Participant Services Manager

YouCare Disability Services; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

YouCare Disability Services is seeking an experienced Participant Services Manager to join our leadership team. You will manage an allocated caseload, work with participants, families and case managers to ensure services meet needs, and provide day-to-day leadership to the Lead Support Workers and Rostering Team.

This hands-on role focuses on relationship-building, problem-solving and day-to-day delivery of disability services.

Qualifications

• Experience in disability services or social care settings.
• Strong leadership and people-management skills.
• Ability to coordinate complex rostering and service delivery.

Responsibilities

• Lead the Participant Services team and manage a caseload of participants.
• Collaborate with families, case managers, and support coordinators to tailor services.
• Oversee participant plans, risk assessments and incident follow-ups.
• Facilitate reviews, onboarding and rostering for consistent care delivery.

Job description

YouCare Disability Services is a growing, community-based organisation providing support to people funded through the NDIS and iCare.

We work with people across a wide range of ages, disabilities and support needs, providing individualised support at home and in the community. We pride ourselves on really getting to know our participants, understanding what matters to them and building strong, consistent support teams around their individual needs, goals and lifestyle.

We have a friendly and supportive team and are passionate about providing high-quality services while creating a positive environment for both our participants and staff.

About YouCare

YouCare Disability Services is a growing, community-based organisation providing support to people funded through the NDIS and iCare.

We work with people across a wide range of ages, disabilities and support needs, providing individualised support at home and in the community. We pride ourselves on really getting to know our participants, understanding what matters to them and building strong, consistent support teams around their individual needs, goals and lifestyle.

We have a friendly and supportive team and are passionate about providing high-quality services while creating a positive environment for both our participants and staff.

About the role

We are looking for an experienced Participant Services Manager to join our leadership team.

You will manage an allocated caseload of participants, working closely with participants, families, case managers, support coordinators and other stakeholders to ensure their services are running well and continue to meet their needs.

You will also provide day-to-day leadership and management to our Lead Support Workers and Rostering Team, helping to ensure our teams are well supported, participant rosters are stable and any issues are identified and addressed early.

This is a varied, hands-on role suited to someone who enjoys building relationships, leading people, solving problems and being actively involved in the day-to-day delivery of disability services.

Key responsibilities

• Manage an allocated caseload and act as a key contact for participants, families, case managers, support coordinators and other stakeholders
• Build strong relationships with participants and understand their individual needs, goals, preferences and support requirements
• Maintain oversight of participant services, support teams, rosters and overall service quality
• Maintain regular communication with participants and families and respond to concerns, feedback or changes in support needs
• Facilitate participant reviews, service planning and stakeholder meetings
• Support new participant onboarding, worker matching, buddy shifts and establishment of support teams
• Maintain participant documentation including Service Agreements, Support Plans, Risk Assessments and Clinical Care Plans
• Monitor participant incidents, risks and service delivery concerns and ensure appropriate follow-up
• Provide day-to-day leadership and support to the Lead Support Workers and Rostering Team
• Conduct supervision, coaching, one-on-one meetings and performance discussions with staff
• Maintain oversight of participant rosters, staffing gaps and continuity of care
• Support the team with complex participant, staffing and rostering matters
• Identify opportunities to improve participant satisfaction, workforce stability and service delivery

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