Service Delivery & Operations Manager-NDIS

Total Health Support; Adelaide; On-site; AUD 90,000 - 120,000; Full time

Job summary

Total Health Support Pty Ltd in Adelaide is seeking an experienced Operations & Service Delivery Manager to lead day-to-day NDIS services. You will ensure safe, high-quality supports and oversee client services, staff management, intake and governance across SIL, Day Options and community participation.

The role requires strong leadership, organisational, and communication skills with a focus on continuous quality improvement and regulatory compliance within the Australian disability sector.

Qualifications

• Degree or equivalent in Disability, Community Services, Health, Business Management, Social Work, Developmental Education or a related field.
• Experience with NDIS service delivery and person-centred practice is preferred.
• Current Australian employment rights and clearances (including NDIS Worker Screening) are required.

Responsibilities

• Oversee day-to-day operation of NDIS disability services.
• Ensure participants receive safe, reliable, person-centred supports.
• Manage participant services and maintain communication with participants, families and stakeholders.
• Respond to participant concerns and ensure issues are resolved.
• Coordinate intake, onboarding and service commencement for new participants.
• Support development of SIL, Day Options and community participation services.
• Monitor quality and consistency of service delivery.
• Lead staffing decisions, rostering and staff performance management.
• Provide regular updates to the Managing Director on service delivery, staffing and risks.

Skills

Leadership

Communication

Organisational

Problem solving

Decision making

Stakeholder engagement

Staff management

Education

Degree in related field

Job description

Service Delivery & Operations Manager-NDIS

Operations & Service Delivery Manager – NDIS

Organisation: Total Health Support Pty Ltd
Location: Adelaide, South Australia (Hilton)
Employment Type: Full-Time, Permanent
Reports To: Managing Director
Industry: NDIS / Disability Services

Position Purpose

The Operations & Service Delivery Manager is responsible for overseeing the day-to-day operations and quality of service delivery across Total Health Support’s disability services.

The role provides leadership across client services, staff management, service coordination, compliance, participant intake, complaints and incidents, stakeholder engagement, recruitment, referrals and service development.

The position also plays an important role in developing Total Health Support’s services, including Supported Independent Living (SIL), community participation, Day Options and other NDIS supports.

Key Responsibilities

Oversee the day-to-day operation of NDIS disability services.

Ensure participants receive safe, reliable, person-centred and high-quality supports.

Manage participant services and maintain regular communication with participants, families, nominees and other stakeholders.

Respond to participant concerns and ensure issues are followed through to resolution.

Manage new participant enquiries, intake, assessments, onboarding and commencement of services.

Coordinate service agreements, participant documentation and service commencement requirements.

Follow up referrals from Support Coordinators, families and other organisations.

Build and maintain professional relationships with Support Coordinators, allied health professionals and referral partners.

Support the development and occupancy of SIL services.

Support the ongoing development of Day Options and community participation services.

Identify appropriate opportunities for new services and organisational development.

Monitor the quality and consistency of service delivery.

Work closely with the Rostering Officer to ensure appropriate staffing, continuity of support and coverage of participant shifts.

Support recruitment, interviewing, onboarding and retention of disability support workers.

Assist with staff supervision, performance reviews and performance-management processes.

Address staff performance or conduct concerns professionally and promptly.

Ensure staff understand participant support requirements, organisational expectations and relevant policies.

Oversee participant complaints, incidents, feedback and service concerns.

Ensure incidents and complaints are appropriately documented, investigated, followed up and escalated where required.

Support compliance with the NDIS Practice Standards and organisational policies and procedures.

Assist with internal audits, external audits and continuous quality-improvement activities.

Monitor participant files and operational documentation to ensure required records are maintained.

Identify operational and participant risks and escalating significant matters to the Managing Director.

Participate in participant, family, stakeholder and staff meetings where required.

Support the implementation and improvement of organisational systems, processes and procedures.

Monitor participant satisfaction and identify opportunities to improve service delivery.

Provide leadership and guidance to operational and support staff.

Promote a professional, respectful and accountable workplace culture.

Provide regular updates to the Managing Director regarding service delivery, staffing, participant concerns, incidents, complaints, referrals and operational risks.

Undertake other reasonable duties related to the position as directed by the Managing Director.

Key Relationships

The Operations & Service Delivery Manager will work closely with the Managing Director, Accounts Manager, Rostering Officer, Administration/HR team, Behaviour Support Practitioners, Disability Support Workers, participants and their families, Support Coordinators, allied health professionals, plan managers and other external stakeholders.

Essential Experience and Skills

The successful candidate should have experience within the Australian disability, NDIS, community services or related sector.

They should demonstrate strong knowledge of NDIS service delivery and an understanding of the NDS Practice Standards, participant rights, incident management, complaints management and person-centred practice.

Previous experience in a role such as Operations Manager, Service Delivery Manager, Client Services Manager, Disability Services Manager, Service Coordinator or similar leadership position is highly desirable.

The candidate must have strong leadership, communication, organisational, problem-solving and decision-making skills and be able to manage multiple priorities with limited supervision.

They should also be confident communicating with participants, families, Support Coordinators, staff and external professionals and be able to manage challenging situations calmly and professionally.

Highly Regarded Experience

Experience with Supported Independent Living (SIL), Day Options, community participation, participant intake, NDIS compliance, audits, complaints and incident management, recruitment, staff performance management, referral management, stakeholder engagement and Positive Behaviour Support will be highly regarded.

Qualifications and Requirements

Relevant qualifications (Degree) in Disability, Community Services, Health, Business Management, Social Work, Developmental Education or a related field will be highly regarded.

The successful applicant will be required to maintain appropriate employment clearances relevant to the position, including a current NDIS Worker Screening Check, current driver's licence, appropriate working rights in Australia and other mandatory checks or training applicable to the role.

Key Performance Expectations

Performance in the position will be assessed against areas including service quality, participant satisfaction, complaint and incident follow-up, staff performance, roster stability, participant onboarding , referral follow-up, compliance, SIL and Day Options development, stakeholder relationships, documentation standards and overall operational performance.

Personal Attributes

We are looking for someone who is proactive, accountable, organised and solution-focused.

The successful candidate should be comfortable taking ownership of responsibilities, identifying problems and following matters through to completion rather than waiting for ongoing direction.

They must be able to balance participant wellbeing, staff needs, compliance requirements and the operational needs of the organisation while maintaining professional and ethical standards.

About Total Health Support

Total Health Support is an NDIS registered provider based in Adelaide, South Australia.

We provide disability support, community participation, Supported Independent Living, Day Options and Positive Behaviour Support services.