Service Coordination Manager

Aspiring Futures SA; Adelaide; On-site; AUD 90,000 - 120,000; Full time

Job summary

Aspiring futures SA seeks an experienced Service Coordination Manager to provide operational leadership across our disability service delivery function. You will lead a team of Service Coordinators, oversee participant outcomes, and support safe, person-centred, compliant NDIS services.

The role includes maintaining a small portfolio of participants, coordinating onboarding, transitions, audits and continuous improvement, and contributing to business growth from the Head Office in SA with

Qualifications

• Calm, organised and solutions-focused leader with strong NDIS environment knowledge.
• Three to five years’ experience in NDIS service coordination or operational leadership.
• Experience supervising, coaching and developing service-delivery staff.
• Strong knowledge of safeguarding, incident and complaint management, funding, service documentation and quality compliance.
• Experience with onboarding, service transitions, audits or new-service establishment.
• Strong decision-making, investigation, report-writing and stakeholder-management skills.
• Ability to manage competing priorities and remain professional in urgent or high-risk situations.
• Current SA driver’s licence and access to a reliable insured vehicle.
• Current NDIS Worker Screening, Working with Children Check, First Aid and CPR.
• Experience with SIL services, children and young people, psychosocial disability or NDIS Commission experience is highly regarded.

Responsibilities

• Lead, supervise, coach and develop Service Coordinators.
• Monitor service quality, participant outcomes, workloads, risks and actions.
• Act as primary operational escalation point for complex matters.
• Lead participant onboarding, transitions and new services establishment.
• Oversee incidents, complaints, safeguarding concerns and investigations.
• Coordinate internal NDIS audits, compliance reviews and corrective actions.
• Collaborate with Rostering, HR, Finance, Administration and clinical staff.
• Prepare operational reports, identify trends and offer management-ready recommendations.
• Build relationships with participants, families, guardians, clinicians and support coordinators.
• Support on-call roster, emergency responses and business continuity.

Skills

Leadership

Stakeholder management

NDIS knowledge

Problem solving

On-call & crisis management

Education

Certificate IV in Disability, Community Services, Individual Support, Leadership and Management, or related discipline

Job description

aspiring futures SA is seeking an experienced and capable Service Coordination Manager to provide operational leadership across our disability service delivery function.

Reporting to the General Manager, Strategy and Operations, you will lead and develop a team of Service Coordinators, oversee participant and service outcomes, resolve complex operational matters and support the delivery of safe, person-centred and compliant NDIS services.

You will also maintain a small portfolio of approximately one or two participants, helping you remain connected to frontline practice while providing broader operational leadership.

About the role

Your key responsibilities will include:

• Leading, supervising, coaching and developing Service Coordinators.
• Monitoring service quality, participant outcomes, workloads, risks and outstanding actions.
• Acting as the primary operational escalation point for complex participant, workforce, incident and service-delivery matters.
• Leading participant onboarding, transitions and the establishment of new services and supported accommodation.
• Overseeing incidents, complaints, safeguarding concerns and operational investigations where authorised.
• Coordinating internal NDIS audits, compliance reviews, corrective actions and continuous improvement initiatives.
• Working collaboratively with Rostering, Human Resources, Finance, Administration and relevant clinical professionals.
• Preparing clear operational reports, identifying trends and providing practical recommendations to management.
• Building positive relationships with participants, families, guardians, clinicians, support coordinators and other stakeholders.
• Participating in the organisation’s on-call roster and supporting emergency and business-continuity responses.
• Supporting the General Manager in business growth and development.

About you

You will be a calm, organised and solutions-focused leader with strong knowledge of the NDIS environment and a commitment to participant choice, dignity, safety and wellbeing.

To be successful, you will have:

• A minimum Certificate IV qualification in Disability, Community Services, Individual Support, Leadership and Management, or a related discipline.
• At least three to five years’ relevant experience in NDIS service coordination, operational leadership or a comparable disability, community services, health or human services role.
• Demonstrated experience supervising, coaching and developing service-delivery employees.
• Strong knowledge of NDIS safeguarding, incident and complaint management, funding, service documentation, risk controls and quality compliance.
• Experience with participant onboarding, service transitions, internal audits, corrective actions or new-service establishment.
• Strong decision-making, investigation, report-writing, record-keeping and stakeholder-management skills.
• The ability to manage competing priorities and remain professional during urgent, sensitive or high-risk situations.
• A current South Australian driver’s licence and access to a reliable, appropriately insured vehicle.
• Current NDIS Worker Screening, Working with Children Check, First Aid and CPR certification.
• Experience working with SIL services, children and young people, psychosocial disability, complex health needs, behaviours of concern, restrictive practices or the NDIS Commission and PRODA will be highly regarded.

The role is primarily based at the aspiring futures SA Head Office, with regular travel to participant homes and service locations across South Australia.