Support Coordinator

ITEC Group; Cairns Regional; On-site; AUD 70,000 - 95,000; Full time

Job summary

ITEC Group in Cairns Region is seeking a Support Coordinator to help NDIS participants connect with services, build independence, and exercise real choice and control. You will work with participants, families, providers and communities to implement and review plans and coordinate supports that matter most to them.

The role focuses on guiding plan budgets, navigating the NDIS and broader service systems, and empowering participants to achieve meaningful outcomes within a culturally safe

Qualifications

• Certificate IV, diploma or degree in Community Services, Disability, Human Services, Social Work or related discipline or equivalent experience.
• Compliance with NDIS Worker Screening requirements.
• Proven experience working with people living with disability and complex care needs using a person-centred approach.
• Experience managing a caseload of participants in a billable hour environment.

Responsibilities

• Engage participants to understand goals, strengths, risks and support needs in line with their NDIS plan.
• Coordinate participant access to informal, mainstream and funded supports; promote cohesive service delivery.
• Produce accurate and timely reports in line with NDIA requirements and organisational standards.
• Maintain accurate participant records in accordance with NDIS Practice Standards and privacy obligations.
• Establish and maintain relationships with participants, families, carers and external stakeholders.
• Empower participants to understand their plans and build capacity to live independently.
• Contribute to service sustainability through ethical referrals and continuous improvement.

Skills

Communication skills

NDIS knowledge

Problem solving

Tech literacy

Travel readiness

Relationship management

Planning & self-review

Education

Certificate IV, diploma or degree in Community Services, Disability, Human Services, Social Work or related

Job description

Make a lasting impact in your community by supporting participants to connect with services, overcome barriers, and reach their personal goals as a Support Coordinator.

SCHADS Level4– Full Time

About ITEC Group

ITEC Group is a purpose-driven organisation supporting people across Youth, Employment, Aged Care, and Disability Services.

With a workforce of 400+ across QLD, NT, SA, and NSW,we’reproud to lead with heart, purpose, and action.

Our Commitment to Cultural Safety

Across our diverse services – including disability, health, youth, and community programs – werecogniseandhonourthe importance of cultural identity, community connection,and livedexperience.

We work inpartnershipwith Aboriginal and Torres Strait Islander peoples, families, and communities, and embed cultural understanding and trauma-informed practice into everything we do.

At our core are our ‘We CARE’ values:

If you live these values and want to make a lasting impact,we’dlove to meet you.

WhyYou’llLove This Role

In this role, you’ll have the opportunity to make a meaningful difference every day by helping NDIS participants build confidence, strengthen their independence, and exercise real choice and control in their lives.

You’ll work alongside participants, families, providers, and communities to help people understand, implement, and review their NDIS plans, while coordinating the supports that matter most to them. It’s a rewarding role where you can empower people to achieve their goals and build stronger connections with their community.

You’ll also be part of a purpose-driven team that values person-centred practice, collaboration, and positive outcomes. If you’re passionate about supporting people in a way that respects their goals, funded supports, and decision-making rights, this is a role where your work will truly matter.

Primary Responsibilities

Participant Outcomes and Capacity Building

• Engageparticipants to understand goals, strengths,risksand support needs in line with their NDIS plan.
• Support participants to build skills,confidenceand knowledge to navigate the NDIS and broader service systems.
• Provide guidance to participants to understand plan budgets, fundingcategoriesand service options, enabling informeddecision making.
• Facilitate participant choice and control by supporting independent engagement withsupportsand services.
• Support participants to prepare for plan reviews and reassessments.

Coordination, Systems and Compliance

• Coordinate participant access toappropriate informal,mainstreamand funded supports. Support collaboration across service providers to promote cohesive andtimelyservice delivery.
• Assistparticipants with crisis planning and identification ofappropriate escalationpathways.
• Produceaccurateandtimelyreports in line with NDIA requirements andorganisationalstandards.
• Maintainaccurateparticipant recordsin accordance withNDIS Practice Standards,privacyandrecord-keepingobligations.

Stakeholder and Market Engagement

• Establish andmaintaineffective working relationships with participants, families,carersand external stakeholders.
• Act as a key point of contact forcoordinationmatters whilemaintainingprofessional boundaries.
• Contribute to service sustainability through ethical referrals and effective relationship management.

Leadership & Management

• Empower NDIS participants to understand their plans and connect them with service providers, building their capacity to liveasindependentlyas possible.
• Support participants to manage their budgets effectively.
• Maintain,monitorand manage caseload hours forownworkload in linewithorganisationalexpectations, participant requirements and NDIS directives,guidelinesand standards.

Growth & Service Sustainability

• Contribute to sustainable service growth through effective coordination and ethical practice.
• Contribute to commerciallyviableand scalable service delivery models through feedback and participation in continuous improvement activities.
• Ensureaccurateandtimelymanagement of participant records.
• Monitor participant satisfaction and ensureappropriateescalation,investigation and corrective action occurs whenrequired.
• Support audits and continuous improvement activities.
• Adhere to WHS compliance within service environments.
• Commitment to ongoing professional development.

Qualificationsand experience

• Certificate IV, diploma or degree in Community Services, Disability, Human Services, Social Work or a related discipline, or equivalent demonstrated experience
• Compliancewith NDIS Worker Screening requirements.
• Proven experience working with people living with disability and complex care needs,utilisinga person‑centredapproach.
• Experience managing a caseload of participants in a billable hour environment.

About You

• Excellent communication (written and verbal), consultation, negotiation,coachingand facilitation skillsappropriate toa Level 4 role.
• Sound understanding of the NDIS market,supportsandprogrammes.
• Well‑developed problem‑solving, research, conceptual and analytical skills.
• Technology literate, including confidence using Windows‑based systems,emailand online platforms.
• Ability to travel to remote and isolated communities asrequired.
• Effective relationship management with participants, families,serviceprovidersand other key stakeholders.
• Forward planner who critically assessesownperformance andparticipatesin supervision and development.

WhatYou’llNeed

• Current Australian Driver’sLicence
• Willing to undergo the Nation Police Check
• NDIS Worker Screening Check
• Eligibility to work in Australia
• Working with Children Check
• First Aid and CPR

We strongly encourage Aboriginal and Torres Strait Islander peoples to apply. Applicants with experience working alongside Aboriginal and Torres Strait Islander communities especially those with knowledge of cultural identity, healing, and trauma-informed practice are highly valued.