Service Coordinator

All Care Plus Pty Ltd; City of Melbourne; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Flexible work

Staff programs

Recognition and rewards

Skill development

Job summary

All Care Plus Pty Ltd is seeking an experienced Service Coordinator to lead the day-to-day coordination of supports for a portfolio of participants in Victoria. You will build professional relationships with participants and families, coordinate qualified support workers, and maintain rosters while monitoring service quality and documentation.

This office-based role at our Carrum Downs location may include some site visits and after-hours on-call responsibilities.

Qualifications

• Experience in disability services, service coordination or an NDIs-provider role.
• Proven ability to lead a team and manage multiple participants and deadlines.
• Strong written and verbal communication with attention to detail.

Responsibilities

• Coordinate in-home and community supports for allocated participants.
• Build relationships with participants, families and support workers.
• Prepare intakes, service plans, reviews and documentation.
• Roster staff and match workers to participant needs while ensuring continuity of support.
• Monitor service delivery and escalations, ensuring timely completion of actions.
• Provide guidance and induction to frontline staff and contribute to service improvements.

Skills

Disability services

Coordination

Leadership

Time management

Documentation

Communication

Problem solving

Team collaboration

Education

Certificate IV in Disability

Tools

Rostering software

Job description

Are you ready to shape supports that genuinely matter?

All Care Plus is looking for an experienced, professional and hardworking Service Coordinator to join our growing team.

This is an important leadership position for someone who is genuinely dedicated to the participants they support and understands what quality disability services require: strong relationships, careful planning, sound judgement, accurate documentation and reliable follow-through.

If you have worked in disability services before, you will understand that service coordination is fast-moving and carries real responsibility. Participants, families and support workers will rely on you to stay organised, communicate clearly, address issues promptly and ensure agreed actions are completed.

In return, you will join an established and supportive organisation that recognises strong performance, provides opportunities to grow and brings together people who genuinely care about delivering excellent support.

About the role

As a Service Coordinator, you will oversee the day-to-day coordination of supports for an allocated portfolio of participants.

You will build strong professional relationships with participants and their families, coordinate suitable support workers, maintain reliable rosters and monitor the quality and consistency of service delivery.

You will also provide practical leadership and day-to-day guidance to support workers, helping them understand participant needs, service expectations, safe work practices and their documentation responsibilities.

This is predominantly an office-based position at our Carrum Downs office. Reasonable flexibility may be available where operationally appropriate; however, the successful applicant must be comfortable working alongside the team in the office and attending participant or service locations when required.

Key responsibilities

• Coordinate safe, reliable and person-centred in-home and community-based supports.
• Develop a detailed understanding of each participant’s goals, preferences, communication needs, risks and support requirements.
• Build and maintain professional relationships with participants, families, carers, support workers and relevant professionals.
• Complete participant intakes, service planning, assessments and regular reviews.
• Coordinate participant schedules and staff rosters, including appropriate worker matching and continuity of support.
• Maintain rosters in accordance with participant funding, approved service arrangements and organisational requirements.
• Respond promptly to cancellations, staff unavailability, changing participant needs and other service disruptions.
• Monitor service delivery, maintain oversight of outstanding matters and ensure agreed actions are followed through to completion.
• Ensure progress notes, timesheets, incident reports and other required records are completed accurately and within required timeframes.
• Review documentation to confirm that supports are consistent with participant goals, assessed needs and service requirements.
• Maintain accurate participant records, risk assessments, goal reviews and service documentation.
• Identify and elevate incidents, safeguarding concerns, emerging risks and material changes in participant circumstances.
• Provide clear leadership and participant-specific guidance to support workers, including assistance with induction, orientation and on-the-job training.
• Contribute to service improvements, team projects and the ongoing development of All Care Plus.
• Participate in rostered after-hours or on-call responsibilities where required and agreed.

About you

This role requires more than industry knowledge alone. We are looking for a proven leader who takes ownership, follows tasks through and can be relied upon by participants, families and colleagues.

You will be professional, dependable and genuinely committed to the people you support. You will have the ability to manage a demanding workload without losing sight of important details, deadlines or participant needs.

• Previous experience in disability services, service coordination, participant management or a comparable NDIS-provider role.
• A genuine commitment to participant choice, safety, dignity and meaningful outcomes.
• A strong work ethic and willingness to contribute when challenges arise.
• Proven ability to manage multiple participants, responsibilities, deadlines and competing priorities.
• Excellent organisation, prioritisation and time-management skills.
• Strong attention to detail and a consistent approach to accurate and timely documentation.
• The ability to lead, guide and support frontline workers professionally and respectfully.
• Sound judgement and initiative within established policies, procedures and role responsibilities.
• The ability to recognise concerns early, take appropriate action and escape matters when necessary.
• Strong written, verbal and interpersonal communication skills.
• Confidence communicating with participants, families, workers, management and external professionals.
• The ability to remain calm, organised and solutions-focused in a busy service environment.
• A collaborative approach and the ability to contribute positively to a genuine team.
• Confidence using electronic rostering, documentation and participant-management systems.

Experience coordinating supports for participants with complex health needs or behaviours of concern will be highly regarded.

A Certificate IV, Diploma or other relevant qualification in disability, community services or a related field is desirable.

Mandatory requirements

The successful applicant must have:

• A current Working with Children Check.
• The right to work in Australia.
• The ability to satisfy All Care Plus pre-employment screening requirements.
• Access to a comprehensively insured vehicle when private-vehicle use is required for work.

Current CPR training and relevant NDIS, infection-prevention and manual-handling training will be highly regarded.

Why join All Care Plus?

All Care Plus takes its responsibilities to participants seriously—and we also recognise the people who make quality support possible.

You will work alongside an experienced and committed team that communicates openly, supports one another and shares responsibility for delivering safe, reliable and high-quality services.

We offer:

• A professional, welcoming and team-focused working environment.
• Employee programs and workplace initiatives that support staff engagement and wellbeing.
• Reward and recognition programs that acknowledge strong performance and meaningful contribution.
• Opportunities to develop your skills and progress as All Care Plus continues to grow.
• Practical support from an experienced operations and management team.
• A workplace where initiative, reliability and quality work are recognised.
• Reasonable flexibility that supports work-life balance while meeting participant and operational requirements.
• The opportunity to influence service quality and make a meaningful contribution to participants and the future of All Care Plus.

Most importantly, you will work alongside a real team of people who genuinely care about participants and are committed to providing the best support possible.

About All Care Plus

All Care Plus is a Victorian disability-services provider delivering personalised in-home and community-based supports.

Our purpose is to help participants lead happy and fulfilling lives by creating opportunities for choice, inclusion and achievement at home, in the community and in life.

Our work is guided by three core values:

Accountability | Compassion | Purpose

These values are not simply words on a page. They shape how we support participants, how we work together and how we hold ourselves accountable.