National Client Services Manager

All About Caring; City of Parramatta; Hybrid; AUD 150,000 - 230,000; Full time

Job summary

All About Caring (AAC) is seeking an experienced National Client Services Manager to lead client services, rostering and onboarding operations across community and Supported Independent Living services nationwide.

You will oversee a national team, drive workforce planning, ensure high‑quality service continuity and maintain strong governance with NDIs compliance, while balancing complex care delivery with strategic oversight.

Qualifications

• 10+ years’ experience in the disability or community care sector.
• Proven experience leading client services, rostering or operational teams.
• Strong understanding of complex care delivery, workforce coordination and service continuity.
• Proven experience managing adverse events, complaints and operational risk.

Responsibilities

• Leading and developing a national client services and rostering team.
• Overseeing rostering, service coordination and continuity of care.
• Managing client onboarding, ensuring smooth, risk‑aware transitions.
• Owning after‑hours and on‑call operations.
• Managing risk, adverse events and operational issues.
• Ensuring compliance with NDIS, industrial and governance requirements.
• Driving workforce planning, performance and continuous improvement.
• Providing clear operational and performance reporting to leadership.

Skills

Leadership

Disability sector knowledge

Stakeholder engagement

Risk management

Education

Tertiary qualification (nursing, social sciences or similar)

Job description

For 25 years, All About Caring (AAC) has supported people with complex needs to live safer, more stable and more meaningful lives. We specialise in supporting people living with brain injury, spinal cord injury and degenerative neurological conditions, many requiring 24/7 supports delivered in their own homes or Specialist Disability Accommodation (SDA). Our clients, families, funders and clinical partners trust AAC to deliver consistent, safe and well‑coordinated services — even in the most complex environments.This role exists to protect that trust, by ensuring our national clientservices operations run with clarity, accountability and care.

About the Role

We are seeking an experienced National Client Services Manager to lead and oversee AAC’s client services, rostering and onboarding operations across community and Supported Independent Living services nationally.

This is a fast paced, operational leadership role with accountability for:

• National rostering and service coordination
• Client onboarding and continuity of care
• After‑hours and on‑call oversight
• Workforce performance, compliance and quality
• Risk, adverse event and issue management

You will lead a National team of program/SIL managers, and rostering staff, working closely with the Heads of Client Services and Corporate Operations, to ensure services are delivered safely, efficiently and in line with AAC’s service models. This role suits someone who thrives in complex, fast‑movingenvironments, is comfortable making decisions, and understands the operational realities of delivering high‑intensity disability supports at scale.

What You'll Be Responsible For

• Leading and developing a national client services and rostering team
• Overseeing rostering, service coordination and continuity of care
• Managing client onboarding, ensuring smooth, risk‑aware transitions
• Owning after‑hours and on‑call operations
• Managing risk, adverse events and operational issues
• Ensuring compliance with NDIS, industrial and governance requirements
• Driving workforce planning, performance and continuous improvement
• Providing clear operational and performance reporting to leadership

About You

You’re a calm, capable and highly accountable leader who understands that good rostering and service coordination is the backbone of quality disability support.

You’re someone who:

• Is confident leading teams through complexity and change
• Understands the responsibility that comes with 24/7 service delivery
• Can balance operational detail with strategic oversight
• Is decisive, fair and solutions‑focused under pressure
• Communicates clearly with clients, families, staff and senior stakeholders
• Values governance, compliance and doing things properly — not cutting corners

You Will Bring

• 10+ years’ experience in the disability or community care sector
• Demonstrated experience leading client services, rostering or operational teams
• Strong understanding of complex care delivery, workforce coordination and service continuity
• Proven experience managing adverse events, complaints and operational risk
• Confidence engaging with senior stakeholders, clinicians, funders and families
• Strong written and verbal communication skills
• Ability to solve complex, high‑impact operational issues
• High attention to detail and strong accountability
• Relevant tertiary qualification (nursing, social sciences or similar)
• Current Driver’s Licence and vehicle
• Current NDIS Worker Screening Check and Working with Children Check

Why Join AAC?

You’ll join a values‑driven organisation where leadership istrusted, professionalism is expected, and the work genuinely matters.

This role offers:

• National scope and leadership autonomy
• A highly experienced and collaborative leadership team
• The opportunity to shape and strengthen service delivery systems
• Work that directly impacts the safety and quality of life of people with complex needs

This is not a step‑back operational role — it’s a chance to own and lead one of the most critical functions in the organisation.

Ready to Lead Where It Counts?

If you’re an experienced disability operations leader who values accountability, service quality and strong team culture, we’d love to hear from you.