Children Check
• Current Driver Licence

Experience in one or more of the following will be highly regarded:

• Out of Home Care (OOHC), children's services or youth services
• NSW Office of the Children's Guardian (OCG) Child Safe Standards and Child Safe Code of Practice
• Safeguarding, reportable conduct, mandatory reporting and child protection matters
• NDIS audit preparation and compliance programs
• SCHADS Award and workforce management
• Working within a registered NDIS provider
• Organisational change, service growth or transformation
• Leadership, auditing and/or education and training

What Success Looks Like

As Client Services Manager, you will be responsible for achieving strong outcomes across:

Participant Services – quality, continuity, satisfaction and positive participant outcomes.

Quality & Compliance – audit readiness, effective risk management and timely resolution of corrective actions.

People & Leadership – workforce stability, staff capability, leadership development and a positive workplace culture.

Operational Performance – effective resource utilisation, service sustainability and operational efficiency.

Safeguarding – strong participant and child safety practices and continuous improvement in safeguarding.

Why Join Trilogy Foundation?

This is more than an operational management role.

It is an opportunity to make your mark — developing people, strengthening services, improving participant outcomes and helping shape the future of an organisation committed to quality disability support.

Lead with Impact

Shape exceptional participant outcomes and service excellence.

Develop & Inspire

Lead, coach and empower a committed operational team.

Make Your Mark

Influence growth, innovation and the future of disability services.

Ready to Make a Difference?

Trilogy Foundation is committed to creating a safe, inclusive and respectful workplace and welcomes applications from suitably qualified candidates.