Support Coordinator

Work Initiatives; Cairns Regional; On-site; AUD 70,000 - 90,000; Full time

Job summary

ITEC Group is seeking a dedicated Support Coordinator to assist NDIS participants in Cairns region. You’ll help participants understand and implement their plans, coordinate varied supports, and promote independence and choice while working with families, providers and the broader community.

The role emphasises person-centred practice, cultural safety, and collaboration across services. Travel to remote communities may be required; a current driver’s licence is beneficial.

Qualifications

• Certificate IV, diploma or degree in Community Services, Disability, Human Services, Social Work or a related discipline, or equivalent demonstrated experience.
• Compliance with NDIS Worker Screening requirements.
• Proven experience working with people living with disability and complex care needs, utilising 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.
• Support participants to build skills, confidence and knowledge to navigate the NDIS and broader service systems.
• Provide guidance to participants to understand plan budgets, funding categories and service options, enabling informed decision making.
• Facilitate participant choice and control by supporting independent engagement with supports and services.
• Support participants to prepare for plan reviews and reassessments.
• Coordinate participant access to appropriate informal, mainstream and funded supports.
• Assist participants with crisis planning and identification of appropriate escalation pathways.
• Produce accurate and timely reports in line with NDIA requirements and organisational standards.
• Maintain accurate participant records in accordance with NDIS Practice Standards, privacy and record-keeping obligations.
• Establish and maintain effective working relationships with participants, families, carers and external stakeholders.
• Act as a key point of contact for coordination matters while maintaining professional boundaries.
• Contribute to service sustainability through ethical referrals and effective relationship management.
• Empower NDIS participants to understand their plans and connect them with service providers, building their capacity to live as independently as possible.
• Support participants to manage their budgets effectively.
• Maintain, monitor and manage caseload hours for own workload in line with organisational expectations, participant requirements and NDIS directives, guidelines and standards.
• Contribute to sustainable service growth through effective coordination and ethical practice.
• Contribute to commercially viable and scalable service delivery models through feedback and participation in continuous improvement activities.
• Ensure accurate and timely management of participant records.
• Monitor participant satisfaction and ensure appropriate escalation, investigation and corrective action occurs when required.
• Support audits and continuous improvement activities.
• Adhere to WHS compliance within service environments.
• Commitment to ongoing professional development.

Skills

Communication skills

NDIS market knowledge

Problem solving

Technology literacy

Travel to remote communities

Relationship management

Forward planning

Education

Community Services degree

NDIS Worker Screening

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

• Engage participants to understand goals, strengths, risks and support needs in line with their NDIS plan.
• Support participants to build skills, confidence and knowledge to navigate the NDIS and broader service systems.
• Provide guidance to participants to understand plan budgets, funding categories and service options, enabling informed decision making.
• Facilitate participant choice and control by supporting independent engagement with supports and services.
• Support participants to prepare for plan reviews and reassessments.

Coordination, Systems and Compliance

• Coordinate participant access to appropriate informal, mainstream and funded supports. Support collaboration across service providers to promote cohesive and timely service delivery.
• Assist participants with crisis planning and identification of appropriate escalation pathways.
• Produce accurate and timely reports in line with NDIA requirements and organisational standards.
• Maintain accurate participant records in accordance with NDIS Practice Standards, privacy and record-keeping obligations.

Stakeholder and Market Engagement

• Establish and maintain effective working relationships with participants, families, carers and external stakeholders.
• Act as a key point of contact for coordination matters while maintaining professional 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 live as independently as possible.
• Support participants to manage their budgets effectively.
• Maintain, monitor and manage caseload hours for own workload in line with organisational expectations, participant requirements and NDIS directives, guidelines and standards.

Growth & Service Sustainability

• Contribute to sustainable service growth through effective coordination and ethical practice.
• Contribute to commercially viable and scalable service delivery models through feedback and participation in continuous improvement activities.
• Ensure accurate and timely management of participant records.
• Monitor participant satisfaction and ensure appropriate escalation, investigation and corrective action occurs when required.
• 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
• Compliance with NDIS Worker Screening requirements.
• Proven experience working with people living with disability and complex care needs, utilising a person‑centred approach.
• Experience managing a caseload of participants in a billable hour environment.

About You

• Excellent communication (written and verbal), consultation, negotiation, coaching and facilitation skills appropriate to a Level 4 role.
• Sound understanding of the NDIS market, supports and programmes.
• Well‑developed problem‑solving, research, conceptual and analytical skills.
• Technology literate, including confidence using Windows‑based systems, email and online platforms.
• Ability to travel to remote and isolated communities as required.
• Effective relationship management with participants, families, service providers and other key stakeholders.
• Forward planner who critically assesses own performance and participates in supervision and development.

WhatYou'llNeed

• Current Australian Driver’s Licence
• 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.