Participant-Centered Service Coordinator
Dantae
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Job summary
Dantae Support Services is seeking a Service Coordinator to manage day-to-day participant supports and monitor service delivery, ensuring safety, reliability and alignment with each participant's needs. The role emphasizes collaboration across teams, safeguarding, and continuous improvement.
You will work across operational areas to ensure supports are delivered as agreed, identify gaps, risks and follow up actions, and maintain thorough documentation and communication with families and
Responsibilities
- Coordinate supports according to participant goals, needs and agreed service arrangements
- Monitor the consistency and quality of participant support
- Maintain clear and timely communication with relevant stakeholders
Job description
Differs per hour (Qualifications) | Permanent Part-Time, Full-Time | Day Shift, Office Hours
At Dantae Support Services , we believe quality support depends on strong relationships, clear communication and services that remain centred around the individual.
Our Service Coordinators play an important role in bringing those elements together. They help ensure participants receive safe, consistent and person-centred supports while keeping families, representatives, Support Coordinators and internal teams informed and connected.
This is a participant-focused role for someone who values organisation, collaboration, accountability and making sure the details behind service delivery translate into better everyday experiences for the people we support.
A participant-focused coordination role across Dantae Support Services
Involvement across SIL, community access, personal supports and individual support arrangements
Regular engagement with participants, families and external stakeholders
Collaboration with Service Delivery, rostering and other operational teams
Responsibility for monitoring service quality, risks and follow-up actions
Opportunities to contribute to continuous improvement
A workplace that values clear communication and accountability
A role where good coordination can have a meaningful impact on participant outcomes
The Service Coordinator sits at an important point between participants, their support networks and the teams delivering their services.
As a Service Coordinator with Dantae Support Services , you will coordinate day-to-day participant supports and monitor service delivery to help ensure supports are safe, reliable and aligned with each participant's needs.
The role focuses on participant outcomes, support-plan alignment, stakeholder communication, SIL and community support coordination, safeguarding, risk escalation, documentation and continuous service improvement.
You will work across operational teams to confirm that supports are being delivered as agreed and that changes, gaps, risks and concerns are identified and acted on appropriately.
Reports to: General Manager
Coordinating participant supports in line with NDIS plans and service agreements
Monitoring whether supports are being delivered as planned
Reviewing approved support arrangements and ratios where relevant
Identifying missed supports, service gaps or changes in participant needs
Supporting teams to understand participant routines and preferences
Coordinating information for participant reviews and stakeholder meetings
Supporting updates to participant support plans
Monitoring SIL and shared support environments
Maintaining communication with families and approved representatives
Liaising with Support Coordinators and other relevant stakeholders
Following up incidents, risks, concerns and agreed actions
Reviewing service-delivery documentation and communication
Supporting continuous improvements when service gaps are identified
As part of the Dantae Support Services team, you will be expected to:
Coordinate supports according to participant goals, needs and agreed service arrangements
Help ensure services remain aligned with NDIS plans and available funding
Monitor the consistency and quality of participant support
Identify changes that may affect safe or effective service delivery
Maintain clear and timely communication with relevant stakeholders
Support participant choice, dignity, privacy and consent
Ensure agreed actions are followed through and appropriately documented
Maintain accurate participant and service-delivery records
Escalate unresolved concerns or significant service issues
Work collaboratively with operational teams to resolve problems
Support safe, consistent and person-centred service delivery
Strong communication is a significant part of this role.
Where appropriate consent and authority are in place, you may regularly communicate with:
Families
Guardians and nominees
Allied health professionals
Other providers
Approved external stakeholders
You will help ensure relevant people receive timely information about participant changes, service-delivery matters, risks, incidents, meetings, reviews and agreed actions.
Feedback, compliments, concerns and complaints should be recorded accurately, followed up and escalated when required.
The Service Coordinator has an important role in monitoring SIL and shared support environments.
This may include:
Monitoring participant safety and wellbeing
Supporting stable and consistent service delivery
Considering participant compatibility within shared environments
Monitoring established routines and support arrangements
Identifying environmental or staffing concerns
Ensuring relevant workers understand participant support requirements
Confirming behaviour support strategies are communicated appropriately
Supporting awareness of mealtime and health-support requirements
Ensuring communication preferences and participant risk controls are understood
Escalating concerns that may affect safety, wellbeing or quality of life
Participant safety and rights are central to the Service Coordinator role.
You will support adherence to:
NDIS Practice Standards
NDIS Code of Conduct
Participant rights
Privacy and confidentiality requirements
Choice and dignity
Safeguarding requirements
Behaviour support requirements
Incident and complaints procedures
Participant risk-management arrangements
You will be expected to recognise and appropriately escalate incidents, safeguarding concerns, restrictive-practice matters, high-risk changes and serious stakeholder concerns.
Where concerns arise, the role is not simply to record them—it is also to help ensure the appropriate action is followed through.
Good coordination involves looking beyond individual issues and recognising patterns.
The Service Coordinator may review information from:
Complaints
Progress notes
Family feedback
Stakeholder meetings
Participant reviews
Service-delivery records
Where recurring issues or gaps are identified, you may recommend improvements to support routines, communication, documentation, service planning or participant risk controls.
You will also monitor agreed actions to confirm they have been completed and escalate matters that remain unresolved or ineffective.
Accurate and current information is essential to safe service delivery.
Records associated with the role may include:
Participant files
Service agreements
Support plans
Stakeholder communication records
Family contact notes
Meeting notes
Progress-note reviews
Risk escalations
Action trackers
Service-review records
The Service Coordinator reports regularly to the General Manager regarding participant matters, stakeholder engagement, service risks, incidents, identified gaps, outstanding actions and participant support needs.
Success in this role is reflected through:
Safe and consistent participant supports
Participant satisfaction
Effective family and stakeholder communication
Timely follow-up of concerns and actions
Accurate and current documentation
Appropriate incident and risk escalation
Supports remaining aligned with participant plans and goals
Improved service consistency
Fewer repeated service-delivery issues
Clear communication across the teams involved in participant support
Service coordination requires collaboration across different parts of the organisation.
You may work closely with:
General Manager
Managing Director
Support Workers
Rostering
Business Development
People and Culture
Finance
Other relevant operational staff
These relationships help confirm service capability, participant requirements, risks and the practical arrangements needed to deliver agreed supports.
The Service Coordinator contributes to these areas through participant and service coordination but is not responsible for ownership of business development, participant acquisition targets, payroll, recruitment, organisational governance or financial management.
We value Service Coordinators who understand that quality services require both strong relationships and strong systems.
At Dantae Support Services , this means approaching the role with:
Respect for participant rights, preferences and choices
Clear and professional communication
Strong follow-through
Attention to documentation and detail
A proactive approach to identifying service gaps
Confidence escalating concerns when required
Respectful engagement with families and stakeholders
Collaborative problem-solving
An understanding of the importance of privacy and consent
A commitment to safe and consistent support
A willingness to learn from incidents, feedback and service reviews
A focus on improving participant outcomes rather than simply completing administrative tasks
Dantae Support Services is a registered NDIS provider committed to delivering safe, respectful and person-centred supports.
Our workplace culture is built around:
Respect – recognising the views and experiences of participants and colleagues
Dignity – protecting privacy, independence and personal choice
Reliability – following through on what has been agreed
Communication – keeping the right people informed and working together
Accountability – identifying concerns and taking responsibility for appropriate follow-up
Quality – continually reviewing and improving how services are delivered
Choice and Control – ensuring participants remain central to decisions about their supports
Collaboration – bringing participants, families, stakeholders and teams together effectively
For us, good service coordination is not simply about keeping schedules and records up to date. It is about making sure the systems behind a participant's support contribute to them feeling safe, heard, respected and confident in the services they receive.
Dantae Support Services is an Australian registered NDIS provider delivering disability supports across South East Queensland.
Our supports include personal care, in-home assistance, community participation, Supported Independent Living (SIL), Short-Term Accommodation (STA), Individualised Living Options (ILO) and other individual support arrangements.
We are a family-driven organisation built around the belief that participants deserve services that feel genuine, organised and respectful.
Our Service Coordinators help turn that commitment into consistent everyday practice by maintaining communication, monitoring service delivery, responding to risks and concerns, and helping ensure participants remain at the centre of their supports.
If you are looking for a coordination role where organisation, communication and professional judgement can contribute directly to better participant experiences, we would love to hear from you.
Each shift is shaped around the individual, building relationships and supporting independence.
Behind every service is a story, a team and a shared commitment to supporting people with dignity, respect and genuine care.
Discover how Dantae Support Services began and meet the people who help bring our values to life every day.
Differs per hour (Qualifications) | Permanent Part-Time, Full-Time | Day Shift, Office Hours
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