Participant Services & Compliance Lead

Learn to Live Disability Services; Townsville City; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Ongoing professional development

Opportunities for career progression

Flexible work environment where operat

Positive workplace culture

Job summary

Learn to Live Disability Services – Townsville QLD is seeking a Client Services Officer to ensure participants receive high-quality, person-centred supports while maintaining NDIS Practice Standards compliance. You will manage participant relationships from enquiry to service delivery and provide leadership to support workers, with collaboration with the Manager and Director.

Your role includes rostering support, ensuring documentation is current, monitoring quality, and driving improvements in

Qualifications

• Experience working within the disability sector.
• Sound understanding of the NDIS.
• Strong knowledge of NDIS Practice Standards.
• Excellent communication skills.
• High level organisational skills.
• Ability to manage competing priorities.
• Strong problem-solving skills.
• High attention to detail.
• Proficient computer skills.
• Current Queensland Driver Licence.
• NDIS Worker Screening Clearance.
• Working with Children Check (Blue Card).
• Current First Aid and CPR.

Responsibilities

• Manage a portfolio of participants.
• Conduct participant intake and onboarding.
• Complete initial assessments.
• Develop and review Service Agreements.
• Develop and update Schedules of Supports.
• Ensure participant goals remain current.
• Coordinate service commencement.
• Maintain regular contact with participants and families.
• Attend participant meetings.
• Liaise with Support Coordinators, Plan Managers and Allied Health professionals.
• Follow up participant concerns promptly.
• Support participants through plan reviews.
• Identify opportunities to improve participant outcomes.
• Provide day-to-day leadership and support to Support Workers.
• Assist with rostering where required.
• Monitor quality and compliance.
• Work collaboratively with the Manager and Director.
• Conduct regular participant file audits.
• Identify compliance gaps.
• Assist with audit preparation.
• Implement corrective actions.
• Monitor incident trends.
• Recommend service improvements.
• Participate in Continuous Improvement activities.
• Advising participant support requirements.
• Identifying staffing needs.
• Reviewing roster suitability.
• Managing planned changes.
• Assisting during staffing shortages where required.
• Maintain professional relationships with Participants, Families, Guardians, Support Coordinators, Allied Health Professionals, NDIA representatives, Schools, Community organisations.
• Respond to enquiries professionally and within required timeframes.
• Maintain accurate case notes.
• Complete internal reporting.
• Update participant records.
• Monitor funding utilisation.
• Assist with participant reviews.
• Support administrative projects.

Skills

Excellent communication skills

High level organisational skills

Ability to manage competing priorities

Strong problem-solving skills

High attention to detail

Proficient computer skills

NDIS Worker Screening Clearance

Current Queensland Driver Licence

Working with Children Check (Blue Card

Current First Aid and CPR

Education

Diploma or Degree in Human Services, Community Services, Disability, Social Work or related field

Tools

ShiftCare

Job description

Learn to Live Disability Services – Townsville QLD is seeking a Client Services Officer to ensure participants receive high-quality, person-centred supports while maintaining NDIS Practice Standards compliance. You will manage participant relationships from enquiry to service delivery and provide leadership to support workers, with collaboration with the Manager and Director.

Your role includes rostering support, ensuring documentation is current, monitoring quality, and driving improvements in