Manager – Disability & Support Services

Activated Concepts

Newcastle-Maitland

On-site

AUD 90,000 - 120,000

Full time

35 hours ago

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Job summary

Activated Concepts is seeking an experienced Manager – Disability & Support Services to lead the delivery and development of our FD&CSS across the Newcastle and Hunter Region. The role oversees service delivery, workforce performance and quality, while working with the executive leadership team to grow and sustain services.

You will lead Team Leaders and frontline staff, balance participant needs with workforce capacity, and ensure compliance with SCHADS Award requirements.

Qualifications

Demonstrated experience in disability services, NDIS operations or related sector.
Strong leadership and workforce development capabilities.
Sound understanding of NDIS service delivery and participant support.

Responsibilities

Oversee day-to-day operation of disability and community support services, including NDIS-funded supports.
Lead Team Leaders and frontline staff, ensuring accountability and delivery.
Promote participant-centred, safeguarding and quality service delivery.
Provide operational reporting to the Executive Manager and coordinate service improvements.
Support recruitment, onboarding and workforce development.

Skills

Leadership & people management

Disability services

NDIS operations

Team leadership

Education

Disability/Community Services qualification

Job description

Full Time | Newcastle & Hunter Region | SCHADS Award 3.3–4.4

Manager – Disability & Support Services

Full Time | Newcastle & Hunter Region | SCHADS Award 3.3–4.4

Lead people, strengthen services and make a meaningful difference.

Activated Concepts is seeking an experienced, practical and accountable Manager – Disability & Support Services to help lead the delivery and ongoing development of our Family, Disability & Community Support Services (FD&CSS).

This is an opportunity for an experienced disability services professional who is ready to take ownership of service delivery, lead team leaders and frontline staff, strengthen operational systems, and help build a consistent, responsive and sustainable service.

We are looking for more than someone who can keep a roster running. We need someone who can bring people together, make sound decisions, address problems early, maintain clear expectations and ensure that operational responsibilities are followed through.

You will work closely with the Executive Manager – Family, Disability & Community Support Services and Managing Director, and the wider Activated Concepts leadership team. Depending on the service structure, you will provide leadership to Team Leaders and support the coordination of frontline service delivery across a growing portfolio.

About Activated Concepts

Activated Concepts is a community-based organisation delivering services across disability, mental health, allied health, family support, aged care, nursing, behaviour support and training.

Our Family, Disability & Community Support Services team works alongside participants, families, support workers and other professionals to deliver safe, reliable and person-centred services.

Our work spans a broad range of ages, needs and support environments, including NDIS-funded supports, Supported Independent Living (SIL), community participation, individual support and related family and community services.

We are guided by our values of Understanding, Respect, Wellbeing and Excellence.

We believe good services are built around the person - their goals, preferences, relationships, routines and right to make informed choices about their own life.

About the role

This is a hands-on operational management position with responsibility for helping services run effectively, supporting the people who deliver them and maintaining appropriate oversight of service quality, workforce performance and operational risk.

You will work across the practical realities of service delivery while contributing to the broader development of FD&CSS.

We are looking for someone who can balance participant needs, workforce capacity, compliance requirements and business priorities without losing sight of the people behind the services.

Key responsibilities

Service delivery and operational management

Oversee the day-to-day operation of disability and community support services, including NDIS-funded supports and SIL where applicable.
Maintain oversight of service delivery, participant support arrangements, roster coverage and continuity of support.
Identify service gaps, emerging risks and operational issues, ensuring matters are addressed promptly.
Support service planning, growth, intake and the effective allocation of workforce resources.
Monitor service delivery information, operational performance and relevant KPIs.
Contribute to the development and improvement of operational systems, procedures and workflows.

Leadership and workforce accountability

Lead, coach and support Team Leaders and other designated frontline leaders.
Provide clear direction, establish expectations and ensure accountability for delegated responsibilities.
Support recruitment, onboarding, induction, training and workforce development.
Address performance concerns, attendance issues and conduct matters in a timely and professional manner.
Build a capable, consistent and responsive support workforce.
Promote constructive communication, teamwork and appropriate escalation across the service.

Participant experience, safeguarding and quality

Promote safe, respectful and participant-centred support.
Ensure participant preferences, goals, dignity of risk and individual circumstances inform service delivery.
Monitor incidents, complaints, feedback, service concerns and follow-up actions.
Identify and elevate safeguarding concerns, restrictive practice issues and other matters requiring clinical, governance or regulatory input.
Work collaboratively with Behaviour Support, clinical services, HR, intake and governance and compliance functions.
Support accurate documentation, service agreements, operational records and compliance with relevant requirements.

Communication, reporting and continuous improvement

Provide clear operational reporting and updates to the Executive Manager.
Maintain oversight of outstanding actions, service issues and delegated responsibilities.
Support effective communication with participants, families, nominees, workers and external stakeholders.
Identify opportunities to improve service consistency, workforce efficiency and participant outcomes.
Contribute to the sustainable growth and development of FD&CSS.

About you

You are a confident, practical and people-focused leader who can take ownership of complex operational matters and follow them through.

You understand that effective disability services require both genuine care for people and clear operational accountability. You can build positive relationships while having direct conversations when expectations are not being met.

You will bring:

Demonstrated experience in disability services, NDIS operations, community services or a closely related sector.
Experience in service management, operational coordination, team leadership or a comparable leadership role.
The ability to lead Team Leaders, senior support staff and frontline workers.
A sound understanding of NDIS service delivery and the practical requirements of supporting participants.
Confidence managing competing priorities, workforce issues and changing service requirements.
Strong communication, decision-making and problem-solving skills.
The ability to monitor performance, identify risks and ensure actions are completed.
Strong organisational, documentation and reporting skills.
A commitment to safeguarding, quality, participant choice and respectful practice.
The confidence to work autonomously while collaborating with the broader leadership team.

Experience with SIL, complex support needs, incident management, restrictive practices, workforce coordination, compliance and service improvement will be highly regarded.

Relevant qualifications in Disability, Community Services, Individual Support, Human Services, Management or a related field will be well regarded.

Reporting and team structure

The Manager – Disability & Support Services will work closely with the Executive Manager – Family, Disability & Community Support Services.

The position will provide operational leadership to designated Team Leaders and frontline staff, with the precise reporting structure determined by service requirements and organisational growth.

You will also collaborate with the wider Activated Concepts team, including clinical services, Behaviour Support, intake, HR, administration, governance and compliance.

Classification and conditions

SCHADS Award: Level 3.3–4.4

Full-time position based in Newcastle and the Hunter Region.

The applicable classification within the advertised range will depend on the responsibilities of the position, relevant experience and the applicable SCHADS Award requirements.

A current Australian driver's licence and access to a reliable vehicle may be required for the role.

Why join Activated Concepts?

Join a growing, values-led organisation with a broad range of community services.
Make a meaningful contribution to participant outcomes and service quality.
Work alongside experienced clinical, operational and governance professionals.
Take ownership of service development and operational improvement.
Help shape a growing team and strengthen the way services are delivered.
Access opportunities for professional development and career progression.

Requirements

Applicants must hold, or be willing to obtain, relevant compliance requirements, including: