Participant Relationship Officer

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

Have you ever been the person a family calls first when something isn't right? Are you the one who chases things up, keeps track of the details, and makes sure nothing falls through the cracks?

That's exactly the kind of person we need as our next Participant Relationship Officer.

About the role

You'll hold an ongoing caseload of 20–35 NDIS participants and be their primary point of contact once they've settled in with us. You'll oversee support plans, coordinate reviews, manage service agreements, and make sure what's actually happening for someone day-to-day aligns with what's been planned for them.

You'll also lead a small team of Team Leaders — setting priorities for your participant cohort, delegating day‑to‑day delivery to the Team Leaders, and drawing on their on‑the‑ground perspective to keep supports on track. You'll supervise and develop the Team Leaders in your cohort, but you won't manage support‑worker performance directly — that sits with the Support Supervisor.

The role is primarily office-based (roughly 75% office, 25% field), but you'll be out in the field for the moments that matter: new supports starting, participant reviews, following up after a major incident, and regular relationship check-ins. Field time is for relationship management and quality assurance — not shift coverage.

You'll report to the Service Manager.

What you’ll actually do

• Manage the ongoing relationship with participants, families, guardians, and advocates — responding promptly to enquiries, monitoring satisfaction, and addressing concerns before they escalated
• Oversee support plans for your caseload: making sure they're person‑centred, goal‑directed, current, and that what's being delivered matches what's been planned
• Coordinate and facilitate participant reviews — scheduling, preparing documentation, liaising with Support Coordinators, allied health professionals, LACs, and families
• Keep service agreements accurate and current, initiating reviews when participant needs or funding change
• Manage the participant-facing response to incidents within your caseload, keeping families informed and contributing the participant perspective to post‑incident reviews
• Supervise your Team Leaders: regular meetings, direction‑setting, performance management, and development — bringing them to care team meetings so the on‑the‑ground view informs planning
• Identify and elevate safeguarding concerns, complex risks, or complaints to the Service Manager

Key selection criteria

Your application should include a cover letter that addresses each of the following criteria:

1. Demonstrated experience in a coordination, case management, or participant‑relationship role within disability or community services, including managing an ongoing caseload
2. The ability to build and maintain trusting, respectful relationships with NDIS participants, their families, and support networks — and to advocate effectively when their needs aren't being met
3. Experience leading or supervising staff — in this role, you'll lead a small team of Team Leaders, setting priorities, delegating delivery, and developing their capability
4. Sound knowledge of the NDIS, including support planning, plan reviews, service agreement management, and participant rights
5. Strong organisational skills and the ability to manage a varied, complex caseload without letting things fall through the cracks

To apply, you’ll need

• Certificate IV or Diploma in Disability, Community Services, or a related field (essential); degree desirable
• Familiarity with the NDIS Practice Standards and the NDIS Code of Conduct
• Experience developing or contributing to person‑centred support plans
• Current NDIS Worker Screening Check (or willingness to obtain)
• Current Victorian driver's licence and access to a reliable vehicle

About us

At Hansonium, we mentor people from diverse backgrounds and people with lived experience of disability to help them achieve a better future. We're a small but rapidly growing NDIS provider based in the Ballarat region, with a tight-knit team and a welcoming, caring culture.