Support Coordinator

Project Make Lemonade; Tweed Heads; On-site; AUD 60,000 - 90,000; Full time

Job summary

Project Make Lemonade is seeking a dedicated professional to coordinate support for NDIS participants across the pre-planning, intake, and plan implementation stages. You will engage with participants, families, carers, and local coordinators to understand needs and exercise choice and control.

Responsibilities include managing onboarding within your region, negotiating service delivery options, preparing quotes aligned to goals and funding, and monitoring plan utilisation to maximise outcomes.

Responsibilities

• Understands needs and coordinates support for NDIS participants, including pre-planning and intake phases, providing information, assistance, and coordination to help them achieve goals.

Job description

Key Relationships

Reports to the Team Leader.

Works collaboratively with internal teams across the organisation.

Develops and maintains professional relationships with participants, families, carers, Support Coordinators, Local Area Coordinators (LACs), the NDIA and external service providers.

Builds positive partnerships with disability networks, schools, community organisations and other key stakeholders.

Provides guidance to support to workers delivering services to participants.

Key Responsibilities

As a member of the team, you will:

Understands needs and co-ordinates support for NDIS participants. This includes supporting participants through the pre-planning and intake phases of their NDIS journey, providing information, assistance, and coordination to support them to achieve their goals and exercise choice and control.

Demonstrated experience working with complex participants and multiple stakeholders

Manage participant intake, including monitoring the return of NDIS Plans and coordinating the onboarding process within your allocated region.

Engage with participants to identify their support needs and negotiate suitable service delivery options.

Prepare accurate and detailed service quotations, ensuring services align with participant goals, funding and organisational requirements.

Analyse participant funding utilisation, identify potential risks, provide recommendations and support teams to maximise plan outcomes.

Monitor participant budgets and advise on corrective actions where required to ensure effective use of NDIS funding.

Assist participants to understand, navigate and implement their NDIS Plans.

Support participants to prepare for NDIS Planning or Plan Reassessment meetings when requested.

Attend NDIS Planning or Plan Reassessment meetings with participants where appropriate.

Work collaboratively with Support Coordinators, internal teams and external stakeholders to achieve positive participant outcomes.

Maintain accurate participant records, tracking registers, case notes and documentation in accordance with organisational and NDIS requirements.

Identify, investigate and assist in resolving billing discrepancies and system interface issues.

Deliver education sessions and training to internal teams regarding NDIS processes, funding utilisation and service delivery.

Facilitate community information sessions, workshops and networking opportunities as required.

Develop and maintain strong professional relationships with disability organisations, Local Area Coordinators (LACs), the NDIA and other key stakeholders to enhance participant outcomes and support organisational growth.

Promote person-centred practice by ensuring participants are actively involved in decisions regarding their supports and services.

Contribute to continuous improvement initiatives and identify opportunities to improve service delivery, systems and processes.

Undertake any other duties consistent with the role as reasonably directed by your Manager.

Monitoring funding utilisation and advising corrective actions

Key Performance Indicators (KPIs)

Success in this role will be measured by:

Compliance with organisational policies, procedures and NDIS Practice Standards.

Timely implementation and effective management of participant plans.

Achievement of participant goals and positive participant outcomes.

Accurate, timely and compliant case notes, documentation and reporting.

High levels of participant satisfaction and engagement.

Effective coordination of supports and appropriate utilisation of participant funding.

Accurate preparation of service quotations and participant onboarding documentation.

Monitoring funding utilisation and proactively recommending corrective actions where required.

Achievement of individual billable hour targets.

Strong collaboration with internal teams and external stakeholders.

Maintenance of positive professional relationships that support participant outcomes and organisational objectives.

Meet required daily billable hours