Service Delivery Coordinator

True Care Collective; Cairns Regional; On-site; AUD 85,000 - 95,000; Full time

Job summary

True Care Collective is seeking an organised, proactive Service Delivery Coordinator to manage a caseload of NDIS participants and coordinate day-to-day supports across SIL, in-home and community services.

You will work with families, Support Coordinators, allied health professionals and frontline staff to ensure safe, consistent delivery aligned with each participant's needs and NDIS plan, reporting to the Disability Services Manager.

Qualifications

• Experience in NDIS disability services or similar.
• Experience coordinating and managing a caseload of participants.
• Strong understanding of person-centred practice, participant choice and control.

Responsibilities

• Manage a designated caseload of NDIS participants and oversee day-to-day delivery of supports.
• Develop relationships with participants, families, Support Coordinators and stakeholders; conduct regular service reviews.
• Act as key contact for families, nominees and allied health professionals.
• Monitor changing needs, risks, goals and service requirements; escalate issues to the Disability Services Manager.
• Ensure participant documentation, support plans and risk assessments remain current and communicated to the team.
• Collaborate with rostering to maintain consistent, trained Support Workers.
• Support new participant intake, onboarding and transitions into SIL, in-home and community-based services.

Skills

NDIS disability services

Caseload management

Person-centred practice

Communication

Team coordination

Risk assessment

Incident reporting

Education

Certificate III/IV in Individual Support/Disability

Tools

ShiftCare

Client management systems

Rostering systems

Job description

True Care Collective is seeking an organised, approachable and proactive Service Delivery Coordinator to join our growing team. Reporting directly to the Disability Services Manager, you will be responsible for managing a designated caseload of participants while supporting the day-to-day coordination, quality and delivery of their services.

You will be the key point of contact for participants within your caseload, working closely with their families, Support Coordinators, allied health professionals and frontline Support Workers to ensure supports are delivered safely, consistently and in line with each participant’s individual needs, goals and NDIS plan.

In addition to managing your designated caseload, you will work collaboratively with the Disability Services Manager to contribute to the overall management and coordination of clients and supports across the organisation. This includes assisting with service delivery oversight, staff support, operational priorities, compliance, quality improvement and ensuring consistent standards of care across all participants.

This is a hands-on role that combines participant case management, service coordination, staff support, compliance and operational responsibilities, with an opportunity to contribute to the continued growth and quality of True Care Collective’s disability services.

Salary of $85,000 to $95,000 plus 12% Superannution is dependent on experience.

Key responsibilities

Manage a designated caseload of NDIS participants, overseeing the day-to-day delivery and coordination of their supports

Develop strong working relationships with participants and maintain regular communication, check-ins and service reviews

Act as a key contact for families, nominees, Support Coordinators, allied health professionals and other stakeholders

Monitor each participant's changing needs, risks, goals and service requirements and elevate significant matters to the Disability Services Manager

Ensure participant documentation, support plans, risk assessments and service information remain current and are effectively communicated to the support team

Work closely with rostering to ensure participants have consistent, appropriately matched and suitably trained Support Workers

Support new participant intake, onboarding and transitions into SIL, in-home and community-based services

About you

Demonstrated experience in NDIS disability services, preferably in a service coordination, team leader, senior support or similar role

Experience managing a caseload of participants and coordinating their day-to-day supports

Strong understanding of person-centred practice, participant choice and control, dignity of risk and NDIS service delivery

Experience supporting and providing guidance to frontline Support Workers

Strong communication, organisation and problem-solving skills, with the ability to manage competing priorities

Confidence communicating with participants, families, Support Coordinators, allied health professionals and other stakeholders

Understanding of incident reporting, risk management, participant documentation and NDS compliance requirements

Current NDIS Worker Screening Clearance

Current First Aid and CPR

Current Australian driver's licence and reliable transport

About us

True Care Collective is a locally operated, registered NDIS provider delivering Supported Independent Living (SIL), in-home support, community participation and other individualised supports across the Cairns region. The approach is personal and hands-on, providing support you can count on and the care you deserve. The organisation focuses on creating safe, supportive environments where participants are treated with dignity and respect, have genuine choice and control, and are supported to live as independently as possible. Directors and management team remain actively involved in service delivery, with a strong emphasis on clear communication, carefully matched support teams, consistency of care and maintaining high standards across every service provided.

Qualifications & Experience

Demonstrated experience in NDIS disability services, preferably in a service coordination, team leader, senior support or similar role.

Experience managing a caseload of participants and coordinating their day-to-day supports.

Strong understanding of person-centred practice, participant choice and control, dignity of risk and NDIS service delivery.

Experience supporting and providing guidance to frontline Support Workers.

Strong communication, organisation and problem-solving skills, with the ability to manage competing priorities.

Confidence communicating with participants, families, Support Coordinators, allied health professionals and other stakeholders.

Understanding of incident reporting, risk management, participant documentation and NDS compliance requirements.

Current NDIS Worker Screening Clearance.

Current First Aid and CPR.

Current Australian driver's licence and reliable transport.

Excellent computer literacy and confidence using client management and rostering systems.

Highly Regarded

Certificate III or IV in Individual Support, Disability, Community Services or a related qualification.

Previous experience working within Supported Independent Living (SIL).

Experience coordinating participants with complex support needs.

Knowledge of Behaviour Support Plans and restrictive practice reporting requirements.

Experience with staff onboarding, participant-specific training and service reviews.

Experience using ShiftCare or similar NDIS client management systems.

Why Join True Care Collective?

At True Care Collective, you won't simply be filling a coordination position. You'll become part of a supportive local management team that genuinely cares about the quality of services we provide.

We offer a collaborative working environment where you will work closely with our Disability Services Manager while having responsibility and ownership of your own participant caseload.

You'll have the opportunity to build strong relationships with participants and their support teams, contribute to service improvements and play an important role in maintaining the high standard of care True Care Collective is known for.

Support you can count on and the care you deserve.