Team Leader

Novella Support; Central Coast; On-site; AUD 85,000 - 110,000; Full time

Job summary

Novella Support seeks an experienced Team Leader – Operations to provide day-to-day leadership and operational oversight of our support services in Australia. You will lead frontline staff, ensure person-centred services, and supervise the delivery of high-quality participant support across the team.

You will monitor service quality, coach the team, and manage incidents and risks while collaborating with management to resolve staffing and delivery challenges.

Qualifications

• Demonstrated experience supervising frontline support workers.
• Experience with disability support and person-centred practice.
• Experience working with people with complex support needs and behaviours of concern.
• Solid understanding of incident management and risk escalation.
• Strong written and verbal communication skills.
• Able to have difficult conversations and address performance when needed.
• Excellent organisational skills and attention to detail.
• Ability to make independent decisions and know when to escalate.
• Practical, solutions-focused approach to operational problems.
• Certificate III in Individual Support or equivalent qualification.

Responsibilities

• Provide leadership, direction and support to frontline support workers.
• Monitor quality and consistency of participant support.
• Ensure staff follow participant support plans and risk strategies.
• Identify and address performance or conduct concerns.
• Coach staff and develop team capability.
• Respond to incidents, risks and escalation.
• Review shift documentation and service records for gaps and follow-through.
• Support rostering and day-to-day operational coordination.
• Collaborate with management to resolve staffing and service issues.
• Maintain clear communication with participants, families and stakeholders.

Skills

Supervising staff

Disability support

Complex support needs

Incident management

Communication skills

Decision making

Organisation

Problem solving

Education

Certificate III in Individual Support

Job description

As Team Leader – Operations, you will be responsible for providing day-to-day leadership and operational oversight across our support services. You will work closely with support workers, participants, families and Novella's management team to ensure services are safe, consistent, person-centred and delivered to a high standard.

Key responsibilities

• Providing leadership, direction and support to frontline support workers.
• Monitoring the quality and consistency of participant support.
• Ensuring staff follow participant support plans, behaviour support strategies, organisational procedures and relevant requirements.
• Identifying and addressing performance, conduct and practice concerns.
• Coaching staff and helping team members develop their capability.
• Responding to incidents, risks and emerging concerns and ensuring appropriate escalation and follow-up.
• Reviewing shift documentation, incident reports and other service records to identify gaps and ensure appropriate follow-through.
• Supporting effective rostering and day-to-day operational coordination.
• Working collaboratively with management to resolve staffing and service-delivery issues.
• Maintaining strong communication with participants, families, staff and other stakeholders.

About you

• Demonstrated experience supervising or leading support workers.
• Strong understanding of disability support and person-centred practice.
• Experience working with people with complex support needs and behaviours of concern.
• Sound understanding of incident management, risk management and escalation.
• Strong written and verbal communication skills.
• The confidence to have difficult conversations and address poor performance or practice when required.
• Strong organisational skills and attention to detail.
• The ability to make sound decisions independently while knowing when to escalated.
• A practical, solutions-focused approach to operational problems.
• Certificate III in Individual Support or equivalent relevant qualification.

About us

Novella Support is continuing to build and improve the way we deliver disability support. We're investing in better systems, clearer processes, technology and stronger leadership structures so our teams can provide better outcomes for the participants we support. Novella Support is committed to building a professional, accountable and supportive workplace where our staff can do their best work and the people we support receive the highest standard of support.