Experienced NDIS Support Coordinator

Innovative Complex Management; City of Melbourne; Hybrid; AUD 90,000 - 100,000; Full time

Benefits offered by this job

Hybrid working arrangements

Ongoing training

Professional development

Supervisor support

Laptop and phone provided

Job summary

Innovative CM is seeking an experienced NDIS Support Coordinator in Australia to join at an exciting growth stage. You will coordinate supports for participants with high and complex needs, collaborating with hospitals, providers and families to ensure safety, continuity and quality outcomes.

We offer hybrid working arrangements, regular supervision, ongoing professional development and a supportive team environment where staff are trusted to deliver skilled, person-centred care.

Qualifications

• Applicants should hold a relevant tertiary qualification, such as Social Work, Mental Health, Community Services or another relevant health or human services discipline.
• Significant relevant professional experience in complex support environments is highly regarded.
• Strong knowledge of the NDIS plans, funding and implementation.
• Excellent documentation and report-writing skills.

Responsibilities

• Provide Support Coordination to participants with high and complex support needs.
• Manage a complex caseload independently while knowing when to escalate or consult.
• Identify, assess and respond to participant risk.
• Develop risk mitigation and contingency strategies.
• Coordinate multiple providers and service systems; facilitate case conferences.

Skills

Critical thinking

Professional judgement

Documentation skills

Communication skills

Education

Bachelor's degree in Social Work / Mental Health / Community Services

Job description

We started Innovative CM because we could see how many people were being let down by a system that often feels too rigid, and removed from real human connection. We wanted to create something more personal. A service built on care, trust, flexibility, and a genuine commitment to helping people move forward in a way that feels right for them.

At the heart of our business is the belief that there is a better way to do this work.

Too often, people in the NDIS space are pushed through systems that are impersonal, and participants end up feeling like just another name on the caseload. We’ve seen great support coordinators burn out from this, when it feels like the heart has gone missing.

So we decided to build something different.

Something more responsive, and more human. A business where people are genuinely supported, where the work is done with care, and where staff are trusted, mentored, and given room to grow into the kind of support coordinators they actually want to be.

That is what Innovative CM is about.

We are looking for an NDIS Support Coordinator to join us at an exciting stage. This role would suit someone who cares deeply about people, wants flexibility, and is excited by the idea of being part of a business with real purpose behind it.

You will have support, mentoring and the chance to be part of shaping something special from the ground up.

What makes this role different?

Support Coordination can be demanding work, particularly when you are supporting participants through crisis, hospital discharge, safeguarding concerns and complex service systems.

At Innovative CM, you will not be expected to manage that complexity alone.

You will have direct access to the Director for consultation and escalation, regular supervision, a team that understands complex practice, and genuine support when difficult decisions need to be made.

We want our Support Coordinators to feel confident in their role, supported in their practice and able to build a sustainable career in complex case management.

We value professional judgement, collaboration and quality practice, and we have intentionally created a workplace where experienced staff are trusted to do their job while still having support available when they need it.

Salary & Benefits

$90,000 – $100,000 + super, based on qualifications and demonstrated experience

We recognise that Support Coordination involves a high level of responsibility, professional judgement and complex case management.

In addition to a competitive salary, we offer:

• Quarterly KPI incentives, including the opportunity to earn additional paid leave
• Up to 2 additional paid days off per year through KPI incentives
• Paid half-days on Christmas Eve and New Year's Eve where these fall on your usual working day and operational requirements allow
• Monthly formal supervision
• Direct support from the Director for complex case consultation, safeguarding matters and risk escalation
• Ongoing training and professional development
• A structured Burnout-prevention and staff wellbeing program created by an experienced Psychiatrist and Psychologist
• Company laptop and mobile phone
• Hybrid working arrangements
• Annual performance and professional development reviews
• Opportunities to further develop expertise in hospital discharge, complex home and living, safeguarding and high-complexity NDIS practice

Our existing KPI framework also recognises that Support Coordination can be unpredictable and that performance needs to be considered alongside participant risk, crisis response, documentation requirements and case complexity.

Working Arrangements

This is a full-time position.

The standard working arrangement is:

• 4 days per week working from the office
• 1 day per week working from home

For the right experienced candidate, up to 2 work-from-home days may be negotiated.

The role will also involve attending participant homes, hospitals, case conferences, provider meetings and other appointments where required.

The Work

Our caseload is varied and highly complex.

You may be involved in:

• Establishing supports following significant changes in circumstances
• Coordinating complex home and living arrangements
• Managing participants experiencing service breakdown or risk of placement failure
• Working alongside hospitals, health services and allied health professionals
• Coordinating multidisciplinary care teams
• Responding to safeguarding and participant-risk concerns
• Navigating mental health, housing, justice and other mainstream systems
• Advocating with providers and government agencies
• Supporting participants through NDIS plan implementation and review processes
• Identifying gaps in supports and developing practical solutions
• Managing complex stakeholder relationships
• Supporting participants whose circumstances require significant professional judgement and coordination

Key Responsibilities

You will be responsible for:

• Providing Support Coordination to participants with high and complex support needs
• Managing a complex caseload independently while recognising when escalation or consultation is required
• Identifying, assessing and responding to participant risk
• Developing risk mitigation and contingency strategies
• Coordinating multiple providers, professionals and service systems
• Facilitating case conferences and multidisciplinary meetings
• Monitoring service delivery and addressing provider concerns
• Supporting participant choice and control
• Assisting participants to understand and implement their NDIS plans
• Coordinating assessments and evidence required to support participant needs
• Preparing high-quality reports, correspondence and documentation
• Maintaining accurate and compliant case notes and records
• Escalating safeguarding, restrictive practice and reportable incident concerns where required
• Monitoring funded Specialist Support Coordination hours and ensuring supports remain appropriate to participant needs and funding
• Contributing to participant stability, safety, continuity of supports and measurable progress towards goals

About You

We are looking for someone with substantial experience in complex support environments.

You will need to think critically, remain calm under pressure, and confidently make professional decisions when there may not be a straightforward solution.

You will be comfortable advocating strongly while maintaining professional relationships and understand the importance of clear documentation, accountability and participant safety.

You will also need to know when to work independently and when to seek support, consultation or escalation.

Qualifications and Experience

Applicants should hold a relevant tertiary qualification, such as:

• Social Work, Mental Health, Community Services, Human Services or another relevant health or human services discipline

We are looking for applicants with significant relevant professional experience, including demonstrated experience working with people with complex and multiple support needs.

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

• Specialist Support Coordination
• Complex case management
• Hospital or health settings
• Psychosocial disability
• Forensic or justice environments
• Complex home and living
• Homelessness
• Behaviours of concern
• Safeguarding and risk management
• Multidisciplinary case coordination

You must also demonstrate:

• Strong knowledge of the NDIS
• A strong understanding of NDIS plans, funding and implementation
• Strong risk assessment and problem-solving skills
• The ability to manage competing priorities
• High-level written and verbal communication
• Confidence working with multidisciplinary teams and senior stakeholders
• The ability to work autonomously
• Strong professional judgement and boundaries
• Excellent documentation and report-writing skills
• The ability to manage several complex cases concurrently
• Confidence working in situations where risk, crisis or service breakdown may occur

Mandatory Requirements

• Current NDIS Worker Screening Check
• Working With Children Check where required
• Current Police Check
• Current Australian Driver's Licence and access to a vehicle
• NDIS Worker Orientation Module
• Right to work in Australia
• First Aid and CPR

Applications Close 9th October 2026