NDIS Participant Relations Lead

Hansonium; Ballarat; On-site; AUD 70,000 - 90,000; Full time

Job summary

Hansonium is seeking a proactive Participant Relationship Officer to manage an ongoing caseload of 20–35 NDIS participants, overseeing support plans and reviews to ensure day‑to‑day delivery matches the plan. You will lead a small team of Team Leaders, set priorities, delegate delivery, and develop their capability, while collaborating with the Service Manager and families.

The role is primarily office‑based (about 75%), with 25% field work for relationship management, quality assurance, and key

Qualifications

• Experience coordinating or managing a caseload within disability or community services, including ongoing caseload management.
• Ability to build trusting relationships with participants, families, and support networks and advocate when needs aren't met.
• Experience leading or supervising staff, with a focus on developing capability and delegating delivery.
• Knowledge of NDIS planning, reviews, service agreement management, and participant rights.
• Strong organisational skills to manage a varied, complex caseload without gaps.

Responsibilities

• Manage ongoing relationships with participants, families, guardians, and advocates, addressing inquiries and monitoring satisfaction.
• Oversee caseloads to ensure plans are person‑centred, current, and aligned with delivered services.
• Coordinate participant reviews, prepare documentation, and liaise with coordinators, health professionals, and families.
• Keep service agreements up to date and initiate reviews when needs or funding change.
• Manage participant-facing responses to incidents and contribute to post‑incident reviews.
• Supervise Team Leaders with regular meetings, direction setting, and development.

Skills

Client coordination

Relationship management

Team leadership

Organisational skills

Communication

Education

Certificate IV or Diploma in Disability

Job description

Hansonium is seeking a proactive Participant Relationship Officer to manage an ongoing caseload of 20–35 NDIS participants, overseeing support plans and reviews to ensure day‑to‑day delivery matches the plan. You will lead a small team of Team Leaders, set priorities, delegate delivery, and develop their capability, while collaborating with the Service Manager and families.

The role is primarily office‑based (about 75%), with 25% field work for relationship management, quality assurance, and key