Participant Support Officer

The Creative Care Company; Melbourne; On-site; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible work from home/office

Free paid training

Career progression

Job summary

The Creative Care Company in Melbourne is seeking a dedicated professional to oversee a caseload of participants receiving In-Home Supports, SIL and Community Participation. You will coordinate, monitor and support efficient delivery of services while ensuring compliance and smooth operations.

Key duties include building relationships with participants and families, coordinating care plans, and supporting eligibility and documentation.

Qualifications

• Must have experience within an NDIS provider.
• Strong understanding of participant services, SIL and NDIS documentation.
• Proactive and organised with strong relationship-building skills.
• Must have a valid driver's licence and NDIS worker screening clearance.

Responsibilities

• Build strong relationships with participants, families and stakeholders through regular check-ins.
• Support participants with ongoing service delivery and case management.
• Coordinate care plans, risk assessments, participant documentation and service reviews.
• Monitor progress notes, incidents and participant outcomes with follow-ups as needed.
• Support NDIS compliance and quality assurance across participant services.
• Collaborate with Team Leaders and Manager to ensure services are delivered effectively.
• Identify gaps in service delivery and drive resolution.
• Help improve participant-service processes, systems and documentation as the organisation grows.

Skills

Proactive

Organised

NDIS experience

NDIS documentation

Communication

Driver's licence

NDIS worker screening

Certificate IV in Disability

NDIS practise standards

Written and verbal communication

Education

Certificate IV in Disability or equivalent

Job description

We are a small boutique NDIS provider operating in Melbourne. We support individuals with complex needs to live independently at home. You'll be joining an organisation that genuinely cares. One that delivers on its promise to:

See clients in person

Carefully match support staff to the needs of the person

Deliver good quality supports with qualified support workers

About the role

You will help oversee a caseload of participants receiving a range of supports, including In-Home Supports, Supported Independent Living (SIL) and Community Participation. This is a hands-on role for someone who understands NDIS service delivery and can confidently support participants and their families while ensuring the services happening behind the scenes are coordinated, compliant and running smoothly.

Key responsibilities

• Building strong relationships with participants, families and key stakeholders, including regular phone and face-to-face check-ins
• Supporting participants with ongoing service delivery and case management
• Coordinating care plans, risk assessments, participant documentation and service reviews
• Monitoring progress notes, incidents and participant outcomes, identifying concerns and ensuring appropriate follow-up
• Supporting NDIS compliance and quality assurance across participant services
• Working closely with Team Leaders and the Manager to ensure participant needs are understood and services are delivered effectively
• Identifying gaps or concerns in service delivery and taking ownership of following these through to resolution
• Helping improve participant-service processes, systems and documentation as the organisation continues to grow

About you

• Proactive, organised and confident taking ownership
• Experience within an NDIS provider
• Strong understanding of participant services, SIL and NDIS documentation
• Communicates well and builds strong relationships
• Must have a valid drivers lisence
• Valid NDIS worker screening clearance
• A minimum cert 4 in disability/individual supports or equivalent experience
• Understanding of the NDIS practise standards
• Good written and verbal communication skills

What do we do for you?

• Flexible working arrangements (Work from home and office)
• Free paid training (essential NDIS modules assosciated with the practise standards)
• Opportunity for progression to management