Service Delivery Coordinator

Gold Coast Community Lifestyles; Gold Coast City; On-site; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Salary sacrificing options

Job summary

Gold Coast Community Lifestyles (GCCL) is seeking a Service Delivery Coordinator to lead and oversee supports for participants with disability. You will ensure high-quality, responsive, and rights-based services, while owning the service delivery process and addressing issues to resolution.

This hands-on leadership role requires decision-making, prioritisation, and robust staff management. A tertiary qualification in Human Services or related field is preferred, with demonstrated experience in

Qualifications

• Experience in disability, community or human services is desirable.
• Strong leadership and people management skills are essential.
• Excellent communication and conflict-resolution abilities are required.

Responsibilities

• Being the key operational contact for participants and their support teams.
• Ensuring supports align with participant goals, preferences and changing circumstances.
• Identifying service gaps and taking action to resolve them.
• Coordinating and overseeing individualised supports for children and adults with disability and their families.
• Supporting participants with goal setting, support planning, risk management and community participation.
• Leading, mentoring, supervising and holding staff accountable for performance and service quality.
• Coordinating recruitment, onboarding and team development.
• Managing rosters and day-to-day operations.
• Conducting intake, onboarding, reviews and transition planning.
• Monitoring outcomes, satisfaction and quality of supports.
• Maintaining current participant plans, risk assessments and documentation.

Skills

Leadership

Communication

Problem solving

Conflict resolution

Team supervision

Education

Tertiary qualification in Human Services

Tools

Lumary

NDIS Provider Portal

Microsoft Office

Job description

Gold Coast Community Lifestyles – Currumbin QLD

Are you passionate about empowering people with disability to live meaningful, inclusive and self-directed lives? Do you thrive in a leadership role where relationships, creativity and person-centred practice are at the heart of everything you do?

At Gold Coast Community Lifestyles Ltd (GCCL), we believe disability is an attribute, not a deficit. We believe every person has the right to dignity, choice, control and self-determination.

We are looking for a compassionate, organised and values-driven Service Delivery Coordinator to join our team and help us deliver high-quality, flexible and rights-based supports to people with disability and their families.

About the role

As a Service Delivery Coordinator, you will play a key leadership role in coordinating and overseeing supports, while ensuring participants receive responsive, individualised and high-quality services.

The Service Delivery Coordinator is a key point of accountability for the quality, consistency and responsiveness of service delivery for allocated participants. This is not simply a role focused on rosters and administration it requires ownership of the service delivery process and taking action when issues, gaps or risks are identified.

This is a hands-on leadership role. You will need to be confident making decisions, managing competing priorities, having difficult conversations, supporting staff performance and responding calmly to unexpected situations. You will need to be organised, accountable, resilient and willing to take ownership of issues through to resolution.

Key Responsibilities

• Being the key operational contact for participants and their support teams.


• Ensuring supports remain aligned with participant goals, preferences, needs and changing circumstances.


• Identifying service gaps and taking action to resolve them.


• Coordinating and overseeing individualised supports for children and adults with disability and their families.


• Supporting participants with goal setting, support planning, risk management and community participation.


• Leading, mentoring, supervising and holding staff accountable for professional performance, quality service delivery and compliance with GCCL policies and procedures.


• Coordinating and contributing to staff recruitment, onboarding and team development.


• Providing regular feedback, addressing performance concerns, supporting staff development and undertaking performance management processes when required.


• Coordinating rosters and responding to day-to-day operational needs.


• Conducting intake processes, onboarding, service reviews and transition planning.


• Monitoring participant outcomes, satisfaction and quality of supports.


• Ensuring participant plans, risk assessments and required documentation remain current and compliant.


• Managing incidents, safeguarding concerns and required follow-up, including appropriate escalation and documentation.


• Maintaining accurate records and case notes using systems such as Lumary and Dropbox.


• Ensuring compliance with NDIS Practice Standards, the NDIS Code of Conduct and GCCL policies and procedures.


• Contributing to quality improvement activities, including service audits, monitoring compliance and identifying opportunities for improvement.


• Contributing to a collaborative, inclusive and values-led workplace culture.

This is a casual position working 76 hours per fortnight, Monday to Friday, 8:30am–4:00pm.

Service Delivery Coordinators also participate in a rotating after-hours on-call roster. On-call duties involve carrying the designated phone during an allocated period and being available to respond to urgent participant, family or operational matters. This may include providing guidance to support workers, coordinating an appropriate response to unexpected situations, escalating matters when required, documenting relevant information and providing appropriate handover. On-call periods may include weekday evenings and weekends as part of the rotating roster.

Flexibility, professionalism, accountability, reliability and responsiveness are essential components of this role.

About You

We would love to hear from applicants who are compassionate, proactive, adaptable, self-motivated and committed to upholding the rights and choices of people with disability.

You will need to be able to self-manage your workload, work independently, take initiative and use sound judgement, while also knowing when to seek support or elevate an issue.

We value people who are open to learning and continually developing their knowledge and skills. You will need to be receptive to feedback, open to new ideas and approaches, and willing to learn from participants, families, colleagues and lived experience. You do not need to know everything on day one, but you do need to be willing to learn, ask questions and grow in the role.

• Previous experience within the disability, community or human services sector, particularly in service coordination or team leadership, is highly desirable.


• Strong understanding of the NDIS, person-centred supports, rights-based practice and safeguarding responsibilities.


• Excellent communication, leadership and conflict-resolution skills.


• Experience supervising and supporting teams in a fast-paced environment.


• Ability to coordinate supports, manage competing priorities and problem-solve effectively.


• Experience managing participant documentation, service agreements, risk management plans and reporting requirements.


• Confidence using systems such as Lumary, the NDIS Provider Portal, Microsoft Office and other digital platforms.


• A completed tertiary qualification in Human Services, Disability, Community Services, Management or a related field is preferred, or significant relevant industry experience.


• Lived experience of disability, caring or supporting a loved one with disability is highly regarded.

This position is not suitable for applicants who are currently undertaking university or tertiary study. Applicants must have completed their current course of study prior to commencing the role. The position requires a high level of availability, flexibility and commitment to the operational requirements of the role.

Mandatory Requirements

Successful applicants must hold or be willing to obtain:

• Current First Aid and CPR Certificate


• Current Working with Children Check (Blue Card)


• Treat participants, families and colleagues with dignity and respect.


• Maintain professionalism and integrity at all times.


• Respect the rights of individuals to self-determination and decision-making.


• Provide safe, ethical and high-quality supports.


• Raise and respond appropriately to concerns, incidents and safeguarding matters.


• Uphold the NDIS Code of Conduct and GCCL values in everyday practice.

Why Join GCCL?

We are committed to creating a workplace culture that reflects the values we promote within our services inclusion, respect, collaboration and empowerment.

• A supportive and community-focused team environment


• Meaningful work that genuinely impacts people's lives


• Opportunities for ongoing professional development and learning


• A values-led organisation focused on person-centred practice, inclusion and SRV principles


• Salary sacrificing options available


• The opportunity to contribute to innovative and responsive service delivery